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CLIENT CASE STUDY


EE: Mobile application development

EE is a UK-based mobile network operator (MNO) with a heritage of innovation, born when Orange and T-Mobile joined forces in 2010.

Overview

EE was the first mobile operator in Britain to offer 4G mobile services alongside fiber broadband. EE goes to market through the EE, Orange and T-Mobile brands—reaching 31 million customers through fixed, mobile and wholesale businesses.

EE delivers customer service through their websites and customer service applications, over the phone and in-store, with over 11,000 customer service and retail employees who are trained experts in mobile device operating systems.

The Approach

Opportunity

Opportunity

The existing self-care mobile applications "My T-Mobile" and "Your Orange"—that allowed customers to check balances, manage their mobile plans and make payments—did not talk to each other, ran on different mobile platforms, supported different features and did not provide a consistent interface.

EE understood that this would be a challenge to offer seamless customer experience and engagement.

The fusion of the two companies was a chance to rationalize and adapt processes, introduce common standards and reduce operating costs. And after complete integration, the company needed to develop a new flagship application under their new brand.

Results

Results

With Accenture’s help, EE moved the applications on all of their mobile platforms up to a consistent standard with respect to look, feel and functionality—strengthening both their brand messaging and the efficiency of their mobile platforms.

Despite the complex nature of this project, Accenture was able to deliver a new suite of applications under extremely tight timescales to support all three of EE’s brands and meet the crucial EE 4G service launch date.

The Accenture supported applications are now available to 26 million EE, Orange and T-Mobile customers via the EE network, helping to ensure customers enjoy the preferred 4G experience and trust EE with their digital lives.

Solution

Solution

Initially, EE engaged Accenture to provide a consistent functional experience and platform availability covering the two core “Your Orange” and “My T-Mobile” self-care applications across four major mobile platforms (iOS, Android, Windows Phone and Blackberry).

We achieved this through our agile and scaled global delivery capability and mobile “apps factory” delivery model, with development and test teams creating native applications across the selected platforms.

Based on this successful integration, we were chosen to develop a new mobile self-care application to support the launch of the 4G service and new EE brand.

In order to achieve this, Accenture harnessed the latest HTML5 technology to enable EE to:

  • Easily coordinate content across the Web and their application.
  • Simplify their application delivery capability, helping reduce ongoing support and maintenance costs.

What's Next?