Telecom
Customer and seller journey QA testing

Our customer is a major telecom operator in France, offering a range of services including mobile telephony, Internet and TV.

In a highly competitive market context and with a constantly evolving BtoC offering, the customer needed a solid IT player that could handle large volumes of tests, in line with the new mobile offerings launched on the market every week.

Based on a long-standing and trusted relationship, our collaboration was extended to the Testing part in March 2024, with the implementation of a dedicated skills center helping to ensure the marketing of new mobile offerings.

  Customer and seller journey Testing :

• Customer subscriptions and packages via the app and website: options, prices, orders, etc.
• Telephone customer service
• Point-of sale support for shop sellers

  Optimised test framework

  Improved test productivity

  Tracking

  Regular reporting

The implementation of a dedicated skills center has provided all the responsiveness and flexibility needed to meet customers’ operational constraints.

• Quality test in agile mode, in tight deadlines, covering the whole seller and customer journey and taking into account physical and digital touchpoints
• Optimisation of test benchmarks and technology watch
• Reporting and monitoring
• In addition, particular emphasis has been placed on the quality of the support provided to the teams on site, by establishing a real geographical proximity. This proximity has enabled optimal responsiveness and flexibility.
• Implementation of a dedicated structure for sourcing and recruiting suitable profiles
• Introduction of certificate courses, particularly in the field of automation (ISTQB, Foundation and Agile).

During the establishment of this Test-oriented skills center, the emphasis was placed on two fundamental aspects :

• Optimisation of resources with a specialisation offer AND a capacity to play a role in the entire value chain

The technical and functional actors identified by Consort were supported to specialize in a particular type of service. However, they can take part across the entire range of services offered by the customer to enable optimisation according to the workload. The understanding of needs, evaluation, training and follow-up implemented by Consort have ensured an optimal service in all circumstances.

The teams were also trained in automated testing, enabling a gradual increase in power and skills.

• Continuous improvement of tests and tools

Consort has carried out a significant amount of monitoring and consulting work. The challenge? Knowing how to choose the right tools at the right time so that the service offerings can be displayed correctly on both the customer and seller sides. The documentation and test repository have been reworked to fulfill continuous improvement. In fact, new tests are written every time a new version upgrade comes out.

  Increased productivity

  A test reference system revised and improved by the Consort teams, for better fluidity

  Customized technology monitoring to be alerted quickly when new versions and features are released, ultimately enabling the right offers to be displayed at the right time

  The gradual implementation of test automation with a new tool

  Teams are trained on an ongoing basis as required, with technical training in test automation in particular