vice president openedge products niel powers
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Vice PresidentOpenEdge Products
Niel Powers
Vision In Motion
Progress Powers Volvo Customer Service The XPower XDMS
© 2006 Progress Software Corporation2
Overview of the Volvo Story
VIDEO
Customer Service ManagerVolvo Cars Belgium
Christoph Cordier
Vision In Motion
Progress Powers Volvo Customer Service
© 2006 Progress Software Corporation4
Volvo Cars Belgium
Volvo is a world-renowned leader in automotive safety and innovation
Part of the Ford PremiumAutomotive Group (PAG)since 1999
Commercialising Volvo inBelgium and Luxemburg
70 Employees in Brussels Annual sales volume of approximately
12,000 cars
Background
© 2006 Progress Software Corporation5
Volvo Cars Belgium
Standardize all 65 Volvo dealers in Belgium and Luxemburg on one Dealer Management System (DMS)
Integrate dealers with Volvo’sCorporate systems: • Volvo’s Global Car • Configurator
(GCC) for ordering of cars• Vehicle Information and
Diagnostics (VIDA)for Aftersales
Worked with Dealers on Two Main Challenges
© 2006 Progress Software Corporation6
FRANCE
GERMANY
ENGLAND
NORWAY
POLAND
IRE.U.K.
SWITZ.AUSTRIA
CZECH REP.
ITALY
Integration Landscape
Gothenburg
Brussels
LUXEMBURGLUXEMBURGBELGIUMBELGIUM
SWEDENSWEDEN
© 2006 Progress Software Corporation7
Business Drivers for Standardizing the DMS
Better visibility into dealer performance Minimize the number of interfaces required
by dealers Simplify business processes Needed to be implemented in eight months
Part of the Whole Volvo Concept of Simplicity
© 2006 Progress Software Corporation8
Business Drivers forIntegration with VCC Systems
For integration of all IT resources now and in the future
For better workflow and shorter lead times For improved efficiency and repair quality For increased customer
satisfaction andincreased attractionof competent techniciansto the Volvo workshop
VIDA + VCC+VRM + CSD = Premium
© 2006 Progress Software Corporation9
Why The XPower XDMS?
Most flexible partner – really understood the dealer business
Car maintenance and repair (in the workshop or remote) Stock management (vehicles and replacement parts) Service history on each vehicle Business to Business integration with
manufacturers Management Information
on a multi-brand andmulti-site level
PresidentXpower
Michel Keymeulen
Vision In Motion
Progress Powers Volvo Customer Service
© 2006 Progress Software Corporation11
XDMS Technology
XDMS Is the result of 15 years experience in the industry
SOA enabled Standards-based integration
and messaging backbone with Sonic ESB
The unique flexible OpenEdge 10 architecture of XDMS makes it easily customizable
Platform and user interface independent
Multi-user, multi-security
Built for Business Agility
© 2006 Progress Software Corporation12
How to Deploy 65 Dealers in 8 Months
Surveyed individual dealers to understand their business needs
Clear plan for data conversion and training Transitioned about 8 dealers a month On-site customization for each Minimal downtime experienced by
dealers (average 4 hours)
Planning and Flexibility
IT DirectorVolvo Cars Belgium
Michelangelo Adamo
Vision In Motion
Progress Powers Volvo Customer Service
© 2006 Progress Software Corporation14
Now for the Integration…..
VIDA Java-based program Communicate through webservices All interfaces provided by different WSDL-files Quick turn-around
© 2006 Progress Software Corporation15
Two Week Integration and SOA Solution
SONIC ESB®
ENTERPRISE SERVICE BUS
J2EE™ APPLICATION
PACKAGED APPLICATION
& LEGACY SYSTEMS
.NET™APPLICATION
PARTNER SYSTEM
WEBSERVICE
© 2006 Progress Software Corporation16
Deploy an Enterprise Service Bus
Reliable communications backbone Service-oriented architecture (SOA) Intelligent routing XML transformation Extensible network
Reliably Connect and Coordinate Interaction of Services
© 2006 Progress Software Corporation17
The Results
Dealers have real-time access to information 98% of all Volvo parts ordered are delivered overnight Dealers can better manage inventory Volvo owners get same day service Volvo Cars Belgium is ready for next technology
advancement – XML message from car to schedule its own maintenance!
© 2006 Progress Software Corporation18
VOLVO
FIDELITY
PROGRAM
Better Visibility = Better Customer Programs
© 2006 Progress Software Corporation19
Customer Service: Profitable Growth in Parts
Evolution Parts
27,2
26,4
24,6
24,124,4
23,7
23
24
25
26
27
28
2001 2002 2003 2004 2005 est 2006
Mill
ions
Year
2,5
4,5
6,5
8,5
10,5
12,5
14,5
16,5
18,5
WTY
Total excl. Wty
WTY
Trend
© 2006 Progress Software Corporation20
Increased Customer Approval Rating
3,92
3,95
3,96
4,02 4,02
4,08
3,8
3,85
3,9
3,95
4
4,05
4,1
2001 2002 2003 2004 2005 2006 YTD
Overall Service Satisfaction
© 2006 Progress Software Corporation21
The Progress Competitive Advantage
An easy route to enhancing, streamlining and automating business operations system
End-to-end connectivity both internally and externally
Significant opportunities for reuse of components
Rapid time to market, increased productivity and reliability for new projects
Future-proof platform, the Sonic ESB continuously enhances and adapts to industry standards
Development tools designed for SOA
Plug-in structure for extensibility
Promotes best practice architectural principles
…built on
Productivity • Efficiency • Reliability • Scalability
© 2006 Progress Software Corporation22