A fully digital solution for BSS processes
Built in: 152 Days
Moflix provides a fully digital solution for the automation and simplification of complex BSS processes delivered via a positive mobile-only customer experience. The Moflix Interaction Platform is a ready-made solution that can be implemented and integrated into existing telco architectures in record time. Moflix offers what it takes to win customers, develop new revenue streams, differentiate from the competition and does so, by radically simplifying customer interactions.
In 2019 Sunrise/yallo (a subisidiary of Sunrise Communications AG) was the first Telco that launched, based on the Moflix Interaction Platform, a new mobile app only mobile subscription in Switzerland. yallo swype caters to the emerging “hop-on/hop-off” generation – digital natives who prefer to access services digitally via mobile apps (e.g. Netflix, Uber, Spotify, etc.).
Axelra built and accelerated Moflix and launched yallo swype together with the Team from Sunrise/yallo (a subisidiary of Sunrise Communications AG) after 152 days together on December 10th 2019. By the end of 2019, we successfully transferred the project to the Moflix Team, now based in Zürich (Switzerland) and Tampere (Finland), and continue to support Moflix in their growth on a project basis.
Marc Klünnen, Senior Director Strategy & Innovation, Sunrise Communications AG
yallo swype – the new app-based mobile subscription with a 100% digital customer experience
The goal was to completely rethink existing processes, such that customers can onboard, manage their subscription 100% themselves and interact with customer service via digital channels when needed. These new processes can scale to thousands of customers and reduces training efforts drastically.
Together with Moflix, we fixed the scope of the MVP: The customers should be able to download the cross platform app, register their SIM card, verify their identity, enter their payment details, choose their subscription and activate everything immediately using a mobile app. Once active, customers should also be empowered to fully manage their own subscriptions without the need for manual, back-office interactions.
The team started to build the components for the different applications. This included the frontend, backend, subscription service (Killbill) and the integration with Onfido, the Swiss Post Adress Verification Service. Like this, we had an initial working version to release. We rolled out around 50 Testflight versions (small go-lives with continuous integration) and continously developed, improved, tested and released the digital product.
In parallel to the completion and refinement of the digital product, we tackled the required organizational processes, the preparation of the market launch, brand and UX design for the app, packaging and the landing page.
Ryan Gold, CEO Moflix Group
Performing strict checks on identity is a regulatory requirement for Swiss Telcos, and this traditionally meant customers would need to submit documents online, fill out many forms, and wait for their subscription to be manually verified — a process that could take hours or even days. Our goal for swype was different: Customers should be able to sign up from the comfort of their couch within minutes.
So the project team was redesigning, simplifying and completely digitizing the onboarding process. To adherence to know-your-customers regulations (KYC), we integrated the Swiss Post Adress Check and Onfido KYC and Document Verification and thereby drove down the time per customer required from 30 minutes to 3 minues.
Thanks to this intergration, we can identify and process the real identity of the user behind the screen and therefore enable users to be onboarded within minutes. This includes account creation, entering a payment method such as a credit card or Twint, selecting the subsciption, activating the SIM Card and getting your number to start using it within minutes. While in the beginning the SIM card could be ordered physically - nowadays, activation is possible immediately via eSIM.
A completely digital product naturally also needs digital interaction channels for the associated customer service. We simplify the customer support experience for both customers and employees, using channels digital natives have grown up with.
Customers can interact with customer service 1:1 directly via WhatsApp. The corresponding WhatsApp business integration with Zendesk enables all requests to appear directly in Zendesk as a ticket including the corresponding customer, product and transaction information. Employees can answer the ticket according to the set up workflows and the customer receives the message directly as a push notification to their cell phone.
In addition, FAQ articles are centrally managed in Zendesk Knowledge, which offers the possibility to display them directly in the app as well as on the website as FAQ in multiple languages, searchable and keyworded.
Customers expect digital products and services to be easy, fast, and secure to interact with. Moreover, it is increasingly helpful if customers can try out a new offering for free, and then simply switch to a subscription model.
We wanted a billing engine that supports various subscription models, including free trials and the periodical billing to credit cards. The most obvious provider is Stripe, but Stripe does not offer the payment method Twint, which is key for the targeted demographics in Switzerland. Therefore, as part of the project and in collaboration with Webtiser, the subscription and billing engine Killbill.io was implemented. With it, subscriptions and billings can be configured and payments can be collected via Datatrans as payment provider. Even recurring payments with Twint were realized.
The Moflix white-label platform for digital services is entirely cloud-based through Amazon Web Services (AWS) and uses Onfido as KYC provider (industry-leading KYC AI solution), Zendesk as customer management system (to enable chatting via WhatsApp), Killbill as subscription / billing engine and Datatrans as payment provider (to enable payments per Visa, Mastercard or TWINT).