Category: Communication

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.

FORCE FDP

SUCCESS STORY FORCE FDP Legacy to Cloud Transforming Mitsubishi FUSO’s Dealer Operations Company Name FUSO Industry Automotive Location Japan Impact Unified Cloud based CRM Platform Application Dealer Operations A CASE STUDY Mitsubishi Fuso Truck and Bus Corporation (MFTBC), a Daimler Truck AG subsidiary, is a global leader in commercial vehicles, serving over 170 markets. Embracing Industry 4.0, MFTBC enhances customer and manufacturing efficiency through telematics, predictive maintenance, and a standardized dealer management system. To replace its outdated M-Ban CENTRAGE II system, Cubastion implemented FORCE FDP—a scalable cloud platform with automated workflows and integrated data—boosting operational efficiency, compliance, and customer experience. Challenges Faced The reliance on M-Ban created significant business hurdles: Inconsistent Dealer Operations Lack of standardized processes across FDPs led to varying customer experiences. Inefficient Processes Manual tasks caused delays and wasted resources. Limited Business Insights Lack of real time data hindered informed decision making. Impeded Growth Scalability limitations restricted FDPs ability to handle increased business volume. Increased Operational Costs Inefficient processes and maintenance of legacy systems added to operational expenses. The Solution Cubastion Consulting implemented the FORCE FDP project, a comprehensive overhaul of the dealer management system, to address these challenges. The solution involved: New DMS Solution (Oracle Siebel) Replacing M-Ban with Oracle Siebel, a modern, scalable CRM system. Cloud Deployment (Microsoft Azure Deploying Siebel on Azure for scalability, performance, and cost efficiency. Multi-Tenant Architecture Implementing a multi tenant architecture on Azure for security and efficient resource management. Unified API Gateway Establishing a unified API gateway for secure and seamless data exchange with external partners. Download Full Case Study Business Outcome Operational Efficiency 50% reduction in FDPs computing requirements 60% fewer data issues during go live 
 (Waves 2 3) 35% print savings with sub 5 second processing for 100k+ prints Process Optimization 25% fewer approval steps via automated workflows 52% reduction in document types through standardization 66% faster validation with automated sanity testing System Performance 250k+ real time Retail Finance transactions processed Zero business disruption during migration 4 years of historical data migrated for AI/ analytics readiness

Revitalizing FUSO’s Digital Service Center (DSC) Application

SUCCESS STORY Revitalizing FUSO’s Digital Service Centre Application A Transformation Story Company Name FUSO Industry Automotive Location Japan Impact Increased User Adoption Application Digital Service Centre A CASE STUDY Transforming FUSOs service operations through DSC enhancement, seamless integration, and user-focused innovation. Background FUSO, a global commercial vehicle powerhouse within Daimler Trucks Asia, aimed to revolutionize its after-sales support with the Digital Service Centre application. Serving 165 branches and managing 90,000 monthly job cards, the DSC was intended to be a central hub for efficient service operations. However, the application faced significant challenges, including poor adoption and operational inefficiencies. Cubastion provided a critical intervention, transforming the DSC application through targeted technical enhancements, seamless system integration, and dedicated Application Management Services (AMS), ultimately delivering a practical and usercentric solution. Challenges Faced FUSO’s DSC application, a key 
 operational tool, failed to meet expectations due to significant technical and business obstacles, jeopardizing efficiency and the platform’s return on investment (ROI). Business Challenges Fragmented Coordination Communication breakdowns between service centers, dealers, and the unintegrated DSC platform created bottlenecks, slowing down vehicle maintenance and repair timelines. User Resistance The DSC’s complex interface and limited features resulted in low adoption, with managers and staff finding it difficult to use. Wasted Effort Requiring manual data entry into both DSC and FORCE discouraged adoption, leading to significant time wastage and abandonment of the DSC application. Operational Delays Manual tracking, poor communication, and delayed updates caused inefficiencies, service delays, and customer dissatisfaction. The Solution Recognizing the need for a comprehensive overhaul, FUSO partnered with Cubastion, a trusted IT consulting and AMS provider, to revamp the DSC application. Cubastion’s solution encompassed a strategic blend of DevOps implementation, real-time DSC FORCE integration, targeted technical enhancements, and process optimization, effectively addressing the application’s core technical challenges and streamlining operations. Code Refactoring and Performance Tuning Optimizing queries, memory management, and API calls significantly reduced page load times and improved system reliability. UI/UX Modernization A redesigned interface, featuring intuitive navigation and visual aids, was implemented using React and Redux Toolkit for responsive frontend and enhanced Java/Jersey/Hibernate backend APIs. Automated Real Time Integration Replacing the legacy Denodo interface with an automated synchronization system eliminated manual data transfer between DSC and FORCE. Event Driven Data Synchronization Implementing an event-driven engine reduced data latency to milliseconds, ensuring realtime data accuracy. Download Full Case Study Key Areas of Expertise Demonstrated Application Modernization Revamped legacy systems with improved UI/UX, performance tuning, and code optimization. DevOps Implementation Established structured DevOps practices for faster and reliable deployments. AMS Excellence Delivered efficient incident management, RCA, ticket resolution, and daily sanity checks.

TIC Chatbot

SUCCESS STORY TIC Chatbot The AI-Powered Assistant Redefining Customer Support in the Automotive Industry Company Name MFTBC FUSO Industry Automotive Location Japan Impact The AI Assistant that’s Changing Automotive Support Application Chatbot FUSO Drives Efficiency – The AI Assistant that s Changing Automotive Support As a leading force in the commercial vehicle sector, Mitsubishi Fuso Truck and Bus Corporation (MFTBC FUSO) understood that exceptional customer support is the bedrock of automotive business growth. However, FUSO identified several bottlenecks within its existing support operations. A key priority was empowering its technical support teams with swift access to vital information to reduce vehicle downtime and maximize service efficiency. Driven by a commitment to innovation and customer satisfaction, MFTBC FUSO sought to integrate AI to significantly enhance its technical support efficiency and overall service quality. Challenges Faced MFTBC FUSO identified inefficiencies in its Technical Information Center (TIC), where mechanics and support teams faced delays in accessing critical technical information. Traditional support methods, such as static knowledge bases with poor searchability, unstructured data, and human only escalation models, struggled with rising volumes and high turnover in the operations. These bottlenecks led to significant challenges included the following. Business Challenges Over-Reliance on Call Centers High dependency on call centers, leading to delays in issue resolution. High Operational Costs Increased operational costs due to manual support processes. Inconsistent Service Quality Inconsistent service quality due to varying expertise levels among support agents. Scaling Support Operations Difficulty in scaling support operations to meet growing demand. Technical Challenges Slow Data Retrieval Slow retrieval of technical data from extensive manuals and service guides. The Solution MFTBC FUSO partnered with Cubastion, an AI powered business solutions provider, to develop TIC (Technical Information Center), an AI driven assistant designed to revolutionize technical support. TIC was envisioned as more than a simple chatbot; it was designed to be a digital companion for technicians. AI-Powered Diagnostics Analyzes technical manuals and datasets to provide precise solutions. Deflection at Scale Automates responses to common queries, freeing human agents for complex issues and minimizing call center support. Frictionless Workshop Support Enables mechanics to interact effortlessly via text or voice. Smarter With Every Case Improves responses over time using feedback and interaction data with continuous learning. Multimodal Interaction Supports text-to-text, speech-to-text, and text-to-speech for handsfree assistance Multi-Language Support Available in Japanese and English for a diverse workforce. Download Full Case Study Key Areas of Expertise Demonstrated AI-Powered Customer Support Built TIC, an intelligent assistant handling 10,000+ queries and reducing resolution time from 120 minutes to under 1 minute. Conversational AI & NLP Enabled natural interactions via text, voice, and speech in Japanese and English, supporting real-time troubleshooting. Operational Efficiency TIC performs the work of 30 agents, reduces repeat queries by 75%, and ensures 24/7 availability. Technician-Centric Design Hands-free support and workshopfriendly interface for seamless mechanic interaction.

Hero MotoCorp’s Siebel

SUCCESS STORY Cubastion Transforms Hero MotoCorp’s Siebel Environment Predictive AMS in Action Company Name Hero MotoCorp Industry Automobile Location India Impact Boosting Stability, Efficiency, and Adaptability Application CRM Platform Background Hero MotoCorp Ltd. is the world’s largest manufacturer of two-wheelers, with a dominant presence in India and a growing global footprint. The company operates three state-of-the-art manufacturing facilities and has a vast distribution network, including dealerships, service centers, and spare parts outlets. Hero MotoCorp’s mission revolves around innovation, operational efficiency, and customer satisfaction. Maintaining seamless business processes is imperative, particularly in new vehicle sales, service management, parts supply chain, and business intelligence reporting. Delays, disruptions, increased effort, and costs caused by the Oracle Siebel application hindered business operations, requiring immediate action to address the issues. Challenges Faced Hero MotoCorp faced multiple operational inefficiencies in its Oracle Siebel application, which impacted critical business processes. The system posed challenges with performance bottlenecks under load and complex queries. Heavy customizations complicated maintenance, upgrades, and integration with modern technologies. Additionally, the outdated user interface hindered user adoption and productivity. Operational Continuity Ensuring uninterrupted business processes for new vehicle sales (NV), after-sales service (SV), and parts (PT) supply chain, especially during new functionality rollouts. Performance Under Load Maintaining optimal system performance and preventing system lag or downtime, particularly during high-traffic festive seasons and major promotional campaigns (e.g., Mega Day Campaign), was crucial for sales and customer satisfaction. Risk of Reduced Competitiveness Airtel faced the risk of reduced competitiveness in the dynamic telecommunications sector due to the inability to maintain a coherent view of B2B customers and lack of timely and data driven insights. Data Integrity Upholding the accuracy and reliability of critical business data across integrated systems, vital for inventory management, service delivery, and business intelligence reporting (BIP). Adaptability and Growth Efficiently manage and implement a high volume of Change Requests (CRs) to align IT systems with evolving business needs and support strategic objectives like global growth and product diversification. Customer Experience Ensuring the underlying systems could support a positive experience across over 5,000 customer touchpoints. The Solution Hero MotoCorp entrusted Cubastion Consulting Pvt. Ltd. with providing comprehensive Application Management Services (AMS) for their Oracle Siebel business processes. Cubastion deployed a strategic approach focused on optimizing the AMS team’s performance, ensuring high availability, and continuously enhancing the applications. Key elements of Cubastion’s solution included: Incident Management Systematic logging, categorization, prioritization, and prompt resolution of user-reported issues. Problem Management Proactive root cause analysis of recurring incidents and implementation of preventive actions. Change Management Rigorous review, evaluation, testing, and deployment of change requests (handling up to 180 person-days of changes per month). Release Management Careful planning, coordination, and deployment monitoring for software updates and new features Performance Monitoring & Optimization Constantly track application performance using tools like Cubastion s proprietary XMON, identify bottlenecks, and implement optimization initiatives. Documentation & Knowledge Management Maintaining up-to-date documentation and a comprehensive knowledge base. Continuous Improvement Regular reviews and enhancements of AMS processes. Download Full Case Study Key Areas of Expertise Demonstrated Oracle Siebel Specialization « Managed New Vehicle (NV), Service (SV), Parts (PT), BIP Reports­ « Integrated 17 apps via 202 real-time/ batch interfaces Data Integrity & Automation « SQL automation for data corrections (inventory, etc.)­ « Cron jobs, DB procedures for real-time syncs­­ « DISA framework accelerated 180+ monthly CRs High Availability Support « Zero downtime during peak loads (Mega Day, month-end)­ « 90% reduction in Severity 2/3 incidents Agile Change Management « 40% faster CR rollouts­ « Eliminated dev/prod environment gaps

Mobily Release Automation

SUCCESS STORY Mobily Release Automation Accelerating Innovation – How Mobily Infotech Achieved 50% Faster Releases with Automation Company Name Mobily Telecom Saudi Industry Telecom Location Saudi Arabia Implementation Siebel Release Automation Application Mobily CRM Application Background Mobily Telecom Saudi (Etihad Etisalat), founded in 2004, is a leading telecommunications provider in Saudi Arabia. In 2005, it broke the state monopoly on wireless services and quickly became the fastest-growing mobile operator in the Middle East and North Africa (MENA) region. Mobily offers integrated services across individual, business, and carrier sectors, boasting extensive wireless, FTTH, and data center infrastructure. Mobily Infotech India Pvt. Ltd. (MIT), established in Bangalore in 2007, serves as the dedicated IT arm of Mobily Telecom. MIT delivers high-quality technology services, drives digital transformation, and manages solutions related to business outcomes, technology infrastructure, and data platforms. MIT holds ISO certifications for Quality Management (ISO 9001:2015), Information Security (ISO 27001:2013), and IT Service Management (ISO/IEC 20000-1:2011), highlighting its commitment to operational excellence. Challenges Faced Mobily Infotech faced inefficiencies in its manual software release management process. The lack of release automation led to delays, errors, visibility gaps, inconsistent deployments, and scalability issues, impacting the company s ability to deploy updates efficiently. Business Challenges Operational inefficiencies and high costs The manual release process suffered from significant inefficiencies and high costs. It required extensive coordination across multiple teams, which resulted in bottlenecks, delays, and prolonged approval cycles. This cumbersome approach strained resources, increased costs, and hindered the timely delivery of critical updates and new features as Mobily s business grew. Scalability Issues With Mobily’s business growth, software releases became more frequent and complex, making the manual approach unsustainable. Mobily struggled to keep pace with increasing business demands, often delaying critical updates and new features. Lack of visibility and slow release cycles The lack of real-time visibility into release progress, coupled with slow release cycles (typically days to a week due to manual planning, execution, testing, and deployment), hindered proactive issue management, bottleneck resolution, and time-to-market for new services. Solutions To address these challenges, Mobily Infotech implemented Siebel Release Automation with Cubastion as an implementation and consulting partner. This solution aimed to streamline the entire release management lifecycle by automating workflows and reducing manual intervention. Cubastion, a technology solutions company with expertise in DevOps and release management, played a crucial role in the implementation. Consulting & Analysis Cubastion analyzed Mobily Infotech’s existing processes, identified key pain points and inefficiencies, and determined where automation would yield the greatest benefits. Implementation & Customization The Siebel Release Automation solution was meticulously customized to align with Mobily Infotech’s specific workflows, environments (development, testing, production), and communication needs. Cubastion seamlessly integrated the solution with Mobily Infotech’s existing tools, like CI/CD pipelines and version control systems. Key considerations included automating approval workflows, optimizing scheduling, and enabling role-based access and notifications. Deployment Strategy & Transition To minimize disruption and ensure business continuity, Cubastion adopted a phased deployment approach. It collaborated with internal teams and provided comprehensive training and hands-on workshops to facilitate user adoption and ensure a smooth transition from manual to automated processes. Download Full Case Study Business Outcome Release Cycle Time Reduced by over 50%. Rollback Reduction 100% reduction in rollbacks across all environments in the past year due to object misses. Release Related Defect Reduction 60-80% reduction in release-related defects. Release Frequency Increase Over 3,000 successful releases executed across various environments in the past year Root Cause Analysis (RCA) Time Reduction Approx. 50% reduction in RCA time for issues. Effort Saved in Object Access 80-90% reduction in effort per developer request for SIF files due to centralized Bitbucket access. Developer Time Saving per Release 2-4 hours saved per developer per release cycle due to automation of manual tasks. Increase in Productive Coding Time A 20 30% increase in productive coding time for developers due to reduced interruptions for release-related tasks.