Fluid Services, a field service marketing and operations company, was initially managing customer queries and requests through a shared inbox. This system lacked accountability and transparency, often leading to a bystander effect where no one took ownership of incoming service requests. The company also faced challenges with their initial help desk solution, Zendesk, which did not meet their growing requirements. Fluid Services also needed to manage their customer support channels more efficiently. Phone support was the most popular but also the most time-intensive channel, and with a fixed number of agents, it was not a scalable solution. The company wanted to push text support but needed an integrated solution that could manage customer interactions across channels.

HelloFresh, a leading global meal-kit company, was facing significant challenges in managing and tracking incidents within the company. The company was using forms and spreadsheets on an ad-hoc basis, which proved to be inadequate with the growing operations and evolving needs. The challenges included error-prone and manual work, inability to identify and track bottlenecks, dependencies on multiple channels for cross-departmental collaboration, lack of traceability in task management, and lack of clean & accurate data for external and internal reporting. The company was in need of a service management solution that could standardize the approach to incident management and centralize information flow, leading to a single source of truth for all incident-related data.

Katz Media Group, the largest media representation company in the United States, faced significant challenges with its IT service management (ITSM), service delivery, and IT support. The company's legacy platform was not user-friendly, leading to knowledge silos and a lack of uniform ITSM processes and service SLAs. The incumbent on-premise ITSM solution was becoming a bottleneck, hindering integration, migration, and standardization of IT service and incident management. This situation was part of a broader technology transformation initiative that Katz was undertaking. The company needed to overhaul its existing functionality and improve scalability, which required a new solution to replace their incumbent on-premise solution.

Koti Puhtaaksi, a dynamic family-run business in Finland, had an ambitious plan to become the largest Finnish cleaning company. However, the company's existing customer support system was becoming a hindrance to this goal. The support system was segmented into three divisions, with customer interactions across all three groups conducted largely through email and phone. As a result, there was no single repository where past conversations could be recorded and accessed. Only the agent who had spoken with the customer would have context into the customer’s problem. With the number of agents and volume of customer queries steadily increasing, this system was no longer effective. Furthermore, with customer queries pouring in from different channels, the support team needed a single solution to streamline the customer journey and increase visibility of the various touchpoints.

Kovai.co, a B2B SaaS company, was facing challenges in managing customer support across its multiple teams spread across different geographies. The company was using email for support, which made it difficult to route queries to the appropriate team and ensure correspondence with the Service Level Agreement (SLA). The company was looking for a solution that would offer a high degree of adaptability and scalability, and a mechanism to track, monitor, and adhere to the SLA. As a multi-product organization with multifaceted teams, Kovai.co wanted to provide a granular level of support across the platform. The company also wanted to ensure that customers are taken care of, their needs are understood, and realistic expectations are set.

The customer, a leading US financial services company and one of the largest credit card providers in the world, was facing challenges with their existing customer service model. They had over 8000 customer service agents handling queries on phone and digital channels, but their first foray into digital customer service in 2006, which involved live chat support on their website, was not as effective as they had hoped. Customers had to wait in a chat queue and could not switch tabs or leave the page without missing their turn and having to start over. The company wanted to improve this experience by adopting a more intuitive and familiar flow, similar to popular messaging applications like iMessage and WhatsApp. They also wanted to maintain the context of past issues the customer has faced to provide a more personalized experience.

Logisfashion, a multinational logistics operator specializing in intralogistics for the fashion industry and e-commerce, was facing challenges due to its rapid global expansion and growing IT maturity. The company needed a consolidated system that could capture incidents, identify problems, and initiate changes from a single platform. With over 1200 employees worldwide, the IT team was inundated with countless IT requests and support queries. Ensuring timely allocation and resolution of support tickets was a key priority. Additionally, Logisfashion sought to improve process consistencies and end-to-end visibility to enhance user experience and customer satisfaction. They aimed to streamline workflows, speed up incident resolution times, and implement a robust root-cause analysis to meet new business requirements. The company was in search of an IT service desk that offered ease of deployment, a robust ITSM solution, better resolution time, workflow automation, and real-time insights through reports and analytics.

Aker BP, one of Norway’s largest oil exploration and development companies, faced a significant challenge in providing efficient internal support to its approximately 2,000 employees across five offices and various offshore sites. Initially, the company relied on administrative assistants to handle queries related to IT, HR, training, supply chain management, and more. However, as the company grew, this approach became less efficient, with support staff becoming overwhelmed with repetitive tasks and queries. These tasks, while important, consumed significant amounts of time, diverting them from key tasks such as recruitment, training, and organizational development. Aker BP sought to move away from a reliance on human support and aimed to achieve administrative self-service by increasing employee efficiency while maintaining the high level of service they were accustomed to. The company aimed to create a central hub of knowledge that employees could easily access for answers, while still having support staff available for more complex requests.

Aerospike, an open-source, flash-optimized, in-memory NoSQL database, was looking to push the boundaries of Google's speed on Google Compute Engine. The challenge was to meet high throughput, consistently low latency, and real-time processing, which are characteristic of future cloud applications. The team at Aerospike was inspired by Ivan Santa Maria Filho, Performance Engineering Lead at Google, who demonstrated 1 Million Writes Per Second with Cassandra on Google Compute Engine. The goal was to benchmark Aerospike's product performance on Google Compute Engine and see if it could scale with consistently low latency, require smaller clusters, and be simpler to operate.

Almundo, a leading travel technology company and omnichannel agency, was facing a challenge in transforming its ecosystem into a more collaborative model. With operations expanding throughout Latin America, the company had over 800 professionals and more than 330 travel experts working in various areas of the business. The goal was to create a more coordinated work environment that would have a positive impact on productivity. However, the company was relying on legacy tools that were not conducive to collaborative work, distributed access, and productivity of work teams. The challenge was to find a solution that would meet these specific requirements and help the company maintain its leadership position in Latin America.

Asahi Group Holdings, a global corporation with a diverse portfolio in food and beverages, was facing challenges with its legacy systems. Back in 2014, the company lacked the necessary environment and tools to carry out its vision, which was affecting daily operations. The IT department was becoming a cost center, with the team focused on updating tools daily. As part of their growth strategy and mission of creating “a winning Asahi”, the company needed to modernize its business systems. Extending the life of existing assets and moving to a new environment became a priority. However, the company had limited resources to achieve this.

Auchan France, a multi-format and phygital retailer with over 600 locations and 60,000 employees, was facing challenges with its massive data management system. The system was responsible for handling data from 500 applications used across the business. The company was relying on on-premise infrastructure to manage data, but it was struggling with speed, monitoring, and scalability issues due to the rapid growth of its operations. The company was processing approximately five million data flows daily through its database and various applications covering business intelligence, supply chain, financials, B2B, human resources, and more. The platform team at Auchan was seeking ways to maximize the value of the data exchange system and improve access to business intelligence.

Auto Trader (UK), the largest digital automotive marketplace in the United Kingdom, was facing challenges with its existing infrastructure. The company's infrastructure was previously deployed from its own data centers via a private cloud. The company wanted to improve its security and encryption, and create a more agile architecture to enable faster innovation. Auto Trader (UK) wanted to upgrade its security layers and implement mutual Transport Layer Security (mTLS) authentication between its apps. However, retrofitting these changes to its previous infrastructure would have been difficult due to the complexity of modifying hundreds of applications and building additional elements. The company also wanted to optimize its CPU allocation, which was previously uniform across all instances due to the inability to accurately measure the impact of changes.

autoRetouch, a Germany-based company, provides an automated image processing platform for fashion image producers worldwide. The shift to e-commerce has increased the demand for high-quality product images, which often require edits such as background removal and skin retouching. For retailers with hundreds of product lines, manually editing each image to perfection is a time-consuming and costly process. autoRetouch aimed to revolutionize this process by making it more time- and cost-effective. However, to train and run the models for its custom-developed machine learning algorithms, autoRetouch required powerful CPU and GPU processors that need to be available on demand. The platform had to be available around the clock and scale from processing a few images to hundreds of thousands, in seconds.

AVEVE Group, a Belgian agricultural supplier, was facing challenges in coordinating its diverse businesses spread across more than 50 companies and 400 locations. Each of these companies operated independently, running its own administrative processes, leading to a siloed work environment with little communication between different parties. This lack of a unified platform for information and resource sharing was hindering productivity and efficiency. AVEVE Group was looking to centralize and standardize its processes, requiring a robust platform for collaboration. The company also aimed to shift from individual bookkeeping to a shared service center for managing finances for the entire group, necessitating increased inter-company communication.

Balgrist Campus, an internationally renowned research institute for musculoskeletal issues, was facing challenges in expanding its research on lower-back pain. The Integrative Spinal Research (ISR) group at the campus was gathering data from patients across a broad range of symptom durations, using an on-premises cloud setup linked to a network of supercomputers to process and analyze the information. However, this setup had limitations. The growth of the ISR research team and the success of their projects presented problems, including the need for more workstations and increased computing power. The expense of purchasing additional infrastructure and the desire for a more cost-effective solution led the team to seek alternatives.

Band Aid 30, a global philanthropic initiative aimed at raising funds for Ebola relief, was faced with the challenge of organizing a live performance featuring dozens of top music artists. The project was to be executed in less than 14 days, with a small team of two web developers, Mukesh Randev and Jonathan Horne from Adtrak, a UK-based media agency. The task was to deploy a website that could handle heavy traffic from millions of followers of the participating artists. The website was to be hosted on Google Cloud Platform, a platform that was relatively new to the developers. The challenge was to ensure the website remained online and could handle the anticipated heavy traffic, while also being cost-effective.

BharatPe, a fintech company founded in 2018, aimed to make digital payments more accessible for over 10 million small offline merchants and kirana store owners in India. However, the company faced challenges in managing the massive amounts of data generated daily from payment processing to business analysis. Prior to using Google Cloud, BharatPe managed its legacy data warehouse with limited capacity to run a large number of queries. The company ran key performance indicator (KPI) reports, without the ability to understand real-time data patterns. Loading three months of data for quarterly reports took more than 30 minutes on the legacy system, and in some cases, queries failed because the system could not scale to support analytical needs. Additionally, BharatPe operates in a multi-cloud environment for disaster recovery and needed a data platform that could run queries against data, regardless of where it resides.

Blockchain.com, a leading cryptocurrency software company, was facing significant challenges in managing its large databases. The company's primary products, Blockchain Wallet and Blockchain Explorer, required complex calculations on hard-to-access data across vast databases. As the popularity of cryptocurrencies grew and the company expanded to cover other cryptocurrencies such as Ethereum, Bitcoin Cash, and Stellar Lumens, securely maintaining these databases became a major undertaking with significant resource overheads. The company was spending a lot of time and resources on maintaining and managing its infrastructure, which was affecting its ability to focus on domain-specific challenges and deliver a peerless user experience across all products.

Bloomreach, a leading Commerce Experience Cloud, faced significant challenges as it grew rapidly since its launch in 2015. The company's growth began to strain its bare-metal IT infrastructure, affecting both development and stability. The company experienced server failures and poor connections with their data center provider, which threatened the reliability of their service. Furthermore, with the advent of GDPR regulations and a global client base, Bloomreach had to prepare for a more complex security environment. Their existing infrastructure was not capable of handling the upcoming challenges, and they needed a solution that could provide scalability, stability, and security.

The global COVID-19 lockdowns during 2020 and 2021 accelerated the growth of online sales, leading to a 34% increase in e-commerce purchases in the U.S. alone. This surge in digital activity led brands across all industries to reassess their digital presence. As businesses look to maximize revenue from e-commerce, the global search engine optimization service market is expected to be worth more than $100 billion in 2025. Botify, an enterprise software company, faced the challenge of helping its customers drive sustainable traffic and increase online revenue in this rapidly evolving digital landscape. The company needed to analyze vast amounts of data, optimize websites for search engines, and provide actionable insights for website improvements.

Bounce, a smart mobility solution in India, was faced with the challenge of making daily commutes stress-free, time-saving, reliable, and convenient for its users. The company, which operates a scooter sharing mobility app, needed a location solution that could scale rapidly and provide accurate location information to its growing customer base. The motorized scooter, being the best selling vehicle in South Asia, was the chosen mode of transport for Bounce. However, the company needed to guide users to the nearest available scooters, provide unmatched location accuracy and information, and quickly scale to serve a growing customer base of more than 2.1 million people. Bounce officially launched its mobility app in September 2018 in Bangalore, one of the largest cities in India with a metropolitan population of more than 10 million. The app was so popular and easy to use that within two years, it had spread to bustling Hyderabad and a host of other cities.

Hong Kong Shue Yan University (HKSYU), a liberal arts school, was faced with the challenge of teaching non-technical students how to use advanced technology to enhance their studies. In September 2020, the university launched three laboratories for the study of big data, virtual reality, and robotics with the aim of reinventing liberal arts education and staying relevant in the digital age. The Big Data Laboratory was designed to facilitate studies and support research projects requiring data analytics, machine learning, and data visualization. However, the challenge was to equip the lab with technology that both students and faculty could easily learn and use. The students and faculty members were interested in using technology to support their studies and research but found it complicated to start with.

The client, a leading luxury store chain operating in over 100 countries, was facing challenges in analyzing the pricing policies of their competitors. They were using a third-party platform to retrieve competitors’ pricing data to develop their own pricing strategies and increase sales. However, the platform had limitations in expanding the number of competitors in pricing reports and had an insufficient accuracy level. The products mentioned in the reports matched the client’s products only by 70%. Moreover, the solution did not meet the client's accuracy requirements as it generated reports only on a daily basis and lacked real-time reporting. The client needed a solution that could provide near real-time reporting and more accurate competitor pricing data to improve their pricing strategies.

The client, a leading global technology company offering a creative platform for selling and purchasing high-quality editorial and media resources, was facing challenges due to rapid business growth. The increase in new platform users, asset downloads, and corporate clients put a strain on their legacy systems used for tasks such as user management, customer service, and handling media purchases. These systems significantly slowed down the client’s operations and hindered their ability to effectively keep up with the business growth. The client needed to conduct a comprehensive modernization and optimization of a wide range of systems and applications.

The client was in need of a more flexible system for creating and managing template documents within the Content Server environment. They wanted to ensure that typical documents always maintained the same structure with some essential elements, and only designated sections of the document were editable by the staff. The client already had their client information stored in Content Server, and they needed to develop functionality for creating legal contracts using this information. The requirements included having a list of predefined contracts available from the standard Content Server interface, both flexibility and control when creating legal documents, a legal contract should have predefined static parts and provide the possibility to change customer-specific parts of the contract, the ability to create documents fast and represent their specific relationship with each specific contractor, and keeping the list of templates short, so expanding the list of contract templates for each contractor wasn’t an option.

m3connect, one of the largest wireless internet service providers in Europe, faced a significant challenge in transforming their existing solution to increase scalability and adapt to new business cases. The company, which specializes in digital signage, guest infotainment systems, VoIP, VoD, and location-based services, needed to redesign its architecture to enable in-flight portability for T-Mobile users and support a growing customer base. They also had to leverage new business opportunities discovered within an extensive partner network, from product deployment for local businesses to collaboration with global commercial airlines that provide on-board services. Over 300 epics/stories needed to be processed in the backlog to meet the client’s airline requests. The company had a high-level concept of the transformed solution but needed technical help in selecting technologies and designing the architecture.

The client, a leading global fashion retailer, was in the midst of a digital transformation journey. The challenge was to improve their existing legacy systems and develop new tools to accelerate this transformation. The legacy promotion management system, a desktop application used to manage promotions, lacked flexibility and could not keep up with the company's needs. It involved the use of several programs, and the client needed a unified app that would allow them to create an end-to-end promotion process. Additionally, the client required the development of a proposal management system for buyers. The buyers used excel tables and manually entered data to create proposals of goods they needed in their shops, including their quantity and the time when they needed them. The client wanted to reduce the amount of manual work and automate this process.

The client, a leading energy technology company with over 8,000 employees and serving millions of customers globally, was facing challenges in streamlining its internal digital marketing processes and improving the user experience and scalability of its products. The company relied heavily on third parties to create offers and gift cards for customers and prospects, which caused difficulties in making changes to customer journeys and launching new campaigns. The client needed to develop an internal marketing system, build an end-to-end signup flow for smart heaters, improve the efficiency of the Customer Management System (CMS) and internal user processing engines, and modernize the website by boosting its performance and improving user experience.

The client, a leading global audio streaming platform with millions of active users, was facing challenges in improving the service quality of their platform. The platform, which provides a wide range of services including live radio stations, music streaming, podcasts, news coverage, and sports games broadcasting, needed to be more user-friendly across all supported connected devices such as Amazon Alexa, Google Assistant, etc. The client also wanted the platform to handle high volumes of requests simultaneously, especially during peak times. The platform was available across 200 connected devices, including web, mobile, voice assistants, home sound systems, smart TV, gaming consoles, and smartwatches. The growing customer base necessitated an improvement in platform usability and efficiency in handling high amounts of requests.