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​​Analysis and improvement of a software development process​

Optimization of a customer-centered service delivery pipeline

Our client, a telecommunications company with over 100 employees in both internal and external development teams, faced challenges with a complex and non-transparent service delivery process. We conducted a comprehensive analysis, provided agile methodology training for the teams, and optimized processes with suitable tools. This agile transformation led to significant improvements in customer experience, employee satisfaction, and overall software quality.

leading the planning process

Challenge

A complex service delivery process within the telecommunications environment hindered seamless operations and delayed business-critical requests.

Consulting approach

valantic conducted a thorough analysis of the development process, trained employees in agile methodologies, and led workshops to implement agile processes and tools.

Client benefits and solution

The client experienced a significant boost in customer satisfaction due to faster, more innovative services. Additionally, transparent and streamlined processes enhanced employee satisfaction.

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The Challenge in Detail:

The telecommunications client employs over 100 internal and external development team members. This interwoven structure led to a complex and non-transparent service delivery process, making seamless work along the customer journey difficult. A major pain point was that high-cost, low-value requests for end customers were clogging the pipeline, blocking smaller but business-critical requests.

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Solution & Results in Detail:

The project was successfully delivered through the following measures:

  • Challenge analysis: in-depth examination of the requirements and development process
  • Coaching and training: employees training in agile methodologies, including Scrum, Kanban, and SAFe, along with tools like Jira and Confluence
  • Workshops: collaborative design of a product vision board
  • Further measures to enhance agility: analysis of value streams, development of release trains, and the introduction and moderation of agile roles, processes, and events
multi tasking businessman

Solution and Client Benefits:

The customer experience was greatly enhanced through the delivery of innovative and rapidly accessible services. Iterative feedback loops fostered trust, enabling the creation of lean, transparent processes, which played a crucial role in boosting employee satisfaction. By implementing a continuous Plan-Do-Check-Adjust (PDCA) cycle and an agile toolchain, the project significantly improved software quality while ensuring robust IT security.

Your Contact

David B. Hofmann, valantic

David B. Hofmann

Partner & Managing Director

valantic Division Digital Strategy & Analytics