Top Connect: telecom back office in one interface
Support requests lived in e-mail threads and a number transfer meant visiting half a dozen external systems. Since 2013 we have built the tools Top Connect's operations run on — ticketing, number transfer, smart SIM recycling — for millions of cards and numbers, all under SLA.
- Client
- Top Connect OÜ
- Period
- Stack
- PHP, MySQL, HLR, APN provisioning, SIM lifecycle, Ticketing, iQsim Robot
The starting point
Before the tools, the work was spread across inboxes. A support request arrived by e-mail and stayed there: passing it to a colleague meant forwarding a thread, and finding out where a case stood meant asking whoever had touched it last. Operational tasks were no better. Transferring a number required logging in to around half a dozen separate external systems, one after another, to set the parameters the number needed.
What we built
- Ticketing. Every request now lands in one system and is tracked there. Everyone sees the same queue, the replies and the state of the resolution, and can manage them centrally, so a case survives a shift change or a holiday.
- Number Transfer. Transfer requests are processed from a single interface. The tool talks to the external systems itself and sets the required parameters on the number, which turns a tour of half a dozen logins into one form.
- Smart Recycling. Tracks the activity and the stock of SIM cards and rotates them automatically. Cards that have gone quiet are returned to the pool and reused in an optimised order, which saves Top Connect a substantial amount on stock.
- A long tail of smaller tools. Dozens of tasks that used to be manual work in some external console are now available from the same interface, most of them as a single click.
- Automated testing with iQsim Robot. The scenarios that matter are exercised automatically rather than checked by hand, so a change is tested the same way every time before it reaches operations.
Scale and how it runs today
The tools manage millions of SIM cards and numbers and have been in daily use for more than a decade. The engagement continues: we keep developing new tools as operations need them, and every service we run for Top Connect is covered by an SLA.