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CASE STUDY

Telecom Customer Management

Unified legacy customer data platforms to improve customer support workflows.

Industry: Telecom
Region: Global
Services: Cloud, DevOps
Duration: 14 months
BUSINESS IMPACT
10M+
↗
Subscribers
<100ms
↗
Response Time
-20%
↗
Churn Rate
+300%
↗
Support Tickets

Overview

A leading Telecom company, with millions of daily transactions, faced challenges with scalability, system reliability, and high infrastructure costs. Their legacy infrastructure limited innovation speed and operational efficiency.

We designed and implemented a secure, scalable, and cost-optimized cloud architecture on AWS/Cloud Platform, enabling them to focus on innovation and customer experience.

The Challenge

  • -A telecom provider was managing 10M+ subscribers using 5 different legacy systems that didn't talk to each other.
  • -Customer service agents needed to toggle between multiple screens, leading to long wait times and frustrated customers.

Our Solution

  • +We engineered an Angular-based CRM interface, exposing user statistics from the 5 backends through an API aggregation layer.

The Outcome

  • ★10M+ subscribers achieved
  • ★<100ms response time achieved
  • ★-20% churn rate achieved
  • ★+300% support tickets achieved
  • ★Enhanced security and monitoring metrics

Technology Stack

Angular
TypeScript
Node.js
Express
PostgreSQL
Docker

Solution Architecture

Hover over the systems node modules to trace request processing connections.

VPC CLOUD NETWORKPublic SubnetPrivate SubnetData LayerUSERSROUTE 53CDN GATEALBNAT GateBastionEKS CLUSTERRDS (Multi-AZ)S3 (Backup)CLOUDWATCH & DATADOG REAL-TIME TELEMETRY SYSTEMS MONITORING
“

"Consolidating 10 million subscriber records from 4 disparate CRM systems allowed support reps to address complex billing inquiries with sub-100ms dashboard latency."

ER

Esha Roy

VP of Customer Success

Key Results

  • Infrastructure cost reduced by +300% through right-sizing.
  • Achieved <100ms system availability across multi-AZ clusters.
  • Deployment release schedules reduced from hours to minutes.
  • Improved overall telemetry visibility and incident response cycles by 60%.
  • Strengthened corporate compliance perimeters with industry best practices.

Ready to achieve similar results?

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