ClearSummit

Comfort

by Mitsubishi
React Native mobileWeb architectureIoT firmwareProcess optimization
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Overview & Challenge

Mitsubishi's Comfort app was struggling. The legacy mobile application had poor user experience, the IoT adapters used outdated firmware and connection protocols, and their marketing, sales and customer service teams were operating in silos with inconsistent processes and terminology.

The work was to rebuild the technology stack and align those processes at the same time.
1

Platform Assessment

Audited the legacy mobile app, IoT adapter firmware, server infrastructure, and cross-team processes to identify root causes of poor NPS scores.
2

Full Stack Rebuild

Rebuilt the Comfort app in React Native, modernized IoT adapter firmware, and redesigned the backend architecture for reliability and scalability.
3

Process Optimization

Facilitated cross-functional workshops with marketing, sales, and customer service to align terminology, map process flows, and eliminate communication silos.
4

Results & Iteration

Achieved a 20+ point NPS increase within six months. The rebuilt platform now serves as the foundation for Mitsubishi's ongoing digital strategy.
“
ClearSummit did not just fix our platform, they transformed how our entire organization thinks about the customer experience. The technical work was excellent, but the process alignment across our teams was what made the real difference.
VP of Digital

Our Challenges

Multi-Dimensional Transformation

The rebuild spanned mobile, web, IoT firmware and organizational processes.

Legacy Mobile App

The existing mobile application was built on outdated technology, resulting in poor performance, frequent crashes, and negative user reviews. We rebuilt it from the ground up in React Native.

IoT Infrastructure

The IoT adapters used legacy firmware and outdated server connectivity protocols. We modernized the firmware and rebuilt how the adapters communicate with the cloud.

Organizational Silos

Marketing, sales, and customer service teams used different terminology and processes, creating confusion for customers. We worked across teams to align language and workflows.

Our Solutions

Ground-Up Platform Rebuild

<strong>Mobile:</strong> We rebuilt the Comfort app from scratch in React Native, for iOS and Android. <br /><br /> <strong>Web Architecture:</strong> We rebuilt the web backend to support the new mobile app and IoT infrastructure, improving reliability and scalability. <br /><br /> <strong>IoT & Firmware:</strong> We modernized the firmware on Mitsubishi's IoT adapters and completely redesigned how those adapters connect to the server, improving reliability and enabling new features. <br /><br /> <strong>Process Optimization:</strong> We facilitated cross-functional workshops with marketing, sales, and customer service to map process flows, identify pain points, and establish consistent terminology.

End-to-End Transformation

Technical

Full-stack IoT expertise.

The work ran from firmware on the physical adapters through the cloud infrastructure to the apps, and into how the teams behind them worked.

Organizational Alignment

Process

Cross-functional collaboration.

We ran workshops between teams that had never collaborated effectively, identified where communication was breaking down, and established processes to replace what was breaking.

“
The NPS score increase was remarkable, over 20 points in just six months. But what really impressed us was how ClearSummit connected the technical improvements to real customer experience outcomes.
Director of Customer Experience

20+ Point NPS Increase

Within six months of launching the rebuild described above, the one that began with the November 2023 audit and started building in February 2024, Mitsubishi's NPS rose more than 20 points. The combination of a rebuilt app experience, reliable IoT connectivity, and aligned internal processes is what moved it.

The rebuilt platform now serves as the foundation for Mitsubishi's ongoing digital strategy, with the architecture designed to support new features and integrations as the product evolves.

The Engagement Today

Current

2023–present, ongoing.

The engagement began in November 2023 as an audit: Mitsubishi Electric asked ClearSummit to review the platform's systems, analyze where things stood, and recommend a path. In February 2024 the recommendations became the work, and ClearSummit has been the platform's standing product-engineering team since. So far the work has:

  • Rebuilt the mobile application and the web application, and re-architected the web platform.
  • Rebuilt the communication layer between the platform and its IoT device fleet, and the servers that manage it.
  • Rewritten device firmware for performance and migrated the fleet to AWS IoT Core.
  • Built diagnostic tooling that gives customer support and testers a live view of device behavior, replacing a tool that could only show whether a device was online.
  • Worked directly with Mitsubishi's customers in the field to find and resolve defects that had stood for more than a decade.
  • Recommended and executed sunset paths for products that were carrying technical debt.
  • Advised on roadmap, product, analytics, design, and messaging.

Two results their team lives with daily. The platform that once saw weeks of downtime per year has held above 99.95% uptime since the rebuild; that is this platform's measured history, not a service level sold as standard. And their customer-service team says a support call that used to take 45 minutes now takes about 10.

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