Improved CSP Customer Service with Agile DevOps

Speedy Agile Development Helps Refocus Attention on Customer Needs

Utilities

THE CHALLENGE.

Siloed systems and slow development procedures made it hard for a communications service provider (CSP) to react to services commoditization, pricing pressures and competition from new digital players. Meanwhile, its customer experience suffered. For example, to resolve problems, four separate self-service applications—for broadband Internet, television, home phone and wireless mobile—required customers to remember four separate passwords. The company needed to cut costs, simplify its offerings and focus development around the customer journey.

Speedy Agile Development Helps Refocus Attention on Customer Needs

Utilities

THE CHALLENGE.

Siloed systems and slow development procedures made it hard for a communications service provider (CSP) to react to services commoditization, pricing pressures and competition from new digital players. Meanwhile, its customer experience suffered. For example, to resolve problems, four separate self-service applications—for broadband Internet, television, home phone and wireless mobile—required customers to remember four separate passwords. The company needed to cut costs, simplify its offerings and focus development around the customer journey.

APPROACH.

Pegasus One’s Digital Product Engineering and consulting skills, including the introduction of agile methodologies significantly simplified and improved the customer experience. A new self-service application helps customers do everything on their own, from managing subscriptions to paying invoices, from any device. What’s more, they can use facial recognition and touch ID rather than cumbersome passwords. These improvements have enabled the CSP to develop new partnerships and revenue streams, such as letting tourists use its 4G services while in roaming.

RESULTS.

Huge savings

$500M+ in savings realized after implementing agile development practices

Lesser effort

97% reduction in the effort required to build and deploy new applications

Greater Automation

80% increase in test automation to reduce costs

VALUE.

The Agile-DevOps methodology enables continuous improvements that provide ongoing enhancements to the customer experience as well as cost savings. Rollout of the single self-service app has seen an eight-fold increase in the number of issues resolved over this channel and a 50 percent drop in call center calls.