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.
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