Birgit S.-Business Analysis & Solution Design :: IT Architecture :: Project Management

Expansion of self-service in customer portals

Objectives:

• Cost savings in customer service
• Customer independence from customer center service hours
• Savings in maintenance costs for the different implementations in the private and business customer portals

Measures:

• Fault reporting from the customer portal with a diagnostic tree and help with troubleshooting
• Generation of return labels for hardware returns or exchanges
• Management of the billing channel and format as well as settings for itemized bills
• Document archive
• Secure inbox
• Display of order status and technician appointments for new connections and existing orders
• Rescheduling of technician appointments
• Enabling customers to manage TVplus access data (PIN and parental controls) in the customer portal
• Design of a process for switching to the new TVplus provider Ocillion
• Analysis of existing functionality in the business customer portal for migration to Angular with various architectural adjustments
• Concept for setting up teams with SIP Trunk
• Integration of customer portal functionality into the M-net hilft app
• Push notifications for invoice receipt and changes to order status in the M-net hilft app
• Progress updates during fault resolution in the app

Optimization of ordering processes

Objectives:

• Greater product coverage through online ordering processes to reduce errors caused by duplicate data entry and relieve order management
• Introduction of new portfolios to increase revenue

Measures:

• Integration of new portfolios in the private customer area into the existing ordering processes
• Design of online ordering for the IP MGA / TKA / SIP Trunk products for business customers
• Introduction of an approval process for special discounts granted by sales
• Design of data collection and data exchange processes with expansion partners (e.g. Telekom, Deutsche Glasfaser)

Data Protection & Security

Objectives:

• Compliance with the requirements of the BFDI, GDPR and AGG as well as other legal requirements
• Prevention of fraud and analysis of the causes of existing fraud cases

Measures:

• Design of secure customer or contact person identification at the hotline using additional, difficult-to-guess secrets and their management in the customer portal or the M-net hilft app
• Overall design of a cross-system email verification process for the secure delivery of personal data
• Development of a process for routing documents containing personal data to postal delivery when no verified email is available
• Development of central contact person management, including a dedicated role and authorization concept for the business customer portal
• Design to meet the requirements of the TKMOG (consumer protection)
• Transparency regarding contract terms and cancellation periods
• Cancellation button in the unprotected area
• Design of Keycloak login including 2-factor authentication
• Migration of all passwords stored in plain text in different systems to Hashicorp VAULT (telephony access data, PBX systems, TVplus,..)
• Creation of cross-system deletion concepts taking retention periods and legal requirements for retaining data after the business purpose has ended into account
• Design of data subject access requests according to GDPR Article 15
• Analysis and design of the required adjustments to add a third gender to customer master data and fulfill the right to respectful forms of address and prevent accidental discrimination according to § 3 AGG. Online portals, forms, documents and external interfaces were taken into account.
• Analysis of how a fraud case occurred based on access logs and development of measures to prevent future cases, such as an alert to the compliance team after multiple incorrect entries of the customer portal password, especially at off-peak times in the middle of the night, and a warning in order management when the address and bank details of the affected customer differ in further orders

Product catalog (harmonization & standardization)

Objectives:

• Replacement of the four differently and redundantly maintained product catalogs with one central catalog
• Reduction of maintenance effort by providing a generic ordering process through which orders from different input channels are processed uniformly
• Reduction of effort in order management

Measures:

• Analysis of the existing product catalogs maintained multiple times in different systems
• Analysis of business processes across all marketing stages and channels
• Design, modeling and configuration of a company-wide, standardized product catalog
• Provision of generic ordering processes and standard interfaces (TMF) for all systems

Discontinuation of old technologies (order management)

Objective:

• Due to Telekom's decision to gradually shut down locations with TAL lines, M-net needs either to terminate the contracts of the affected customers or offer them alternatives. Customers and the preferred response should be identified automatically.

Measures:

• Design of an IT-supported process for selecting customers affected by the discontinuation of TAL copper lines
• Process for identifying and offering alternative products
• Design of customer information about contract terminations due to a lack of alternatives or available alternative technologies

Roles / Activities:

• The Analysis Lead coordinates all parties involved and takes into account the dependencies between the individual steps of requirements clarification and solution finding throughout the entire analysis phase. They also actively contribute to creating the business solution concept.
• Their tasks also include organizing and moderating meetings and workshops as well as scheduling appointments until the solution is handed over to the agile teams. They are also responsible for structured documentation of the analysis results.

Integration of a group-wide customer master data system

Objective:

• BMW's global customer master data system GCDM is to be gradually integrated into all applications of the BMW Group worldwide within the previously heterogeneous system landscape.

Measures:

• Creation of generally usable interfaces that internal “customers” can use with minimal effort for parameterized ONE PAGE login pages, advertising consents and access rights
• Advising application managers on the optimal integration of the systems to be connected
• Extension of the existing customer master data model, implementation of additional plausibility checks and more differentiated error handling
• Integration of Open ID Connect for particularly critical applications
• Negotiation and documentation of interface contracts to ensure the security of the customer master data system. These include data consumed by the partner, data volumes, type of connection and security measures

Activities:

• Business design of functional extensions, description of features and user stories in coordination with the customer's commissioning departments
• Configuration of the connection

Quality Assurance for the Migration of Mortgage Financing Software

Objective:

Design and development of reports to ensure the correct data migration of the mortgage financing system “Globo to ZAP” and coordination of the documentation required for system acceptance with the institutions involved.

Objective:

• After the successful merger of 8 regional administrations of BG Bau, their individual legacy systems are to be migrated to the future central Java-based PHOENICS system while simultaneously setting up an archive system

Measures:

• Analysis of the current and target data structures
• Determination of process/data mapping
• Definition of mapping rules
• Establishment of quality control measures
• Definition and implementation of the mapping of data not transferred to the archive

Further Activities:

• ETL development
• LINUX and SQL scripting

Extensible, Multi-Tenant Architecture for a Business Partner Data System

Functional and system concept for extending the business partner data system after several mergers to meet data protection requirements.

Group-Wide Replacement of Legacy Address Data

Consulting and project management for a migration from VSAM to DB2

Replacement of a Business Partner Data Application

Replacement strategy and project management