Case study

Freenet TV Creates Self-Service Account Management Platform

Media and Entertainment
Man watching a streaming service on his television

Challenge

Serving more than 1 million DVB-TV2 customers, Freenet TV needed to upgrade its self-service portal to better communicate with subscribers and potential customers.

Outcome

Our agile team reimagined Freenet’s existing customer portal, integrating Google Cloud into the core front- and back-end functionalities to create a more communicative and responsive user experience.

Communication is key

With customer centricity being at the core of all businesses nowadays, it was only a matter of time until one of the largest providers of DVB-TV2 television in Germany, Freenet TV, identified the need to improve communication with its over one million subscribers, while also simplifying the process for new-comers to enjoy their services. Committed to providing quality experiences and easily accessible media entertainment, Freenet TV partnered up with us and created a self-service portal that would enable them to convert visitors into customers in a few easy-to-fulfil steps while offering existing clients the best possible account management experience.

couple sitting on the couch and watching a movie on their television at home

One portal to rule them all

Using agile methodology, our team has addressed Freenet TV’s elaborate business case by conceiving and implementing a complex technical architecture and designing a flawless user experience on top of it. We assisted with conceptual design, implementation of both front and back-end, Google Cloud hosting and payments integration.

 

The platform has a responsive front-end design and encloses several features: a shop and payment solution, integration of existing systems, and management of partner profiles. The customer management account portal also functions as a mobile app and is a one-stop-shop for both new and existing customers. It offers equipment sale, continuous support and includes an error alarm, the pause-rather-than-cancel function, and an options page customers can use to book additional TV services.

Native client third-party integrating: To add more depth to the platform experience, the client prioritised adding apps that enable: 

  • Enterprise content management: With the assortment of content management systems already under the client’s umbrella of offerings, we instituted enhancements and new features to improve the platform’s functions across the many operating systems it serves. The work included rebranding the user experience and interface, security upgrades and resolving several internal and customer-flagged product issues.     

      

  • Social media syncing and emoji use: We assisted in adding an app that allows the client’s user to connect the platform to a well-known messaging app and use emojis within that integration. We worked with native and web-based engineering team to remove potential obstacles and de-bugged certain areas to make the integration more stable and ready for rollout.
  • Interoperable collaboration: We supported adding a collaborative board app into the client’s platform to allow collaboration without context switching. Work included authentication oversight, native integration into multiple operating systems, adding business/operation metrics and making the functions more accessible.
woman eating popcorn on her couch and pointing the television remote

One portal to rule them all

Using agile methodology, our team has addressed Freenet TV’s elaborate business case by conceiving and implementing a complex technical architecture and designing a flawless user experience on top of it. We assisted with conceptual design, implementation of both front and back-end, Google Cloud hosting and payments integration.

The platform has a responsive front-end design and encloses several features: a shop and payment solution, integration of existing systems, and management of partner profiles. The customer management account portal also functions as a mobile app and is a one-stop-shop for both new and existing customers. It offers equipment sale, continuous support and includes an error alarm, the pause-rather-than-cancel function, and an options page customers can use to book additional TV services.

 

The right partner with the right pla

Freenet TV needed a seasoned technology provider, with extensive experience in complex B2C portals, solid know-how in the media industry, a hands-on understanding of the importance of UX design and customer centricity and the right partnerships in place to make it all function smoothly. Through many successfully delivered projects in the media space and several awards won for our UX design strategies, we have repeatedly proved its digital proficiency and strong technical capabilities.

In 2020 the Freenet TV platform received the German Design Award for Excellent Communications Design and Interactive User Experience.

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