Insights

Case Studies Telecommunications

Transforming the Software Development Life Cycle & Data Analytics Capabilities

Background

 

A large wireless telecommunications provider was implementing an expansive digital transformation effort across e-commerce, physical retail, and customer care in response to organizational inefficiencies and customer complaints. Development and test teams were working in silos and lacked data governance. This resulted in cumbersome, duplicative, static, and often inaccurate reporting. The size and complexity of the multi-platform, multi-vender program led to inefficient development, testing, deployment, and maintenance of the software. Prioritization of system defects was challenging without proper understanding of dependencies and impacts. The organization needed help to streamline their systems and processes in order to deliver a seamless world-class experience for customers and retailers.

 

Solution

 

Unify partnered with the client to understand business processes and apply back-end data development, data governance, analysis, data science, and visualization expertise to create an integrated reporting solution. Utilizing Agile best practices, the team drove accountability for program reporting and provided guidance for required data integrity. Unify implemented a set of standardized, automated reports delivering insights across all phases of the software development life cycle (SDLC) at both operational and executive levels. Each report was tailored to include the most relevant and impactful key performance indicators (KPIs) for the particular phase. In addition, Unify developed a data-science based interactive tool using social network theory to visualize the dependencies between software defects and prioritize the highest-impact bugs.

Key Outcomes

 

Unify provided the first end-to-end, modular executive program dashboard with automated data for up-to-date access to insights on software development progress. This dashboard draws connections across source systems and was able to be easily adapted to changing business needs throughout the program. Corresponding drilldown operational reports were developed to allow for more detailed analysis across the SDLC phases. The team provided key recommendations to improve the program’s understanding of the importance of using the right tools, processes, and data. Feature development timelines were significantly reduced due to the improved visibility to software development activities and effectiveness of defect prioritization. The enhancements resulted in improved software quality, a better customer experience, and faster feature availability timelines.