Investment in convergence that helped T-Mobile get 269K new customers
Company
Country
Poland
Industry
Telecommunications
System
CRM system
Executive summary
01
Client
T-Mobile Poland, a leading telecommunications company with over 11 million users.
02
The core challenge
To increase competitiveness, T-Mobile aimed to introduce fiber optic internet services. Unfortunately, this offer extension required an updated CRM system for sales and post-sales support.
03
Solution delivered
Pretius expanded T-Mobile Poland's existing CRM system by creating a new Kubernetes cloud and implementing microservices (Order Inventory, Product Inventory, Agreement Inventory, Place Inventory) integrated with TMForum API.
Key outcomes:
A convergent offer: Enabled a convergent offer (internet, telephone, TV), enhancing market competitiveness.
New capabilities: Supported new functionalities like booking inspections and verifying fiber optic availability.
Enabled collaboration: Allowed cooperation with various fiber optic vendors.
Rapid growth: Contributed to almost 270k new clients in Q2 2021.
Client background
T-Mobile is the leading telecommunications company in Poland, with over 11 million users.
As a prominent player in the Polish market, T-Mobile continuously seeks to expand its service offerings and maintain a competitive edge.
The Business challenge: Introducing fiber internet service
To increase competitiveness, T-Mobile decided to expand its offer to include fiber optic internet connections for both current and future clients.
This strategic move presented a significant challenge: the company needed an updated CRM system for T-Mobile consultants that would enable seamless sales and post-sales services for the new internet connection offerings.
Without an updated system, T-Mobile would struggle to manage the complexities of fiber internet sales, including order processing, customer product management, contract handling, and address verification. The lack of such a system would hinder their ability to deliver a comprehensive and competitive converged offer (including internet, telephone, and TV), limiting their market reach and ability to acquire new customers in the rapidly evolving telecommunications landscape.
Technologies That Powered the Transformation
01
Java
02
Oracle DB
03
Kafka
04
TypeScript
05
JavaScript
06
Angular JS
07
Liquibase
08
ActiveMQ
The solution provided by Pretius:
T-Mobile Poland, having collaborated with Pretius for over nine years on their existing CRM system, chose Pretius to expand this critical platform.
After a thorough analysis of T-Mobile’s business needs, Pretius's software architects proposed expanding the current CRM system with new architectural components. For this purpose, a new Kubernetes cloud was created, on which several microservices supporting the sales process were implemented.
These microservices included:
Order Inventory:
A dedicated database for managing customer orders.
Product Inventory:
A module that allows the management of customer product information.
Agreement Inventory:
A database for storing and managing customer contracts.
Place Inventory:
A system for handling address-related data, crucial for verifying fiber optic availability.
Moreover, these microservices were integrated with the API by TMForum, a global association for service providers in the telecommunications industry, ensuring industry-standard compliance. This architectural expansion provided the necessary infrastructure and functionalities to support the new fiber internet services, enabling T-Mobile consultants to efficiently handle sales and post-sales activities.
Measured outcomes and business impact
Thanks to the expanded CRM system, T-Mobile Poland was able to offer its clients a convergent service, integrating internet, telephone, and TV services. This significantly enhanced their competitiveness relative to other operators in the market.
Foundational operational improvements
Future-proof, flexible system: The expanded CRM system provided T-Mobile with powerful foundational improvements. The introduction of dedicated microservices for Order, Product, Agreement, and Place inventories ensured efficient and organized management of key business data related to fiber internet services.
Optimized processes: The integration with TMForum API enhanced adherence to industry standards, optimizing operational processes. The new system enabled streamlined workflows for sales consultants, from verifying service availability at a customer's address to managing service appointments and contracts, leading to increased operational efficiency and accuracy.
Strategic and commercial value
A convergent offer: The strategic value derived from the solution is evident in T-Mobile's enhanced market competitiveness. By offering a convergent service (internet, phone, TV), T-Mobile could attract a broader customer base and differentiate itself from competitors.
New capabilities: The new software supports additional functionalities, such as booking inspections and verifying fiber optic availability.
Flexible operations: The flexibility to collaborate with multiple fiber optic vendors, facilitated by the new system, provided T-Mobile with strategic agility and broader network reach without significant capital investment in infrastructure.
Rapid growth: The acquisition of almost 270,000 new clients in Q2 2021 underscores the direct financial impact and successful market penetration achieved through the implementation of this solution.
M
Clients of T-Mobile in Poland
years
Of partnership between T-Mobile and Pretius
K
New clients after introducing fiber internet
Client testimonial
Renata Kania
Senior Security Awareness Specialist at T-Mobile
Pretius has quite a few huge, enterprise-grade projects in their portfolio. I believe the reason for this is that they go the extra mile to understand the partner’s business goals and do what they can to provide a software solution that meets these goals.
Conclusion
This project showcases a successful collaboration between T-Mobile Poland and Pretius, resulting in a significant expansion of T-Mobile's CRM system to support the introduction of fiber-optic internet services.
By implementing a new Kubernetes cloud and a suite of specialized microservices, integrated with industry-standard APIs, Pretius enabled T-Mobile to offer a convergent service that substantially boosted its market competitiveness. The new functionalities and strategic vendor flexibility led to substantial customer acquisition and solidified T-Mobile's position in the Polish telecommunications market, demonstrating the profound business impact of well-executed software solutions.
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