The client has been into the business of overstock liquidation and was running an extremely profitable business. They were working towards making their business tech-enabled so that they could scale it with an aggressive growth rate.
They had built a web platform and mobile app where businesses with excess stock could upload the details of inventory they are intending to sell while businesses looking to buy the stock can discover and buy.
The challenge they were facing was that they were into the B2B bulk buying and selling segment and people prefer the human touch during buying or selling. They prefer talking rather than buying or selling from the tech-enabled platform, which was restricting the platform's ability to scale.
The clients were looking for a reliable mobile app development team who could help them with-
Make the app engaging and increase the customer base using app significantly
Serve personalized content to the users
Provide leadership to the mobile app initiative
We started with augmenting their team and had an elaborated discussion about their business goals and roadmaps. We have brought our experience to the table and provided honest suggestions on improving customer engagement and delivering a rich, personalized experience to the customers.
One of the primary expectations from this engagement from us was to provide leadership to their mobile development initiative. We have taken ownership of delivering the business goals and built an action plan to achieve them. We have co-ordinated with their backend team, designers, and testers for things needed from them to run the mobile initiative.
We have implemented features like push notification and deep linking that has improved customer engagement. Also, we have implemented the feature to capture users’ interest at the launch of the app to deliver them personalized deals that would interest them. We have also supported continuous feature enhancements that were needed for the smooth operations of the business.
When we started, the biggest roadblock to customer engagement was the performance and stability of the app. We spent the first couple of weeks with the app to make it fast and responsive to deliver a pleasing experience to its users and resolve the bugs to make it stable. We have seen uninstalls of the app going down remarkably after we release this build.
The next thing we focused on is to implementing push notifications that would appeal to users to check the deals on the platform on daily basis. We have supplemented push notifications with deep linking which would let the user share the deal efficiently to their connections. These features have lion's share in getting 10X growth in the customer base of the app.
We have noticed that one of the challenges that businesses looking to liquidate with the platform were having was a lengthy registration process. We have simplified it to the extent that registration could be done just by providing a name and email address. All other details could be provided as and when required. This has further boosted the new customer onboarding count.
As the app delivers a much richer experience on the mobile than a website opened from the mobile browser, we have implemented a feature that if the website is opened from the mobile browser then they were automatically redirected to the app. If the app is not installed they would be redirected to the store page from where they can install the app.
We have learnt that customers doesn't find the deals on the home page of the app relavant to their business and that makes buyers loose their interest. They could still browse deals by category or search for relevant deals but to get users interested at first stage was crucial.
So we have implemented a module that ask users which category deals they are interested i at the first launch of the app. The deals that are shown to users on the home page are then based on the category users have selected. Also, the notifications sent to users are based on the interests he has selected. We have also built a module that let users to change their preference later whenever they want.
We have provided leadership in terms of what works best with the mobile app and how it has to be executed. Our deliverables include the long-term goals of the app along with day-to-day feature enhancements that are needed to keep the app up to the mark with constantly changing business requirements. We use to build an action plan that should strike the best balance between making constant progress on both of these.
Our leadership also helped them in terms of efficiently implementing best practices in the mobile app development space and aligning their platform architecture to support their vision from the app. They loved our project management style of building features in iterative increments that deliver early value to the business.