Customers are becoming the kings of telecom. However, while a focus on customer experience is well understood across the telco industry and there is a growing focus on Net Promoter Score as a performance metric, operators are realizing the criticality of agile IT and improving time to market as a means for winning new customers and improving customer satisfaction.
IT agility as a way to improve customer satisfaction
The same thinking was behind Finnish operator DNA's decision to start their journey towards agile IT—with a vision and mission to have the most-satisfied customers in the Finnish market. This meant delivering on a promise of providing connections, services, and devices in a clear, easy, and cost-effective manner. In particular, complex services such as virtual PBX and the upcoming cloud services have created the need for a new B2B business segment, with the Lead-to-Service process (Service Order Management) identified as a crucial area of where to introduce automation.
In 2016, as DNA was introducing the new Ericsson Service Order Management system (Catalog Manager, Order Manager, Adaptive Inventory, Multi Activation), Ericsson simultaneously proposed Application Development and Modernization (ADM) services and DevOps as a new IT way of working to automate the continuous development of the software platform and business processes.
According to Tommy Olenius, CTO of DNA, “Our business KPIs are related to how efficient and how well we are performing in our business processes overall; in that sense, the main concern why we moved into the Ericsson Service Order Management solution and DevOps was to be able to improve our business KPIs.”
As Olenius notes, “Digital transformation is not only a technical transformation...it is more related to improving and automating business processes, and really the innovation came from this aspect."
Phased approach to Application Lifecycle Management transformation
Rolling out a complete DevOps framework is not a onetime activity, especially for enterprises like DNA. Compared to smaller companies, enterprises have more-complex legacy software delivery processes that involve teams distributed across silo-based organizations and large, monolithic applications. Also, enterprises are geared for stability and predictability; hence, the transformation of IT processes needs to happen without disruptions and without influencing the running daily operations.
While many organizations commence the journey of rolling out DevOps principles with the best of intentions, without a proven implementation approach, proper automation tools, different views, and priorities very few organizations succeed in achieving their strategic goals.
Ericsson applies its DevOps transformation framework—a phased approach that spans people, tools, and processes—to enable operators to embrace the transformation effectively and efficiently. Keeping the primary objectives of customer experience improvement, cost optimization, and reduced time to market in mind, our framework builds on a combination of pre-integrated, open source, and enterprise-IT grade tools to realize a collaborative IT way of working .
Benefits to DNA
Ericsson ADM services together with the adoption of DevOps for Service Order Management are helping DNA to rapidly grow their top line providing faster time to market especially for complex products in the B2B segment. Automated build, test, and deployment—including post-deployment smoke tests and regression tests—are all ensuring that there are no manual mistakes in deploying new software into production and that downtime and production issues are significantly minimized.A few key takeaways from this case study include:
- Improved time for delivery of complex B2B services from months to days
- A tenfold decrease in the time needed for regression tests
- A tenfold decrease in the amount of time for platform deployment
- A fully automated platform deployment process
Watch the video below to hear why DNA selected Ericsson ADM and DevOps for Service Order Management to accelerate IT agility, and to learn more about IT agility as a way to improve customer satisfaction:
Want to hear more or speak to the customer? Come and see us at the Ericsson Hall 2 at MWC 2018.