Digicel Panama & LotusFlare

Increased Revenue and Customer Loyalty with a New Digital Experience

Digicel is a large Telecom Operator covering 33 markets across the Caribbean, Central America, and Oceania regions.

Digicel Panama’s goal was to provide its customers with a personalized and differentiated digital experience through a highly engaging front end mobile application.

Digicel Panama

“We selected LotusFlare as our digital partner because of their OTT backgrounds and full stack product and growth capability. They know the playbook to increase ARPU and loyalty and transform the digital customer experience.”

Simon Baldwin, Chief Commercial Officer, Digicel Panama

Challenge

Before partnering with LotusFlare, Digicel Panama had a Group-developed self-care app for its customers. The Group app was not customized for Panama, lacked advanced features intended to engage customers and was not stable. As a result, Monthly Active Users (“MAUs”) were steadily decreasing over time. In parallel to a major 4G network investment, Digicel Panama had to dramatically upgrade their digital customer experience.

The ultimate goal is to raise ARPU and reduce churn while providing top-notch customer service.

LotusFlare re-designed and re-built the Android and iOS apps, connected into Digicel’s backend and provided the public cloud infrastructure. The result was a high performance and feature rich digital product for Digicel customers.

4.7 star rating – the highest among telecom apps in the market and across the Digicel Group.

Commercial Impact

Digicel Panama has seen dramatic results just a few months after launching the enhanced MyDigicel app.

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ARPU
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Churn

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