Telecom Giant and LogiGear increase QA efficiency by 50% for mobile app




United Kingdom

Company size

Over 200 employees

About our Customer

The client was one of the United States’ largest wireless carriers, providing mobile voice and data services to over 98 million customers as of 2020. With the “mobile-first” trend gaining momentum, the client embarked upon a movement to inspire its customers to use their mobile application to handle more administrative tasks in relation to their account as opposed to using the website.

The Challenge

As of 2020, our client was one of the United States’ most global wireless carriers, providing mobile voice and data services to over 98 million customers. With the “mobile-first” trend gaining momentum, our client inspired its customers to use their mobile application to handle more administrative tasks about their accounts instead of using the website. However, our client instantly realized a trend: As more users began using the mobile application to handle account-related tasks such as billing and payment, there was an increasing amount of support tickets. To maintain its reputation for customer satisfaction while simultaneously supporting its mobile-first push, our client demanded experienced QA resources to manage the support and issue resolution process.

When our client originally approached LogiGear, they sought QA resources to spearhead post-launch issue resolution for their mobile app, along with a resource to coordinate test SIM provisioning and manage the inventory and distribution of prototype device hardware. This project proved to be challenging for multiple reasons. First, there were multiple app subsystems with different owners and stakeholders. Other challenges included a need for best practices regarding the test SIM and inventory management and improved database architecture, which would only exacerbate as the number of support tickets continued to increase.

The Solution

The first step to resolving our client’s challenges would be providing them with a QA resource on-site. For this research, LogiGear’s Patrick Colgan was an excellent fit. Patrick joined the Product Operations Support Team (POST) and instantly started improving the team’s QA processes.

Patrick’s primary responsibilities involved testing all marketing campaigns that would appear on the mobile app; this required pushing the marketing campaign’s content to the test devices before each sprint. 

In addition to testing the marketing campaigns, Patrick would also act as the liaison between the Development and Marketing teams to ensure that all Site Maps were actively updated. Using a Python script, code was pulled to make updates to a list of all of the deep links that directed traffic to the application; this was subsequently given to the Marketing team so that they knew all campaign links were active.

As the mobile app’s user adoption rate increased, they were experiencing issues with issue resolution scalability. To address scalability problems, our client again called on LogiGear for support, with the main focus now being on triaging production defects and driving resolutions on the POST team.


The Result

  • LogiGear provided continuous onsite support for our client in the post-launch phases of their application. This increased communication worked to help our client achieve application performance initiatives (e.g. 99.99% uptime), which only further encouraged increased customer usage.
  • Furthermore, by establishing best practices for inventory and SIM management, along with improving, correcting, and expanding the inventory database, our client’s inventory efficiency and provisioning turnaround time have improved by 50%.

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