A telecom operator wanted a two-way line to its customers, surveys out and issues back, answered in real time, without waiting on the next app release to add it.
“The best feedback loop is the one you can drop into any app and answer the same day.”
The operator wanted to increase communication with customers through a platform that could create and send surveys, let users report issues and concerns, and let employees reply in real time from a web portal, with all information securely aggregated for analysis. It also needed an SDK to embed within existing mobile apps, along with sample native applications.
ML arteka built a complete platform of APIs, a web portal, and native SDKs. The intuitive portal let authorized employees design, create, and send custom survey forms that plug into any app via the SDK, which collects information regardless of internet connection and syncs automatically with the cloud through APIs. Teams then analyze reports and respond to issues through native push notifications.
The result: staff could design, publish, and target surveys, gather feedback on launches and services, and run satisfaction surveys, and the platform quickly grew into a popular alternative to the operator’s existing network feedback-monitoring application.
Business Outcomes
A pluggable, offline-capable feedback platform turned one-way communication into a real-time, two-way loop.
Surveys out, issues back, answered live.
Plugs into existing mobile apps.
Collected offline, synced via APIs.
The Transformation
From one-way messaging to a real-time, embeddable feedback loop.
- 1
FrameUnderstand the ProblemTook the measures needed to truly understand the communication problem being solved. - 2
BuildAPIs, Portal, and SDKsDelivered a complete platform with an intuitive portal to design, create, and send surveys pluggable into any app. - 3
CaptureOffline-First CollectionThe SDK collects feedback regardless of connection and syncs automatically with the cloud via APIs. - 4
RespondAnalyze and ActTeams analyze reports and respond to issues through native push notifications.
The Business Challenge
A Two-Way Line to Customers
The operator needed surveys, issue reporting, real-time replies, and an SDK it could embed anywhere.
Create and send surveys
Authorized staff needed to design and dispatch custom surveys.
Let users report issues
Customers needed a way to raise concerns from within the app.
Real-time replies
Employees needed to respond to reported issues in real time.
Embeddable SDK
The platform had to plug into existing apps with sample native applications.
Business Outcomes in Detail
What the Numbers Mean
Surveys out, issues back, answered live.
Plugs into existing mobile apps.
Collected offline, synced via APIs.
Technology Snapshot
The Engagement Platform
Embedding the feedback loop as an SDK meant the operator did not have to rebuild it for every app. One platform, dropped into many, turned scattered communication into a single real-time channel.
Executive Questions and Answers
The questions leadership tends to ask when evaluating an approach like this.
Flexibility
How does it work across different apps?
The SDK plugs into any app, so surveys and issue reporting can be added without rebuilding each application.
Reliability
What if the user is offline?
Feedback is collected regardless of internet connection and synced automatically with the cloud via APIs when a connection is available.
Adoption
Did it get used?
Yes. It quickly grew into a popular alternative to the operator’s existing network feedback-monitoring application.
