How congstar and AOE are taking the customer experience to a new level with the new DSL offering “congstar Zuhause”
Setting a Digital Benchmark: How Agile Collaboration and Seamless Tech Integration Elevated the congstar DSL Customer Experience.
Challenge:
congstar faced the complex task of rapidly developing a fully digital, intuitive DSL ordering process that integrated seamlessly into their existing mobile technical ecosystem.
Outcome:
Within just eight months, congstar and AOE implemented a scalable, app-native solution based on Next.js and React that seamlessly connected the new landline offering with existing interfaces. This optimization significantly improved the customer journey, resulting in a 33% increase in add-to-cart rates and a consistent brand experience across all channels.
Outcomes
After congstar successfully launched its new DSL offering, a phase of intensive learning followed: data analyses, UX research, and customer feedback revealed concrete potential. On this basis, the DSL overview page, including the availability check, was optimized – with measurable success: the add-to-cart rate rose by 33%. At the same time, the page impresses with congstar's typical user-friendliness. Customers benefit from immediate assistance in just 20 seconds, flexible contract terms, stable internet, and consistently fair prices.
One system, many channels
A seamless web integration into the app enables fast deployments, consistent design, and an app-native experience – without duplicate development effort. This creates a simple, consistent customer experience in a product environment that customers often find complex – while also ensuring a fast time-to-market.
Agile development, sustainable integration
Thanks to flexible architecture, closely integrated teams, and an established component library, a future-proof and reusable platform was created – also for retail and self-service. This made it possible, for example, to implement accessibility adjustments quickly and efficiently.
Intro
From mobile to home: congstar stays connected with AOE. Every day, congstar does its best to support customers in their digital lifestyle with the right offerings and to inspire them with simple, digital products. The brand offers innovative mobile phone plans that not only impress with their exceptional flexibility—when life changes, congstar changes too—and affordable prices but are also regularly rated by customers with top marks in terms of satisfaction and service. Currently, over seven million people in Germany rely on congstar as a reliable companion in their everyday lives. With “congstar Zuhause,” the company is expanding its range of landline services. Customers benefit from excellent service, flexible contract terms, simple plug & play installation, stable internet, and consistently fair prices.
The mission: to set new standards in the DSL market and offer a customer experience that is simple, fast, and completely digital. For the development and implementation, congstar once again placed its trust in AOE – its long-standing digitalization partner since 2008. The collaboration between the two companies is characterized by trust and a shared mission: to create innovations for customers that make a difference.
Challenge
congstar had set itself the goal of developing a fully digital and intuitively bookable DSL ordering process – as a logical extension of its existing mobile communications portfolio. This new service was to integrate seamlessly into the existing technical platform while meeting the highest standards of user-friendliness, speed, and flexibility. The focus was on requirements such as real-time availability checks, seamless app integration, the option to select preferred dates for technician visits, and the ability to change tariffs easily at a later date. At the same time, the goal was to create a modular, scalable system that could be rolled out quickly and was future-proof. The challenge was to implement all of this in the shortest possible time – with first-class UX and technological connectivity to the existing congstar ecosystem.
Solution
In just eight months, congstar and AOE worked together to create a new provisioning overview and a new customer order process, both based on Next.js and React and flexibly expandable. The provisioning overview was designed to integrate seamlessly into the congstar app as a WebView, where it functions as an integrated core feature. At the same time, an optimized version was created for brick-and-mortar retail. The backend, frontend, and interfaces were implemented step by step in close, agile collaboration. Thanks to server-side rendering, accessible UI components, and the use of a centrally maintained component library, the solution can be scaled efficiently and reused multiple times.
Quotes
AOE impresses with its efficient, well-coordinated development teams in Germany—ensuring short communication channels, cultural understanding, and seamless collaboration on an equal footing, where everyone continuously contributes their own great ideas.
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I am thrilled at how quickly we were able to tap into a new business area with congstar Zuhause. In less than nine months, we have set up a complete ordering process, including app integration for the customer center.
At congstar, we live and breathe entrepreneurship. That's why we appreciate even more that the developers at AOE also act entrepreneurially and support us as excellent sparring partners: they contribute their own ideas and work hand in hand with our teams to develop solutions that make our congstar Zuhause DSL offering a little bit better every day.
AOE has once again proven itself to be a strong partner during the development phase of our fixed-line product – just as we have come to appreciate in the mobile communications sector over many years. By quickly and flexibly providing a web app team, AOE has inspired us in what is for us uncharted technical territory – WebView technology – with curious employees, a high level of expertise, and impressive implementation speed. Without this new approach, it would not have been possible to launch our landline product so early without impacting on our mobile communications business. At the same time, we were able to work synergistically with our landline web team to leverage our landline expertise and expand the existing congstar web shop with a completely new UX for landline booking. This also revealed technical challenges whose solutions will also benefit the mobile communications sector in the future, especially in the checkout process.
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It was an impressive experience to help shape the creation of a new congstar product from the ground up – and to develop a solution that integrates technically seamlessly into an existing ecosystem.
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For me, it was fascinating to see how quickly we, as a newly formed team, became part of the AOE-congstar cosmos, which has been established since 2008 – we supported each other, learned from each other, and grew together.
Business benefits
- Increased sales and conversion rates thanks to optimized ordering process
- App-like web integration without duplicate development, but with seamless user experience
- Significantly improved user experience thanks to server-side rendering
- Fast rollout thanks to agile team structure and reusability
- Integration into external commercial platforms for new sales channels
- Quick access to rate changes and upselling options
- Futureproofing and reusability through modular architecture and a central component library
- Accessibility for inclusive user experience
- Sustainable customer loyalty through continuous development
Management Summary
congstar has a clear vision: to become a successful landline provider in a saturated market – with a consistently digital, customer-centric experience that sets standards in the market. Customer satisfaction is the top priority and is systematically measured throughout the entire customer lifecycle – for example, through regular surveys. The new DSL solution developed in collaboration with AOE exemplifies this claim: a “congstar-like experience” that focuses on simplicity, speed, and usability. From zero-touch routers to activation within just seven days to the seamless integration of payment options such as PayPal, congstar clearly stands out from the competition and offers an experience that no other DSL provider can match. As an innovative DSL provider, congstar will continue to pursue its clear growth strategy in a dynamic market environment—through smart new customer acquisition and long-term retention of existing customers—in the future as well.
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