Product · Strategy · Marketing
A specialized mobile application that simplifies 5G eligibility verification for multi-dwelling units (apartments and high-rises), providing a quick and accurate way for customers to determine their 5G service availability.
The Problem:
How can Verizon efficiently verify 5G eligibility for complex multi-dwelling unit environments where traditional street view algorithms fall short, while reducing customer service call volumes and preventing qualified customers from being inadvertently rejected?
The Solution:
Develop an intuitive, rapid verification app that precisely maps 5G availability across different floors and units of multi-dwelling buildings, streamlining the customer qualification process.
Key Components:
Advanced Mapping Technology – Created sophisticated algorithms to accurately determine 5G eligibility for complex multi-unit building environments.
Rapid Verification Process – Designed a user experience that allows customers to complete eligibility checks in an average of just 15 seconds.
Customer Service Optimization – Implemented a solution that significantly reduces customer service call volumes by providing immediate, self-service eligibility information.
Upsell Integration – Developed a strategic flow that presents alternative service options for customers who do not qualify for 5G.
Precision Screening Mechanism – Built a system that prevents the accidental rejection of qualified customers while providing accurate service availability information.
Flow
Prototype
Verizon 5G MDU Demo
The Results:
Dramatic Call Volume Reduction – Decreased customer service calls by up to 500%, improving operational efficiency.
Enhanced Customer Experience – Provided a quick, user-friendly method for customers to verify 5G eligibility across complex building environments.
Strategic Business Opportunity – Created a platform that not only verifies service availability but also generates additional revenue through targeted service alternatives.
Technological Innovation – Solved the complex challenge of mapping 5G eligibility in multi-dwelling units beyond traditional street-level algorithms.
Improved Customer Qualification – Developed a precise screening process that ensures accurate service availability information.
