Category: Communication

Elevating Service Excellence for Daimler India Commercial Vehicles

SUCCESS STORY Elevating Service Excellence for Daimler India Commercial Vehicles Improving DICV’s Dealer Management System (DMS) with Advanced AMS Support. Company Name Daimler India Commercial Vehicles Industry Automotive Location Japan Implementation Enhanced Operational Efficiency Application Efficient, Seamless, Automated Platform Background The dynamic alliance between Daimler AG and Indian company Hero MotoCorp gave birth to DICV & its Dealer Management System (DMS). This software solution is tailored to enhance & streamline various operational aspects within dealerships & distributorships. We provided 24×7 AMS Support, handled development requirements, drove accountability and ownership with time and target driven transformation of these services. Our Approach​ Streamlined Ecosystem Development for DMS and Maintenance We delivered AMS support for DICV DMS, aligning with digital transformation and introducing innovative solutions to drive business growth. Proactively resolving issues and providing clear resolution plans minimizing downtime, preventing potential business losses. Challenges Faced Complex Business Process DICV’s large-scale reputation and database involved intricacies of dealership operations including, managing vendors and dealerships, such as inventory management, sales, finance, etc. System Performance and Scalability DMSs manage large data volumes and handle price adjustments for all truck variants and parts every six months, especially during peak operational hours. Integration with Third Party Systems DMS often needs integration with various third-party systems such as Azure Blob, D365 (MS Dynamics CRM), SAP PI Middleware, etc, and ensuring seamless integration and data exchange between these systems was challenging due to differences in data formats, protocols, and APIs. Data Security and Compliance Dealership data, including customer information, financial records, and vehicle inventory, is highly sensitive, so it was crucial to ensure robust data security measures. Services We Provide Infrastructure management We provided all Siebel, Azure Blob, and D365, MS based infrastructure solutions like development enhancement, server monitoring, patching, and management, MS Windows server monitoring, and management. Solution Operation We guaranteed uptime of critical business solutions through Application Monitoring of D365 ensuring the system stays healthy through proactive Application Operation, evergreen through continuous patching and security updates. Process Automation Automation was done to streamline the management of master data and other essential elements within the application. Utilizing predefined rules and criteria, automation scripts were employed to automate routine maintenance tasks like data cleansing, configuration updates, and other repetitive tasks. Transition Management In the realm of personnel onboarding, we provide essential training and support for the AMS application to new employees, Ensuring the transfer of key knowledge from the implementation team to the operations team. Problem Management Single point of contact Service Desk for all application related incidents and requests with our 8 am to 8 pm service hours with rapid resolution. Production Support Continuous reduction in the number of incidents including higher and lower priority issues through incident pattern and root cause analysis. Triage for Ticket Management Categorized and resolved service requests based on point of origin like Sales, Admin, Service parts, etc., and then based on severity matrix into P1 Critical, P2 High, P3 Medium & P4 Low. Download Full Case Study Business Outcome Enhanced Accountability Through our partner oriented holistic approach, we established a single source of accountability, ensuring continuity of resources and effective risk mitigation and streamlined decision making processes. Improved Operational Efficiency DICV achieved remarkable milestones together with our unwavering commitment to resolving tickets on the same day this shift has not only enhanced the quality of DICV s AMS services with stability and performance but also greatly improved user satisfaction.

Saudi Telecom Company

SUCCESS STORY Saudi Telecom Company A Comprehensive Review and Validation of Transition from Siebel CRM to Microservices Architecture Company Name Saudi Telecom Company Industry Telecom Location Saudi Arabia Implementation Comprehensive and Transformative Application Saudi Telecom Company Portal Background Saudi Telecom Company (STC), the largest telecommunications provider in Saudi Arabia, embarked on a digital transformation to modernize its monolithic Siebel CRM system. It’s legacy Siebel CRM system managed various functionalities such as service requests, order management, account management, and product management and in their digital transformation, STC adopted several new systems to handle these functionalities. Our Approach Our evaluation was divided into two phases to thoroughly assess the application s functionality, design, code quality, and standards compliance. Phase 1 We explored and tested the application to understand its functionality. We reviewed the Functional Requirements Specification (FRS) documents, identifying gaps and ensuring the proposed solutions met these requirements. We examined both architecture-level and individual-level solutions for comprehensive coverage. Phase 2 We conducted a detailed code review and analyzed test cases, focusing on resolving identified issues. We assessed the CI/CD processes for compliance with practices and international standards, ensuring the application met functional requirements and maintained high standards of quality, performance, and reliability. Challenges Faced Functional Requirements Coverage For its digital transformation STC needed to ensure that all functionalities of the legacy system were thoroughly captured and replicated in the new system. Data Accuracy and Migration Managing the transition from a monolithic architecture to a microservices-based architecture there was a need to ensure that data migration from the old system to the new system was complete and accurate, avoiding any data discrepancies or loss. Integration Consistency Whilst this transition there was need to verify that integrations between new systems (PEGA, Kloudville, AEM, EP) and existing infrastructure were seamless and accurate. Strategy Comprehensive Documentation Review Validated that all functional requirements were accurately represented in the new system’s design documents. Identified and addressed any gaps or discrepancies. Reviewed Solution Design Documents (SDD), High-Level Design (HLD), and Low-Level Design (LLD) to ensure alignment with functional requirements and industry best practices. Compared functionalities of the existing Siebel CRM with those proposed in the new system to ensure comprehensive replication. Code Review & Optimization Conducted a detailed code review to improve performance, security, and adaptability of the solution. Recommended improvements for efficiency and security and ensured that code was dynamic and adaptable to future changes, avoiding hardcoding and optimizing for flexibility. Download Full Case Study Business Outcome Risk Mitigation Ensured all critical functionalities of the legacy system were retained in the new system, minimizing disruption with early identification of potential issues and discrepancies, reducing the risk of post-implementation problems. Technical Assurance Confidence that the new system is technically sound and capable of meeting all business requirements. Also, addressed potential performance bottlenecks, ensuring the system operates efficiently under load. Smooth Migration Implemented comprehensive data migration strategies and support to ensure accurate data transfer and minimal downtime.

Empowering CRM application to seamlessly integrate and connect with a diverse range of business enterprises

Impact Stories Transforming Sri Lanka Telecom’s Offerings through Digitalization Empowering the CRM application to seamlessly integrate and connect with a diverse range of business enterprises Company Name Sri Lanka Telecom Industry Banking Location Sri Lanka Implementation Streamlined Digital Integration Application Efficient, Seamless, Automated Platform THE STORY SLT, the foremost telecommunications services provider in Sri Lanka, offers a comprehensive range of domestic and corporate solutions encompassing fixed and wireless telephony, Internet access, and IT services to cater to the needs of domestic, public, and business sector clientele. Cubastion partnered with SLT to provide a comprehensive solution to connect with diverse digital channels tailored for telecom providers. Challenges Faced Integration Requirement There is currently no external integration available for order creation outside of Siebel, unlike competitors like Airtel, where orders can be directly placed through their digital channels, necessitating the need for integration between Siebel CRM and SLT’s digital platforms. Dependency on Siebel SLT heavily relies on Siebel as its central system for order management and processing. Any orders placed via SLT’s app or portal must be directed to Siebel for processing. System Scalability The integrated system must be scalable to accommodate SLT’s growing customer base and increasing order volumes without compromising performance or stability. The Solution Integration Framework Approach for New Customer Acquisition The integration framework developed facilitates the seamless flow of data between SLT’s digital platforms and Siebel CRM, specifically focusing on the scenario of new customer acquisition. When a new customer intends to purchase a product, they provide contact details, address details, desired product information, and agent details. This data is then structured within the APIs created to connect these infrastructures and sent to Siebel CRM. Subsequently, the CRM stores the provided information, generates the order, verifies the product structure, and forwards the order to the downstream system. Solutions API Development We’ve developed APIs for creating, modifying, and retrieving product details, specifically tailored for Siebel CRM. SLT intends to integrate these headless Siebel APIs into their digital platforms, such as portals and applications, to facilitate the creation and modification of orders. Integration of Headless Siebel APIs with Digital Platform Cubastion’s internal team utilized Siebel’s core vanilla processes to address functional requirements. However, modifications were necessary to adapt these processes for creating headless APIs. These APIs operate as REST APIs (REST inbounds) on IP 14. REST API Implementation on IP14 Despite Siebel CRM’s lack of native support for REST APIs on IP14 and IP15, we implemented REST APIs (REST inbounds) on IP14. This enabled SLT to leverage modern RESTful communication protocols for interacting with Siebel CRM, enhancing flexibility and interoperability. Protocol Bridging Siebel doesn’t support REST APIs for IP 14 and 15, we implemented a transformer between external portals and Siebel. This transformer converts JSON requests into SOAP requests, allowing submission to Siebel CRM, as IP15 only supports SOAP structure. Download Full Case Study Business Outcome Seamless Order Creation and Modification via Digital Platforms Enabling customers to place orders and make modifications seamlessly through digital platforms like portals and applications, enhancing accessibility and convenience. Enhanced Efficiency and Automation in Customer Acquisition Processes Implementing automated processes for customer acquisition, reducing manual labor, minimizing errors, and accelerating the acquisition timeline. Improved Customer Experience with Streamlined Order Processing Providing customers with a smoother and more efficient order processing experience, leading to higher satisfaction levels and increased loyalty. Scalability and Flexibility The developed APIs and integration framework provide SLT with a scalable and flexible solution that can adapt to evolving business requirements and technological advancements.

Airtel Postpaid Digital Transformation

Impact Stories Airtel Postpaid Digital Transformation Enhancing Airtel’s Mega Industry Landscape: Optimising Large-Scale functions, Ensuring Data Integrity, Guaranteeing Data Reliability and Elevating Enterprise Satisfaction. Company Name Bharti Airtel Industry Telecom Location Gurugram, Haryana Implementation Optimised Efficiency, Streamlined Operations Application Transformative, Robust, Dynamic Platform THE STORY Airtel, headquartered in India, is a formidable global communications solutions provider. It serves over 574 million customers in 17 across South Asia and Africa, reaching over two billion people, with 2000 plus Enterprises and Govt. clients. Their vision centres on enhancing customer experiences and fostering lasting relationships in the telecommunications industry. Challenges Faced Performance issues in Airtel’s Siebel CRM Transition Airtel’s adoption of Siebel CRM, with frontend-centric customization against Oracle’s advice, has led to severe performance challenges. Excessive server trips from frontend logic implementation have resulted in inefficient processes and slow system performance, hindering effective CRM utilization and business operations. Data inconsistencies arising from Service Request Handling Airtel’s system encountered data inconsistencies across multiple platforms due to incomplete updates and disparate information handling in service requests (SRs). Instances of incomplete SRs led to violations of open SR checks upon subsequent logins. Furthermore, alterations made in one system, such as billing or reporting, failed to reflect in others, resulting in discrepancies in the information available to users. Challenges in Bulk B2B Process Management Difficulties in efficiently managing bulk B2B processes, especially in registering multiple contact details. Clients submitted customer details in CSV files, resulting in errors and discrepancies during data entry. The Solution Cubastion developed a strategic roadmap, defining CRM goals and supported processes to address data fragmentation issues. Efficient Service Request Management Information was stored in the database only upon completion of tasks, preventing the premature commitment of incomplete SRs to the database. Multiple tasks were created for different systems involved in processing service requests, such as billing, network, reporting, and Optimus. Updates from these tasks were synchronized with the UI, and only when all tasks were completed was the service request closed. Enhancing Performance through Backend Migration Transferring the custom code from the frontend to the backend, ensuring that UI-related components remained in place. By rebuilding the customizations on the backend, the processes were optimized, leading to enhanced performance. Systematic Backend Process for Bulk Registrations Through meticulous validation procedures, the likelihood of inaccuracies in the registration process was minimized, contributing to enhanced data integrity and operational efficiency. Download Full Case Study Business Outcome Enhanced User Experience Users no longer encountered discrepancies in information as updates were reflected uniformly across the UI after completion of associated tasks. Enhanced Data Accuracy Robust validation processes minimized errors and discrepancies in bulk registrations, ensuring accurate customer data entry. Compliance with Best Practices Aligning with Oracle recommendations ensured a more sustainable and scalable CRM environment for Airtel.

Jute Smart 2.0

SUCCESS STORY Jute Smart 2.0 Digitally Transforming India’s Jute Procurement Ecosystem Company Name Jute Commissioner Industry Textile Location India Impact How Jute Smart 2.0 Enabled a 70% Boost in Procurement Efficiency Across India Application Web & Mobile Application A CASE STUDY The Office of the Jute Commissioner (JC), headquartered in Kolkata, plays a central role in regulating and promoting India’s jute industry. From raw jute marketing to the production of finished jute goods, the JC oversees end-to-end operations under the Jute & Jute Textiles Control Order, 2016. It also advises on policy matters, ensures quality standards in collaboration with the Bureau of Indian Standards (BIS), and coordinates with 20+ State Procurement Agencies (SPAs) responsible for supplying jute sacks for food grain distribution across India. The Need for Transformation The previous Jute Smart 1.0 platform was built on outdated technology, burdened with manual, paper-based processes. It lacked the ability to integrate with external systems such as the Railways (FOIS), logistics partners like CONCOR, and banking institutions. Security weaknesses, poor scalability, and fragmented workflows were stalling operations and increasing compliance risks. The leadership recognized the urgency and set out to modernize the entire ecosystem through a bold, technology-driven roadmap driven by Cubastion. Challenges Faced Business Challenges India s jute procurement system spans SPAs, mills, inspectors, transporters, and consignees each with critical roles. However, legacy bottlenecks impeded performance: Operational Inefficiency Manual approval of indents and payment reconciliations took weeks. Lack of Quality Oversight Absence of real-time inspection tracking led to frequent disputes. Supply Chain Blind Spots No end-to-end visibility across shipments and deliveries. Compliance Complexity Paper records made audits timeconsuming and prone to errors. Disconnected Stakeholders SPAs, mills, and JC worked in isolated silos. The Solution To meet these challenges head-on, Cubastion partnered with the JC to reimagine the procurement lifecycle. Jute Smart 2.0 is a cloudnative, microservices-based digital platform designed to bring agility, transparency, and scalability to jute procurement. Microservices Architecture 18+ loosely coupled services (e.g., Order Management, Inspection, Payments), managed via Kubernetes for high scalability and fault isolation. Real Time Workflow Orchestration Kafkaenabled event streaming to ensure instant communication across stakeholders. Robust Security : Role-Based Access Control (RBAC), Multi-Factor Authentication (MFA), digital signatures, and audit logging. Seamless Third Party Integrations L FOIS and CONCOR for GST-compliant einvoicing and shipment tracking. L Banking APIs for real-time payment status and validation. Download Full Case Study Key Areas of Expertise Demonstrated Enterprise Architecture Redesign Replacing a legacy monolith with modular, scalable microservices Cloud Native Development Designing the system for cloud scalability, reliability, and agility. API Integration & Orchestration Creating secure, real-time interfaces with Indian Railways (FOIS), CONCOR, and banks. Process Digitization Converting multi-stakeholder workflows to end-to-end digital formats.