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News : How SmithsNews Created a Native App to improve Customer Service
Swindon, UK, April 24, 2015 -- SmithsNews, formerly known as WHSmiths News, discovered that embracing Agile resulted in a much richer UX and higher quality customer app than its usual Waterfall method.
Print distribution is in decline due to popularity over online news and SmithsNews is actively buying in growth areas to ensure its legacy. However, it is also investing in digitising its wholesaler arm to reduce its call centre costs, and improve customer engagement.
Working with retailers and delivering newspapers each week, SmithsNews was receiving up to 4 million customer services calls per day to its four call centres.
Retailers that need to query a delivery or order would primarily call out of normal working hours due to their opening times. Having experienced poor uptake for a legacy website built in the early 2000’s, SmithsNews decided to create a native, high quality app that would allow retailers to make changes to orders, monitor and claim for any missing titles or credit and look through the titles on offer from their phones.
The app was developed using SAP’s Netweaver Gateway as it was the "most efficient and most scalable way" to hit backend operational database.
The firm wanted to build an app that could be deployed in other higher growth areas of the firm like its parcel business.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, April 27, 2015