Optimized customer data management at logistics company
The Challenge:
“One face to the customer” - in order to differentiate themselves through best-possible customer service, this concept is a watchword for almost every company. In reality, however, established IT structures and scattered customer data mean implementing appropriate strategies is difficult. In particular, larger companies face enormous challenges given the sheer complexity of the task.
The Solution:
A global logistics company wants to react promptly to the demands of increased competition. Optimal customer service is key to this. But analysis of its IT landscape proved alarming: Systems and data management were scattered, isolated and to some extent highly redundant. The company’s IT environment it was revealed was far from future proof. A green-field approach proved to be a no-go due to the high costs, complexity and risk that would have accompanied this from the outset. Instead, the company opted for a SOA strategy which enabled gradual and controlled modernization of its IT landscape, implementing the SOPERA ASF open source solution, in particular to achieve maximum independence from vendors
The Result:
By implementing a SOA strategy the logistics group successfully established a new architectural layer. Decoupling business processes and IT landscapes yielded several positive effects, including gradual modernization, more flexibility in face of new requirements and reduced costs. Nevertheless, the demands on SOPERA ASF’s SOA infrastructure are high: performance, security and future proofing need to be world class. Elsewhere, decentralized architecture and extensive SOA capabilities enable maximum adaptability. Strong tool support also ensures smooth service design. Given this, the company now not only boasts improved customer data management, but has also been able to conduct best-possible modernization and integration of many other areas.
