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| New Suit for ServiceSuite |
Rich Internet Applications |
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| Project Profile |
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Project: ServiceSuite
Industry: CRM
Business area: Customer-care service |
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Year/Duration: 2008 / 7 months
Resources: Team of 3 programmers and project manager
Technology: Java, Thompson, 1060® NetKernel, OSGi |
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| “Edge was satisfied with EXECOM as development partner: EXECOM has
high-quality developers and with a limited set of development requirements a first alpha version was
promptly delivered.” |
| Sven Wallage, Managing Director, Edge Technologies |
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 Client
Edge Technologies BV is an industry leading ISV that provides software solutions to telecommunication companies.
The company is focused on delivery of customer-care systems. These systems are tailored to satisfy and retain
customers and to earn valuable customer loyalty. Companies and professionals focused on streamlining complex
integration problems, companies with an investment in improving service-management, businesses seeking for
more first-time solutions - right at the helpdesk, rely on Edge Technologies.
Project overview
The increasing complexity of modern telecommunication and internet products has forced Edge Technologies to
upgrade the functionalities of ServiceSuite - a customer-care system, which represents a comprehensive set
of software products that dramatically reduces the complexity and cost of monitoring and managing a network.
Facing the challenge to reduce support volume & time, and to resolve problem with a single support call
in each contact centre, Edge turned to renewing the existing system.
Execom solution
As an experienced nearshoring company, EXECOM was selected by Edge to provide help with system migration to
1060® NetKernel, enabling the software to run in distributed environments. At first, EXECOM work was
limited to support tasks, but very soon, the cooperation turned to side-by-side development. Architecture
design was brought by Edge Technologies and implementation work was assigned to EXECOM team.
After the in-depth analysis of the system and knowledge transfer from NetKernel creators, EXECOM was ready
to start the development. The first assignment was implementation of subsystem for efficient distributed
data collection, processing and archiving. Programmers built a flexible interface to make archives of network
and system data available to business report software.
The next logical step was the implementation of a specific reporting solution using the generic data
collection mechanism.
Using a powerful template engine and report templates, developers created a solution that provides
various kinds of virtual reports.
All the way through implementation, security standards set by Edge had to be followed strictly. Accordingly,
secure and reliable data network transfers required the development of Service XS module. This module ensures
secure communication between ServiceSuite products via the internet, allowing corporate clients and
ServiceOnSiteproducts to get information and analysis data to the provider. For secure communication,
programmers developed a solution using JSR-compliant JAVA-JCE and an asymmetric encryption algorithm (RSA)
using a private and public key pair.
ServiceOnSite was just one more step towards customers, representing tool for testing remote user’s
system status and connectivity. EXECOM team implemented Windows and OSGi versions of software so that
ServiceOnSite is accessible on mostly used operating systems like Linux, Mac OS and Windows, but supports
Thompson modems as well. The EXECOM team created software to have eyes on site.
The final module developed by EXECOM was ServiceRouterwhich enabled real transparent distributed queries to
the cluster of ServiceSuite products. Unaware of physical data distribution, users retrieve valuable
information from remote providers as easily as from local system.
This project completely fulfilled the expectations of companies involved. It was delivered on time, within
budget and with no time-constraints.
Benefits
Close collaboration with Edge engineers brought EXECOM exceptional experience and a chance to work with new
technologies. This brought the following benefits to both companies:
- Improved system with high quality and security standards;
- Fast sharing of the latest technology;
- Successful knowledge transfer: enhanced ability to respond to opportunities, better customer service,
and lower transaction costs;
- End users have faster and more secure data access;
- Edge Technologies has achieved a significant competitive edge.
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