English
JapaneseSUCCESS STORY
Telstra – Maxim Platform Transformation
Transforming a Mission Critical Customer Data Platform Through Secure Modernization & Zero-Disruption Delivery
Company Name
Telstra
Industry
Telecommunications
Impact
Delivering enterprise transformation without business disruption
Application
Maxim (Siebel CRM)
Background
Telstra is one of Australia's largest and most critical telecommunications providers - a company where system reliability isn't a preference, it's a given. At the heart of its customer operations sits Maxim, a Siebel CRM platform that manages the full spectrum of customer data: accounts, addresses, billing, service orders, and interaction history across millions of customers. Maxim is not a peripheral system. It is deeply wired into Telstra's entire operational fabric - connected to billing platforms, order provisioning systems, workforce management tools, reporting engines, and more. When Maxim moves, everything connected to it moves with it. The platform had been running on Siebel CRM IP8, deployed on legacy on-premise infrastructure. For years, this had been workable. Then the Australian Government changed the equation. A new regulatory mandate required all systems handling sensitive customer data to meet stricter data privacy and security standards. Maxim, in its existing state, did not meet those standards. Telstra needed a technology partner capable of transforming a mission-critical, deeply integrated, data-sensitive enterprise platform - on a fixed regulatory timeline, with zero room for disruption. That is the engagement Cubastion stepped into.
Challenges Faced
Business Challenges
Regulatory Compliance Requirements
The Australian Government's mandate required the platform to align with updated data privacy and security standards within a fixed compliance timeline.
Mission Critical Platform Operations
Maxim supports customer billing, order management, service tracking, and account operations at scale, making uninterrupted business operations a key requirement throughout the transformation.
Customer Data Integrity & Security
Millions of customer records needed to remain accurate, secure, and fully accessible throughout the upgrade, migration, and modernization activities.
Complex Enterprise System Dependencies
Maxim was integrated with numerous downstream applications and services, requiring careful coordination to maintain compatibility and operational continuity across the ecosystem.
Business Continuity Expectations
The transformation needed to be delivered without impacting customer facing services, internal operations, or overall business performance.
Technical Challenges
Legacy CRM Modernization
Upgrading from Siebel IP8 to IP20.6 while maintaining compatibility with existing business processes and connected systems.
Enterprise Security Enablement
Implementing secure communication and encryption standards across a large and diverse integration landscape.
Cloud Migration and Infrastructure
Transformation Migrating a deeply integrated CRM platform from on-premise infrastructure to Azure while maintaining performance and reliability.
Integration Ecosystem Alignment
Modernizing and validating numerous downstream integrations to ensure seamless interoperability post-upgrade.
Data Continuity & Rollback Readiness
Maintaining continuous synchronization and recovery capabilities throughout migration and go-live activities.
Solutions
CRM Upgrade from Siebel IP8 to IP20.6
The core Maxim application was upgraded to a modern Siebel version aligned with current enterprise standards, enhanced security capabilities, and cloud-ready architecture.
Full Integration Ecosystem Modernization
Every downstream system connected to Maxim was reviewed, realigned, and updated alongside the CRM upgrade, ensuring the entire ecosystem moved forward together without compatibility gaps.
Architectural Enhancements for Stability at Scale
Supporting architectural components were introduced within the integration landscape to regulate communication flows, improve resilience, and maintain stable interaction between modernized and legacy systems.
End-to-End Secure Communication
Enterprise-grade encryption was implemented across all system-to-system communication pathways, ensuring compliance with evolving government data protection requirements.
Security-First Architecture
The upgraded platform was designed with security and data protection at its core, strengthening controls and reducing exposure risks across the environment.
On-Premise to Azure Migration
Maxim was successfully migrated from legacy infrastructure to Microsoft Azure, providing a scalable, resilient, and future-ready operating environment.
Database Modernization
The underlying database platform was upgraded to Oracle 19c, improving performance, security and log term supportability.
Real-Time Data Synchronization
A continuous synchronization framework ensured the legacy and modernized environments remained aligned throughout the migration process, maintaining rollback readiness at every stage
Phased Execution and Validation
The transformation was executed through a structured multi-phase approach encompassing dependency analysis, integration modernization, security enablement, platform upgrade, cloud migration, and comprehensive go-live validation.
Business Outcome
API Performance Improvement
89% long-term improvement in API response time, reducing latency from 90 seconds to 10 seconds.
Application Performance Enhancement
75% faster page load times, improving user experience from 20 seconds to 5 seconds.
Order Completion Optimization
50% faster order completion, accelerating fulfillment activities from 20 seconds to 10 seconds.
Integration Reliability Improvement
80% reduction in integration-related failures, lowering error rates from 30% to 6%.
Batch Processing Optimization
95% processing in reduction time, improving operational efficiency from 5 minutes to 15 seconds.
Order Submission Acceleration
60% faster order submission processing, reducing turnaround time from 10 seconds to 4 seconds.
Order Modification Efficiency
78% improvement in order modification processing, reducing workflow time from 55 seconds to 12 seconds.
