Technologies
  • Java
  • Operating system Linux RedHat
  • Application  server JBoss
  • Portal LifeRay
  • jBPM
  • ORM Hibernate
  • Spring
  • Development environment Eclipse
  • Oracle DB 10g in a RAC cluster
MEC - Mobile Virtual Network Operator, CRM
Summary

MEC (Mobile Entertainment Company), a virtual mobile operator, is owned by the Penta group, one of the biggest private equity companies in Slovakia.

The virtual operator is offering services under its own brand, but uses the networks of existing operators for the purpose of providing services. MEC signed a Service Provider Agreement with the Polish company PTC  (Polska Telefonia Cyfrowa), that enabled it to provide mobile telephony services on the Polish market under the Mobilking brand. This contract enables it to provide mobile telephony services based on the network and coverage of PTC, which operates the mobile networks ERA and Heyah.

EEA participated in a project for supporting the internal processes of MEC for various department operations.

Challenge

MEC needed to build a information infrastructure for department operations in order  to support its internal processes.
The first phase of the project had the following goals:

  • Building up a basic hw infrastructure for IS/IT
  • Implementation of core CRM functions (Customer Relationship Management) as a main application for Customer Care (CC), and Back Office (BO)
  • Building up a Knowledge base
  • CRM interface to partners and suppliers (especially hosting Mobile Network Operator (MNO) and Content aggregator)

The second phase of the project included the following areas:

  • CRM upgrade :
    •  Automation and extension of the processes
    •  Campaign support
    • Knowledge base
  • Interconnection  between the switchboard and CRM via a third-party application
  • Mobile Number Portability (currently running as an independent project)

The project had to support multiple countries, the customer requested a unified database and application logic for all the countries. The CRM application is multi-lingual; the English version is implemented.

Currently, MEC provides only prepaid voice and content services, without data services and without invoices.

The system was originally planned for the following number of concurrent users:
CC – call centre, first year 100, potentially 200 heavy concurrent CRM user
BO – back office; first year 30, potentially 50 heavy concurrent users
PoS – Point of Sales, first year 1000, potentially 2000 users with seldom access

MEC was looking for a supplier capable to develop systems with the required functionality and secure their long-term support and further development.

Solution

For the first phase of the project, the customer ordered a third-party analysis including a description of the business processes, description of use cases, design and prototype of screens, DB sizing, technical architecture and a partial description of the interfaces. The proposed solution was based upon this analysis and an additional analysis made by EEA.

During the second phase, additional functionality was added to the system.

Application architecture

EEA developed a portal CRM application based on a thin web client technology and LifeRay platform.

This application enables Call centre agents to store and solve customers’ requests. Control function and problem solving tasks are then taken over by the Back Office. The process of solving customer issues and requests is managed by a workflow based on JBPM technology, while utilizing integration web service interfaces. CRM systems through web service interfaces ensure communication, necessary for solving these requests, with third parties – MNO and Content aggregator.

Technical architecture

Solution Architecture

CRM system is a portal web application, running on a JBoss application server and RedHat Linux operating system.

The presentation layer is based on a LifeRay framework that represents portal implementation according to specification  JSR168. Individual User Interface module applications are built as portlets according to this specification.

Business  and Workflow layers are built as plain Java components managed by the Spring framework. Workflow engine is based on a JBoss JBPM platform.

The data layer is built on an object-relation mapping tool Hibernate and data stored in an Oracle relational database.

The integration layer is made as an independent web services application on an independent  integration server. Connection with a portal is implemented through web services on an Axis platform.

The integration server communicates with third parties (MNO, CA) via  web services or SFTP file transfer.

EEA runs and supports the whole system under an SLA agreement.  EEA also provides MEC with  complete  Operational support of the systems, including support for hw systems, network, operating systems, database, CRM, security monitoring, backups etc. , Development services for continuous development of the applications and Application support,  including Help Desk services (reporting of customer problems via telephone) and their resolution.