Presented by Michael Völler, Armin Oppitz, Peter Queteschiner The challenge was to develop and establish a new middleware solution for the OTELO brand and the branded reseller business. The intention was not only to develop a modern system based on JEE 7, but also to transform Vodafone's collaboration with software vendors for an agile software development and DevOps approach to the new system in the cloud. The basic requirement and the challenge at the same time was that the new system had to interact with the existing complex system landscape and that the main parts of it would be developed in a waterfall-like process. In addition, the documentation of the processes of the existing system was only very technically available. In this talk, our Camunda partner WDW, members of Vodafone project partner Liongate, and Vodafone employees will demonstrate how they have successfully replaced their previous middleware with a new Camunda engine solution. A key success factor was the implementation of stakeholder perspective processes, which not only enabled the monitoring and validation of business processes in the existing system landscape, but also supported agile step-by-step migration.

1. Stakeholder Perspectives with Camunda
CamundaCon Berlin
2018, Sep 20th/21st

2. Serving more than 534 million
telecommunication customers
worldwide in 25 countries and
partner networks in 46 nations.
Offering internet, mobile, fixed
network and cable TV in Germany.
Specific target offerings with second
brand otelo and other branded
reseller.
Agile Software DevOps Experts
| Workflow Automation
| Order Management
| Mobile Apps
| Product Catalog
100 people | 20+ years
Aachen|Berlin|Düsseldorf|Vienna
www.wdw-consulting.com
Unique approach to cloud solutions for
 Process Automation
 Customer Experience
 Advanced Analytics
based on Amazon Web Services
Based in Munich and Düsseldorf
Founded in 2008
www.liongate.de

3. Challenge
Our Journey
Solution
Reality
Stakeholder
Perspectives
Facts & key
learnings
Continuous
Availability
Q & A

4. Otelo Business

5. The telco business context is VUCA.
V
Volatility
U
Uncertainty
C
Complexity
A
Ambiguity
 Our sales capabilities and self care services were not sufficient and not fully
digital.
 Changes were too expensive and time-to-market too long
In general complex and intransparent
business processes with different level of
automation.
Inconsistent and ambiguous view on
customer, processes and channels
The telco business is volatile and very price
sensitive, especially in 2nd brand and
branded reseller domain
Highly competitive market (around 3 mio
subscriber churn every month in Germany
across all providers)
 We didn‘t have enough flexibility and options to address customer needs
and to fight back churn
 We had no consistent omni-channel management
 No common language between business and IT
 We faced a heterogeneous and inflexible IT landscape
 No 360° view on customer across all channels
 No central product catalogue to manage products, tariffs, promotions
and business rules

6. The answer is VUCA: Vision, Understanding, Clarity, Agility
V
Vision
U
Understand
ing
C
Clarity
A
Agility
360 degree
customer
view
Omnichannel
& Offer
management
with NBA
Workflow
automation
Our vision

7. The answer is VUCA: Vision, Understanding, Clarity, Agility
V
Vision
U
Understand
ing
C
Clarity
A
Agility
Our solution
Amazon Web
Service
Open Digital
Architecture
Camunda &
friends
Full managed
service

8. The answer is VUCA: Vision, Understanding, Clarity, Agility
V
Vision
U
Understand
ing
C
Clarity
A
Agility
• Start with a Minimum viable
Product (MVP)

9. The answer is VUCA: Vision, Understanding, Clarity, Agility
V
Vision
U
Understand
ing
C
Clarity
A
Agility
• Agile from day one
• BizDevOps
DEV OPS
BIZ

10. The promised land. We did not (yet) know how to get there.

11. The lack of
transparency
and
documentation
The fear of
performance
impacts
The
big cut-over
fear
The need
for continuous
availability

12. Challenge
Our Journey
Solution
Reality
Stakeholder
Perspectives
Facts & key
learnings
Continuous
Availability
Q & A

13. MAGMALegacy middleware
Reality
Backend Systems
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
CRM
Frontend
Winback
& Sales
App Web

14. Legacy middleware MAGMA
Reality … a Challenge!
Backend Systems
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
CRM
Frontend
Winback
& Sales
App Web

15. The lack of
transparency
and
documentation
The fear of
performance
impacts
The
big cut-over
fear
The need
for continuous
availability

16. Transparency and living docs with Camunda
Model > Execute > Improve

17. Legacy middleware
Transparency and living docs with Camunda
Backend Systems
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
CRM
Frontend
Winback
& Sales
App Web

19. Well, processes are still complex, full of variations.
2
3
4
5
1

20. Legacy middleware
Transparency and living docs with Camunda?
Backend Systems
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
CRM
Frontend
Winback
& Sales
App Web

21. That’s why we invented stakeholder perspectives!
Customer care
view on activation

22. How to animate perspectives? Monitor the middleware!

23. Legacy middleware
Monitoring the middleware
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
Backend Systems
CRM
Frontend
Winback
& Sales
App Web
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
MAGMA
Routing &
Caching
Proxy
Proxy

24. Legacy middleware
Monitoring the middleware
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
Backend Systems
CRM
Frontend
Winback
& Sales
App Web
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
MAGMA
Routing &
Caching
Proxy
Proxy
Process
Engine

25. Use events to animate perspectives!
Selection
happened!
Validation
happened!
Registration
happened!

26. The lack of
transparency
and docs
The fear of
performance
impacts
The
big cut-over
fear
The need
for continuous
availability

27. Legacy middleware
Monitoring the middleware
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
Backend Systems
CRM
Frontend
Winback
& Sales
App Web
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
MAGMA
Routing &
Caching
Proxy
Proxy
Process
Engine

28. A really positive surprise. Almost twice as fast as before!

29. Legacy middleware
Monitoring and caching the middleware!
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
Backend Systems
CRM
Frontend
Winback
& Sales
App Web
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
MAGMA
Routing &
Caching
Proxy
Proxy
Process
Engine

30. The lack of
transparency
and docs
The fear of
performance
impacts
The
big cut-over
fear
The need
for continuous
availability

31. Using our monitoring abilities for the migration ...
Process
Engine
Routing & Caching

32. Legacy middleware
... we could activate the new process step by step
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
Backend Systems
CRM
Frontend
Winback
& Sales
App Web
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
MAGMA
Routing &
Caching
Proxy
Proxy
Process
Engine

33. ... we could activate the new process step by step
Process
Engine
Routing & Caching

34. Transparency and living docs with Vodafone!
Model > Monitor> Execute > Improve

35. The regulatory changes during the migration

36. Realizing “Double Ident Check” on the go
Model > Monitor > Execute > Improve

37. Legacy middleware
Deactivating the legacy middleware
Retailer Portals
Frontend Systems
Dealer Portal Branded Reseller Portals Contact Center Suite
Backend Systems
CRM
Frontend
Winback
& Sales
App Web
Customer Relationship
Management System
Promotion Engine
Next Best
Activity Service
SOAP
DWH
Telecom
Intelligent
Network
SOAP REST REST
DMS
REST
Service
Gateway
REST/SOAP
SMS Center
Risk &
Identity
Check
FTP
MAGMA
Routing &
Caching
Proxy
Proxy
Process
Engine

38. The lack of
transparency
and docs
The fear of
performance
impacts
The
big cut-over
fear
The need
for continuous
availability

39. Challenge
Our Journey
Solution
Reality
Stakeholder
Perspectives
Facts & key
learnings
Continuous
Availability
Q & A

40. Facts & key learnings
15 Deployments per month
– zero downtime
8 people in the DevOps team
Go live
after 5 months (MVP after three months)
5 locations
85 business processes migrated and optimized.
0 change requests
No compromise on quality.
It is about business, technology and
collaboration.
The cloud rocks.
Take change serious.
Learn and get buy-in with a MVP.
There are only living processes (with Camunda).

41. Michael Völler
Head of Project- & Demand Management
OTELO and Branded Reseller Business
michael.voeller@vodafone.com
Armin Oppitz
Member of the board
LionGate AG
armin.oppitz@liongate.de
Peter Queteschiner
Co-founder & CTO
WDW eLab GmbH
peter.queteschiner@wdw-elab.de

42. Go to
www.liongate.de/camundacon ,
register,
get the presentation
and a free workshop with us.