Proximus, a leading Belgian provider of digital services and communication solutions, faced a fragmented customer experience due to multiple independent applications for services like account management and video streaming. This disjointed approach required customers to download and manage separate apps with different logins, leading to inefficiencies and a lack of cohesion in service delivery. Additionally, Proximus's landscape of disparate solutions posed challenges in updating and maintaining systems over time, resulting in slow development timelines that hindered the company's ability to differentiate itself in a competitive market.
Business Need: Proximus, a leading Belgian provider of digital services and communication solutions, faced a fragmented customer experience due to multiple independent applications for services like account management and video streaming. This disjointed approach required customers to download and manage separate apps with different logins, leading to inefficiencies and a lack of cohesion in service delivery. Additionally, Proximus's landscape of disparate solutions posed challenges in updating and maintaining systems over time, resulting in slow development timelines that hindered the company's ability to differentiate itself in a competitive market.
Solution: To address these challenges, Proximus adopted the Mendix low-code platform in 2022 to centralize their digital services into a modern entry point for customers called Proximus+. This "super app" unified six existing React Native applications into a single native mobile user experience, streamlining access to various services under one umbrella. The flexibility of the Mendix platform, particularly its native mobile capability built on React Native, allowed Proximus to develop custom widgets tailored to their extensive customization requirements. This approach enabled the company to leverage existing in-house skills and facilitated a more agile development process
Results: The implementation of Proximus+ yielded significant positive outcomes. Over 1 million users were successfully migrated to the new application, enhancing the customer experience by providing a centralized and cohesive platform for all services. Within the first year, Proximus developed over 30 mobile features and onboarded 11 external partners as part of the Proximus+ ecosystem, demonstrating the platform's scalability and adaptability. The adoption of Mendix also facilitated a cultural shift within the organization, promoting agile methodologies and cross-functional collaboration, which further contributed to the project's success.