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Netstar is one of South Africa’s leading vehicle tracking and security service providers, offering solutions for individuals and businesses.
Fishgate partnered with Netstar to transform its digital customer experience by developing a connected platform that brings together its website, customer onboarding, booking, vehicle tracking and self-service tools.
The aim was to make it easier for customers to access Netstar’s products and services, complete important tasks online and manage their vehicles through a single digital experience.
The platform supports both individual customers and small fleet operators, bringing multiple customer journeys together while connecting with Netstar’s existing business systems.
The Challenge(s)
- No clear central website for customers to access products and services.
- Products and services were structured around internal processes rather than customer needs.
- Products and services were structured around internal processes rather than customer needs.
- There were limited options for customers to complete tasks online.
- There were limited options for customers to complete tasks online.
- Website content and services were difficult to navigate.
Netstar needed a more connected digital platform that would simplify the customer experience and support future growth.
Our Approach
We focused on making Netstar’s digital services easier to understand, access and use.
Working closely with Netstar’s internal teams, we mapped the key customer journeys and developed a platform that connects the different stages of the customer experience.
Our approach included:
- Simplifying product information and service descriptions.
- Mapping customer journeys from enquiry through to onboarding and ongoing service.
- Designing clear, step-by-step processes.
- Improving website navigation and content structure.
- Connecting the digital platform with existing business systems.
- Aligning the experience with Netstar’s brand and business requirements.
The aim was to create a practical, user-friendly platform that could grow as Netstar’s digital services developed.
What We Delivered
Customer-Facing Website
We designed and developed a new website that provides customers with a central place to explore Netstar’s products and services.
The website includes clearer product information, improved navigation and direct access to key customer journeys.
Digital Onboarding and Applications
We developed a guided online application process that allows customers to apply for services and complete key onboarding steps digitally.
The journey breaks complex processes into manageable steps and connects with Netstar’s CRM to support application processing, data capture and lead tracking. This provides an alternative to traditional call centre-based onboarding.
Online Booking and Scheduling
We designed the user experience and interface for Netstar’s vehicle tracking device installation bookings.
The booking interface connects with existing backend booking systems through APIs, allowing customers to schedule installations online.
Fishgate worked with Netstar’s technical teams to ensure the frontend experience integrated with the existing systems.
Application and Installation Tracking
We developed a tracking interface that allows customers to follow the progress of their application and installation journey.
By connecting with backend systems and CRM data, customers can access status information as they move through the process.
Progressive Web Application (PWA)
We developed a Progressive Web Application that gives customers ongoing access to their vehicle tracking services.
The PWA provides a central dashboard where customers can manage their vehicles and access features such as:
- Real-time vehicle tracking
- Trip history and journey information
- Alerts and notifications
- Geo-zones and location-based controls
- Driving behaviour insights
- Vehicle management tools
- Logbooks and reports Reminders and certificates
- Vehicle health information
This extends the digital experience beyond the initial application and installation process into ongoing customer engagement.
Systems and API Integration
We integrated the customer-facing platform with Netstar’s existing backend services, including CRM and booking systems.
Working alongside Netstar’s technical teams, we connected the frontend experiences to the relevant APIs and services.
This allows information to move between different parts of the customer journey and supports a more connected digital experience.
Analytics and Customer Journey Tracking
We implemented tracking to provide greater visibility into how customers interact with the website and application process.
This includes information such as campaign sources, entry points and application types.
The data supports reporting and helps Netstar better understand its digital customer journeys.
Outcome(s)
The project delivered a connected
digital platform that supports
customers from their first interaction
with Netstar through to
ongoing vehicle managementImproved Customer Access
Customers have a central digital
platform where they can explore
products, access services and complete
important tasksGreater Customer Self-Service
Digital applications, bookings and
tracking provide alternatives to
processes that previously relied heavily
on call centresConnected Customer Journeys
The website, onboarding process,
booking tools and PWA work
together to support a more consistent
digital experience.
Improved System
IntegrationConnections with existing CRM,
booking and backend systems
allow customer-facing tools to work
with Netstar’s established
technology environmentBetter Customer Journey Visibility
Integrated tracking provides greater
insight into website activity,
lead sources and customer
applicationsA Platform for Future Growth
The platform provides a flexible
foundation for future digital
services and enhancementsTogether, these improvements have
helped Netstar move towards
a more connected, accessible and
customer-focused digital experience
Fishgate Services
This project brought together several of Fishgate’s digital and
technology capabilities:
- Digital Strategy and Transformation
- UX/UI Design
- Customer Journey Mapping
- Website Design and Development
- Progressive Web Application Development
- API and Systems Integration
- Digital Customer Onboarding
- Analytics and Tracking
Looking To Improve Your Digital Customer Experience?
A successful digital platform needs to do more than look good. It should make it easier for customers to access services, complete tasks and interact with your business.
Fishgate combines strategy, UX/UI design, development and systems integration to create connected digital experiences that support both customers and business operations.
Get in touch to discuss your next digital project.