Accelerated efficiency with a new, custom application, where agents handle tasks more efficiently.
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Setting CX Benchmarks and Automating Crucial Processes
In 2017, we started working with Iskon on their digital transformation and Camunda implementation. Continuously optimizing since then, together we created a customer experience industry benchmark.
CLIENT NAME
Iskon
INDUSTRY
Telco
TECHNOLOGY
Java, JavaScript, React
SERVICES
Camunda BPM Integration
METHODOLOGY
Scrum
DURATION
2017 - Ongoing
LOCATION
Croatia
TEAM NO.
9
The Client
Iskon is a leading consumer-oriented telecom with over 20 years of market presence in Croatia. They transformed from a small, family-owned business to a part of HT group, owned by Deutsche Telekom.
The Challenge
Iskon wanted to respond to customers faster, set an industry CX benchmark, and solve multiple business automation issues. They needed to optimize their internal business processes and systems to achieve these goals.
The Solution
Notch led Iskon’s digital transformation by designing a TMF-based microservices architecture and building custom solutions for billing, customer service, and the customer portal. They unified fragmented processes into an interoperable platform, enabling agents to access customer data in one interface, automate over 30 business processes, and respond faster and more efficiently.
What does the client say?
Play Video
Ranko Petrović
Iskon // Director of IT
“With Camunda implementation, we minimized the time needed to process some customer requests from 9 days to 30 minutes. That gave us the possibility of faster reaction to market needs.”
Project Goals
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1Improve response timeSpeed up response times to enhance customer satisfaction & set benchmarks.
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2Reduce costsOptimize business processes to reduce operational costs.
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3Boost agent productivityCreate an interoperable system so agents can view full data profiles in one interface.
Process
01
CX ideation workshops
Mapping key personas and journeys, capturing customer and agent pains, and defining priority CX improvements.
02
Assessment
Reviewing as‑is billing and customer care processes to find bottlenecks and automation opportunities.
03
Requirements & user research
Consolidating business and legal requirements while interviewing stakeholders to understand real workflows and expectations.
04
UX / UI design
Designing and prototyping a unified experience for agents and customers across billing, support, and the portal.
05
TMF-based implementation
Translating the target processes into a TMF-aligned microservices setup and delivering custom billing, care, and portal solutions.
06
Validation & optimization
Testing flows with users and teams, then iterating on processes and UX to secure faster responses and better CX.
Technologies & Services
JavaScript
React
Redux
Java
Spring
Camunda BPM
SpringBoot
React
RabbitMQ
Product Discovery
Ideation Workshop
Business Process Consulting
UX/UI Design
The Product
Spotsie leverages Bluetooth Low Energy (BLE) technology for logistics automation, worker safety, and location-based services. The platform features the Spotsie Cloud, along with on-site gateways and beacons that collect real-time data from BLE devices and send it to the cloud for processing.
