Telecommunication

EOLO doubles online self-service purchases

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The wireless internet provider that’s bursting through the digital divide

Founded in 2006 as an offshoot of NGI, Eolo is an Italian wireless broadband provider currently available in 17 national regions. The company serves over 180K active customers with a 3.5% monthly growth rate. It has gone from 60 to 200 employees in 3 years, working to demolish the digital divide in Italy.

The wind of change

Given the substantial growth in its wireless network in the recent years, NGI wanted to renew its image, focusing on promoting the brand EOLO and implementing a new site to provide users with an excellent user experience and the ability to self-manage their subscriptions.

NGI wanted an e-commerce platform based on the principle of the "Digital Customer Journey", able to "follow" their clients on their digital path from information search to purchase, offering personalized and relevant content in the best moments, on any device. EOLO had to address five clusters of users: B2C customers, B2B customers, resellers, VARs and wholesale partners.

Integration with existing systems

After a bidding process that included four of Italy’s leading digital agencies, Eolo chose Tinext for its focus on and experience with Magnolia 5; the ability to deliver smart, user-centric architecture; a mastery of system integrations to realise a modern digital vision; and an emphasis on client satisfaction created through an easy working relationship and the availability of key staff.

Because user experience was at the core of the new Eolo brand, in delivering its solution Tinext combined the skills of a top digital marketing agency with technical abilities to rival any enterprise systems integrator.

Tinext worked closely with Eolo’s different business units, from customer service to IT, to define what that experience would be. From there, prototyping and testing began, ensuring the complex integration of the website with NGI’s own IT infrastructure and network, ensuring the new system would run smoothly with the existing CRM, ERP, call centre and online chat. As graphic design is vital to any brand, the Tinext team created the overall look of customer-centric dashboards (one for each customer group), unconstrained by technological limits thanks to its more than capable back-end developers, offering Eolo style, creativity and choice.

Results

100%

Increase in online
self-service purchases

+30%

Customer Engagement 
(session times) 

+50%

Increase in daily
customer page visits

-50%

Reduction of
Customer Support

-10%

Customer Churn
decreased

-70%

Time reduction for staff
creating new content

100%

Mobile commerce

What Tinext achieved was way beyond what we had originally thought possible.

Riccardo de Rinaldini –
Marketing Manager, Eolo

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