Vodafone Case Study (UK)

Project

  • Customer Centric Stack Operation Teams.

Challenge

  • The challenge was to support Customer Centric Stack operation teams in improving their success in the accomplishment of finding solutions and engage in performance missions to improve business operation with direct impact to their customers satisfaction relationship (Billing, CRM, Reports, Order Management, Middleware, Databases, Infrastructure).

Solution

  • Crossjoin built a team dedicated to Vodafone UK, with one Solutions Performance Architect (SPA) allocated on premise with main role responsibilities to lead performance root cause analysis and firefight in production, interface with Crossjoin’s Competence Centre nearshore in Lisbon, where it sits as a multidisciplinary team with a wide range of technological knowledge (i.e. SIEBEL, BRM, FMW, OSM, ASAP, IDAM, UIM, Databases, J2EE custom applications, others).

Results

  • Crossjoin has been able to engage more than 100 performance investigations (responsiveness, reliability and availability), with a high degree of success to several business-critical areas.
    • Improvement of 60% of performance in the invoicing processes at the end of the month;
      99% improvement in response time in the Docstore process, responsible for shipping of notifications and invoices;
    • Invoice generation was missing the 8am SLA causing impact to call centers with customer claims. Crossjoin implemented some quick wins with parameter tuning, which improved the throughput by 75%. In a second iteration, file content was reviewed which resulted in smaller files leading to an increase in throughput by 128%.

Vodafone Case Study (UK)

Project

  • Customer Centric Stack Operation Teams.

Challenge

  • The challenge was to support Customer Centric Stack operation teams in improving their success in the accomplishment of finding solutions and engage in performance missions to improve business operation with direct impact to their customers satisfaction relationship (Billing, CRM, Reports, Order Management, Middleware, Databases, Infrastructure).

Solution

  • Crossjoin built a team dedicated to Vodafone UK, with one Solutions Performance Architect (SPA) allocated on premise with main role responsibilities to lead performance root cause analysis and firefight in production, interface with Crossjoin’s Competence Centre nearshore in Lisbon, where it sits as a multidisciplinary team with a wide range of technological knowledge (i.e. SIEBEL, BRM, FMW, OSM, ASAP, IDAM, UIM, Databases, J2EE custom applications, others).

Results

  • Crossjoin has been able to engage more than 100 performance investigations (responsiveness, reliability and availability), with a high degree of success to several business-critical areas.
    • Improvement of 60% of performance in the invoicing processes at the end of the month;
      99% improvement in response time in the Docstore process, responsible for shipping of notifications and invoices;
    • Invoice generation was missing the 8am SLA causing impact to call centers with customer claims. Crossjoin implemented some quick wins with parameter tuning, which improved the throughput by 75%. In a second iteration, file content was reviewed which resulted in smaller files leading to an increase in throughput by 128%.

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