The customer focuses as a so-called network provider on marketing mobile telephone contracts for the network operators T-Mobile, Vodafone, E-Plus and O2. The customer markets innovative products, services and maintenance by way of the shop chain operated as a franchise system and sales partnerships with qualified trade dealers. Customers can therefore use mobile communication in an uncomplicated manner. More than 4.65 million mobile telephone customers place their trust in this system (status 30.09.05).

Initial situation

The customer would like to set up a multi-channel web portal to take into consideration its requirements in respect of the technological and innovative market leadership. It is envisaged that such a portal provide end customers with a variety of services and opportunities covering all aspects of their mobile telephone contract and their mobile telephone. An innovative offer for 2000 that to date does not provide the conceived scope for contractual customers of a mobile telephone supplier.

The challenge

• Innovation pioneer
  Development and implementation of an online end customer portal with a yet unspecified performance scope.
• Multi-channelling
  Setting up configurable menu functions and grouping various internal channels such as SMS and WAP through to the configuration level UMTS, and external, third-party, services

Implementation – from the ACTUAL to the TARGET situation

• Performance features
  The following functionalities have been implemented:
  • Mobile, contract and service configuration programme as an internet flash application
    The customer can amend and adjust its personal data and that of relevance to contracts, implement contractual changes and call-up the desired services at the click of a mouse.
  • Delivering content (push, pull, time triggered) via SMS, WAP and internet
  • 60 integrated SMS services allow for the regular provision of the most varied of information (subscription), event-controlled SMS forwarding (alert) and direct collection of specific services (call up). 85 integrated WAP services provide an offer of selected services that can be personalised, and links to the best WAP sites while the user can load directly to the mobile various download mobile greetings, icons, logos and ring tones.
  • ComCenter
    The agenda, address book and e-mailer can be used via web and WAP and offer an opportunity for SMS news. The integrated synchronisation function allows for the match with Outlook, Lotus Notes, PDA etc.
  • Pre-configured user profiles
    Pre-set experience worlds provide the respective appropriate type content. The profiles can be individually adjusted.
  • Integration of third-party services
  • Preparation for future use of UMTS
  • CRM solution
    Recording and storing all data and the future-pointing performance scope allow for efficient and targeted marketing in respect of customer loyalty and winning over new customers
• The desired performance scope and system stability are guaranteed, in particular, by way of the following technological components:
  • Dual load balancer
  • 2 Apache servers (NETRA)
  • 2 SUN R420 Dual processor application servers
  • 4 SUN R420 Quad processor database servers

The result

The development and successful implementation of the first multi-channel portal for end customers in the mobile telephone sector saw the customer make trail-blazing preparations for the future. An excellent service at the time that became a standard device for mobile telephone suppliers due to its high level of efficiency and appeal for end customers.