14. March 2022

Digital transformation

Become a digital pioneer

It is no longer possible to avoid the digital transformation. It is not only the use of new technologies that is crucial to the success of the transformation, but also whether companies are able to rethink their respective business models with the help of these tools. In a world in which the market power of the consumer is greater than ever before, those who put their customers first, who know their needs, desires and situational requirements, will be successful. Customers have high expectations of transparent processes and fast communication. Nowadays, companies can only meet these requirements with intelligent, IT-supported processes. Digital pioneers offer their customers solutions with a unique experience.

Become a digital pioneer. With us.

Legacy systems often slow down important investments

After decades of use, many IT systems that mapped important core applications of a company have become obsolete. With considerable consequences: Almost half of the available IT budgets are now used for the maintenance and care of these legacy systems. This is a result of our market analysis, which we conducted together with Statista. So as digital technologies continue to evolve, the question for many IT departments is which programs can keep up and which cannot. A decision that should be made carefully. This is because many such legacy systems have mature core functions and work reliably during operation. On the other hand, they are often characterized by outdated data management as well as bulky user interfaces and are developed in old programming languages that simply no longer meet modern requirements. Care and maintenance is cumbersome and costly. In many cases, it can be replaced by a modern and cost-saving IT architecture, which can significantly increase the corridor of investments in new, up-to-date digital solutions or even in new business models.

What we are good at

The digitization of business models and processes is a key component in meeting increased customer expectations. We support you by analyzing your business model with regard to digitization and technology-based transformation.

IT cloud enterprise platforms are the basis for digital business models and processes, and give you the opportunity to successfully follow the path of digital transformation. In the course of digital transformation, several factors must be taken into account that are crucial for success:

  • Are employees ready for the digital transformation?
  • What additional business models can be realized with IT cloud enterprise platforms?
  • Are the strategic direction of the company and the planned changes in line?
  • Is the business case valid and does it include not only new sales potential, but also the costs incurred for supporting the platform?
  • Are the individual processes that make up your competitive advantage mapped optimally?
  • What is the right IT platform? Which one fits your requirement criteria?

Your advantages

We advise you on IT cloud enterprise platform selection, design and implementation of a viable architecture that connects customers, suppliers and partners. We always take into account the specifics of individual company processes.

Our experts have in-depth know-how across the entire portfolio of cloud platforms. We always focus on flexibility, feasibility and step-by-step implementation – in line with your budget planning and a validated business case.

Customer Service: Use Cases

Consistent and seamless service inspires customers. Today, consistent services are expected across all channels. Customers want to decide when and where they interact with companies. The challenge for companies is to meet these expectations in order to retain customers in the long term. Employees therefore need a 360-degree view of customers with data from sales, marketing and service, as well as product data from smart devices (IoT). All customer and device data must be prepared and displayed in such a way that employees have the knowledge they need to provide service at all times.

Challenges

  • Service processes are inefficient and often only exist in isolation from each other
  • Customer data is stored in separate systems and areas
  • Missing 360-degree view of customers – sales, marketing and service do not work hand in hand
  • Lack of systemic process support and poor profitability
  • No recurring follow-up business
  • No networking of IoT device data

Solution approaches

  • Enterprise IT cloud platform as a framework for networking systems and standardizing data
  • Integration of customer data (sales, service and marketing) and device data
  • Creating significant added value through digitalization and AI
  • Intelligent linking of IoT scenarios, data analysis and process management

Use case: Ticket entry for call centers with CTI integration

Open tickets for the customer are displayed for incoming calls. After selecting the registered product, the priority is determined depending on the SLAs when a new ticket is created. Classification catalogs can be used to narrow down the incident so that it can be evaluated and the responsible department can be suggested.

  • Higher case processing rate on the phone
  • Improving the customer experience
  • Significant increase in the SLA target achievement rate
  • Avoiding escalation by informing the customer in good time when requested
  • Avoidance of double recording of incidents

2nd level support with remote access integration

Case clarification is facilitated by a full-text search of existing cases. Access to information on previously installed spare parts, the revision and software version history helps to narrow down the fault and determines possible solutions from the integrated knowledge base.

  • Acceleration of the service process through increased transparency
  • Accelerated case clarification
  • Increase customer loyalty and satisfaction
  • Increase in service profitability

Service scheduling with skill-based optimization

Projects and the associated power distribution grids can be created and managed. Using a “Graphical Editor”, the electricity distribution grids can also be graphically planned, created and simulated under the calculated electricity load distribution and utilization. The respective and general system statuses are monitored via an IoT connection. At the same time, the data is collected and analyzed. The knowledge gained is constantly being incorporated into the planning and operation of electricity distribution grids, which enables process efficiency to be increased and costs to be saved.

  • Proactive management of resources
  • Early detection of resource bottlenecks
  • Precise allocation of resource requirements
  • Ensuring punctual processing
  • Spontaneous rescheduling possible in the event of cancellations

Documentation of service assignments with contract-based billing determination (mobile solution)

The service field service is supported on site with a mobile app to document the service assignment and record billing-relevant information. The printed service report contains the automatic interpretation of the contract conditions with regard to the billing of operating times, spare parts and travel expenses.

  • Support of the service field service with a mobile solution
  • Acceleration of the service process incl. Billing
  • Cost estimate for customers in real time
  • Automatic spare parts management

Business Intelligence with Mean-Time-To-X evaluations – Service KPI dashboard

Recorded data is compiled in statistics and made available to service and product management. A graphical presentation of the data in the form of decision-maker dashboards helps management to derive measures to improve the service (corrective and preventive action).

  • Transparent service KPIs to improve the product and service processes
  • Calculation of service profitability
  • Automated initiation of processes (e.g. subsequent delivery of spare parts if defective)

The Whitepaper

We know the market leaders of IT cloud enterprise platforms and
have coined the term Digital Business Platform. As a consistent implementation of the Industrie 4.0 concept, digital business platforms merge the relevant business applications from all areas of the company and bring together all available data streams into a company-wide data pool (data lake, big data).

The digital business platform is supplemented by additional microservices, such as data stream analyses via the so-called IoT Hub, predictive maintenance, deep learning algorithms (Artifical Intelligence), speech recognition, geo-localization, etc. The digital business platform is also supplemented by additional microservices. This expands the flexibility of the systems as well as the possibilities for a holistic view.

The different platform providers show that they have significantly improved their flexibility with respect to different requirements in terms of size, complexity and openness.

Another asset in this context is the involvement of suppliers, customers and other business partners. By mapping numerous or, if possible, all authoritative systems, companies now have the opportunity with all providers to obtain a 360-degree view of their customer and their own company. On the cost side, almost all manufacturers of digital business platforms have attractive models based on the number of users. Operation takes place primarily in the cloud, eliminating the need for costly on-premise installations.

Due to our high competence in interfaces, implementations with all major manufacturers and numerous individual software projects, PTA is your ideal partner, both for the implementation and objective consideration of opportunities and risks, as well as for unavoidable updates and vendor lock-in.

IT Cloud Platforms

With our extensive implementation experience and expertise, we can provide you with comprehensive advice on the advantages and disadvantages of digital business platforms. Here is an overview of the market leaders in enterprise IT cloud platforms:

Microsoft Dynamics 365

Dynamics 365 integrates CRM and ERP on one platform and intelligently prepares all types of data. This makes it easier for you to proactively gain insights to accelerate your business processes.

  • Flexible, standard can be extended most easily
  • Possibility to use on-premise
  • ERP solution in the cloud available on one platform
  • Native integration with Office world
  • Transparent pricing policy

Salesforce

Salesforce is a web-based CRM for sales, marketing and customer service – all on one platform. Connect with your customers in new ways – with the world’s leading CRM platform.

  • Cloud-native
  • Highest number of modules
  • Exceptional functional depth in the individual modules
  • Innovation driver through cloud-native strategy
  • Pioneer and market leader in cloud-based CRM platforms

SAP

SAP C/4HANA is a generic term for SAP’s combined customer experience solutions. This puts your customers at the center of your business activities.

  • Consistency of the processes
  • Native integration with ERP
  • Industry templates available – use of state-of-the-art processes (financial, manufacturing)
  • Wide variety of products – a company could use SAP products completely
  • Transparent pricing policy

Dr. Frank Gredel

Head of Business Development

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