Case studies

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<h3>The Challenge</h3>&nbsp;The Warsaw City office had to deal with the following issues:

<h3>Why Did City Hall Choose Eversis?</h3>&nbsp;Eversis, thanks to its comprehensive experience in delivering web applications and content management systems, meets the criteria of the open competition organised by City Hall. The City Hall appreciates testimonials from European Space Agency and Airbus Defence and Space. Eversis proves successful delivery of projects that have a similar scope.

The report's author is Fundacja Widzialni (<a href="https://widzialni.org/" target="_blank" rel="noopener noreferrer">https://widzialni.org/</a>), an NGO aiming to provide easy access to internet resources, regardless of age, disability, wealth, and owned software and hardware.

“Accessibility 2022 report” has scored Warsaw City Hall as the most accessible page among all city websites.

We are proud because we help make the world better!

Websites were developed separately by different subcontractors and departments, with various colour schemes, typography, and content layout.

Inconsistent visual identity and content architecture

Overpriced expenses of provision of software changes, hosting, maintenance, and support for &nbsp;70 separate websites in 14 different technologies.

Overpriced  expenses

The decentralised back office of the Content Management System caused many problems for Office employees: long and effortful onboarding or not trackable and manageable processes.

Complicated publication process

A centralised Content Management System and the portal brought a significant cost decrease. A new feature developed by the team can be deployed to dozen websites with one click. The costs and time to market decreased. A centralised solution brings significant savings on maintenance, operations, and hosting. The operational costs compared to legacy systems decreased by 70%.

Operational cost reduction

All customer employees use a unified tool to manage content for all websites. It reduces the onboarding time and simplifies workload management. &nbsp;Additionally, the content contributors can use a shared repository to eliminate duplications and speed up the work.

Efficiency of content creation

The structure of portals is easier to understand - all thematic and district websites have the same content architecture and navigation structure. The content from all websites is accessible from the home page through the search engine. The content is accessible from all pages with a centralised search engine allowing search content.

The clear, transparent, and understandable information

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Warsaw main page, 18 district pages, and dozens of thematic sites

Drupal 6 & 7, WordPress, Joomla, Liferay Portal and vendor-specific platforms

Quick facts about websites

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The Warsaw City office had to deal with the following issues:

Migration of 70 websites into one Content Management Platform

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<h3>The Challenge</h3>&nbsp;After launching many self-service applications, T-Mobile recognised that managing multiple channels in parallel:&nbsp;<ul><li>Creates difficulties in maintaining consistent communication</li><li>Slows down the delivery of changes in self-service and back-office applications</li><li>Increases the cost of software modification across many channels</li></ul>&nbsp;The challenge pointed out by the customer focuses on three “hows”

<h3>Why did T-Mobile choose Eversis?</h3>&nbsp;Eversis was the only company that could deliver consultancy services with a strong technical capacity. The customer appreciates the business level and customer experience know-how. &nbsp;A solid technical team guaranteed end-to-end project delivery.&nbsp;<h3>What we delivered</h3>&nbsp;Eversis team implemented and deployed the Alvaria CX Suite (formerly Aspect CXP), an integration platform dedicated to self-service applications.&nbsp; The platform managed the most critical self-service process, including:<ul><li>Promotions and sales communication (including marketing consents),</li><li>Bills, invoices, billings, and the status of the payments,</li><li>Status of the services, enabling/disabling services,</li><li>Contracts and owned devices,</li><li>Help desk and customer support.</li></ul>&nbsp;Thanks to the platform, the business owners, marketing and sales teams can adjust communication flows to their needs. The implemented solution allows designing, configuring, and deploying communication flows and management of business rules without programming.

A business rules engine with a graphical interface changes the maintenance of self-service processes. The marketing and sales teams learned to change standard configuration parameters such as promotion and sales messages, and service announcements. Building more complicated rules, which rely on customer profiles and buying experience becomes feasible from the GUI. It cuts off most of the marketing and sales changes, which needed coding previously. Finally, all teams have a bird-eye view of how the systems interact with end-users. Transparency allows the unification of common components across the channels.&nbsp;<h4>Additional benefits</h4>&nbsp;Apart from the project's main goals, the customer gains new possibilities for self-service development. &nbsp;Connectors framework for seamless integration with new communication channels allows easy integration with chats, virtual assistants, and bots. The platform flexibility opens the solution for advanced AI/Machine Learning algorithms for predicting the next best action from the customer.

<ul><li>Complex architecture which relies on many technologies</li><li>Vendor lock, which slows down your development process</li></ul>

Alvaria CX Suite flexibility gives new possibilities to improve self-service channels by:

How to speed up business level configuration?

How to unify the configuration across channels?

How to reduce the costs of the development and modifications?

of backend reconfiguration is performed within the platform

application development cost reduction

unification of common rules across all four communication channels

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We achieve what the customer required, in particular:

voice (IVR), text (Chat, SMS, USSD), email, mobile push notifications initially, the system will support chatbots on social messaging

The project scale and results

Our customers now have the same information and the same processes available on any channel, thanks to the integrated platform designed and implemented by Eversis.

All self-service applications and communication channels exchange the data directly with back-office systems. It causes many issues, such as:<ul><li>Complex architecture which relies on many technologies</li><li>Vendor lock, which slows down your development process</li></ul>

How it worked before

The communication between back-office, self-service applications, and communication channels goes through the integration bus, supported by the business logic engine. The approach:<ul><li>Simplify the architecture,</li><li>Reduce the time and cost of modification of any element,</li><li>Keep business rules consistent and managed in one central place</li></ul>

Case studies

Migration of 70 websites into one Content Management Platform

T-mobile: customer experience went omnichannel

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