Project Term: June, 2011 – April, 2013
Position: Senior Software Engineer
Technologies: Adobe Flex, HTML 5
T-Mobile’s primary customer care application, QuikView, is used by both company customer care representatives and authorized third-party T-Mobile dealers to perform all customer account related actions.
With customer care, literally every second counts when it comes to average call length. T-Mobile has over 220 million calls per year, so shaving time literally shaves costs. The QuikView application reduced the annual average call length by 8 to 10 seconds when compared to its predecessors. It also completely eliminated more than 16,000 calls from third-party vendors per month by allowing them to complete more operations without customer care assistance. T-Mobile executives estimate the app paid for itself through these savings in less than 2 years (see case study).
Given the massive scope of the app’s functionality, an equally massive development effort was required. While NDA restrictions prevent me from stating specific numbers, 100+ developers at the height of the development effort wouldn’t be a bad guess.
I joined one of the development teams on this project immediately after departing from the Verizon Wireless Media Store project. The QuikView project was well established at this point, having already been underway for two years. I served on a team that was focused on architecting and implementing new features and enhancements for the product.
I continued working on the project until its conclusion by my employer, Universal Mind. T-Mobile assumed responsibility for the project with internal resources in April, 2013.
You can learn more about the project by watching the videos below.