INTRODUCTION
What we’ve done in the past, won’t guarantee our success in the future.
Our customers use our networks to make essential connections.
But they don’t feel essential connections to our apps or products.
As a brand, we’re too invisible right now.
And we’re going to fix that.
We’re going to become a personal brand, and one that’s more than about mobile and broadband.
We’re building a brand that can be there for everyone in the UK.
Becoming New EE means more than becoming just another telco like our current competitors.
It’s about looking out and beyond “our industry” and become a TechCo.
And our new app experience is the first step in that journey that will help you have more personal conversations with our customers.
A NEW FRONT DOOR
We’re creating a new door for people who want to be with EE.
The app.
This app is going to change the relationship our customer’s have with us. It’ll also make your life a whole lot easier too.
WHAT’S IN THE APP?
If you’re going to be talking to our customers about the app, you’re going to need to know what you’re talking about.
Our new design is built around four new sections.
But that’s not all.
Those are the new things for this app, that you can see here and now.
But behind the scenes we’ve been making changes in our Digital teams to make sure it’s fully supported.
We’re working on one version of the app for both iOS and Android, this has enabled us to:
- Use the same computer code, so we can develop features twice as fast.
- Have twenty squads (teams) all working at the same time to develop new and innovative features, where before we only had two.
- Give our customer the same experience regardless of which device they’re using.
BE A PERSONAL GUIDE
If they can do it themselves, be kind and don’t do it for them.
You’re great at your job. You naturally want to help people and do things for them if you can.
But if it’s something the customer can do themselves, you’re not being kind by doing it for them.
By taking a little time with them today and showing them how they can do things for themselves, you’re saying “I value your time.”
We’re here to help our customers when they really need us to fix things or if they want to chat through their options with us.
By showing them how our app can help them with “the basics” you’re respecting their time and freeing ours up to help our customers who need us.Your principles.
With all the work that’s gone into the app, we want you to be the champions of it. Here’s some principles that’ll help you have fantastic conversations with your customer. Reflect on them and think about how you can bring them to life for your customer.
A BEGINNING
Thanks for taking the time to learn about the app.
We’ve got a couple of things to ask.
If you’re a customer of EE, download the new version of the app today and get using.
You’ll love how quick and easy it is to use and by using it yourself, you’ll know all the best ways that you can help customers get the best out of the app.
This is just the beginning for the app. Over the next few months, you’re going to be hearing from your Digital influencers and from us about the features and developments that you and your customers are going to love.