Temus success story: Delighting StarHub giga! users with insight-driven mobile experiences built on OutSystems’ low-code platform

published: 31 July 2023

In 2019, StarHub set out to launch a mobile virtual network operator (MVNO) offering that would provide its customers with complete control of their mobile service at their fingertips. This new offering – giga! – was to be a “fully digital telco that provided superior customer experience”. Working against highly competitive telcos in Singapore, StarHub set out to launch giga! to consumers within six months. Together with Temus’ lean, multi-disciplinary team, the award-winning consumer mobile application giga! was conceptualised, built, and launched on the OutSystems Low-Code platform as one of the first B2C apps in Singapore.

Key goals & challenges

StarHub appointed Temus as partner to bring the giga! vision to life, with the following :

  1. User Experience: No consumer app would be successful without an engaging, attractive and intuitive user interface and experience. On the wish list were also essential, highly-used features including a chatbot, electronic identity verification modules, and SIM card delivery tracking.
  2. Accessibility: giga! needed to be available on both iOS and Android – allowing all customers to enjoy all app features and hassle-free app updates, especially during the soft launch.
  3. Agility: As this was a greenfield project, almost all integrations with systems were new. On top of that, as with all telco apps, backend integrations were complex. The team needed a solution that could quickly adapt and anticipate the progressive changes with speedy, agile development, while also allowing them to deploy updates with minimal or no downtime.
  4. Speed to Market: Keeping all the above conditions in mind, it was still critical to launch giga! as quickly as possible due to the highly competitive market conditions.

A digital transformation executed by Temus, enabled by OutSystems

With these imperatives in mind, the StarHub team approached Temus, who are experts in developing large-scale consumer applications with a strong attention to customer experience by combining user experience with technology for a seamless, intuitive, and friction-less experience from end to end.

The team, comprised of experienced app delivery managers, technical experts and user experience consultants, built giga! on OutSystems’ Low-Code platform which effectively solved the anticipated goals and challenges, including a new backend CRM and billing system. giga! is one of the first B2C apps in Singapore to be built on this platform.

The OutSystems Low-Code platform provided a competitive edge:

  1. Easy integration with StarHub’s selected backend systems allowing for limitless innovation
  2. Quick and high quality app delivery through the OutSystems platform’s features such as native enterprise-grade security scans, continuous integration and delivery, etc., ensuring end-to-end build-to-deployment.
  3. Fast roll-out of features was enabled with seamless cross-platform (web, iOS, Android) development and automatic over-the-air updates
  4. Complete freedom in customisation of features

On the partnership, Wong Seok Ling, Director, Technology, Temus said, “Successful implementations are backed by teams with the right blend of expertise to deliver holistic and forward-looking solutions. We were able to keep our team lean and mean as we took on the challenge on building a high-quality, feature-rich consumer app with a short runway to launch, but also ensure we could cater to future needs with the use of a flexible, intuitive low-code platform.”

Future-proofed for success

Not only did the team manage to overcome the challenges and launched the app within six months, we went above and beyond achieving the goals and saw an exponential growth in subscribers by five times. Since its rollout in May 2019, the giga! app has won multiple accolades for customer service and user experience.

Building and maintaining the app on OutSystems also enables Starhub to deliver on enhancements with agility, and react faster to market feedback with speed in development, delivery and deployment. The OS-agnostic platform allows for maximised efficiencies in development changes and overall maintenance. The time taken from ideation to iteration and launch is greatly reduced and makes parallel back- and front-end building possible, with fewer sprints even for complex features.

Powered by OutSystems, the Temus team is able to ensure that giga! remains competitive and continually provides the best experience for its users.

“The launch of giga! is a culmination of the best in class, fit-for-purpose expertise in people and platform, delivering Singapore’s first-ever fully digital mobile service brand that can meet the unique needs of the country’s 1.2 million millennials.” – James Lee, Vice President, Information Systems, StarHub

The awards won are listed in the table below:

  • Silver for Best Use of In-app Advertising (2021)
  • Bronze for Best User Experience (2021)
  • Bronze for Best Mobile Growth Strategy (2021)
  • Silver for Best Mobile Growth Strategy (2020)
  • Bronze for Best Insight Driven Mobile Campaign (2020)
  • Bronze for Use of Mobile (2020)
The Asia eCommerce Awards
  • Gold for Best eCommerce Campaign – Social Media (2022)
  • Silver for Best in eCommerce Brand – Electronics & Gadgets (2022)
  • Silver for Best eCommerce Campaign – Email (2022)
  • Silver for eCommerce Team of the Year (2022)
  • Bronze for Best eCommerce Loyalty Programme (2022)
  • Bronze for Best Use of UI / UX Design (2022)
  • eCommerce Brand of the Year (2021)
  • Gold for Best eCommerce Customer Service (2021)
  • Gold for Best Use of AI (2021)
  • Gold for Best Use of UI / UX Design (2021)
  • Silver for eCommerce Team of the year (2021)
  • Silver for Best eCommerce Loyalty Programme (2021)
  • Silver for Best Use of AI (2020)
  • Bronze for Best Use of UI / UX Design (2020)
  • Bronze for Best e-Commerce Fulfilment (2020)
Marketing Excellence Awards
  • Silver for Excellence in Social Media Marketing (2020)

Reference: https://www.starhub.com/about-us/company-information/awards-and-certification.html

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