The Challenge
The telecommunications industry is considered one of the most competitive sectors due to the growing number of providers.
Um dieser Herausforderung gerecht zu werden, bedarf es einer außergewöhnlichen Kundenerfahrung. Für unseren Kunden nahmen wir die Herausforderung an, eine moderne Web-Anwendung als Lösung für die Abwicklung von Orders zu entwickeln, die auf Leistung und Benutzerfreundlichkeit ausgelegt ist, mit dem Ziel, 90 % der Kundenkommunikation darüber abzuwickeln.
What we did
Our many years of experience in the conception, development, and operation of multiple web applications—including maintenance and continuous improvement—convinced one of our key customers in the telecommunications industry. The goal was to integrate Lava Suite as a modern and powerful addition to the existing application suite, while ensuring that existing applications could also benefit from and be enhanced by the new LAVA infrastructure.
This resulted in a cloud-based and scalable software solution developed by our agile development team. The first version went live in January 2018 as a managed service under the name LAVA and has since been continuously expanded with additional components and features under the name Lava Suite.
Already in the initial phase, the agile development team delivered a first functional version within just two months. The solution was fully integrated into the existing MAGMA middleware, including a central search service, and replaced hundreds of Citrix clients for call center agents across multiple contact centers.
Lava Suite pursues the goal of centrally managing up to 90 % of all customer interactions. From the outset, there was a clear focus on prioritizing essential functionalities over optional enhancements.
Since the launch of the first version, Lava Suite has been continuously expanded. Additional components such as Telesales as well as Lava Care—including features like Order Manager, Cancellation Manager, and Registration Manager—have been gradually integrated, extending the platform with further use cases.
The Result
The result is a lightweight and high-performance web GUI that is operated as a fully managed service and meets the daily requirements of call center operations.
The solution is fully cloud-based, designed for high availability and scalability, and thus provides a stable foundation for long-term operation and future growth.
More than 500 agents across three call centers benefit from an excellent user experience that noticeably simplifies and improves their day-to-day work.
Continuous development ensures that new features and improvements are delivered in short cycles and regularly released into production.
Approximately 90 % of relevant CRM functionalities are covered within the solution, allowing core workflows to be consolidated and simplified.
Via an engagement layer, the platform is seamlessly connected to the existing legacy CRM, enabling a gradual modernization of the overall system landscape.
Since the go-live in January 2018, the solution has been operated without downtime and has proven to be a reliable and stable platform in daily use.
Customer voice
“Above all, the usability-focused enhancements receive extremely positive feedback, as the team directly experiences a noticeable reduction in day-to-day workload.”
Team Lead Call Center
Peter De Wendt
Executive Board HR
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