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Entel's Digital Transformation: Accelerating Development and Enhancing Customer Experience with OutSystems
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
- Robots - Wheeled Robots
Applicable Industries
- Retail
- Telecommunications
Applicable Functions
- Product Research & Development
- Sales & Marketing
Use Cases
- Virtual Training
Services
- Software Design & Engineering Services
- Training
The Challenge
Entel, a leading telecommunications company in Chile and Peru, faced stiff competition from more agile competitors due to its complex IT legacy. With over 20 million mobile subscribers and annual revenues of over $2.4 billion, the company needed to become more responsive to market opportunities and customer preferences. In 2017, Entel launched Transformación Digital Entel (TDE), an ambitious program aimed at transforming the company into a completely digital telco. This involved replacing virtually all its core systems to establish an agile architecture fit for the digital age. To accelerate this transformation, Entel sought a new approach to application development that would enable faster development, support continuous delivery, avoid legacy debt, and support the development of world-class customer experiences.
About The Customer
Entel is a leading telecommunications company operating in Chile and Peru. With over 20 million mobile subscribers, the company is a major player in the telecommunications industry in these countries. Entel has a complex IT legacy and faced increasing competition from more agile competitors. To stay competitive and responsive to market opportunities and customer preferences, the company launched an ambitious digital transformation program in 2017. This involved replacing virtually all its core systems to establish an agile architecture fit for the digital age. The company's flagship mobile app, Mi Entel, has over four million monthly active users in both Chile and Peru.
The Solution
Entel adopted OutSystems to accelerate mobile and web application development. The first project was to redevelop the 'prepaid' profile inside the Mi Entel mobile app. OutSystems consultants led this project with a small team of Entel developers shadowing. To expand its developer pool, Entel established an OutSystems training academy, and by mid-2018, Entel had 40 certified OutSystems developers. By the end of 2018, OutSystems powered 100 percent of the Mi Entel mobile app used by Chilean consumers. The app provides intuitive self-service options so customers can more easily engage with Entel, order products and services, and control their options across prepaid or postpaid mobile, TV, and internet. Today, Entel has close to 100 developers organized in 13 squads developing and enhancing 28+ OutSystems applications.
Operational Impact
Quantitative Benefit
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