Jevera team gained experience in the digital transformation of the telecom business and service management systems, turnkey delivery of the enterprise solutions and accomplished with high-performance and standards-compliant solutions.
Solutions, where developed, follow strong requirements of scalability and security, demanded in the severe environment of business serving millions of customers. All the implementation and delivery process followed the COBIT framework principles to keep the quality level high.
Every corporation which serves millions of customers uses many software applications, and mobile operator business is a vivid example of multi-platform and multi-vendor IT landscape. To make any new system and service introduction less painful and lasting, the proper distribution of applications responsibility is vital.
Based on TMForum Applications Framework we designed proper distribution of the functions and data between custom software and 3rd party systems.
For the service business with the hundreds-to-thousands of salespoints, and a wide distribution network finding a satisfactory solution is a big challenge. And, if you try to do the breakthrough on the market you certainly need to step away from the ‘standard’ software and processes, making them better than you can buy.
Our team took such a challenge and created the custom CRM system targeted to make the customer registration process easy for the customer and agent. A variety of scenarios and details was arranged into clear and consistent screens specific to every role.
To optimize user scenarios the principles of Service Design where applied, analyzing every second spent in the contact center to search and interpret the customer data, react on and resolve the customer issue.
Personalized inteface for customer service, dealers, back office and other roles
Customer registration for individual & corporates
Corporate Identity integration with SoD support
Order management and orchestration
Collection and financial control
Contact and problem management
The same personalization required for the back-office services and internal roles such as financial control and fraud unit. The final result allowed to provide more than a hundred business transactions under a unified screen which became a single touchpoint for every role in the company targeted to interact with the customer information.
daily active users
Having consumer convenience in mind, the services and capabilities had to be similar whether a person calls to the contact center, comes to the sales point or uses his phone self-service tools. To have a real omnichannel experience we designed the business processes of customer management and service ordering independent from the channel of interaction.
As a result, the customer can initiate service orders over the USSD menus, track progress over the Web self-service and resolve issues with the local sales representatives.
All channels in game
Dealers Sales Points
Web Self Service
USSD Dynamic Menus
Nothing motivates more than when your request gets answers instantly. That’s why we offered real-time orders processing for every user action where it can be applied. Instant service activations, subscriptions, payments, and fee charges make a customer feel control over his actions and enable service usage growth.
To make it available for more than 10 million active consumers the order processing should be designed for high performance and reliability. We combined the stateless architecture, sharding and shared persistent data cache to achieve almost linear scalability of the services. Naturally, the same high responsiveness was expected from the third-party systems, where performance cannot be so much guaranteed. So, to keep it under control we made the performance thresholds measurement with notifications to the 24x7 support.
Real-Time Campaign Management
Additionally, real-time service orders fulfillment enables making better promotions: personalized, timed, and relevant. At first, the payment-based campaigns with no latency allowed to match subscribers with the promotion based on his segment, balance and actual services.
Same capabilities may perfectly work for calls and messages: just on the moment when subscriber drops the call, a popup raised with special voice offer and single-click activation. It was achieved by applying the real-time complex event processing for subscriber activities analysis, plus network-initiated USSD sessions with a response. Having the possibility to fine-tune the profile-specific offers the growth of the service activations immediately raised 60%.
of service activations with
In telco business, the stakes are high, especially in means of potential losses from service failures. When it’s combined with permanent delivery of the new products and offers it becomes crucially important to assure the high service availability, charging accuracy, and data consistency. There is no easy way to achieve this. Multiple approaches and tools should be applied.
At first, testing activities start on the stage of requirements analysis and validation, which is the most essential during the change request implementation. Second, is the automation of regression testing for critical and less changing functionality. A good example of critical services for telecom is the rating and charging of the calls, services, and data. Performed in the real-time with all aspects of subscribers hierarchies, credits, and multiple balances it can hardly be verified after the new product updates. To resolve this we had created Charging Regression Toolkit with the simulation of various subscriber profiles, and each tariff plan present. In total, there are more than 30 thousand regression test-cases executed after the delivery of each change.
service availability level
test cases executed after
And, in every enterprise environment, there are dozens of IT platforms and software solutions working together. Even after performing the pre-commercial testing you want to be absolutely sure that the commercial environment works properly. To make it possible, without putting the commercial data under the risk, we had implemented a special access level for testing with precise control of the access rights in every system and transaction executed. It provides the possibility to verify new products in a full-featured commercial environment without risk of data leakage and a touch of financial reporting.