Overview
The ACT Mobile App is a consumer-facing mobile application developed for ACT Fibernet, one of India’s leading broadband service providers. Available on both Android and iOS, the app has surpassed 5 million downloads.
The app was designed to address key customer pain points in digital service delivery, such as delays in service setup, friction in digital payments, lack of self-service options, and slow issue resolution — all while delivering a unified and intuitive broadband management experience.
By integrating intelligent chat support, seamless onboarding, and secure payment capabilities, the app exemplifies how digital transformation in telecom fintech solutions can enhance customer satisfaction and operational efficiency.
Problem Statement
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New customers experience delays and errors during onboarding due to manual address capture and cumbersome KYC processes, impacting digital service adoption.
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Customers struggle with tracking due dates and managing bill payments across fragmented channels, leading to missed payments or service disruptions.
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Users face difficulty upgrading plans or modifying services without assistance from customer service representatives, slowing digital customer journeys.
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Limited visibility into connection status, order history, and service activity results in confusion and repeated support calls.
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Connectivity or service issues often require customers to contact support through calls or emails, leading to slow issue resolution.
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Customers lack a convenient way to purchase broadband-related products, devices, or entertainment bundles through a single platform.
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The app experience is generic and fails to engage users or promote relevant services effectively.
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Visually impaired or elderly users find it challenging to navigate standard interfaces without accessibility support.
Objectives
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Provide a seamless digital onboarding journey with GPS-enabled address capture and simplified KYC for faster connection setup.
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Enable secure, in-app bill payments, with reminders, payment tracking, and easy invoice downloads to streamline payment management.
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Empower users to manage broadband services independently, including plan upgrades, add-ons, ownership transfers, shifting connections, and safe custody options.
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Offer a self-service portal for users to update personal details, change addresses, track orders, and monitor connection status.
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Integrate AI-powered chatbot, ticketing, and FAQ sections for quick reporting and resolution of connectivity and service issues.
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Deliver an in-app shopping experience for purchasing routers, streaming devices, data boosters, and entertainment packs with cart and checkout functionality.
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Implement dynamic home screen widgets and adaptable visual themes that personalize the app experience based on user activity, tier, and occasions.
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Ensure the app is accessible to all users, supporting high-contrast themes, scalable text sizes, and other accessibility features.
Outcome
The ACT Mobile App transformed how customers interact with ACT Fibernet services by offering a self-reliant, intuitive, and engaging digital experience, ultimately reducing support dependencies and driving higher satisfaction. The integration of digital payment solutions, AI-based assistance, and real-time analytics significantly enhanced customer experience and positioned ACT Fibernet as a leader in fintech-driven broadband services.
Technical Approach
Development Framework
Built using Flutter, enabling faster cross-platform mobile app development with a unified codebase for iOS and Android, reducing time-to-market and maintenance effort while delivering native-like performance.
Architecture
Adopted Clean Architecture to ensure scalability, modularity, and separation of concerns, with well-defined Presentation, Domain, and Data layers.
State Management
Used Bloc for predictable and scalable state management, supporting the development of reactive and maintainable user interfaces in a complex app environment.
Local Storage & Caching
Integrated Hive database for secure and efficient local data storage, ensuring fast access to frequently used data while maintaining app responsiveness.
Analytics, Notifications, and Configuration
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Firebase Analytics and Upshot for user behavior tracking and event analytics
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Firebase Cloud Messaging and Upshot for real-time push notifications
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Branch.io for deep linking to specific app screens from external sources
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Firebase Remote Config for dynamic control of app behavior without requiring app updates
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Firebase Crashlytics for real-time crash monitoring and diagnostics
