Revamping Legacy Systems to Enhance Performance and Client Satisfaction
Objective:
To modernize the client’s Enterprise Task Management System (ETMS) to eliminate performance bottlenecks, improve scalability, and enhance overall user experience, ensuring reliable service and client satisfaction.
Client Overview:
A prominent telecommunications company in the United States, known for its extensive network and customer base. The client sought to upgrade its legacy systems to better support operational efficiency and maintain high service levels.
Challenge:
Prior to the transformation effort, the ETMS comprised integrated sub-systems developed in-house or inherited through acquisitions. The system frequently exceeded its capacity, resulting in significant latencies, performance issues, missed Service Level Agreements (SLAs), increased Mean Time to Repair (MTR), and overall client dissatisfaction.
Our Solution:
Radiant conducted a comprehensive assessment of the ETMS, employing principles of requirements elicitation and reverse engineering. This included interviewing users, shadowing operations, analyzing workflows, capturing transactions, and identifying dependencies and opportunities for improvement.
The modernization utilized SAFe Agile methodology and incorporated cloud-native principles and microservice architectures. The solution was containerized to optimize efficiencies while minimizing infrastructure footprint.
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