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Agile Transformation and Customer Experience Optimization Platform

wearenotch.com

Telecommunications

Information technology

Operational Inefficiencies and Customer Satisfaction Challenges

The organization faced a backlog of customer satisfaction issues and quality of service (QoS) challenges while needing to modernize internal processes through Agile methodology adoption to remain competitive in the telecommunications sector.

About the Client

Leading telecommunications provider in Central and Eastern Europe serving 24 million customers with 2,000 employees in Croatia

Agile Adoption and Service Quality Enhancement Goals

Establish cross-functional Agile teams using Scrum/Kanban methodologies
Resolve existing QoS backlog through iterative development processes
Implement Agile project management tools for future-proof operations
Transform organizational mindset toward customer-centric workflows

Agile Operations and Customer Feedback System

Sprint planning and backlog management tools
Real-time collaboration dashboards
Customer satisfaction tracking system
QoS metrics monitoring interface
Agile coaching knowledge base

Agile Technology Stack

Scrum management tools (Jira, Trello)

Kanban boards

Cloud-based collaboration platforms

Customer experience analytics tools

System Integration Requirements

Existing CRM systems
Customer feedback platforms
Network performance monitoring tools
GDPR-compliant data management systems

Operational Requirements

Scalable architecture for 24/7 operations
GDPR-compliant data security measures
High-availability cloud infrastructure
Real-time analytics processing capabilities

Business Transformation Outcomes

Successful implementation will enable streamlined customer issue resolution, 30% faster service delivery cycles, improved regulatory compliance through transparent data handling, and enhanced market competitiveness through agile service innovation capabilities.