Published on 14-Feb-2012
"IBM WebSphere Cast Iron Cloud integration helped us improve customer service by equipping agents with real-time information on service level agreements." - Global data security company
Customer:
Global data security company
Industry:
Computer Services
Solution:
Cloud Computing
Overview
This global data security company provides software that protects and encrypts email and other data for enterprise and government clients.
Business need:
The company needed to integrate the service level agreements (SLAs) that were stored in an Oracle technology-based order management system with the RightNow service for demand-based CRM that agents used.
Solution:
IBM WebSphere® Cast Iron® Cloud integration enabled the company to synchronize Oracle technology with the RightNow application.
Benefits:
With IBM WebSphere® Cast Iron® Cloud integration the company achieved fast time to value, improved customer service and anticipates an ROI from the integration project in just two quarters.
Case Study
IBM WebSphere Cast Iron Cloud integration enables IT to complete project in 10 days without training
This global data security company based in the United States provides software that protects and encrypts email and other data for enterprise and government clients.
Challenge
For customer support agents to be effective, they need real-time access to service level agreements (SLAs) and contracts. This presents a challenge if the contracts are stored in a different application from the one agents use in their everyday customer interactions. The integration challenge increases if one application is based in the cloud and the other on premises.
The company faced this issue when its SLAs were stored in an Oracle technology-based order management system, which was separate from the RightNow service for demand-based CRM that agents used. The organization’s IT staff members started an integration project using an existing tool, but they abandoned the effort as a result of product limitations. Because of the impact of the project on customer service and satisfaction, the company sought a solution that would enable IT staff to accomplish the integration without delay.
Solution
The company chose IBM WebSphere® Cast Iron® Cloud integration, which provides preconfigured integration solutions for hundreds of leading enterprise and cloud applications, including the RightNow customer interaction service. Using a “configuration, not coding” approach, the WebSphere Cast Iron Cloud platform allowed the company to complete their integration project quickly and without needing specialized programming and deep middleware expertise.
WebSphere Cast Iron Cloud integration also enabled the company to synchronize Oracle technology with the RightNow application by extracting support data from the Oracle solution and updating the RightNow technology in real time through Extensible Markup Language (XML)/HTTP. Postintegration, the solution provided IT staff with a single, user-friendly console to track all transactions. The project, which required no IT staff training, was completed in just 10 days.
Benefits
· Achieved fast time to value thanks to the “no coding” approach to application integration
· Improved customer service by equipping agents with real-time information on SLAs
· Anticipated an ROI from the integration project in just two quarters
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 2012 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America February 2012 All 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.