B2B2C
Telecom
Frictionless Customer Service: Monolith to Microservices Adoption
Industry
B2B2C | Telecom
Region
North America
About the Company
A Fortune 500 telecommunications enterprise recognized for its expansive wireless network, digital transformation initiatives, and focus on elevating customer experiences through technology.
Results at a Glance
0
Reduced cost (vs full refactoring)
0
B2B2C end users
0
From B2B2C portal
The self-serve portal now supports over 10M end customers and 800K B2B accounts, driving $12B of annual trade.
The portal hosts 16K products across 1000+ sales catalogs and has reduced processing time by over 500% (from an average of 10 minutes through manual processes, to less than 2 minutes with digital self-serve).
Challenges
The legacy IBM WebSphere platform was unable to support new B2B2C requirements, resulting in:
- An inability to provide a digital way to manage their devices, plans and service add-ons
- The reliance on intermediary agencies to provide this support
- Loss in process efficiencies and direct revenue
- Opportunity costs of not staying competitive with other carriers (market and revenue share)
Solution
The carrier chose to implement microservices incrementally over 18 months to take advantage of key benefits far sooner than a “big bang” migration, enabling:
Quick addition of ready-to-use services (Catalog, Pricing, Merchandising, B2B Accounts, Search and Promotions)
Systematic replacement of remaining WebSphere capabilities, in order of priority
Deployment in their existing private AWS cloud for seamless integrations with existing systems
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