Enabling superior Telecom services for Australian homes and businesses
In a bid to elevate service levels for telecom customers across Australia, a leading telecom provider, one of the largest in the country, faced the challenge of managing a complex IT ecosystem comprising 74 applications, mostly on legacy mainframe platforms. They needed a partner who could optimize costs, enhance application performance and drive digital transformation.
By implementing a streamlined DevOps-driven approach, automation frameworks and cloud integration strategies, we transformed their IT landscape enhancing efficiency, reducing operational costs and setting the stage for sustained innovation.
The Challenge
Managing a vast IT ecosystem that supports millions of customers and business users requires a bold transformation. The company aimed to:
- Optimize application support and maintenance across multiple business segments, including retail, enterprise and government
- Ensure seamless IT operations to process millions of call data records (CDRs) daily
- Transition to an Agile and DevOps delivery model to improve development cycles and service response times
- Automate operations and reduce costs, ensuring greater efficiency and scalability
Recognizing the need for a structured transformation roadmap, we introduced a comprehensive strategy focused on agility, automation and modernization.
The solution
Our approach combined next-gen technologies, agile methodologies and automation frameworks to modernize and optimize IT operations:
- Established High-Performance Software Engineering (HPSE) practices to enhance software delivery efficiency
- Integrated mainframe systems with cloud environments using modern API management solutions
- Implemented RPA solutions to handle routine tasks such as ticket acknowledgment and report generation
- Reduced IT infrastructure costs by carrying out performance optimizations at application and system level leading to successfully decommissioning four mainframe cores
- Moved non-strategic application to rehost environment on AWS cloud
The Impact
This transformation delivered significant operational and financial benefits:
- 25% cost savings achieved through Agile-DevOps implementation and streamlined operations
- AU$2.5 million annual OpEx savings from comprehensive performance optimization exercises
- Accelerated release cycles - delivering releases per sprint instead of quarterly deployments
- Reduced annual ticket volume by 5,000+, improving service efficiency and team productivity
- Optimized billing processes, ensuring seamless handling of over AU$1.5 billion in transactions per month
- Enhanced system performance, improving database response times and reducing query execution costs
By automating key processes, optimizing resources and embedding DevOps best practices, we enabled the company to achieve long-term efficiency and scalability.
Celebrating Success
This transformation reinforces our client’s leadership in telecommunications, enabling greater agility and cost efficiency.
This strategic success aligns with insights from The Blueprint to Total Experience, which found that leaders report a 57% ROI on their Total Experience investments. The report also highlights that 46% of organizations report improved employee engagement and morale, 44% note stronger teamwork and 43% report greater staff productivity, which is expected to rise to 52% as new ways of working take hold. These results demonstrate how we transformative solutions empower organizations to deliver superior outcomes and build lasting relationships with customers and employees.
