INNOVATION WORLD 2008

Category: Customer Service

Customer that has improved the most in customer service and customer retention

In response to significant pressures placed on the enrollment system at Florida Community College at Jacksonville—an influx of new students, demands of the Military Education Institute, and increased demands of a rapidly growing, technologically proficient student body—a more efficient and holistic method to engage students online and to provide resources was needed. The college created a comprehensive online system using Software AG toolsets that enabled students to apply, enroll, select courses, complete coursework, and manage their entire educational experience through a single web-based portal—“Connections”. Connections enables students to complete all necessary transactions, promotes student feedback and provides a single point of access management platform for the institution in all operational areas—particularly academics. A version was optimized for mobile devices. Since implementing Connections, enrollment has increased by 5% and administrative costs have been reduced by more than $250,000.

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Customer who has delivered the most innovative products or services internally or externally

Mandiri created a new payments platform for managing the payables and receivables of corporate customers. This platform—enabling customizable bill presentment and payment; easy, fast deployment of new payee corporation in line with market needs and low-cost payment collection points—allowed Mandiri to pull parts of the customer’s business process into the bank. The first project went live after three weeks of development. Mandiri improved customer satisfaction and retention and maximized B2B cross-sell opportunity. Transaction time has decreased, errors have been significantly reduced and there has been an improvement in time-to-market that gives business units more confidence to seek new customers and business and compete in the market.

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Customer that has most improved its operations and efficiency

Cox Communications needed to manage costs while continuing to grow bottom line and customer base, and also focus on worker productivity and quality assurance. An aging work-order management system needed to be replaced with a system providing the same functionality as well as flexibility/extendibility. Software AG’s portal technology formed the presentation base for the field technicians’ new portal—iWerks, which integrates with the hosted work-order management system. iWerks enables automated diagnostics on customer premise equipment, renders maps of the day’s work-orders, provides A-to-B driving directions for the technicians and provides the current listing of equipment on the technician’s vehicle for installations and service. The techs praise iWerks capabilities, which saves 10 minutes of time per tech per day, amounting to $4.4 million annually in productivity gains and nearly $40 million in net present value.

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Winner: Morgan Stanley
Financial Services / Securities
Customer Since 1979

Category: ROI  

 

Customer that has demonstrated the most financial returns (savings, revenue uplift, and so on)

Morgan Stanley needed to make the most of modern technology developments while leveraging the long term investment in its mainframe. A multi-year renovation of their plant is underway, but some risks had to be addressed immediately, such as the legacy accounts opening application. The system was less than user-friendly and error prone due to high data entry, and involved numerous screens, fields and keystrokes and patchy data quality. The solution was Software AG’s ApplinX to ‘laterally’ move the mainframe functionality to the renovated environment . The net result was a single ‘dashboard’/ composite application, built to perform all of the mainframe and distributed functions. As a result, duplicate data entry and reconciliation are eliminated; workflow is streamlined and less error prone. Training overhead was lowered and productivity has improved approximately 40%. In addition to significant data quality and workflow improvement, there was a tangible ROI—31% in Year 1 growing to 110% by Year 7.

Category: Partner Innovation

 

Partner who has created the most value for their customer in terms of Customer Service, Innovation, Productivity, and/or ROI

Multiple challenge included cumbersome, cost-prohibitive and slow new product introduction, price pressures, long lead time for provisioning of services, lack of process visibility, data inconsistencies and high costs of multiple non-integrated business processes, legacy back-office applications, regulatory compliance. A Service Fulfillment Management solution was created to address the order management process with end-to-end automation and consolidation of all backend systems. This included a BPM platform to control all the detailed order processes involved in the service fulfillment lifecycle, an integration platform to perform all the mediation required to activate services and complete, real-time analysis of order status, user and task management. Exponential reduction in time-to-market as the lead time for new product introduction was reduced by 90%. 

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