About The Company
The client is a global leader in telecommunications and one of the largest wireless carriers in the US, offering services like wireless communication, broadband, and digital entertainment.
The Challenge
To stay competitive in a digital-first, customer-centric market, the client recognized the need to embark on a digital transformation journey. With growing consumer demand for seamless, personalized experiences, they aimed to modernize their technology and customer engagement platforms to streamline operations, enhance customer experiences, and drive innovation in response to growing consumer demands.
The Solution
To address the client challenges, we decided to build a transformation roadmap leveraging Sutherland’s Stabilize, Automate, Innovate, Launch (SAIL) framework. It begins with Stabilization of systems for reliability, then Automation of operations to boost efficiency and cut costs. The Innovate phase introduces new technologies for a competitive edge, and Launch ensures smooth deployment and scaling. This structured approach helps businesses achieve outcome-focused transformation and stay ahead of market changes.
Using Sutherland’s SAIL approach, we designed and implemented a comprehensive digital transformation roadmap for the client:
Stabilize
- IT Asset Management and Rationalization: We audited the client’s IT assets, reducing application Opex by 40% and eliminating unnecessary license costs, freeing up budget for strategic investments.
- Agile Foundation: Scaled Agile delivery with close collaboration between onsite and offshore teams, increasing productivity by 308% from 2018 to 2023 and achieving a 12–16-day average release cycle time.
Automate
- QE Engineering Automation: Enhanced Quality Engineering by integrating SOA service APIs into tests and automating testing with an API-based suite, resulting in faster issue identification, better product quality, and reduced time to market.
- DevOps Implementation: Our DevOps strategy, including continuous integration and containerized builds using Kubernetes, improved development agility, reduced cycle times, and increased system reliability.
- Microservices Architecture: Adopted a microservices approach, enabling independent scaling, development, and deployment, reducing system-wide outage risks and fostering faster innovation.
- Elevating Digital Presence: Overhauled the client’s digital presence with integrated AEM and Angular applications, enhancing customer engagement and reinforcing their digital leadership.
Innovate
- Tech Stack Modernization: Migrated monolithic applications to a cloud-native microservices architecture on AWS, leading to a 35% reduction in Opex, 22% decrease in total cost of ownership, and doubling of release cycle speed.
- IT Infrastructure Transformation: Modernized IT infrastructure by migrating 75% of workloads to AWS Cloud, automating 50% of manual SOPs, and achieving 99.99% platform stability with zero major incidents in 20+ releases.
- Proactive Churn Management and Fraud Prevention: Implemented an AWS Data Lake for real-time access to a Customer Golden Record and ML-driven insights, reducing churn and preventing $200 million in annual fraudulent losses.
Launch
- CX Transformation and Digital Care: Unified user experience across 10+ channels, resulting in a 70% boost in campaign effectiveness, 45% more personalized offers, and a 20% reduction in customer churn, enhancing satisfaction and loyalty.
The Outcome
The ITAM initiative cut application Opex by 40% and reduced license costs, freeing up budget for strategic investments. Agile adoption boosted productivity by 308% by 2023, with a 12–16-day release cycle. Implementing a robust UI Automation framework with over 1,000 test scripts improved issue identification and time to market. Migrating 60% of business capabilities to microservices and 75% of applications to AWS Cloud increased efficiency, cutting Opex by 35% and total cost of ownership by 22%. This transformation also led to improved customer engagement, raising campaign effectiveness by 70%, increasing personalized offers by 45%, and reducing churn by 20%.
That’s digital performance unlocked, and measurable results delivered!
Services
Digital Engineering Services
Industry
Telecom
