Maintenance and Support

Project Phase:

Support

Continual improvement: Maintenance and enhancements for a post-launch site.

Industry

Cable / Telecommunications

Location

Herndon, VA
Charlotte, NC
Seattle, WA
Denver, CO
New York, NY
Tiburon, CA

SITUATION

When Time Warner Cable sought to unify its diverse web properties and centralize on a single URL, it looked to Digital Foundry to design and develop the solution. Upon completion, the site was rolled out across Time Warner Cable’s broad footprint, but the project wasn’t over. Websites are constantly evolving to support marketing campaigns and customer service initiatives and to incorporate new technologies.

Time Warner Cable realized it needed a flexible development team to support its site management group by implementing a dynamic backlog of enhancement requests.

SOLUTION

Because Digital Foundry and TWC had successfully partnered to develop the initial site, Digital Foundry was engaged to provide ongoing website support and enhancements. Our site maintenance team is the development arm for the corporate site management group and the company’s regional offices. Enhancement requests from 35 division offices and multiple corporate regions are prioritized in regular sprint planning meetings. Sprints are planned weeks in advance, but the team remains agile enough to handle urgent requests without interrupting the regular monthly push cycle.

To enhance visibility, the client has access to a virtual scrumboard that displays progress for each sprint. Bi-weekly online demos provide an opportunity for Time Warner Cable to see and experience the new functionality prior to a push to ensure that development has completely met the needs of the regional and corporate stakeholders. This process has worked well enough that the relationship has remained intact for over eight years.

RESULTS

By providing a flexible software development team dedicated to site enhancements, we helped Time Warner Cable:

Eliminate the need to hire an internal development group or provide the infrastructure that it would require.
Provide high visibility reports outlining upcoming push functionality.
Release monthly production pushes for enhancements on the customer approved backlog of requests.
Provide a flexible team to handle unexpected surges in functionality requests.

Partnership

DF had the opportunity to develop sophisticated marketing and sales functions for the TIme Warner website. These capabilities sprang from a deep understanding of Time Warner Cable processes and priorites, which we gained over a long-term partnership.

Project client

Time Warner Cable established its relationship with Digital Foundry in 2003. Since that time, it has used the full suite of Digital Foundry services.

We build custom project teams

Project team

Digital Foundry dedicated an eight-person team made up of software engineers, project management, and quality engineering personnel to implement the queue of requests. The team meets with the client each morning via conference call and has quarterly meetings at the client site. picture of Edith

“We host biweekly online demos so that the customer can experience the new features and functionality prior to a push. Time Warner Cable does a good job getting feedback to us prior to a release which really simplifies the regular push process.”

— Edith

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