English
JapaneseDiagnostics Chatbot (DTC)
IMPACT STORIES Diagnostics Chatbot (DTC) A GenAI-powered technical diagnostic assistant for FUSO workshop and operational teams. Company Name FUSO Industry Automobile Impact AI-Driven Diagnostics with Faster Turnaround Application Chatbot Background Mitsubishi Fuso Truck and Bus Corporation (MFTBC) operates in a highly demanding automotive service environment, where diagnostic accuracy and turnaround time directly impact service quality and customer satisfaction. Technicians work across diverse vehicle platforms – including Canter, E-Canter (EV), and Super Great – requiring them to interpret extensive technical documentation covering electrical systems, mechanical components, and electronic control units. This information is primarily maintained in Japanese and distributed across large, static manuals. apply As vehicle systems evolved and became more complex, the effort required to locate, interpret, and knowledge this increased significantly. Cubastion, through its ongoing collaboration with MFTBC on enterprise platforms and AI initiatives, identified the need for a system that could bridge the gap between static documentation real-time and requirements. Challenges Faced Manual Diagnostic Effort Time-consuming diagnostic processes due to manual navigation of technical manuals High Technician Dependency High dependency on senior technicians for complex issue resolution Inconsistent Diagnostic Quality Inconsistent diagnostic quality across workshops and regions Complex Documentation Interpretation Difficulty in interpreting multilingual technical documentation Limited Symptom-Based Diagnosis Limited ability to handle symptom-based diagnostics without explicit error codes Unstructured Data Volume Large volumes of structured and unstructured technical documents Low Searchability of Content Diagram-heavy content with minimal searchable text Multilingual Processing Requirement Need for accurate multilingual interpretation (Japanese ↔ English) Real-Time Response Requirement Requirement for real-time, context-aware response generation Explainability & Usability Needs Ensuring explainable and actionable outputs suitable for workshop use Solutions Cubastion developed the Diagnostics Chatbot (DTC), a GenAI-powered assistant that helps technicians access and apply technical knowledge using natural language or diagnostic codes, delivering structured and actionable insights. Intelligent Diagnostic Query 1. Handling Supports both DTC-based queries and symptom-based descriptions 2. Interprets user intent across mechanical, electrical, and electronic domains 3. Eliminates dependency on exact code or keyword matching Action-Oriented Diagnostic Guidance 1.Provides root-cause explanations and troubleshooting steps 2. Recommends corrective and preventive actions 3. Aligns responses with real workshop workflows Visual and Diagram-Aware Assistance 1. Surfaces relevant wiring diagrams and circuit visuals 2. Links textual explanations with physical system understanding 3. Enhances clarity for complex diagnostic scenarios Multilingual Diagnostic Interaction 1. Supports queries in both Japanese and English 2. Preserves technical accuracy across languages 3. Removes language barriers in global workshop environments Workshop-Ready Interaction Model 1. Supports voice input and read-aloud responses 2. Enables quick copy and feedback actions 3. Maintains chat history for continuity in troubleshooting Conversational and Context-Aware Experience 1. Allows natural language interaction and follow-up queries 2. Maintains context across conversations 3. Adapts responses based on user input and query progression Download Full Case Study Business Outcome Improved Diagnostic Efficiency Higher First-Time Fix Rate Reduced Expert Dependency Improved Knowledge Accessibility Enhanced Technician Productivity Faster Service Turnaround Faster Technician Onboarding Increased Operational Efficiency Standardized Diagnostics Reduced Diagnostic Errors
Improved Customer Support Team Efficiency Using AI
IMPACT STORIES Improved Customer Support Team Efficiency Using AI Smarter Support, Better Outcomes Company Name Cubastion Industry Automobile Impact Turning AI into Real Business Outcomes Application AI Background In today’s digital-first environment, customer support has become a critical driver of customer experience and trust. Support teams operate in high-pressure, high-volume environments where customers reach out for service requests, issue resolution, status updates, and account-related concerns, often with urgency and heightened expectations. At the same time, support agents must manage interactions across multiple channels such as voice, chat, email, and messaging platforms while meeting strict SLAs, compliance requirements, and quality benchmarks. Challenges Faced Support organizations face several operational and workforce challenges that directly impact service efficiency and customer experience High Employee Turnover and Burnout Continuous workload pressure, emotional fatigue, and repetitive tasks lead to attrition and loss of experienced agents. Customer Satisfaction Challenges Delays, inconsistent responses, and lack of personalization negatively affect trust and loyalty. Training and Development of Agents Long ramp-up times, frequent knowledge updates, and skill gaps slow productivity and reduce service consistency. Call Volume and Multichannel Support Rapid growth in interactions across voice, chat, email, and messaging channels increases operational complexity. Quality Assurance and Performance Metrics Limited real-time insights and manual QA processes make it difficult to ensure consistent service standards. Cost and Technology Integration Rising operational costs and fragmented systems constrain scalability and efficiency. Solutions AI as the Accelerator – Faster Resolution AI automates repetitive tasks and streamlines support workflows while keeping human agents in control of complex cases. AI as the Listener – Understanding Customer Needs: The platform continuously analyzes interactions across channels to understand both the intent and emotional context of customer requests. AI as the Guide – Real-Time Agent Assistance The platform provides AI-powered decision support during customer interactions, enabling agents to deliver faster and more consistent responses. AI as the Memory – Instant Access to Knowledge AI acts as a real-time knowledge layer, ensuring agents have immediate access to the information required to resolve issues. Human Experience Layer At the core of the platform is a human-centric experience layer that enhances interactions between agents and customers Download Full Case Study Business Outcome Operational Efficiency 40-45% reduction in Average Handling Time (AHT) 60-70% automation of Tier-1 customer queries, reducing agent workload 30-35% %improvement in First Contact Resolution (FCR) 35-45% reduction in manual documentation & after call work Customer Experience 30% faster response time across digital channels 25-30% reduction in repeat customer contacts 30-40% reduction in agent cognitive load 40% faster onboarding and ramp-up time Business Impact 25-35% reduction in cost per customer interaction +30% Improved SLA compliance
Driving Digital Transformation at Honda India through Seamless Data Migration & Integration
IMPACT STORIES Seamless Data Migration & Integration at Honda India Real-time integration of SIEBEL and Salesforce for unified customer interactions Company Name Cubastion Industry Automobile Impact Unified Customer Experience Application Mobile Application Background Honda India is one of the country’s leading two wheeler manufacturers, known for its cutting edge innovation, superior customer experience, and market leadership. With a commitment to digital transformation, Honda launched a first-of its-kind customer mobile application, providing vehicle owners with real-time vehicle diagnostics, service scheduling, part purchases, and inquiry management. Challenges Faced Real-Time Data Synchronization Real-time synchronization of enquiry, booking, and service data across systems to reflect customer actions instantly. Customer Journey Visibility Enhanced visibility for customers into their sales and service journey, including status tracking and key milestones. Service Appointment Enablement A digital service appointment capability to enable better planning and prioritization at service centers. Centralized Customer Access Centralized access for customers to important information such as bookings, invoices, service estimates, and delivery timelines. Integrated Communication Model A transition from SMS-based communication to a more integrated, in app engagement model. Digital Customer Engagement Channel A direct digital channel for customers to raise sales enquiries with dealership selection and structured preferences. Seamless System Integration Seamless data integration between the Sales, Service, and Customer applications to ensure a unified flow of information. End-to-End Customer Platform A unified platform to support end-to-end customer interaction from vehicle purchase to after-sales service. Legacy Data Migration Migration of historical data from SIEBEL systems to Salesforce to maintain customer records and service history. Solutions Cubastion delivered an efficient, scalable, and future-proof data migration and integration solution, addressing Honda’s key challenges: Historical Data Migration Successfully transferred all legacy data from SIEBEL Sales & Servicing apps to the Salesforce customer app and maintained data integrity and structured mapping, ensuring no loss of historical records. Real-Time Data Synchronization via APIs Built custom A PIs to establish a two-way live data exchange between the three applications (Sales, (Servicing and Customer) and ensured every sales inquiry and service request made via the mobile app was instantly reflected in internal systems. Automated Inquiry Handling & Tracking Sales & service teams gained instant visibility on new inquiries, enabling faster response times. Honda could track, manage, and analyze customer interactions more effectively. Scalable Integration Framework Developed scalable APIs that could accommodate future enhancements and integrations with other Honda applications. Ensured secure and efficient communication between systems using industry-best integration protocols. Download Full Case Study Business Outcome Unified Customer Experience Across Lifecycle Improved Lead Capture and Conversion Efficiency Enhanced Transparency and Customer Trust Optimized Service Operations & Planning Faster Response & Improved Operational Efficiency Foundation for Future Digital Enhancements Reduced OperationalCost Increased Customer Convenience
Improved CX using AI as an accelerator
IMPACT STORIES Improved CX using AI as an Accelerator A Future Ready Case Study by Cubastion Company Name Cubastion Industry Banking Impact From reactive support to intelligent customer experience Application AI Background Customer Experience (CX) is undergoing a major shift, with customers expecting instant, personalized, and seamless support as the new standard, while organizations face rising volumes, costs, and pressure on support teams. This case study highlights how Cubastion enables smarter CX modernization through AI moving from reactive, manual support to intelligent, scalable, real-time ecosystems helping enterprises resolve queries faster, boost team efficiency, and deliver consistent, high-quality experiences at scale Challenges Faced As digital adoption accelerates, organizations are increasingly facing a widening gap between rising customer expectations and the limitations of traditional CX capabilities CX Challenges Organizations Face Today 1. Customers expect real-time query resolution across all channels 2. Support volumes are growing faster than team capacity 3. Manual ticket handling has become a scalability bottleneck 4. Support agents spend a significant portion of their time on repetitive, low value queries 5. Inconsistent experiences across chat, email, and self-service portals are eroding customer trust Business Impact of Limited CX Modernization Without CX modernization, organizations are already experiencing 1. Longer response and resolution times 2. Higher cost per customer interaction 3. Agent burnout and increasing attrition 4. Declining CSAT, NPS, and overall customer loyalty Solutions AI-Driven Instant Query Resolution: Cubastion designs and deploys AI-powered virtual assistants capable of handling a majority of customer queries instantly. Capabilities include: 1. Natural language understanding across customer channels 2. Real-time answers to FAQs, policy queries, and service requests 3. 24×7 availability without additional staffing AI-Augmented Support Agents Cubastion believes the future of CX is human + AI, not AI alone. AI will act as a real-time co-pilot for support teams by: 1. Suggesting accurate responses 2. Auto-surfacing relevant knowledge base articles 3. Reducing average handling time per ticket Intelligent Intent Detection & Smart Routing: Cubastion approach enables: 1. Automatic identification of customer intent and urgency 2. Smart routing of complex issues to the right agent or team 3. Reduced handoffs and faster first-contact resolution Predictive & Proactive CX Using predictive analytics: 1. Potential issues are identified before escalation 2. Customers are notified proactively Repeat queries are reduced significantl Download Full Case Study Business Outcome 65% of Tier-1 customer queries resolved instantly through AI automation 45% reduction in average response time 35% reduction in average handling time (AHT) 40% reduction in ticket escalation 25% improvement in first-contact resolution 50% reduction in repeat contact rates 30% decrease in operational support costs
Training in Foreign Languages (TIFL)
IMPACT STORIES Training in Foreign Languages (TIFL) Training enables consistent, confident global performance Company Name FUSO Industry Automotive Location Japan Impact AI-driven global workforce enablement Application Web Application Background Mitsubishi Fuso Truck and Bus Corporation (MFTBC) operates in a highly regulated and technically intensive automotive environment, where employee training and certification readiness play a critical role in maintaining quality, compliance, and operational excellence. A significant portion of MFTBC’s workforce participates in exam-oriented training programs governed by standardized content and evaluation formats. These programs are essential for skill validation and readiness but are traditionally delivered in a single primary language, creating challenges in a globally distributed and linguistically diverse workforce accurate, while training material was comprehensive and technically language proficiency increasingly influenced training outcomes, leading to uneven participation, slower comprehension, and higher manual effort for training teams responsible for content assessment management. MFTBC required a solution that could improve learning effectiveness without modifying standardized content, while also ensuring scalability, governance, and operational reliability suitable for an enterprise environment. Challenges Faced Business Challenges Language Barrier: Training outcomes were impacted by language proficiency rather than subject knowledge Manual Content Effort: High manual effort required to create and maintain multilingual training material Static Assessment: Static mock exams failed to adapt to individual learning progress Limited Scalability preparation and assessment: Limited scalability of training programs across regions Low Engagement: Inconsistent learner engagement and completion rates Technical Challenges: Mixed Content Formats: Source training material existed in structured and unstructured document formats Manual Question Creation: Question creation and translation required significant manual effort Non-Adaptive Assessment: Lack of adaptive difficulty resulted in repetitive assessments Multilingual Accuracy: Ensuring semantic accuracy across languages, particularly for Japanese content Explainable Learning System: Requirement for an explainable system suitable for exam-oriented learning Solution Cubastion designed and implemented TIFL (Training in Foreign Languages), a GenAI-powered internal training and mock examination platform that transforms static training material into an adaptive, multilingual learning experience. The platform was built to operate entirely within MFTBC’s enterprise ecosystem, ensuring security, scalability, and alignment with internal IT standards. Document-Driven Training Intelligence Training documents are uploaded once into the system AI processes documents to extract domain specific knowledge Automatically generates: Questions, Answer options, Detailed explanations This eliminated the need for manual question creation and content duplication. Adaptive Assessment Engine Uses an FSRS-based algorithm to dynamically adjust question difficulty Prevents repetition of questions Focuses on reinforcing weak areas Maintains exam-oriented assessment discipline Multilingual Learning Experience Questions, answers, and explanations are translated dynamically Learners can select their preferred language Source content remains unchanged and authoritative Explainability-First Design Every question includes: Explanation of why the correct option is correct and explanation of why incorrect options are incorrect Timer pauses during explanation to reinforce learning over speed Download Full Case Study Business Outcome Reduced Manual Effort ~80% reduction in manual effort for content preparation Faster Test Creation ~60 faster test creation and refresh cycles Quicker Evaluations ~70 reduction in evaluation turnaround time Higher Completion ~2x improvement in learner participation and completion rates
Driving Excellence at Scale
Impact Stories Driving Excellence at Scale Honda Modernized Dealer Evaluations Company Name Honda Motorcycle & Scooter India Industry Automotive Location India Implementation Improved performance, usability, and strategic decision-making across the dealer network Application Web Application BACKGROUND Honda Motorcycle & Scooter India (HMSI) is one of India’s largest two-wheeler manufacturers, operating an extensive nationwide ecosystem of distributors, dealers, sub-dealers, ASC/AD workshops, branches, and premium BigWing outlets. The two-wheeler market in India is highly competitive, and automobile manufacturers are investing in technology to maintain their competitiveness and gain market share. Besides that, Honda, as a global brand, prides itself on maintaining consistent, high service quality and operational readiness, and on offering its customers a positive experience. Honda manages complex multi-layered evaluation frameworks. During its evaluation exercises, Honda found that the digital systems faced significant architectural and usability challenges, disrupting nationwide evaluations. It affected the efficiency of Honda’s field teams, and the evaluation data were unreliable, hampering efforts to improve efficiency. Challenges Faced Honda’s monolithic, tightly coupled evaluation platform was slow, prone to downtime, and easily disrupted by minor defects. Manual processes and fragmented tools led to delays, inconsistent scoring, and limited leadership visibility, hindering decision-making. The system also struggled to scale with growing complexity, impacting governance and efficiency-prompting Honda to partner with Cubastion to build a modern, unified, and scalable digital ecosystem. Business Challenges Honda’s decentralized evaluation framework relied on fragmented, manual, and paper-based workflows, creating data silos and a visibility gap that limited leadership’s view of network health. The lack of standardization slowed approvals, weakened accountability, and hindered consistent corrective actions. Administrative Overhead Heavy reliance on manual paperwork and labor-intensive data consolidation. Standardization Gaps Inconsistent evaluation formats and subjective scoring standards across different zones. Information Asymmetry Limited real-time visibility into dealer performance, making management impossible. proactive Compliance Drift Difficulty in tracking the lifecycle of corrective actions and ensuring long-term regulatory compliance. The Solution Cubastion’s implementation of the SAMPARK platform has fundamentally transformed Honda’s evaluation management from a fragmented, manual process into a centralized, data-driven, high-performance ecosystem. By modernizing the legacy system into a scalable, microservices-based architecture, Cubastion delivered a solution that strengthens governance while driving operational excellence. Strategic Governance & Standardization 1. Unified Evaluation Framework: Established a single, standardized platform for all evaluation types (PDVR, EV, PDE, and NVR), ensuring uniformity in how network performance is assessed across all regions. Early Risk Identification: Structured handling of underperforming distributors and automated “Escalated To” mechanisms ensure that recurring issues are systematically surfaced t to higher management. Strategic Governance & Standardization 1. Unified Evaluation Framework: Established a single, standardized platform for all evaluation types (PDVR, EV, PDE, and NVR), ensuring uniformity in how network performance is assessed across all regions. 2. Early Risk Identification: Structured handling of underperforming distributors and automated “Escalated To” mechanisms ensure that recurring issues are systematically surfaced t to higher management. 3. Accountability and Traceability: Every submission, approval, and rejection is fully traceable, allowing management to identify decision owners and approval delays without manual follow-ups. Download Full Case Study Business Impact Evaluation Cycle Time Reduction 30-40% reduction in evaluation cycle time. Manual Effort & Paperwork Reduction 50-60% reduction in manual effort and paperwork System Availability & Reliability 99% system availability
Staff Selection Commission
SUCCESS STORY Staff Selection Commission Of India A Governance-First Digital Transformation: Reinventing SSC’s Examination Lifecycl e Company Name Staff Selection Commission Industry Recruitment Location India Impact Scalable, Efficient and Transparent Application SSC Web Portal Background The Staff Selection Commission (SSC) is one of Indiaˇs most important recruitment bodies, responsible for conducting large-scale competitive examinations for government jobs. Every year, millions of candidates participate in SSC exams, making security, fairness, and accuracy absolutely critical. SSC faced multiple challenges, including single-vendor control, legacy systems, and threats to transparency and integrity. With a goal of overcoming these challenges through digital modernization and reducing operational risk, SSC partnered with Cubastion Consulting to modernize its examination processes under the Computer-Based Assessment Transformation (CAT) initiative. The goal extended beyond technology modernization to restoring institutional control, improving transparency, and strengthening exam integrity across the entire examination lifecycle. The goal extended beyond technology modernization to restoring institutional control, improving transparency, and strengthening exam integrity across the entire examination lifecycle. Challenges Faced Legacy processes lack (modern technologies .SSC encountered significant governance, operational, and technological challenges on both the business and technology fronts in the digital transformation exercise. Single-Vendor Dependency One external vendor controlled the entire exam lifecycle from question creation to exam delivery. This left SSC with limited visibility, weak checks and balances, and high operational risk due to over-reliance on a single entity. Loss of Direct Control Over Exam Content SSC could not independently assess the quality, difficulty level, or exam readiness of questions. As a result, exam planning depended heavily on vendor inputs, reducing SSCˇs ability to schedule and manage exams confidently. High Risk of Question Paper Leaks The same vendor created questions, designed papers, knew answers, and conducted exams, thereby compromising anonymity. This significantly increased leak risks. The Solution Cubastionˇs solution was delivered strictly as per SSCˇs RFP and refined through continuous engagement with SSC leadership to ensure alignment with real-world operational needs. Cubastion delivered a comprehensive, multi-platform ecosystem comprising: CMM (Content Management & Monitoring) Central governance platform CAF (Content Authoring Framework) Multi-role authoring and content refinement AuditHub Secure, independent auditing environment ERA (Exam Requisition Agency) Encrypted, time-bound exam-day delivery Download Full Case Study Business Outcome Operating Model Shift: From Vendor-Led to SSC-Governed The solution comprises a decentralized, multi-platform operating model that separates responsibilities across independent systems for question creation, SSC governance, auditing, and exam-day delivery. Executive Control: Real-Time Visibility and Readiness The new system restores full operational control to SSC. Senior officials can now track question availability, audit status, and exam preparedness in real time, enabling informed decision-making. Exams can be scheduled based on actual readiness rather than vendor assurances, allowing SSC to conduct exams on demand and run multiple examinations in parallel. Risk Elimination: Absolute Question Anonymity All questions remain fully encrypted and inaccessible to everyone, including SSC officials and vendors, until the exact release window defined by SSC. Questions are unlocked automatically just before the exam begins, eliminating manual handling and significantly reducing the risk of leaks.
Central Customer Portal (CCP)
SUCCESS STORY Central Customer Portal (CCP) Building a Connected Ecosystem: Inside MFTBC’s Salesforce-Powered CCP Company Name MFTBC FUSO Industry Automotive Location Japan Impact Driving Digital Transformation at Mitsubishi Fuso Truck and Bus Corporation (MFTBC) Application Central Customer Portal (CCP) THE STORY Mitsubishi Fuso Truck and Bus Corporation (MFTBC), part of Daimler Truck AG, is a leading Japanese manufacturer of light, medium, and heavy-duty trucks, buses, and industrial engines under the Fuso brand. With operations in over 170 countries, MFTBC sold 137,000 units in 2023, including a record-breaking 1,680 eCanter electric trucks. Challenges Faced As MFTBC advanced its digital transformation, gaps in real-time customer insights and touchpoint visibility hindered personalized engagement and led to missed opportunities for timely outreach and lead generation. Operational Inefficiencies Manual workflows in vehicle maintenance led to service delays and communication gaps. Limited Customer Touchpoints Customer engagement was largely reactive, occurring only during major lifecycle events. Lead Generation Limitations Outdated or siloed customer data led to reduced sales effectiveness. Disjointed Experience Customers accessed multiple fragmented apps, creating friction in support and maintenance journeys. The Solution Cubastion delivered CCP Phase 2 using an Agile framework with six development sprints. CI/CD pipelines enabled rapid, reliable deployments across environments. Salesforce Experience Cloud Unified customer identity, vehicle history, and finance information, synchronized with the internal Sales Force Automation (SFA) system. Comprehensive Vehicle Management – Vehicle registration with sorting and filtering capabilities – Integrated maintenance scheduling with calendar-based UI – Lease and finance cost management Advanced Integrations – Seamlessly integrated with external platforms, including Truckonnect for telematics and Fuso Shop for service booking – Secure APIs connected a total of 8 enterprise systems Download Full Case Study The Impact Maintenance Efficiency Gains 30% reduction in maintenance scheduling time. Increase in Lead Conversion 20% projected increase in lead conversion. Reduction in Manual Errors 80% reduction in manual error through automated data syncing. Enhanced Customer Satisfaction 100% improved customer satisfaction & experience.
FORCE SC
SUCCESS STORY FORCE SC FORCE 2.0 in Action – A CloudNative Transformation for CRM and Service Excellence Company Name FUSO Industry Automotive Location Japan Impact Driving Efficiency, Stability, and Growth Application DMS A CASE STUDY Mitsubishi Fuso Truck and Bus Corporation (MFTBC) is a leading Japanese manufacturer of commercial vehicles and a subsidiary of Daimler Truck AG. Headquartered in Kawasaki, Japan, MFTBC serves over 170 global markets and is famous for its pioneering efforts in zero-emission transport, including the electric eCanter series. Their focus on innovation, automation, and customer-centric digital transformation makes MFTBC a forward-thinking leader in the automotive industry. Challenges Faced Business Challenges The core business challenges MFTBC faced stemmed from an outdated and inefficient system that couldn’t keep up with modern operational demands. Inefficient and Manual Processes The heavy reliance on paperwork and a non-user-friendly interface resulted in significant delays, operational inconsistencies, and low productivity across sales and service teams. System Instability The legacy system suffered from frequent performance bottlenecks and crashes, which hampered daily operations and negatively impacted both staff and customer experiences. Lack of Standardization Fragmented processes across a large network of Sales Centres created inconsistent experiences for dealers and customers, hindering MFTBC’s ability to maintain a uniform brand standard. Obstacle to Growth The outdated system was a major roadblock to MFTBC’s strategic goal of becoming the number one commercial vehicle brand in Japan, as it couldn’t support the enhanced functionality and user satisfaction needed for enterprisegrade operations. The Solution The solution delivered by Cubastion was a comprehensive, integrated DMS built on a modern, cloud-native architecture. It provided a single, synchronized platform for all of MFTBC’s Sales Centres and Dealer Partners, seamlessly covering the entire spectrum of business operations: Integrated Business Functions Integrated Business Functions: The new system optimized key business processes, including: New Vehicle Sales: Streamlined the Quote-toOrder process with automated approvals and a fully integrated system for tracking chassis, parts, tax, and registration details. Used Vehicle Sales: Centralized the purchasing, assessment, and sales of used vehicles, creating an efficient and transparent process from acquisition to delivery. Parts Sales: Implemented an independent, streamlined Quote-to-Order process for parts, with automated stock validation, purchase order creation for out-of-stock items, and robust change/return order management. Service Management: Introduced a Service Management module centered around a digital Job Card, integrating customer and vehicle management and automating work order, quoting, and claim processes. Download Full Case Study Key Areas of Expertise Demonstrated End to End Siebel & Integration Expertise Cubastion successfully integrated the new Siebel CRM with over 15 third party systems, including SAP S/4HANA, using a unified API gateway and an asynchronous architecture to ensure secure, high performance data exchange. Configuration, tuning, and performance optimization of Siebel CRM in a large scale environment. Cloud Native Architecture The solution was built on a modern, cloudnative stack using Docker and Kubernetes on Microsoft Azure, creating a highly scalable and resilient platform that handled high transaction volumes. Strategic Partnership & AMS Cubastion acted as a strategic advisor, providing a digital roadmap and continuous Application Management Services (AMS). It included proactive monitoring, performance tuning, and innovative automation to ensure the longterm success and stability of the platform
FUSO E-Shop
SUCCESS STORY FUSO E-Shop A Cubastion Application Management Engagement Company Name FUSO Industry Automotive Location Japan Impact Driving the Future of Commercial Vehicles Application E Commerce Platform THE STORY FUSO, a global leader in commercial vehicles – a part of Mitsubishi Fuso Truck and Bus Corporation (MFTBC), offers a comprehensive range of trucks, buses, and industrial vehicles. With a rich legacy spanning over 80 years, FUSO continues to innovate and deliver reliable, durable, and efficient solutions. Operating in over 170 countries, FUSO is committed to shaping the future of transportation. Challenges Faced FUSO faced several challenges with their E-Shop platform: Scalability and Maintenance Ensuring the platform can support a growing digital customer base while staying well-maintained and up-to-date, in addition to regular Service Requests (SR) and Change Requests (CR). Real-Time Updates Managing dynamic updates to inventory, pricing, and product content to reflect real time changes. Complex Integrations Seamlessly integrating third-party systems such as CIAM for sCustomer identity and access management, DT Pay for payment processing, and Force Siebel for pricing and inventory updates. Incident Management Addressing system disruptions like downtime, payment failures, or broken functionalities efficiently to minimize customer impact. AMS Solution for FUSO E-Shop To address the evolving requirements of the FUSO E-Shop and ensure seamless operations, Cubastion implemented an advanced Application Management Services (AMS) framework. This solution delivered efficient Service Requests, Change Requests, and Incident Management processes while integrating multiple external systems to create a robust e-commerce platform. Below are the key components of the solution: Service Request Management Streamlined handling of routine updates, ensuring timely delivery and meeting evolving customer needs. Change Request Management Efficiently managed development-intensive modifications, prioritizing changes and ensuring smooth deployment. Incident Management Implemented a robust incident management process, ensuring timely resolution of critical issues and minimizing downtime. Download Full Case Study Business Outcome Platform Uptime 99.9% uptime maintained, minimizing disruptions and maximizing customer satisfaction. Change Request Fulfillment 100% change requests delivered within the 15-day SLA, enabling agile platform enhancements. Search Optimization 98% Improved search accuracy, enhancing user experience and reducing search abandonment rates.
