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LEADING COMMUNICATION SERVICE PROVIDER ACHIEVES LOWEST INCIDENT COUNT FOR CRITICAL APPLICATIONS IN 20 YEARS

CLIENT

 

The client is the largest telecom service provider in Australia. They maintain over 160 applications (50 of which are business critical). We, at Mphasis, have been supporting their business operations since December 2004.

BUSINESS CHALLENGE

 

The client wanted to improve business efficiency and required our help with:

 

• Application maintenance and support

• Application development and testing-related services

• Data migration and conversion

• Reduction of time in release and implementation

SOLUTION

 

Our team helped by providing development and production support for over 140 applications, which included:

• End-to-end ownership of the process of bill generation for both fixed and mobile customers

• Payroll generation for all the client’s employees

• Ownership of security and authentication applications

• Maintenance of various enterprise applications and enhancement of application features

• Support for product launches

• Automation of tasks

• Software and platform upgrades for all software applications

BENEFITS

Our innovative solutions allowed the client to experience the following benefits:

• Achieved zero high or critical post-production defects in the past six releases

• Upgraded critical data billing application with zero downtime and 300 percent throughput increase

• Achieved 100 percent service level agreement (SLA) compliance for the past 23 continuous months, with zero penalties

• Reduced overall incident counts by 47 percent in FY13 compared to FY12

• Achieved billing of more than US$12 billion in revenue through smooth functioning of critical systems

• Ensured payments for over 30,000 employees without impacting the SLAs and user satisfaction

• Helped reach the lowest incident counts for couple of critical applications in 20 years