{"id":26160,"date":"2020-07-20T15:08:12","date_gmt":"2020-07-20T13:08:12","guid":{"rendered":"https:\/\/www.intellias.com\/?p=26160"},"modified":"2024-03-13T04:23:55","modified_gmt":"2024-03-13T03:23:55","slug":"customer-self-service-telecom-portal-for-mobile-operators","status":"publish","type":"post","link":"https:\/\/intellias.com\/customer-self-service-telecom-portal-for-mobile-operators\/","title":{"rendered":"Customer Self-Service Telecom Portal for Mobile Operators"},"content":{"rendered":"
Our client is a multinational corporation that helps Tier 1 telecom operators through digital and network transformation by providing a broad suite of market-leading offerings and exceptional customer service in telecom industry. When our client acquired a communications technology firm in the Middle East, it became evident that they needed to rapidly ramp up engineering resources. In order to merge the firm with their corporation, our client needed to upgrade the acquired company\u2019s outdated systems to bring them in sync with their own innovative solutions.<\/p>\n
The acquired company\u2019s legacy infrastructure wasn\u2019t adapted to meet growing market demands for interoperability and integration. The entire system was based on obsolete technologies and the user interface, in particular, was developed using a proprietary framework. This resulted in the need to rework many solutions to integrate them with our client\u2019s advanced microservices-based systems for easy onboarding of customers from the acquired company. To add to the challenge, a lack of access to servers and development environments hugely complicated system integration at the technical level.<\/p>\n
Our main task was to build a user portal that provides personal accounts to newly onboarded mobile operators and integrate this portal with their systems and equipment. To help accelerate and accomplish that goal, Intellias committed to providing our client with qualified engineering teams that would build the development process and create a custom self-care portal telecom providers could benefit from. Our previous successful experience building telecom software systems<\/a> of the same nature and scale paved the way for a positive outcome.<\/p>\n <\/p>\n We worked to integrate our client\u2019s core systems and databases with their new customers\u2019 solutions and infrastructures. To cover our client\u2019s pressing needs, we worked in several directions simultaneously:<\/p>\n Since the merging of our client\u2019s organization with the acquired company had just started, there were no operational processes in place. To ensure a smooth transition, our team established key development workflows and introduced a set of communication and documentation processes.<\/p>\n From the infrastructure perspective, Intellias provided a range of solution operations services<\/a> to build an effective integration and production environment. Our engineers spun up a network of virtual machines on the client side, reduced the number of system bottlenecks, and automated deployment and testing.<\/p>\n Each of our four teams, guided by a Scrum Master and a technical lead, was responsible for building their development process in the most efficient way possible by taking into account the context of all parties involved. Our engineers suggested a lot of process solutions that were implemented across the entire project.<\/p>\n Given the distributed knowledge base across multiple teams and locations, our client hosted a series of knowledge-sharing sessions on a proprietary UI development framework used for the project.<\/p>\n Our team took the initiative to rebuild our client\u2019s training process to make it more informative and beneficial. We started mapping plans for specific cases, recorded videos, collected questions, and grouped them under categories. Any issues we ran into were discussed at our cross-team meetings and workshops. At the same time, we accumulated and systematized the company\u2019s experience and created a single, consolidated knowledge base that became a valuable resource and point of reference for our client\u2019s engineering teams.<\/p>\n The outcome of this knowledge transfer was quality coding, fast feature implementation, and informed problem-solving provided by our teams.<\/p>\n Our cooperation evolved fast: four feature teams quickly grew to eight frontend and backend teams each working on their own tasks:<\/p>\n The user portal serves as a link between our client\u2019s system and mobile operators\u2019 systems. The portal allows users to set up their services and view service reports.<\/p>\n Reporting functionality aggregates our clients\u2019 data with operators\u2019 data and provides client-side data visualization<\/a>. The system generates user reports based on calls made and services used.<\/p>\n We integrated a billing solution into the end customer\u2019s OSS\/BSS ecosystem<\/a>, providing users with information on account movements and current balances.<\/p>\n We created a new interface for the self-service user portal to make it user-friendly and easy to navigate.<\/p>\n In addition to implementing new features, our engineers were in charge of refactoring code on the client\u2019s system to improve and optimize its performance.<\/p>\n As Intellias teams successfully delivered on their commitments, our client entrusted us to help with system debugging of their global network.<\/p>\n With access to a vast tech talent pool, Intellias swiftly responded to our client\u2019s business goals by assembling eight mature engineering teams within a short time. As a result, we helped our client minimize costs while receiving top-quality software engineering services<\/a> and covering a large number of development tasks.<\/p>\n Intellias proved a reliable integrator partner by refactoring, customizing, and building on existing solutions, developing new functionalities, and integrating them into our client\u2019s network. We provided the necessary infrastructure to speed up production and established development workflows and best practices, taking the whole integration process to a new level. The self-care portal we built and integrated supports mobile operators in providing top-notch customer service in telecommunications industry.<\/p>\n Significantly, our team managed to find synergy within our client\u2019s distributed organization and gathered a unique knowledge base, incorporating years of expert experience provided by the company\u2019s key knowledge keepers. This knowledge base serves as the basis for further product development as well as our client\u2019s training initiatives.<\/p>\n","protected":false},"excerpt":{"rendered":" We helped a leading communications software provider build a telecom self-service app and integrate it with their customers\u2019 infrastructures <\/p>\n","protected":false},"author":17,"featured_media":50358,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[5],"tags":[35],"acf":[],"yoast_head":"\nSolution delivered<\/h2>\n
Setting up the integration process<\/h3>\n
Transferring knowledge<\/h3>\n
Intellias deliverables<\/h3>\n
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Business outcome<\/h2>\n