Industry and Market: Telecommunications
Client: Charter Communications
An effective and user-friendly tool to educate customers about potential savings, allowing them to make informed decisions.
Project Objective
Charter Communications, a prominent player in the telecommunications industry, collaborated with Reality to launch the Spectrum Savings Center. The primary objective was to introduce new software that educated customers about two distinct ways to save with Spectrum: the Spectrum Mobile Savings Calculator and the Spectrum One Savings Calculator. Reality was entrusted with creating a retail version of the Spectrum One Savings Calculator, complete with UI/UX enhancements, and developing a novel savings experience tailored for display on large interactive screens within Spectrum’s retail stores.
Project Description
The project incorporated a 2D animated attract loop designed to draw customers’ attention, emphasizing the straightforward steps to use the calculator and discover potential savings. Once initiated, the interactive experience guided users through learning more about Spectrum Mobile and Spectrum One plans. Depending on the user’s responses to internet-related questions, they were directed to the relevant calculator to input information, which was then used to calculate potential savings and recommend the most suitable plan offers.
Key Insights:
One of the key challenges was the concern regarding low completion rates (2%) in the online version of the calculator. However, adjustments made for the retail environment yielded significantly higher completion rates, averaging between 65% and 100% depending on whether users interacted with the Spectrum Mobile or Spectrum One side of the calculator.
Project Strategy and Goals
Short-Term Goals
In the short term, the project aimed to educate customers about Spectrum’s diverse plan offerings, encompassing Internet, Advanced WiFi, and Mobile services. It sought to demonstrate the potential savings customers could achieve by switching to Spectrum’s offerings.
Long-Term Goals
The project’s long-term vision was to encourage current Spectrum Internet customers using other mobile service providers to switch to Spectrum Mobile. Additionally, it aimed to attract new customers who would subscribe to both Spectrum Internet and Spectrum Mobile services.
Results
The project yielded favorable results, with the client expressing satisfaction with the outcome. The Spectrum Savings Center continues to be an effective tool for educating customers about Spectrum’s various plans and illustrating potential savings. As product information and offers evolve, the client has continued to request updates, highlighting the ongoing value and relevance of the Spectrum Savings Center in their retail environment.
Project Conclusion
The Spectrum Savings Center stands as a successful initiative in the telecommunications sector, effectively engaging customers and guiding them toward informed decisions regarding Spectrum’s services and savings opportunities.