A Self-Service App That Puts Customers in Complete Control

Today’s customers are savvy digital natives who expect seamless, real‑time control of their services on the go without having to call a customer service centre. Superloop’s original app didn’t offer them the solutions they needed. It provided limited real‑time self‑service, causing frustration, increased calls to the helpline, and subscriber churn. The issue wasn’t simply cosmetic but systemic: unstable authentication, fragmented systems, and no operational alignment for a digital‑first service. We needed to rethink and rebuild the experience end‑to‑end, unifying technology, billing, and support to deliver a stable, proactive, real‑time platform that restores confidence and empowers customers with genuine control.

We reimagined the app by addressing real customer insights and core friction points, gathered through customer interviews, usability research, internal workshops, and call‑centre data analysis. These insights led to key features such as Refreshify, our internet diagnostic tool, and Progress Tracker, which proactively identify issues and guide users to fast resolution. Re‑engineering the foundations, authentication, real‑time payments, and system integrations, enabled true 24/7 reliability and live service visibility. Workshops also revealed opportunities for proactive design, inspiring Moving Home, a guided internet relocation journey with serviceability checks, technician booking, and progress tracking. Iterative testing ensured a seamless, cohesive solution.

The Superloop app has reshaped how we engage with our customers to provide them with a better experience. For example, our Refreshify tool delivers real‑time diagnostics and outage clarity, even during major events like Cyclone Alfred, where 84.2% of users avoided calling because the answers were provided instantly in‑app. Order tracking and the Moving Home flow significantly reduce customer effort, cutting relocation handling time from 20 minutes to under two. The result is a faster, more accessible experience that boosts satisfaction, reduces operational load and delivers clear commercial and societal benefits through reliability, empowerment and reduced service strain.

Refreshify, a real‑time diagnostic tool that checks service health across the network, account and in‑home setup. If an issue isn’t immediately clear, it runs a full diagnostic sequence, providing actionable solutions, eliminating guesswork, and reducing support calls. Real‑time in‑app notifications also keep customers informed of outages and planned maintenance. The Moving Home experience provides a guided, self‑service relocation journey where customers can confirm serviceability, schedule or reschedule technician visits, and adjust activation dates, all within the app. The Teddy chatbot complements Refreshify, providing friendly, contextual assistance for troubleshooting, account questions, plan changes and general support, offering quick, conversational guidance without needing to call. With My Speed Boost™, users can track Speed Upgrade Days and purchase additional upgrades in just a few taps. Expanded Self‑Management tools let customers upgrade or downgrade plans, purchase add‑ons, track orders and appointments, and make secure real‑time payments. A visual Mobile Data Usage tracker helps users monitor consumption and manage plans confidently. Enhanced security underpins every interaction, with passwordless login, MFA and biometric authentication enabling frictionless access. Real‑time Notifications keep customers informed of outages and planned maintenance, while a refreshed visual design ensures a fast, intuitive and enjoyable experience throughout.