The Customer

Our client is a prominent Australian telecommunications company with over 1.5 million subscribers. They offer SIM plans, home internet, and mobile devices to approximately 800,000 Australian households. Known for being technology-driven, their focus is on DIY account management, supported by efficient, online-first customer service.

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The Challenge

With plans to expand their product offerings, our client needed to modernize their architecture to accommodate rapid growth. This involved enhancing their tech stack, adding fault tolerance, and ensuring seamless integration with their existing core systems. They were also looking to improve the customer experience by providing streamlined purchasing and account management processes across their various product offerings.

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The Solution

We worked closely with the client to decentralize their architecture and enhance both their customer-facing and backend systems, enabling them to support new offerings and improve operational efficiency. Key improvements included:

• OAuth-based Identity Management (IDP): We implemented a modern, OAuth-based identity management system that allows customers to log in across all services with a single account.
• Centralized Customer Data Management (CDM): We designed and developed a customer data management system to securely store and manage user information across multiple service lines. This allowed the client to offer personalized interactions and streamline customer data across their existing systems.
• Event-Driven Architecture: Using AWS Kinesis and Lambda functions, we introduced an event-driven architecture that allows real-time updates to customer data across systems. This improved responsiveness and enabled the client to deliver faster service without the delays that come from synchronous API calls.
• Scalable Microservices: The transition from a monolithic app to a set of independent microservices gave the client the flexibility to easily expand its offerings while maintaining reliability and minimizing downtime. This architecture also improved deployment speed, allowing for continuous delivery with zero downtime.

By leveraging modern cloud-based infrastructure, the client was able to rapidly launch new products while keeping the customer experience intuitive and efficient. Additionally, the smooth migration of hundreds of thousands of users to the new platform was executed without disruption, ensuring the system was ready well ahead of new product launches.

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How We Can Help

If your business is preparing for growth, modernizing your infrastructure, or seeking to improve customer experiences, we can help you achieve these goals with tailored solutions that fit your needs.

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