Setting CX benchmark and automating crucial Iskon’s processes

In 2017, we started working with Iskon on their digital transformation with the implementation of Camunda. Optimising ever since, together we created a customer experience industry benchmark.

Setting CX benchmark and automating crucial Iskon’s processes
Client name
Iskon
Industry
Telco
Location
Zagreb
Services
Product Development
Methodology
Scrum
Technology
Java, JavaScript, React
Team size
9
Project duration
7 years - Ongoing

The Client

Iskon is a leading consumer-oriented telecom which has been present in the Croatian market for over 20 years. They transformed from a small, family-owned business to a part of HT group, held by Deutsche Telekom group. 

Client Challenge

Iskon wanted to respond faster to their customers, set a CX benchmark in the industry, and solve multiple business automation issues. They needed to orchestrate their behind-the-scenes business processes and systems better to achieve that. 

The Product

Digital transformation in Iskon started in 2017, and they are continuously optimising processes to fit their needs. It began with Notch principal architects and analysts defining the building blocks of Iskon’s new IT landscape based on the TMF model to create a highly effective organisation. Notch delivered multiple projects, from custom web applications that replaced the default Tasklist interface to developing microservices and custom solutions for their billing and customer service departments to the customer portal, truly transforming the way Iskon’s behind-the-scenes functions.

What does the client say?

Project Goals

Response time
Improve response time to customer requests to improve their satisfaction and set an industry benchmark.
Reduce costs
Optimise backlog business processes to reduce operating costs.
All in one
Create an interoperable system so agents can see all data needed in one.

Results

1
Accelerated efficiency with a new, custom-made application that enables agents to perform complex tasks using company-wide resources in less time and in a single dashboard and environment.
2
Reduced operating costs with a solution that automates more than 30 business processes.
3
Improved response time toward customers from 9 days to 30 minutes and optimised processes for Iskon employees.
4
Set CX benchmark in industry with an easy and fast customer support process.

Services Provided

Product Discovery

As-is analysis of business requirements, identification of critical processes, and visualisation of important elements
Selection of proper tools for the job, comparison of BPMN engines, and negotiation with Camunda

UX/UI design

UX research with order management agents and prototyped a single UI to fit all their tasks

Technologies

JavaScript
React
Redux
Java
Spring
Camunda BPM
SpringBoot
React
RabbitMQ

Consulting

Education for all employees in BPMN, tailor-made for their roles
Camunda education for IT department, with hands-on examples

Blog

Marko Stuban
Simplify database interactions in Spring Boot with JOOQ and Kotlin

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