To accelerate the speed of innovation and adopt new technologies and processes to strengthen its position in the market, a top UK network service provider and early adopter of 4G technology turned to EPAM for help in transforming to a more agile enterprise

EPAM worked with the customer to implement agile methodologies, laying the groundwork for the company to deliver a digital delivery factory focused on customer insights, which ultimately led to a continuous stream of enhancements to its platforms –including its mobile app and website. Since the adoption of this new way of working, the company has delivered over 300 digital releases since 2016, and the quality of digital services has significantly improved.

Key Challenges

While this network provider has one of the largest, fastest and most effective mobile networks in Europe, network availability wasn’t enough to win and retain the customer. The company needed to ensure that their customers’ digital experience matched the high quality offered by digital natives and the promise of the market-leading network by making an investment in innovation. With the added challenge of outdated technologies and processes stemming from a recent merger, the company had to entirely change its delivery approach to bring products to market faster.

In collaboration with EPAM, the network provider created a roadmap to transform the way digital was delivered, from product conception to release. The goal of the partnership was to create an efficient, effective and continuous delivery organization that would provide a solid foundation for digital transformation to create an outstanding customer experience.

Solution Highlights

Working alongside EPAM’s teams across engineering, delivery management and creative consulting, EPAM and the business introduced a new way of working to employees. EPAM’s extensive experience in using agile development with its onshore and nearshore teams helped the client embed new processes into an effective delivery framework. Additionally, EPAM worked to ensure that the client’s eCommerce and content platform were leveraged to deliver on the platforms’ capabilities, which were a key component to the digital delivery process.

By implementing a new digital delivery model, the client had more agility and flexibility as roles could move between work streams, and shared resources were more closely aligned to business needs and delivery squads. At scale, the structure also enabled cross-functional teams to plan and adapt to multiple, complex work streams.

With the agile delivery model in place, the client was able to deliver a continuous stream of enhancements to its platforms, including a mobile responsive website, an updated customer account portal and a new sales platform. 

The Results

Since the first fully agile team began working together in 2016, the team has achieved the following results:

• 300+ digital product releases, resulting in a 30% increase year-over-year
• 40% reduction in user acceptance testing bugs & 90% reduction in production bugs
• 11 platform upgrades & major implementations
• Increase in the mobile app rating from 2/5 in 2017 to 4.5/5
• Automated the customer digital checkout, resulting in 85% automation of orders, drastically increased from just 5% in 2017
• An estimated £25m+ forecasted revenue growth
• An estimated £40m cost reduction (over five years)

Technologies used