Client:
Our client is a global Software-As-A-Service (SAAS) company that serves the wireless industry. The client provides an operational support software solution that includes Customer Relationship Management (CRM), as well as provisioning, activation and billing for telecommunications service providers. Our client’s product suite enables providers to capture orders, manage sales prospects, provision and activate services, manage and track trouble tickets and ultimately bill and collect revenue from retail subscribers
The Challenge:
Our client experienced tremendous business growth, with demands at a seven-year high. To sustain this momentum, balance a large new business pipeline and support existing customers, our client’s management team was faced with a decision: Should they hire and expand the company’s internal IT staff, or outsource to an external partner to meet product development requirements? They needed highly skilled personnel who could quickly and cost effectively step in to absorb the extra workload and allow the client’s key staff to focus on value-adding activities. In short, the client required an application development and outsourcing partner that could provide talented and seasoned professionals to help meet demands while still controlling costs … our client selected DonRiver.
The Solution:
DonRiver provided the client with more than 40 highly skilled IT consultants to whom product customizations and enhancements could be offloaded. DonRiver’s personnel have extensive telecommunications industry knowledge and worked onsite with our client’s project management, analysis and design teams. The client also took advantage of DonRiver’s Eastern European-based delivery centers, which offer expert cost-efficient development and testing capabilities. To ensure DonRiver’s resources were seamlessly integrated into our client’s existing project teams, a global development team worked onsite during the project’s early stages. This embedded approach allowed team members to quickly learn about our client’s business, strengthen client relationships and establish communication strategies with which our client was comfortable. DonRiver’s key design and development initiatives included:
Product Architecture and Design
- Onsite consultants in North America worked closely with our client’s development team to define a product road map and enhanced the agility and integration capability of the product. This effort included implementing vital SOA-based architecture changes.
- Software engineering teams from our Eastern European delivery centers performed vendor analysis, technical assessments and proof of concepts to support the SOA architecture decision process being carried out by the onshore team.
Software Development and Testing
- DonRiver worked directly with our client to complete detailed designs and developed software modules supporting service delivery, activation and billing functions. Our development team created, tested and deployed valued application enhancements. In addition, DonRiver supported a variety of critical activities such as performing vendor selections, providing architectural guidance, prototyping solutions and completing emergency defect fixes.
- Defect Resolution
- To assist our client with troubleshooting, our onsite consultants worked closely with client delivery teams to triage and diagnose backlogs of production and testing defects, while our engineering teams in Europe performed fixes, testing and code migration.
Using the DonRiver delivery and support model, along with our skilled IT consultants and offshore developers, helped our client meet customer demand and reduce internal staffing costs. Our client experienced significant savings in application support and maintenance costs, while simultaneously improving its ability to serve customers.
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