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Supporting a self-service system for a major telecommunications operator

case-study
ClientNortal
IndustryTelecommunications
RegionBaltics
Work implementedUser Interface Upgrade, Custom Software Development, Self-Service Support
Nortal is a multinational strategic change and technology company. Drawing on its unique experience transforming Estonia into a digital leader, Nortal helps organizations drive change through strategic thinking and data-driven technology. The company operates in almost 20 countries and employs over 750 specialists delivering high-impact projects across Europe, the Middle East, Africa, and North America. Following the establishment of a partnership with Nortal, Toughlex became an integral part of their international team — supporting a self-service system with more than 12 integrations, tight deadlines, and continuously evolving business requirements.
Challenges
Working within a large enterprise project — in this case, supporting the self-service platform of one of Europe's largest telecommunications operators — brings a specific set of constraints. The system serves a large number of active users, and continuity of service is non-negotiable.
  • Integrating into the existing team without disrupting the project or its roadmap
  • Beginning work immediately on a system with numerous subsystems, integrations, business rules, and a large active user base
Goals
The objective was to support and develop new features for the self-service PrePaid and PostPaid systems of a major European telecommunications provider and its branches across multiple countries.
  • Implement credit card integration
  • Handle redesigns of system components
  • Implement auto-login functionality
  • Deliver an API for the mobile application
Created Value
To become an effective long-term partner, Toughlex first focused on establishing clear communication channels with Nortal and all other parties involved in the project. Toughlex was — and remains — involved across the full development lifecycle, from planning through to release. Despite changing requirements and evolving workflows, the team consistently adapted and delivered.
AgileThe telecommunications industry moves quickly and requires constant adaptation. Nortal wanted to adopt Agile methodology, and Toughlex was well placed to support that transition.
IntegrationsThe system relies on more than 12 SOAP and REST-based integrations and serves tens of thousands of users. The team provided continuous support, responding promptly to any disruptions to maintain the highest possible uptime.
Multiple RedesignsToughlex contributed to several major redesigns, each involving a significant number of new features and performance requirements.
Mobile app APIToughlex developed and continues to maintain a REST-based API for the mobile application, ensuring code reusability across different clients and adherence to best design practices.
OutcomeWith many thousands of lines of new code and numerous successful releases delivered, the Nortal–Toughlex partnership has been a strong and sustained collaboration. Within eighteen months, the team more than doubled in size. Both parties continue to benefit from shared best practices and expect the cooperation to continue for years to come.
Technologies
Different branches of Nortal's business use different technology stacks. Together with the Nortal team, Toughlex completed a migration from .NET to .NET Core on the backend, supporting a range of frontend technologies including AngularJS, KnockoutJS, and Razor.

Google Analytics was integrated successfully, and a centralized logging setup was established using Elasticsearch and Kibana for real-time statistics and log aggregation.

Data storage runs on MS SQL Server, with Redis used as a centralized caching layer to ensure consistency across the distributed system.
Skills
Portrait of Testimonial author: Vitali Korniltsev
“Good job, guys! Much appreciated! Please keep it up!”Vitali KorniltsevAccount Manager at NortalSOURCE
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