GGA - Customer portal/eShop

Short Description

Initial Situation:

A solution is needed that allows customers to independently manage their contract data.

Goal:

Comprehensive interfaces to the external systems in order to provide all necessary data bidirectionally for the customer portal and the webshop. The interface should be intuitive and easy to use while meeting the high security requirements of the telecommunications industry.

Facts

>100 K

Customers

1000

Products

21

Interfaces

>800 p.D.

Customer Interactions

99.999%

System Stability

Project Steps

Strategy Development/Analysis

We began the project with a comprehensive analysis of customer portals and telecommunications eShops currently available on the market. The best approaches were identified and served as key criteria for developing the new GGA customer portal.

Next, we analyzed all relevant external systems and carefully reviewed which interface technologies would be suitable for data exchange. One particular challenge was that certain data sources had to be integrated from very old infrastructures.

Prototyping

Following the analysis phase, we developed an interactive mockup of the customer portal and webshop. During several design sprints, user flows, look and feel, and interface integrations were tested. Early tests with selected pilot customers provided valuable insights into usability and system performance, which were directly incorporated into further development.

This allowed us to ensure early on that the portal would meet high expectations in terms of user-friendliness and security, while validating the most important features in realistic environments.

Implementation

Building upon the findings from the prototyping phase, we began the actual development. In close collaboration with GGA, the customer portal and eShop were expanded in multiple iterations, and relevant external systems such as CRM, billing, and provisioning were integrated. The agile approach allowed us to continuously incorporate customer feedback and quickly implement new features.

At the same time, we fulfilled stringent data security and privacy requirements by establishing modern encryption and authentication mechanisms. As a result, the solution stands on a stable and future-proof foundation.

Industrialization

After successful real-world testing, the system was moved into regular operation. In order to serve a steadily growing number of customers, we implemented a scalable hosting solution, complemented by continuous monitoring and automated updates. This setup achieves nearly uninterrupted uptime.

Additionally, a comprehensive support and maintenance concept was developed to ensure all interfaces run smoothly and new features can be introduced quickly. This guarantees a consistently high level of service quality for all users.

Result

Taking off with new technology: The rocket motif highlights how GGA is really taking off with the new customer portal and webshop. Over 100,000 customers are already actively using the platform, managing their contract data independently and choosing from around 1000 products. Meanwhile, 21 interfaces enable seamless, bidirectional data exchange with the legacy systems.

Every day, more than 800 customer interactions take place. Thanks to consistent monitoring and high system availability, a stability rate of 99.999% is achieved. This combination of usability, security, and scalability not only increases end-user satisfaction but also provides GGA with the foundation to seamlessly integrate future digital services and continue driving the company’s growth.

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Customer Portal, eShop and Interfaces