Client Overview
We partnered with a leading global telco company to transform their order management system. The client was facing significant inefficiencies due to reliance on manual processes and disconnected systems for order intake, processing, and fulfillment. These challenges were negatively impacting order accuracy, fulfillment times, and operating costs.
Technical Challenge
The client processed orders across multiple disconnected systems with largely manual hand-offs between teams. This resulted in delayed order delivery, higher costs, and poor customer experience.
Key challenges included:
- Data discrepancies across systems leading to order errors
- Difficulty scaling operations during peak periods
- Lack of visibility into end-to-end order status
The goal was to create an automated, scalable order management solution to optimize workflows.
Objectives
Our engagement focused on these primary objectives:
- Automate order flows to eliminate manual efforts
- Enable seamless integration between core order systems
- Provide complete workflow visibility through central dashboard
- Scale order volume efficiently during peak periods
- Reduce order processing costs
Our Approach
Analysis & Strategy
We performed an assessment of existing systems, workflows, and infrastructure. Key findings included high manual processing efforts, infrastructure limitations during peaks, and poor system interconnectivity.
Our solution leveraged Azure Service Bus for messaging, Azure Functions for workflow automation, and API Management for a unified integration layer. Benefits included scalability, rapid integration, and lower costs.
Technical Solution
We designed an Azure cloud solution focused on:
- Azure Service Bus: Handles messaging and system events to trigger order workflows
- Azure Functions: Implements core order processing logic to orchestrate end-to-end flows
- API Management: Provides a gateway to orchestrate APIs across systems
- Power BI: Central dashboard for operational visibility
The platform enabled automated scaling, improved resilience, and streamlined interconnections.
Implementation
The implementation was completed via agile sprints, with continuous customer feedback. Key milestones included:
- Initial buildout of core Azure components
- Phased connections to integrate order systems
- User testing and refinements during latter sprints
- Transition from pilot to production after customer signoff
The cloud foundation enabled rapid deployments as additional order workflows were migrated to the platform.
Results
Performance Metrics
The solution delivered significant improvements:
- 50% faster order processing speed
- 83% reduction in manual efforts
- 3x more peak order capacity
- 99.7% order accuracy rate
Business Impact
The streamlined flows and robust automation translated into manifold bottom line benefits:
- 50% improvement in customer delivery timelines
- Customer satisfaction/NPS scores improved 22 points
- $3.8 million in anticipated annual cost savings
The agile Azure integration established a foundation for future innovation.
