Success Stories

Our client’s success in meeting their goals is our most important objective.

Streamlined Testing and Defect Resolution

Streamlined Testing and Defect Resolution

The world’s largest communications holding company engaged Trillium to help streamline the process of capturing and fixing severe defects of a customer-facing web portal for online service orders in the United States. The client upgraded this system with major version releases three times a year and each upgrade caused a slew of bugs that needed to be repaired. The test teams often caught defects before the new version was released, but there was no clear process to identify and prioritize the errors, and then assign them to the correct technician. With over 100 back-end applications and many teams of technicians, some issues were difficult to identify and the ones they could find took 16-24 hours to resolve.

Therefore, in addition to catching the errors, the client also needed a better way to fix them. They needed a solution that would help reduce defect resolution time and put processes in place to ensure that support resources could handle high ticket volumes in the future. As a result of these issues, customers would experience problems in completing their online service orders, leading frustrated customers to call and complain. Trillium was charged to catch and fix defects before they triggered a negative customer experience

How We Solved It

Trillium streamlined the defect detection and prioritization processes to speed error resolution and ensure a positive customer experience

Results

  • Prioritized Severity 1 and 2 defect fixes to reduce resolution time by 50 percent
  • Streamlined the testing workflow for improved efficiency
  • 20 percent improvement in fixing errors at the root cause

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Integrating Development Methodologies

Integrating Development Methodologies

Helping global technology companies work together can be a daunting task. A leading provider of internet content and communication services was actively engaged in a strategic alliance with one of the world’s largest telecommunications firms to help launch a suite of high-bandwidth fiber-optic digital TV, Internet service, and digital home phone service. This evolution in digital communication and entertainment would marry the powerful networking capabilities of the telecom company with the rich content, search engine, and e-mail capabilities of Trillium’s client for a truly integrated communications experience.

Unfortunately, the project was doomed to fail. Despite the great concept, high-end technology and extensive expertise of the two companies involved, their development teams came from drastically different corporate cultures and project management styles. As a result, the project was plagued by missed deadlines and disagreements that ground development to a halt, wasting valuable time and money. Leaders from both companies were ready to pull up stakes and abandon the project when they called Trillium for help.

How We Solved It

Trillium created its own development framework with a focus on mitigating risk and integration points to ensure on-time project delivery

Results

  • Overcame barriers to disparate project management styles
  • Improved management and support of testing infrastructure
  • Mitigated risk to ensure project delivery on-time and on-budget

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Multimedia Broadcast of International Sports Event

Multimedia Broadcast of International Sports Event

Trillium was called to rescue a large-scale multimedia project in serious risk of failing to meet the live broadcast deadline. The client is the world’s largest media and communications holding company with familiar branded product offerings for both business and consumer markets in telecommunications services, wireless, network, internet, and IP-based entertainment services. They had embarked on an ambitious multimedia broadcast project to provide concurrent live coverage of the most important international golf tournament of the year in three different viewing modes – TV, computer, and mobile wireless device.

The project, however, was in serious jeopardy of not being ready for the live broadcast which would be streamed through the client’s sports media portal. The key challenge lay in the disparate project management styles of the three entities involved – Trillium’s client, a streaming media partner, and a broadcast production house. In addition to communication and collaboration problems among the teams, issue escalation paths were not well established, nor did the project have the support of key leaders at each company. The teams simply could not resolve issues fast enough to regain lost time and they continued to lose time as the date of the live event approached.

How We Solved It

Trillium leveraged its Project Rescue Framework to unite multiple development teams and deliver the project on time

Results

  • Rescued the project to deliver a live streaming project on time
  • Established a repeatable project framework for efficient team collaboration
  • Enabled the client to successfully demonstrate its leadership in digital media services

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Quickly Developing Critical Cloud Applications

Quickly Developing Critical Cloud Applications

In developing a new cloud services product offering, the client determined late in the development cycle that a user-provisioning system was critical to the project. As one of the world’s largest communications companies, this services would allow third-party developers to access the client’s telecommunications infrastructure for location and mobile services, as well as provide access to membership provisioning information for other internal applications. Trillium was called in to facilitate the development of this critical application in order to launch it at the same time as others already under development.

The other cloud applications had already achieved several milestones. Trillium’s challenge was to introduce the new application development project without jeopardizing the progress. Most importantly, the Trillium team needed to ensure that the new application would interface seamlessly with the others in the cloud – and do it all within the project time frame and budget despite the late start.

How We Solved It

Trillium facilitated joint system requirements, weekly architecture sessions, and proactive issue monitoring and resolution

Results

  • Created a hub for all cloud service products
  • Delivered the project aead of time and on budget
  • Mitigated risk to systems already in development

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