Published on 18-Jan-2012
"Thanks to the WebSphere platform, we increased sales and order processing and staff productivity, leading to a 370 percent ROI the first year and an estimated savings of USD75 million over five years." - A communications company
Customer:
US-based communications company
Industry:
Telecommunications
Overview
This US-based communications company serves millions of customers who subscribe to one or more of its video, high-speed data and voice services.
Business need:
The is company was experiencing a lack of productivity from unintegrated systems for call-center customer support and sales automation.
Solution:
WithIBM WebSphere Cast Iron Cloud integration, Salesforce.com solution customers can complete their data migration and integration projects quickly.
Benefits:
By working with IBM WebSphere Cast Iron Cloud Integration, this US-based communications company gained fast time to value, increased staff productivity by roughly 50 percent and achieved a 370 percent first-year ROI.
Case Study
IBM WebSphere Cast Iron Cloud integration facilitates on-scope and on-schedule integration projects
This US-based communications company serves millions of customers who subscribe to one or more of its video, high-speed data and voice services.
Challenge
When business-critical applications are unintegrated, productivity can suffer from employees having to use multiple systems and interfaces. The company faced this situation because of unintegrated systems for call-center customer support and sales automation. It wasted time when sales and customer support teams had to switch between multiple application interfaces.
The organization sought to address this challenge by integrating two applications: the Infinys ICOMS application for call-center automation and the Salesforce.com cloud-based service for CRM. Rather than using its existing integration architecture, the company sought a new solution that was more suitable for integrating the newer, cloud-based service.
Solution
The company chose IBM WebSphere® Cast Iron® Cloud integration, which provides preconfigured integration solutions for hundreds of leading enterprise and cloud applications, including Salesforce.com technology. With the WebSphere Cast Iron Cloud integration “configuration, not coding” approach, Salesforce.com solution customers can complete their data migration and integration projects quickly. Just as the “no software experience” of Salesforce.com technology can simplify sales automation, WebSphere Cast Iron Cloud integration can simplify application integration for Salesforce.com technology customers.
Using the WebSphere platform, the company achieved real-time, bidirectional integration of the ICOMS application with the Salesforce.com solution. Sales staff and call-center support agents gained a single point of data entry and search, as well as greater visibility into customer interactions with the company. After its initial integration success, the company used the WebSphere platform for several additional projects, all delivered on scope and on schedule.
Benefits
• Gained fast time to value thanks to the “no coding” approach to application integration
• Increased staff productivity by roughly 50 percent in processing complex orders
• Achieved a 370 percent first-year ROI with an estimated savings over five years of USD75 million
For more information
To learn more about WebSphere Cast Iron Cloud integration, please contact your IBM representative or IBM Business Partner, or visit: ibm.com/castiron
Products and services used
IBM products and services that were used in this case study.
Legal Information
© Copyright IBM Corporation 2011 IBM CorporationSoftware GroupRoute 100Somers, NY 10589U.S.A. Produced in the United States of America November 2011All Rights Reserved IBM, the IBM logo, ibm.com, WebSphere and Cast Iron are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml Other company, product or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer.