A personalised mobile app suite


Comviq these days is known as the pricefighter among the Swedish mobile phone providers, but with an increasingly international touch. Owned by Tele2, Comviq provide mobile services to both prepaid and contract customers, in a way that keeps the whole industry on their toes: with a heavy focus on online services and an always up-to-date offering of innovative plans for their enormous variety of customers, they compete on a level of customer experience and communication, rather than just prices.


The challenge

The telephone is a good way to talk to people without having to offer them a drink. Sure, those were the old days, but mobile phone providers should know like no other that it’s time to change, as people’s behaviour in this field has been changing rapidly. Providing mobile phone services these days has become an always-on, data rich and multi platform communication stream. It’s people’s lifeline, and their bugbear at the same time.

So Comviq quite simply needed to firstly understand their various customer profiles and needs, and define a mobile service that could provide the core service to start with (checking credits, info and topping up) - followed by more complex services to start building loyalty in future releases.


The solution

The enormous variety of plans, customer behaviours and devices made that both an iOS and Android app were required, working smoothly together with other channels like their mobile web, their many points of sale and kiosks, and even their Facebook presence. The service is integrated with the complex back-end systems to ensure customers could be identified and given the right service at any time, whether that’s for their prepaid phone or an internet dongle. Finally the designed experience proves to be simple and direct, taking into account users’ three levels of engagement: information at a glance, checking it out, and taking action.