BSM for Call Center execution
Delivering intuitive software for media-rich communication
Designed and implemented by MW2 Consulting, Adobe’s Business Service Management solution draws on the SAP Enterprise Service Oriented Architecture (ESOA). This solution has enabled the company’s Information Services organization to switch from technology management to service management. Relying on HP OpenView for the end-to-end monitoring of the user experience from a business perspective, this architecture has delivered significant improvements in IT process efficiency, cost effectiveness and cost transparency.
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eBusiness Web Services Architecture
Our client's goal was to build an intranet application portal that would link multiple offices and departments into centralized information resources. The expected architecture needed to be scalable, lower the total cost of ownership, have reusable elements, and be the backbone for most future internal eBusiness development.
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Optimized SAP Business Process Lowers TCO
After an internal re-organization, our client decided to maintain only one SAP pricing system by consolidating all other variants within the company. The goal was to decrease the cost of maintaining the different pricing systems and to reduce the TCO by standardization and obsolescence.
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Real Time Pricing Reduced Time To Market
The current SAP pricing application did not provide the functionality to provide customer specific pricing to the sales, marketing, and product development teams. The goal was to decrease order-pricing errors, reduce the time to create customer quotes, and increase quote-to-order rates by improving customer satisfaction.
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Streamlining Financial Business Processes
The client determined the need to review and improve its finance and accounting management processes (receivables, payables, and payroll) in order to improve and effectively manage its cash flow and reduce overhead costs while maintaining level headcount. This was essential for sustaining future growth plans and increasing value to Customers. To accomplish its goal, the client hired MW2 to perform a Business Process Improvement (BPI) engagement to reduce manual efforts and eliminate process inefficiencies, bottlenecks, and communication gaps.
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Business Process Improvement & Business Strategy
Since its creation, the customer has worked extensively with business process outsourcers in the following areas: Sales, bursar and financial Aid. This approach enabled the organization to keep costs in line with its student population however the lack of process integration and automation between some of the outsourcers and the customers and mostly the sales organization negatively impacted the organization ability to correctly manage its sales and marketing activity and the channel performance. Additionally, this lack of integration negatively impacted services to student especially the lead to enrollment phase.
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Performance and Availability Management
A multi-billion dollar global leader in nanomanufacturing technology solutions with a broad portfolio of innovative equipment, service and software products for the fabrication of semiconductor chips, flat panels, solar photovoltaic cells, flexible electronics and energy efficient glass.
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Business Requirements for an Improved Student Administration System
The client’s objective was to improve self-service capabilities and existing features of the homegrown student administration system. The goal was to improve the user experience for both prospective and existing students as they register or go through the admission process using the existing application.
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CRM Implementation (Microsoft Dynamics)
The goal was to provide full-scale customer relationship management capabilities to the different departments including marketing, sales, student services, financial aid, bursar and operations using Microsoft CRM 3.0. In addition, it was critical to make sure the new CRM system integrates with the existing student administration system (CampusVue) and the customer’s accounting and business management package. Key benefit of the integration was the ability to provide a 360 degree view of students.
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HR Management - Enterprise Solution Deployment
While the organization has grown, most of the human capital management processes remained manual. To achieve process efficiency and empower employees through the use of self-service applications, the customer decided to deploy an enterprise human resource management system to improve existing human resource management capabilities including employee demographic information management, time and expenses, benefits administration, payroll including integration with ADP (Automatic Data Processing).
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SOA Strategic Assessment and Deployment Roadmap
The SBA is an agency of Florida State Government that provides financial and trust services to various governmental entities. Additionally, the SBA is the plan administrator for the Public Employee Optional Retirement Program commonly known as the FRS Investment Plan (the fourth largest public retirement plan in the United States with over $27 Billion in assets) and is responsible for a multi-media education program available to all active members of the FRS (through the MyFRS website) to help them make informed choices. The MyFRS.com website provides retirement and financial planning information for over 900,000 state and local employees and retirees, and 950 employers.
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