INTEGRATED DIGITAL SERVICES

The client, a major U.S. telecom provider, was expanding its product line beyond telephone, television, and internet services to include internet-based home automation and security.

These are typically defined as device purchases, data and voice plans, and additional products and services that complement a customer’s experience.

Customers range across North America, and belong to one of three defined groups: brick and mortar stores, independent redistributors, and large corporate accounts. Each customer has a contract that addresses finances and monthly commissions paid. In addition to these groups, customers had customized contracts with specific terms and rules that applied only to them. The client had to validate that every inbound and outbound financial calculation was correct.

Incorrect calculations and overpayments cost the company thousands of dollars every month. A large backend system feeds more than 5,200 algorithms to compute each item in every contract. This complex set of customized rules required a team of experts with proficient SQL knowledge and expertise in testing complex large databases to perform advanced data calculations.

The client asked Q Analysts to provide 12 consultants: SQL developers and test analysts as. The group was divided in two parts and assigned to two locations in Washington. Each team member was involved with test planning of new feature requirements, partnered with agile development teams, and performed full end-to-end testing throughout the entire cycle.

Testing involved test data creation, validating complex mathematical and business logic, and mining every number fed through the commissions database to ensure that every amount was calculated correctly. The commissions system was automated, and no two customers had the same contract. Many customized business logic rules were applied, which required real-time collaboration to validate the business data.

In addition to new feature testing, the Q Analysts team performed a large set of regression tests, performance tests, UAT tests, and in-depth defect analyses. The team even continued working after a full end-to-end test deployment was completed. As issues arose in production, Q Analysts worked directly with customer support—filing in post-production tickets, submitting change requests, retesting new logic, deploying hotfixes, and ensuring the regression suite was up to date for the next time. Post-production issues could range from 1 week to 2 months of investigation and testing.

As the end result of this effort, the overpayment problem was completely resolved. The relationship has grown. Experts from Q Analysts continue to help the client provide smart and effective ways to improve data management processes and service quality.

Comments are closed.