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- NETSTAR: Digital Platform Transformation & Customer Enablement
NETSTAR: Digital Platform Transformation & Customer Enablement
Fishgate delivered a digital platform transformation focused on enabling end-to-end customer journeys and self-service experiences.
The focus was on creating a clear digital entry point, improving access to services, and building a platform that can grow and support future needs. The platform supports both individual consumers and small fleet customers, bringing multiple user groups into one unified experience.
The Challenge
The organisation faced several challenges:
- No meaningful consumer-facing website or central digital entry point
- Products and services were structured for internal use, not customer understanding
- No digital onboarding or guided user journeys
- Heavy reliance on call centres for sales, onboarding, and support
- Systems were fragmented, with limited connection between frontend and backend services
- Content and services were not organised in a way that made them easy to find
This resulted in a confusing user experience, operational inefficiencies, and limited ability to scale digital services.
Our Approach
We followed a user-focused, platform-led approach to simplify access to services and support long-term growth:
- Translated internal products into clear, customer-friendly offerings
- Defined and mapped key user journeys, including onboarding, booking, and service interaction
- Designed a simple, step-by-step experience to guide users through these journeys
- Made it easier for users to complete key processes without confusion or delays
- Organised content and services in a clearer way so users could easily find what they need
- Built a platform aligned to updated brand direction and business goals
- Worked closely with internal stakeholders and technical teams to ensure the solution connected properly with existing systems
- Focused on practical delivery within tight timelines and budget constraints
Solution Delivered
Digital Platform & Website (Digital Front Door)
- Designed and developed a new customer-facing website
- Created clear entry points into key services and journeys
- Simplified messaging and product positioning for better understanding and usability
Guided Application Journey (Onboarding)
- Delivered a fully digital onboarding experience
- Designed as a guided journey, breaking complex processes into clear, structured steps
- Enabled users to apply, contract, and engage services online
- Integrated with the client’s CRM to enable seamless data capture, application processing, and lead tracking
- Reduced reliance on call centre processes
Booking & Scheduling Tools
- Designed the UX and UI for the fitment booking experience
- Built the frontend booking interface as part of the digital platform
- Integrated the solution with existing backend booking systems and APIs
- Worked closely with client-side teams to ensure accurate data flow and scheduling functionality
- Enabled users to independently schedule installations through a seamless, self-service experience
Tracking & Status Experience
- Built a tracking interface integrated with backend systems and CRM data, allowing users to monitor progress across their journey
- Covered the full journey from application through to installation
- Improved transparency and user confidence
Progressive Web Application (Ongoing Engagement Layer)
- Developed a progressive web application connected to existing systems
- Enabled users to access services and track their vehicles in real time
- Provided a central dashboard for ongoing interaction and vehicle management
- Included features such as:
- trip history and journey tracking
- alerts and notifications
- geo-zones and location-based controls
- driving behaviour insights
- vehicle management tools
- logbooks and reporting
- reminders and certificates
- vehicle health status monitoring
- Extended the experience beyond onboarding into ongoing customer engagement
Data & Tracking Integration
- Implemented tracking to understand where users were coming from
- Enabled visibility from first interaction through to application and CRM
- Captured data such as campaign source, application type, and page entry points
- Supported better reporting and optimisation of marketing efforts
Platform Integration
- Built a flexible platform that connects to existing systems
- Integrated with backend services, including CRM and booking systems, via APIs in collaboration with client-side technical teams
- Enabled smoother data flow between frontend and backend services
- Created a foundation that can support future enhancements
- Delivered in collaboration with multiple internal and client-side teams
Outcome
- Created a structured digital platform supporting key customer journeys
- Established a clear digital entry point for users
- Reduced reliance on call centre processes through self-service
- Made it easier for users to complete tasks quickly and confidently
- Improved access to products and services
- Enabled ongoing engagement through connected digital tools
- Built a platform that can scale and support future development
- Improved visibility into user behaviour and lead sources
- Supported increased use of digital channels and improved operational efficiency