A premier broadband connectivity company and cable operator, serving millions of customers across the United States, relied on its field service agents every day to keep customers connected- but the enterprise mobile app those agents used was working against them. The workflow wasn’t intuitive, and over time, an outdated UI had chipped away at the experience: engagement dropped, appeal faded, and inconsistent UI elements and navigation made even simple tasks harder to complete. What should have been a tool that made technicians faster was instead slowing them down, hindering efficient workflows and decreasing productivity across the field. The company set out to fix this at the root – not a patch, but a complete rewrite and rebrand of the app, tailored specifically to the people using it every day: technicians who needed a faster, more intuitive way to get their work done.
Ascendion streamlined the design from the ground up, simplifying and modernizing the app to align with the brand’s identity and deliver a consistent, polished appearance – while focusing above all on one thing: making the app easier to follow, with the application itself taking on the work of sequencing tasks for technicians to optimize their efficiency.
Ascendion developed a native Android application tailored specifically for field agents and technicians, built on a modularized architecture that delivered enhanced performance, easier code maintenance, and faster development cycles – fostering a more agile way of building going forward. Kotlin and Jetpack Compose powered a dynamic, interactive interface with reusable elements, while Quantum, a third-party SDK, was integrated to surface real insight into user behavior, preferences, and interactions within the app. Datadog was layered in for crash reporting and monitoring, ensuring issues could be caught and addressed quickly to keep the app running smoothly and reliably in the field.
Tech Stack:
Delivered a modern, well-designed mobile solution built specifically around how technicians actually work.
Improved Activation Attempt rate from 83% to 95%.
Improved navigation within the app, including navigating technicians toward the physical job location.
Strengthened Activation Success KPIs across the board: Job Start 99%, Activation 95%, Job Close 99%.
Raised the overall Field Technician Satisfaction Score to 4.5 or higher.
