Agile Development Helps Refocus Attention on Customer Needs

Utilities

Because Sometimes Perspective is the Most Important Quality of All

Recently, an industry leading calling cards service provider (CCSP) came to Pegasus One with something of a challenge on their hands. Siloed systems and slower pace of new products development – both of which were issues that were only getting worse with time – had made it difficult for them to react to commoditization of services, pricing pressures and an increasingly competitive marketplace that was filled with new players all the time.

All of this was causing a fairly significant problem in terms of the customer experience they offered, as resolving problems required the use of not one but FOUR separate self-service applications. They needed to cut costs, simplify their offerings and focus on new products around the customer journey – and that’s what we wanted for them, too.

Agile Development Helps Refocus Attention on Customer Needs

Utilities

Because Sometimes Perspective is the Most Important Quality of All

Recently, an industry leading calling cards service provider (CCSP) came to Pegasus One with something of a challenge on their hands. Siloed systems and slower pace of new products development – both of which were issues that were only getting worse with time – had made it difficult for them to react to commoditization of services, pricing pressures and an increasingly competitive marketplace that was filled with new players all the time.

All of this was causing a fairly significant problem in terms of the customer experience they offered, as resolving problems required the use of not one but FOUR separate self-service applications. They needed to cut costs, simplify their offerings and focus on new products around the customer journey – and that’s what we wanted for them, too.

THE CHALLENGE.

Pegasus One’s team immediately got to work, putting their lifetime of digital product engineering and consulting skills to the client’s advantage. We introduced agile methodologies to dramatically simplify and improve the customer experience, all while creating a new self-service web-based and mobile application that helps customers do EVERYTHING on their own. Various improvements enabled the CCSP to not only develop new partnerships, but also new revenue streams.

RESULTS.

Pegasus One was able to unlock a host of unique advantages for the client, essentially all at the same time. They were able to save $4 million after implementing agile development practices and saw an 83% reduction in the effort required to build and deploy new applications, too. All this, and they were also able to enjoy a massive 77% increase in test automation, thus further reducing costs around the board. The rollout of the single self-service app has seen a 4X increase in the number of issues resolved over this channel, all while being responsible for an about 60% reduction in call center calls, too.

Huge savings

$4M+ in savings realized after implementing agile development practices

Greater Automation

77% increase in test automation to reduce costs

Lesser effort

83% reduction in the effort required to build and deploy new applications