Case Study: Vodafone boosts customer retention by 50% with EB Pearls

Vodafone boosts customer retention by 50% with EB Pearls

Vodafone, a major telecommunications provider, faced a significant challenge with its customer mobile app, which had become outdated and difficult to use. The app suffered from low engagement, poor reviews, and high customer drop-off rates due to friction between its disconnected modules for payments, rewards, and account management. Partnering with the vendor EB Pearls for a mobile app redesign, Vodafone needed to restore customer trust and transform the app from a liability back into a valuable growth channel.

EB Pearls implemented a solution by reframing the problem, discovering that customers saw the app as one continuous journey rather than three separate modules. They rebuilt the app using Flutter to create a unified experience with a centralized data connection layer, streamlining key flows and integrating a robust analytics system. The results were highly successful, with EB Pearls delivering a 50% increase in customer retention, a 34% rise in user engagement, and making transactions 29% faster.

Vodafone