Digicel

Digicel Panama & LotusFlare

Increased Revenue and Customer Loyalty with a New Digital Experience

Digicel
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.

Panama
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.

Direct Purchase
  • Check data, voice and SMS consumption on a postpaid plan.
  • Easily activate and deactivate new plans.
  • Top-up using a credit card.
  • Top-up or pay account bills for friends and family.
  • View the latest news and promotions from Digicel.
  • Read, download and pay bills using a credit card in the app.
  • Perform total or partial payments to other accounts.

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.

Commercial Impact
  • 8% higher ARPU and 12% lower churn for customers who are active users of the MyDigicel app, compared to customers who do not use the app.
  • Average of 20% monthly increase in active users since January 2020.
  • Reduced volume of calls to the call center for customers who use the app.
Digicel screens Digicel screens