Exigen® Services:

Case Study
EDEN – a successful
eBusiness software
platform

“Great news! T-Mobile Retail AboUT T-Mobile International

was deployed at all stores
on October 14, 2008, and T-Mobile International, a wholly-owned subsidiary of Deutsche Telekom,
it is estimated that approx. was established in December 1999. Since then, it has positioned itself
40,000 calls to customer as one of the largest international mobile communications carriers. Today,
services will be saved per T-Mobile ranks among the global market leaders in the mobile telecom-
year by enabling the stores munications industry.
to perform these transac-
tions in store. Sales people
were providing positive
feedback on the new appli- Overview
cation, and T-Mobile support
services had received no Exigen® Services cooperates with T-Mobile branches in the United King-
calls for technical help since dom, Austria, the Czech Republic, the Netherlands, and Germany. Our col-
deployment.” laboration started in May 2004 when, looking for a contractor to overhaul
the legacy website chain across its European national companies, T-Mo-
Vijen Patel bile selected Exigen Services based on its strong experience in developing
Senior Delivery Manager and implementing web-enabled and eCommerce solutions.
for eBusiness
T-Mobile UK Exigen Services operates a dedicated Offshore Development Center (ODC)
for T-Mobile with approximately 200 full-time employees.

The activities of the ODC cover many areas of business, with more than
30 projects running concurrently. Operational domains covered by this re-
lationship include the following:

►► Customer Relationship Management (CRM)

►► eCommerce
►► quality assurance
►► SAP
►► business risk management
►► business intelligence
►► TSS (Oracle database interaction)
►► web analytics
►► Rating, Billing and Payment (RBP)

EDEN – a successful eBusiness software platform

Project challenges

Since the company’s inception in 1999, T-Mobile has relied on regionalized

IT operations to handle all development requirements for their respective
geographies, creating redundancies in labor, slow application rollouts and
bloated budgets. This overlap was felt most in eBusiness and other cus-
tomer-facing applications; whenever an application was needed in a new
geography, it was developed from the ground up. The resulting disparate
applications did not communicate with each other. They required local
IT resources for support and provided a very different subscriber experi-
ence from region to region.

The global telecom operator knew it needed to streamline its IT sup-

port systems, modernize its application framework, unify its subscriber
 “The deep domain expertise experience and reduce operating expenditures for its global IT organiza-
and technical prowess of tion. The sheer enormity of the task could not be done internally. T-Mobile
the St. Petersburg, Russia, International required an experienced partner that would integrate with
development team really the operator’s IT resources to meet the business challenge.
was the deciding factor for
us. Once we moved away
from the planning phases
into the actual project, it be- Exigen Services initiative
came clear Exigen Services
was the strategic partner The EDEN project was launched by the Exigen Services T-Mobile Offshore
we needed. Their combi- Development Center (ODC) in January 2005. The goal was to convert all
nation of the best tools, eBusiness applications to a unified architecture leveraging a new technol-
advanced methodologies, ogy stack including Java EE, Tiles, Struts, Hibernate and Web Services.
deep domain knowledge and Currently, all T-Mobile UK customer-facing and internal applications oper-
right commercial terms sets ate on this basis. Among them:
them apart.”
1. eShop, a Web-based eCommerce application for managing sales of mo-
Matthias Hansen, bile phones and accessories It includes internal application such as:
Project Manager, ►► Order manager, an application for customer eShop order man-
T-Mobile International.
agement
►► eProposition Manager, an application for managing eShop cata-
logues as well as data for T-Mobile Retail and My T-Mobile
►► Set of applications supporting communication with the T-Mobile
billing system for authorized dealers
2. T-Mobile Retail, a highly customized application automating the T-Mo-
bile retail workflow.
3. My T-Mobile, a self service portal for clients.

The EDEN platform considerably simplifies development, integration, sup-

port and enhancement of applications. A dedicated team within the T-Mo-
bile ODC has been working on the EDEN server platform continually over
the last three years, and their effort is estimated at more than 100 person-
years.

EDEN applications

EShop
New eShop was intended to reorganize T-Mobile’s web business and boost
sales of services over the Internet. T-Mobile’s enhanced web presence
provides T-Mobile customers across different European markets with
common functionality and user experience, delivered via a new unified
framework that is robust, consistent, customization friendly, and features
a unified look-and-feel. The primary challenge facing the Exigen team lies
in the fact that the new functionality has to be built on top of the old exist-
ing web shops. It is not possible to shut down the existing sites, so the new
functionality must be implemented and deployed in iterations.

The Retail Bulletin.com an online information source aimed at meeting

retailers needs in its January Website Rankings of 100 Retailers has rated
T-Mobile UK official web-site as one of the best telecom site for usability,
performance accessibility and a range of other parameters.

T-Mobile Retail
Among the new applications within a new software platform Exigen Ser-
vices was contracted to develop a new CRM web-based solution to replace
the existing Lotus Domino - based application supposed to orchestrate all
activities connected to the direct sales. The new application was supposed
02
to match former application functionality and include some new business
processes and services.

The new application supports the following procedures/processes: man-

age user accounts by administrator on T-Mobile web-site, supporting au-
tomatic/manual credit scoring of customers, manage content lock, create
pre/post-pay, gather handsets for repairs, create return/exchange of cus-
tomer’s handset, manage insurance policies; perform search of required
docs, generate reports (operation, sale), perform audits, update store
inventory database, check network coverage on any of any given UK ad-
dress.

The deployment of the T-Mobile Retail application has reduced the num-
ber of telephone inquiries to the T-Mobile customer service department
by 40,000 per year. The application went into production in October 2008
as  a part of the T-Mobile customer relationship management system.
T-Mobile Retail is used by T-Mobile sales and service personnel at re-
tail stores to obtain customer information. This reduces pressure on call
center operators, who previously obtained this data from various sources,
which were not always up-to-date.

My T-Mobile
The My T-Mobile home page says: “Say goodbye to paper… and hello to your
online bill.”

That is a good description of My T-Mobile, a self-service portal offering

the following functionality:
►► billing and payment management (free itemized billing, latest usage
information, support for setting up direct debit, registering credit cards,
and making payments)
►► account management (adding allowances, changing price plans, and
updating services)
►► contacts and communications (allowing the customer to send texts,
maintain email contacts, and send emails to customer service)

Impact on business

The redesigned system went live in early 2007 with a UK pilot, and global
rollout is under way currently. Since the unveiling of the new platform,
T-Mobile International has reduced developer time for localization of sub-
scriber-facing applications from 3,100 person-hours to less than 100 per-
son-hours. IT resources can be applied to more strategic projects, applica-
tions can be launched more quickly, and overall IT management costs are
slashed.

Technologies:

Java EE, EJB, JDBC, Hibernate, JSP, Servlets, Struts, JSTL, AJAX, JMS,
JMX, Web Services, Tuxedo, CORBA, JUnit, JMock, XDoclet, ANT, Log4J,
Spring, Velocity, Quartz, OScache, Ehcache, Regexp, JCE, JCA, JDOM,
CGLIB

03
 CORPORATE ABOUT EXIGEN® SERVICES
HEADQUARTERS
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San Francisco, CA 94111 USA and combines world class skills, recognized expertise in development
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deliver results. Exigen Services has pioneered a new approach to global
[email protected] application outsourcing, Outsourcing 2.0 that includes commercial terms
Phone: +7 812 3279900
that optimize financial alignment between client and vendor. As a result,
Anastasia Novoseltseva, Exigen Services makes IT outsourcing a much easier and more beneficial
marketing communications undertaking for global enterprises.
director, Exigen Services
Since 2000, Exigen Services has been the global leader in the use of distrib-
Alexander Pahomov,
Telecommunications
uted Agile methods for rapid and precise systems development throughout
Practice Leader the banking/ insurance/ brokerage, healthcare, telecommunications, gov-
phone: +7 921 935 0002 ernment and media industries. Exigen Services has achieved high honors
in a variety of independent lists and rankings, including Brown & Wilson
Black Book of Outsourcing in 2008, Global Services 100 in 2009, Inc Maga-
For information zine’s 2008 Inc5000 and is a top 10  provider of both outsourced product
on Exigen Services call your development and human capital development.
local worldwide sales, service
and technical support offices:
Clients range from mid-sized growth companies to Fortune 500 organiza-
www.ExigenServices.com
tions including Sun Microsystems, CSC, Universal Music Group, Standard
& Poor’s, T-Mobile, Westpac Bank and many others.

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All of the specifications shown in this brochure are subject to change without notice. 04