Applause Names Customer Excellence Award Recipients for Q1 2021
Avon, Banner Health, FanDuel, Intouch Health and Walmart selected
As consumer expectations for seamless digital experiences get higher, Applause customers are raising the bar to deliver. We’re proud to recognize companies who demonstrate their commitment to exceptional digital quality. Our customers are innovating across a broad range of industries and applications, from supporting patients and health care providers during COVID-19 to creating exceptional shopping, gaming, and delivery experiences. We’re proud to support these companies in their efforts.
Meet the Q1 2021 Applause Customer Excellence (ACE) Award recipients:
Excellence in Global Ecommerce: Avon
For more than 135 years, Avon has empowered women to earn their own income. This pioneer in direct selling offers beauty products around the globe through a network of representatives, as well as direct-to-consumer sales. Avon works with Applause to ensure its websites and apps deliver a smooth experience to sellers and buyers alike. Applause provides Avon with dedicated resources and conducts manual functional testing, regression testing, payment testing and bug-fix verification. Blending structured and exploratory testing, Applause test teams help Avon ensure its digital assets work seamlessly prior to release.
“Working with Applause extends and strengthens Avon’s QA capabilities to enable a higher delivery velocity and quality through a better test coverage across a range of devices, operating systems, browsers and geographies,” said Laszlo Murvai-Buzogany, Director – Digital Core Capabilities for Avon. “In addition to Applause testers helping identify issues around functionality, user experience, and stability, we are at least equally proud of the adaptive partnership with Applause, geared to best support Avon’s needs in a quickly changing internal and external environment.”
Excellence in COVID-19 Patient Experience: Banner Health
Banner Health, one of the country’s largest nonprofit health care systems, operates hospitals, urgent care and long-term care facilities, family clinics and surgical centers in six states. When the health care system launched a new telehealth platform in response to COVID-19, the organization turned to Applause to test its effectiveness.
“We were able to quickly test these telehealth platforms with dozens of people in a matter of days,” said Mark Schumacher, Senior Director of Digital Experience at Banner Health. “That would’ve been impossible to do without Applause’s help. We’re using the feedback we got from the Applause team to ensure anyone who uses our telehealth platforms has the best possible experience and receives the same quality of care as they would with an in-person visit.”
Banner Health rolled out additional patient resources, including a chatbot for symptom triage, a COVID-19 information center on bannerhealth.com, and multiple vaccination sites. Once again, the Banner Health team turned to Applause to examine customer journeys and ensure patients received clear information that inspired confidence.
“The insight we gain through Applause continues to guide us as we improve the patient experience through digital. COVID-19 has accelerated consumer expectations around self-service, contactless, and streamlined experiences making the testing and feedback loop all that more crucial,” said Schumacher.
Excellence in Online Casino and Gaming: FanDuel
FanDuel provides online sports booking, fantasy sports and casino gaming across the United States. To uphold gambling laws that frequently vary across state lines, FanDuel must conduct extensive geo-fence compliance testing.
The company also works with Applause for functional testing, including regression and smoke testing, in new and existing markets. Teaming up with Applause lets FanDuel release into new markets with confidence, as well as roll out new functionality to established customers.
Excellence in Virtual Health Care Platforms: InTouch Health
Part of Teledoc Health, InTouch Health offers a SaaS telehealth platform that allows health care organizations of all sizes to effectively build and administer their entire virtual care strategy at unmatched quality and scale. As patients and providers increasingly turned to telehealth platforms over the last year, InTouch Health deployed regular updates to improve functionality and deliver a more intuitive user experience for both patients and providers.
Applause performs exploratory and regression testing for patient/provider apps, ensuring comprehensive device coverage across all platforms, including mobile and web. Relying on Applause to test audio and video calls across various browsers and conduct other low-priority, time-consuming work, the InTouch Health team can focus on higher-priority tasks.
Excellence in Delivery Services: Walmart
One of the world’s largest retailers, Walmart is constantly looking for new ways to bring value to customers. Walmart partnered with Applause to test a new service in select markets, called InHome, which offers grocery delivery straight to customers' refrigerators. A special lock installed on the door to the customer’s home or a garage allows a Walmart associate to enter using a one-time passcode, then locks the door once delivery is complete. Customers can watch their deliveries on video in real time.
With such a complex omnichannel experience, testing every touchpoint is crucial. Members of the Applause community test the service using Walmart’s locks and app, ensuring that everything works seamlessly. Feedback from the Applause testing team gives Walmart the insight the company needs to fine-tune the app and improve the customer experience.
“InHome makes customers' days easier by delivering groceries, picking up returns, and above all, bringing Walmart's high standards of service beyond our customers' doors,” said Evan Abel, Product Manager, New Product Innovation at Walmart. “Keeping that promise takes rigorous hardware and software testing with real users in real-life environments that could only be achieved with Applause. Every operational step of delivery, every new feature we develop, and every customer contact point through their journey from orders-placed to fridge-filled is tested. Applause helps make InHome a service our customers can rely on and look forward to inviting over.”