Intelligent CIO Europe Issue 32 | Page 10

NEWS Hitachi Vantara’s Pentaho enables Swisscom to improve customer service Hitachi Vantara, the digital infrastructure and solutions subsidiary of Hitachi, has helped the Swisscom Business Customers division, part of Switzerland’s largest telecommunications company and a leading IT services provider, improve customer service by centralising the company’s vast amounts of data into a single view. The accomplishment was enabled by Hitachi Vantara’s Pentaho, a Lumada portfolio product. Swisscom provides mobile, broadband and IT services to private households and businesses of all sizes. These types of customers have drastically different needs, which makes managing data and delivering services challenging. Over time, these different business areas have generated numerous data silos across the enterprise, leading to complexities that made it nearly impossible to gain a unified overview of customers, contracts, service status, billing positions and products. As a result, these silos hampered timely, coordinated responses to customers. John Lewis Partnership selects Capgemini to deliver specialist application services The John Lewis Partnership has announced that Capgemini, a leading global consulting, technology services and Digital Transformation company, has been selected to provide specialist IT application services to support the Partnership’s technology systems and business processes. This partnership forms an integral part of a newly created Technology and Change function which has been evolving over the past 18 months and will now better support the Partnership’s business strategy and enable it to respond more quickly to the digital demands of customers and its staff, known as Partners. Capgemini will support the Partnership’s core operational IT application services used across the technology estate to run the business such as trading, supply chain, finance and personnel systems and core enabling services like integration and information. The agreement will consolidate a range of existing supplier activities into one strategic relationship, ensuring the Partnership, can benefit from new operational practices and technologies and that the maintenance of applications are supported and are running to agreed performance indicators. Mike Sackman, Chief Information Officer at the John Lewis Partnership said: “This new agreement represents an important development, both in the Partnership’s long-standing relationship with Capgemini, as well as the evolution of our Technology and Change team, as we become better equipped to support the Partnership’s future business strategy. We continue to value the ongoing support and commitment from our wider supplier base, but in this particular selection process it was evident Capgemini will provide the Partnership with the necessary thought leadership and change support to allow us to further develop our customer propositions.” Swisscom’s Business Customers division worked with Hitachi Vantara to create a centralised hub for real-time data access and service support requests. Using Pentaho, Swisscom Business Customers created a single view of customer and operations data from across more than 30 business units including marketing, sales, quality assurance and service operations management. Now, instead of needing to check multiple data sources for a single request, customer service reps have the essential data at their fingertips in a holistic, easy-to-use view. This helps Swisscom Business Customers provide tailored services and resolve issues faster to improve customer experiences. 10 INTELLIGENTCIO www.intelligentcio.com