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Customer Journey Integration Platform

Introduction

The adoption of cloud services has become essential for organizations seeking to stay competitive and agile. However, navigating the complex landscape of cloud solutions presents significant challenges for both customers and vendors. The case study focuses on a global IT solutions provider leveraging a cutting-edge customer journey integration platform aimed at streamlining the procurement and management of cloud services.

Problem Statement

The proliferation of cloud services has led to fragmented procurement processes and disparate management systems, causing inefficiencies and complexities for customers. Traditional approaches lack integration, resulting in longer time-to-market for vendors and cumbersome experiences for customers


Challenges

Solution

The integration platform addresses these challenges by offering a unified cloud marketplace that simplifies the discovery, procurement, and management of cloud services. Key features of the integration platform include:

  • Develop a centralized platform for managing cloud procurement and services.
  • Incorporate a multi-vendor marketplace for SaaS, PaaS, and IaaS offerings.
  • Provide value-added services for optimized cloud setup and management within organizations.

  • Integrate with AWS and MS CSP (Microsoft Cloud Solution Provider) for seamless service provisioning.
  • Enable limited ERP (E1) integration for credit checks and recurring billing.
  • Integrate with up to 10 initial SaaS providers.

  • Management portal for easy setup and provisioning of cloud services.
  • Billing and payment integration with JDE E1 (ERP) for credit checks and procurement.
  • Support for various payment methods including net terms and credit cards.
  • Basic reporting, profiling, and alerts for subscriptions and licenses.
  • Role-based access and purchase request approval workflows.
  • Handling of failure notifications and offline cases.
  • Single billing system for aggregating cloud services.
  • Integration with PaaS and secondary tier IaaS providers.

  • Advanced insights into security, performance, budget, and costs.
  • Custom integration and e-Procurement with customer ERPs.
  • Transfer of CCP carts or SKUs between the company’s Portals.
  • Contract management, identity, and user management.

Challenges

Results

With the implementation of the integration platform, customers benefit from:

1. A user-friendly interface for discovering, browsing, and procuring cloud services, enhancing their overall experience.

2. Access to insights and reports to facilitate better planning and optimization of cloud spending.

3. Simplified billing processes with consolidated invoices, eliminating the need for multiple license signings.

4. Improved integration across the global IT solutions provider’s business divisions, leading to enhanced operational efficiency and revenue reporting.

5. Streamlined procurement processes for vendors, resulting in reduced time-to-market and increased scalability.

6. Enhanced customer support and service management through the dedicated Sales/Operation organization, ensuring a high level of satisfaction.

Procurement

Conclusion

By providing a comprehensive and integrated platform, the integration platform empowers organizations to leverage the full potential of cloud services, driving efficiency, agility, and innovation. This case study effectively shows how the global IT solutions provider enables the integration platform to offer an innovative solution to address the challenges faced by both customers and vendors in the cloud ecosystem.

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