Year Two—Omnichannel Takes-off with My CM
Although CM now has 27 OutSystems applications in production, the most strategic of these is "My CM," which aims to provide every customer service capability that had previously required customers to visit stores or call the contact center.
"This project is all about giving our customers more choice for how they interact with CM," explains Rebecca. "And, for many of our customers, using a mobile app or a web portal is now preferable to picking up the phone or visiting a store."
CM's board set a demanding deadline for this strategic project. The IT team had just nine months to deliver the omnichannel suite of applications, including native mobile apps on iOS and Android, a customer-facing web portal, and the internal customer service app.
Given that 4.5 million customers would ultimately use My CM, performance speed and user experience were crucial design considerations.
"From an architecture perspective, we were integrating with, not replacing, systems of record," explains Peter. "Much of the project was spent building the strong foundations needed for this business-critical application suite. User experience development was mainly in the second half of the project."
CM was able to speed up development by using OutSystems UI—an extensive library of responsive visual components and screen templates that enabled the team to customize UI standards across the application suite.
Thanks to the OutSystems platform's rapid visual development capabilities, the CM development team was able to take user feedback in its stride. A UX design agency provided continuous input from a panel of customers of all ages.