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Integrify > Case Studies > Streamlining Workflow and Enhancing Reporting Capabilities: A Case Study on SONY Network Entertainment
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Streamlining Workflow and Enhancing Reporting Capabilities: A Case Study on SONY Network Entertainment

Technology Category
  • Automation & Control - Human Machine Interface (HMI)
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
  • Cement
  • Construction & Infrastructure
Use Cases
  • Inventory Management
  • Process Control & Optimization
Services
  • Cloud Planning, Design & Implementation Services
  • System Integration
The Challenge
SONY Network Entertainment (SNE), a premier source for digital entertainment, was facing challenges in keeping its storefront up-to-date with the latest content offerings. Launched in 2008, the service had added new features and capabilities over time, leading to an increased need for better metrics, detailed reporting, and a more visible throughput of its workflow. The Content Operations group was in search of a request management system with robust reporting features that could capture metrics across the team. They also needed a solution that could be tailored to their workflow and operations requirements without having to build a system from the ground up. The challenge was to find a software company that would not only show what the request management solution was capable of, but also guide the team on how to implement it effectively.
About The Customer
SONY Network Entertainment (SNE) is a leading provider of digital entertainment needs including music, movies, games, and more, on a variety of connected devices, all through one account. The service, launched in 2008, promises its millions of customers 'quick and convenient' entertainment. As the service expanded and added new features, the need for better metrics, detailed reporting, and a more visible throughput of its workflow became apparent. The Content Operations group at SNE, which is responsible for keeping the storefront up-to-date with the latest content offerings, was particularly in need of a robust request management system.
The Solution
SNE implemented Integrify Cloud in early 2012 to address their challenges. Integrify was chosen primarily for its robust reporting features and the support resources it offered. The solution allowed SNE to capture metrics across their team and gave them control over the reports and workflows, making them effective for their team. Integrify's common request management interface and automated workflow efficiently managed requests, reducing the resources required to respond. The system allowed users to easily define, build and publish processes within an intuitive interface, creating processes that truly worked the way their business worked. The solution was further simplified for SNE as they chose Integrify’s Cloud solution, eliminating the need to install and maintain software. The Content Operations department at SNE, with over 100 employees in their Los Angeles and London offices, started using the system in April 2012.
Operational Impact
  • The implementation of Integrify has streamlined the processes within the Content Operations team at SNE. More processes are now handled and available for tracking via Integrify, providing managers with greater visibility into what the team is working on and operators with a more consolidated resource for task assignments. The team is processing about the same number of requests (50 to 60 each month) as before, but the processes are much more intuitive and transparent for the users. Additionally, SNE’s Integration specialists began exporting reports on open requests into Excel, and by using an algorithm, they’re able to prioritize requests based on related information within the ticket rather than using an arbitrary due date. This has led to more efficient planning for future initiatives.
Quantitative Benefit
  • Integrify has been shown to reduce direct workflow costs by more than 30%
  • Cut process management cycle times in half
  • Deliver positive ROI in less than three months

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