Plusnet PLC, a prominent internet service provider, recognised the necessity to digitally optimise its customer onboarding experience. In a competitive broadband market, there was a clear need for an efficient online system for potential customers to check broadband line availability and complete their subscription orders with minimal friction.
Plusnet, driven by its dedication to simplicity and customer satisfaction, identified concerns with its broadband ordering system—a pivotal touchpoint for its users. Feedback revealed that the process was perceived as slower and more cumbersome than the streamlined experiences offered by contemporary online services. Both tech-savvy and less digitally-inclined customers faced hurdles, with some feeling overwhelmed or encountering perceived redundancies in the ordering steps. This posed a challenge for Plusnet: they needed to revamp the ordering journey to be faster, more intuitive, and accessible to all users.
An application for broadband order processing was developed using PHP Symfony. This application allowed users to seamlessly check broadband line availability and subsequently complete their orders online, whilst providing an abstraction to the backend Java services. The frontend was a harmonious blend of Javascript and Symfony, interfaced with a robust Java REST backend. Recognising the evolving industry standards, a recommendation was made to shift the REST interface from XML to a more widely adopted JSON format.
This pivot facilitated better data exchange and ensured the architecture was forward-compatible. Further, as part of the project's expansion, modules from the residential sign-up journey were meticulously extended to foster the development of a business signup application. The modular approach adopted for the residential application ensured a swift and efficient roll-out for the business variant, significantly reducing time-to-market.
The successful deployment of the new system resulted in a streamlined signup process for both residential and business customers. Not only did this contribute to a better user experience, but it also solidified Plusnet's position in the market as a customer-centric broadband service provider. Additionally, the modular approach laid a foundation for future scalability, allowing Plusnet to adapt swiftly to changing market demands.