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The Software AG Customer & Partner Innovation Awards Recognize Business Innovation and IT Excellence from Around the World
Bank Mandiri, Cox Communications and Florida Community College Jacksonville named 2008 Customer Innovation Award Winners / Enterprises were recognized for their achievements and advances in Customer Service, Innovation, Productivity and ROI / Satyam Compu
"Technology's role in improving business performance has never been greater or more important.
Having accepted this mandate, our winners have established themselves as game-changers in their use of technology to achieve corporate objectives," said Karl-Heinz Streibich, CEO, Software AG. "The significant results that our winners and finalists achieved also underscore the strategic role that business infrastructure software plays. With a more adaptive IT infrastructure, these enterprises are able to meet core demands more efficiently, respond to changes in the business faster and deliver real innovation. This equates directly to the pricing power, customer intimacy and product and service leadership that are fundamental to long-term competitiveness."
The Software AG Customer and Partner Innovation Awards recognize customers and partners for their successful use of Software AG technology and services to enhance Customer Service, foster Innovation, improve Productivity, and maximize ROI. In addition to webMethods and CentraSite(TM) customers, Adabas and Natural users were eligible to compete in this year's competition for the first-time ever, capturing top honors in several categories. Distinguished judges included Roger Burlton, founder, Process Renewal Group; Jim Ericson, editorial director, DM Review and BI Review magazine; Ian Finley, research director, AMR Research; and Ivo Totev, chief marketing officer, Software AG.
Software AG Customer Innovation Awards: The Winners
Bank Mandiri, Indonesia's largest banking company, sought to grow market share via expansion of its payments processing business. By using the webMethods Suite, the bank was able to develop in just three weeks a new payments processing platform that delivered additional services to its commercial customers. This allowed key customers, such as Indonesia's state oil company, to outsource the processing of payments, invoices and orders to Bank Mandiri as a means for reducing fulfillment costs and improving order accuracy. As a result, the bank was able to nearly triple transaction volume with these strategic customers in the first year of operations.
"A key challenge for all businesses going forth is how you manage your relationships with external trading partners," said Burlton. "By taking advantage of a SOA-based approach, Bank Mandiri is able to wrap its unique capabilities around the specific requirements of key customers. This is allowing the bank to deliver core services far more efficiently and effectively than the in-house alternative. This type of win/win business partnership is one of the hallmarks of the new economy."
As the third-largest cable provider in the U.S., Cox Communications is recognized for both the strength of its broadband network and its superior customer service. Much of this reputation relies on the strength of its field service technicians with both worker productivity and service assurance being key concerns for the company. Leveraging webMethods BPMS, Cox was able to create a new service portal to synchronize and optimize all work order tasks. Not only has this produced a significant improvement in productivity, but customer service has improved and employees are now better equipped to solve specific challenges.
"While having the right person at the right place at the right time sounds easy, customers of many of Cox's competitors will tell you that it isn't so," said Ericson. "By taking a holistic look at all of the factors impacting performance, Cox has been able to systematically streamline this process. The end result is a win/win/win situation as customers are happier, productivity is improved and needed information is more readily accessible."
Customer Service While customer service may not typically be associated with higher education, this focus has made Florida Community College Jacksonville one of the largest baccalaureate colleges in the United States, serving more than 73,000 students a year. Recognizing the need to keep pace with escalating demands, including an anticipated doubling in online enrollment, the school took advantage of the webMethods Application Modernization Suite to extend their core Adabas/Natural educational system online. More specifically, they created a comprehensive online system called Connections that enables students to enroll, select courses, complete coursework and manage their entire educational experience through a single Web-based portal. This has allowed the school to create tighter bonds with its student population, reduce administrative costs, and take advantage of real-time feedback to further improve the curriculum.
"Market leaders are often defined on their ability to manage, exploit and present data. This is certainly the case with Florida Community College Jacksonville," said Finley. "With their focus on making their educational processes fully-accessible via the Web, they're making it possible for online students to interact with the school as easily as those attending in-person. This is critical to their strategy of growing their distance learning programs significantly."
Return on Investment (ROI)
At a major US bank, a plethora of mission-critical systems are at the core of its 24 by 7 global operating environment. To ensure continued competitiveness, cost-effectiveness and compliance, these systems are being continually updated and modernized. For one initiative involving an account management application, the firm took advantage of the webMethods Application Modernization Suite to bring a Web 2.0 style user interface to an existing green screen system. By consolidating 15-20 individual screens into a composite application, they were able to significantly improve productivity and data accuracy while eliminating the training burden of the previous system.
"What impressed the judges most about this project was their strategic and pragmatic approach," said Totev. "They choose to focus on the strategic business value amassed in customer records over decades. As a result, they were able to quickly implement a very elegant and intuitive solution for unlocking this value."
Working with Tele2, Europe's next-generation telecommunications provider, Satyam Computer Services was able to develop a new system for automating the company's order management and service fulfillment process. This system builds upon the webMethods ESB and webMethods BPMS to help customer service representatives and self-service users more quickly and accurately configure each unique order. As a result, Tele2 has been able to dramatically reduce by 90% the time it takes to bring new products to market while reducing order fulfillment costs in a similarly dramatic manner.
"We congratulate Satyam on their back-to-back wins of this prestigious award," said Arnold Huffman, senior vice president, Business Development & Industry Partnerships, Software AG. "In their work with Tele2, they've demonstrated the value that process frameworks can play in conjunction with our business process management technology. This allows customers to quickly capitalize on the insight and experience of industry leaders like Satyam as they develop best-in-class solutions for their unique business challenges."
"Strategically, we're focused on expanding our footprint within key markets. This requires a more flexible provisioning and fulfillment process that can keep pace with our expanded product offering, such as our need to dynamically bundle and configure orders on-demand," said Mark Willems, Manager - Middleware, Provisioning & Billing, Tele2, Netherlands. "By itself, this would be a huge challenge.
However, coupled with the need to continually update our service offering, it could be insurmountable. Fortunately, Software AG and Satyam offered us a process-based approach that leveraged off-the-shelf IT components as the foundation for our solution. This has allowed us to take advantage of a state-of-the-art solution to drive our growth in a key market."
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