A modular home company increases process efficiency

IBM WebSphere Business Modeler and IBM WebSphere Process Server software expand access to streamlined home-buying process

Published on 06-Jun-2012

Validated on 20 Feb 2014

"We are always looking for ways to improve our company and customer experience. With our WebSphere solution, we are able to capture the metrics we need to be able to improve ourselves on a continual basis." - Chief information officer, a modular home company

Customer:
A modular home company

Industry:
Construction / Architecture / Engineering

Deployment country:
United States

Solution:
Business Process Management (BPM)

Overview

This company manufactures and sells modular homes, in addition to financing modular home sales. These transactions take place at 350 retail home centers in the United States.

Business need:
The company had a patchwork of applications spread across multiple lines of business. It sought to orchestrate its processes across disparate systems rapidly, reliably and transparently.

Solution:
The company deployed IBM WebSphere Business Modeler software to model, simulate and analyze its existing processes and identify opportunities for improvement.

Benefits:
The WebSphere software has helped the company increase customer satisfaction by improving transaction transparency and providing real-time access to sales order statuses.

Case Study

This company manufactures and sells modular homes, in addition to financing modular home sales. These transactions take place at 350 retail home centers in the United States.

Challenge
The manual, paper-intensive processes used to sell and finance modular homes presented numerous challenges. Transactions took too long, lacked transparency, and were prone to variation and error. As the company grew and peak-season sales volumes expanded to nearly 3,000 units, these processes became increasingly cumbersome, while gradually more competitive manufactured-housing industries required a renewed focus on improving the customer-buying experience.

Centralized processes supporting the mortgage side of the business could not adapt to the rapidly changing regulatory environment within the home finance industry. The company’s existing IT systems were a patchwork of applications spread across multiple lines of business, yet all were necessary for processing transactions. The company sought the capability to orchestrate its processes across these disparate systems rapidly, reliably and transparently.

Solution
The company deployed IBM® WebSphere® Business Modeler software to model, simulate and analyze its existing processes and identify opportunities for improvement. Using WebSphere Business Modeler software, the company’s analysis exposed inefficiencies that will reduce transaction and cycle times by approximately 42 percent when corrected. This frees previously dedicated process resources to focus on the customer.

Additionally, IBM WebSphere Process Server software enables the company to provide customers, managers and salespeople in 350 widely distributed retail home centers real-time visibility into the status of new home purchases. The high-volume, cross-application automation and integration provided by WebSphere Process Server software speeds transactions, helps ensure consistency and eliminates human error throughout the process, which ultimately leads to increased customer satisfaction. Finally, for this company, the ability to offer such a seamless customer experience is a critical differentiator in a highly competitive business environment.

Benefits
• Increases customer satisfaction by improving transaction transparency and providing real-time access to sales order statuses
• Improves process analytics, enabling the client to identify ways to reduce order cycle time by approximately 42 percent
• Reduces process variability from sale to sale

For more information
To learn more about IBM WebSphere software, please contact your IBM representative or IBM Business Partner, or visit:
ibm.com/websphere

Products and services used

IBM products and services that were used in this case study.

Software:
WebSphere Process Server, WebSphere Business Modeler

Legal Information

© Copyright IBM Corporation 2012 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America June 2012 IBM, the IBM logo, ibm.com, and WebSphere are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or TM), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. Other product, company or service names may be trademarks or service marks of others. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided. The client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions.