Customer Engagement Modernisation

Industry: Telecommunications, wholesale B2B

Engagement focus: Customer self-service, provisioning automation, migration readiness

Macquarie Telecom’s Mobility Division wanted to improve how business customers procured and managed mobility services. The goal was a self-service portal that made it easy for customer employees to order devices, plans, tablets and routers, and manage the lifecycle of those services.

At the same time, the business was preparing for major network transitions. There was an urgent need to migrate services off the Telstra 3G network, and later a further migration requirement from Telstra 4G to Optus 4G and 5G. These changes created a tight window to modernise the customer experience while reducing operational load.

ZWare was engaged to help build a modern, scalable platform that could support self-service and automation, while being resilient through network migrations.

The Challenge

The work was not simply building a new portal. The real issue was that core processes were still being managed manually and were not designed to scale.

The programme was constrained by:

• A time-critical migration from Telstra 3G to the Macquarie Telecom Telstra 4G platform
• Supply chain steps for physical hardware being managed through email and spreadsheets
• The need to manage customer technology funds through an automated, verified process
• Future migration requirements from Telstra 4G to Optus 4G and 5G

The core problem was operational. Too much of the customer journey depended on manual coordination, and major platform changes were approaching.

The Approach

ZWare worked with Macquarie Telecom using a structured delivery approach and an emphasis on automation and integration from the start. The engagement began with stakeholder workshops to clarify outcomes and pain points, then moved into a dedicated sprint-based delivery rhythm.

The work centred on:

• Designing and building a customer self-service platform for mobility services
• Creating an automated provisioning and migration pipeline to reduce manual handling
• Implementing integration architecture to connect legacy systems and third parties
• Using analytics to monitor user experience, exceptions, and process performance
• Establishing testing and staging practices to reduce production risk

This resulted in the delivery of Mobile Central, a platform designed for high availability, scalability and operational reliability, with migration provisioning reduced to a simple customer-led flow.

‍

Outcomes

The engagement reduced operational friction and created a platform that could support both day-to-day customer management and major network migrations.

As a result:

• Customers gained a self-service portal to manage ordering, users, groups, cost centres and billing
• Hardware ordering and provisioning moved away from manual email and spreadsheet workflows
• Migration processes were automated, enabling large-scale transitions with minimal human interaction
• Observability and analytics improved product quality and helped refine delivery practices
• Mobile Central became a core system in the Mobility offering, supporting ordering, supply chain, billing integrations, reporting and workflow management
• The platform was recognised internally as a key tool during the Telstra 3G to Telstra 4G migration

The relationship expanded into additional engagements, reflecting ongoing trust in ZWare’s ability to support operationally critical systems.

Why ZWare

Macquarie Telecom needed a partner who could build a modern platform while keeping operations stable and preparing for unavoidable network change.

ZWare was trusted because the work combined practical architecture with delivery discipline. The focus stayed on what would reduce risk and manual load, not just what looked good on paper. The result was a platform that improved the customer experience and made large-scale migrations far easier to execute.

What This Means for You

If your customer experience depends on manual processes, or you are heading into a major platform transition, the risk is usually not the technology alone. It is the operational load and the lack of repeatable patterns.

ZWare helps organisations to:

• Reduce manual handling through practical automation
• Design platforms that integrate with legacy reality
• Make large-scale change safer and more predictable

For most organisations, the best starting point is clarity on where friction and risk sit today.

Re:Fresh provides a structured way to assess your current state, identify the risks that matter, and define a practical path forward.

‍