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Setting a New Pace for Increased Competitive Advantage
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Discrete Manufacturing
- Sales & Marketing
Use Cases
- Process Control & Optimization
- Supply Chain Visibility
- Predictive Maintenance
Services
- System Integration
- Software Design & Engineering Services
The Challenge
Fujitsu Technology Solutions, a leading European IT infrastructure provider, was experiencing rapid growth in its service business. However, the company's 20-year-old proprietary service middleware was unable to keep up with its evolving business needs. Fujitsu required a solution that would offer greater flexibility for user interfaces, facilitate improvements in its 24/7 support, enable faster on-boarding of customers, and increase cost efficiencies. The solution also needed to ensure continuous availability throughout the transition process due to demanding Service Level Agreements (SLAs) and high penalties.
About The Customer
Fujitsu Technology Solutions is the leading European IT infrastructure provider with a presence that spans Europe, the Middle East, Africa, and India. The company offers a full portfolio of IT products, solutions, and services, ranging from clients to data center solutions, managed infrastructure services, and Infrastructure-as-a-Service (IaaS). Headquartered in Munich, Germany, Fujitsu Technology Solutions employs more than 13,000 people and is part of the global Fujitsu Group, a leader in information and communication technology. The company is experiencing high, rapid growth in its service business, which has brought about complex business requirements, including global operations, increased customer expectations, demand for global expertise with local responsiveness, and a greater degree of solution integration.
The Solution
Fujitsu Technology Solutions expanded its investment in Software AG’s webMethods technology, moving to a single strategic Enterprise Application Integration (EAI) platform for all B2B areas (service, sales, and suppliers). This simplified operations and reduced costs. The solution represented a major milestone in providing continuous premium customer support. More than 17 systems, ranging from custom solutions to SAP, were integrated. By abstracting the customer interfaces from these systems, Fujitsu gained the freedom to gradually replace and modernize its internal support system landscape without compromising business continuity. The project was completed on time and within budget. Immediately, more than 70 customers were on-boarded at 30 percent less effort than before. The system scales without issue, handling 7 million documents a month. With its partner management functionality, webMethods Trading Networks also plays a central role in the solution; 300 of the company’s external partners have already been connected.
Operational Impact
Quantitative Benefit
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