The Power of Now : Portal Success Stories
Transcription
The Power of Now : Portal Success Stories
The Power of Now : Portal Success Stories www.tibco.com TIBCO Software Inc. (NASDAQ:TIBX) is a leading business integration and process management software company that enables real-time business. Real-Time Business is about helping companies become more cost-effective, more agile and more efficient. TIBCO has delivered the value of Real-Time Business, what TIBCO calls The Power of Now®, to over 2,000 customers around the world and in a wide variety of industries. For more information on TIBCO's proven enterprise backbone, business integration, business process management, and business optimization software, TIBCO can be reached at +1 650-846-1000 or on the Web at www.tibco.com. TIBCO is headquartered in Palo Alto, CA. Every attempt was made to ensure that the information in this book is as accurate as possible and current as of the publication date. Published in the USA. TIBCO Software Inc. acquired Staffware PLC in June 2004 and renamed it TIBCO BPM. TIBCO, the TIBCO logo, The Power of Now, TIBCO Software, TIBCO Adapter, TIBCO BusinessConnect, TIBCO BusinessConnect RosettaNet Protocol, TIBCO BusinessFactor, TIBCO BusinessWorks, TIBCO PortalBuilder, TIBCO PortalPack, TIBCO Staffware Process Suite, TIBCO BPM, TIBCO iProcess Engine, TIBCO Staffware Process Monitor, TIBCO Hawk, TIBCO Rendezvous are trademarks or registered trademarks of TIBCO Software Inc. in the United States and/or other countries. All other trademarks are the property of their respective owners. © Copyright 2003-2005, TIBCO Software Inc. All rights reserved. TIBCO provides a robust portal solution that has been optimized for rapid deployment while providing the flexibility and extensibility to meet increasing demands over time. TIBCO's portal solution leverages a complete set of proven EAI, B2B integration, process management, and Web Services solutions - allowing you to deploy enterprise portals that give people personalized interfaces into the entire dynamic and process-driven machine that is your business. This is ideal for the deployment of business-to-employee portals, customer care portals, business-to-business portals, and executive dashboards. The success stories in this book describe how just some of our customers have used our portal software to better serve their customers, increase productivity and efficiency, enhance response to competition and improve compliance with government and industry regulations. Associated Newspapers Limited Central Bank of Brazil City of Detroit E. & J. Gallo Essent Energie Health Net Kaba Group Ministry of Hajj Nordea PrimeSys Renesas Technology Reuters Seagate TIBCO Software TNT Logistics T-Systems UTi Worldwide A S S O C I AT E D N E W S PA P E R S L I M I T E D MEDIA TIBCO improves access to information for Associated Newspapers Limited “TIBCO® is fundamentally changing the way we conduct business at ANL. Real-time business integration has increased the availability of information, dramatically improving our ability to make better and faster decisions. In particular, TIBCO’s BAM software will help us continually monitor and improve our operational and financial performance.” —Allan Marshall, group technology director, ANL A S S O C I AT E D N E W S P A P E R S LIMITED The management company for five major U.K. newspapers: Daily Mail, The Mail on Sunday, Evening Standard, Metro, and Ireland on Sunday Industry Geographies MEDIA UNITED KINGDOM Deployment Summary ■ TIBCO’s enterprise application integration (EAI) software integrates core systems at ANL including accounting, advertising sales, circulation support, production and publishing and data warehousing ■ ■ The data warehouse and TIBCO’s business activity monitoring (BAM) software enable reporting and trend analysis TIBCO’s portal software offers centralized and personalized access to information and applications Benefits ■ Application integration greatly reduces maintenance costs, improves infrastructure reliability, and enables different groups to share information in real time ■ TIBCO software enables powerful business monitoring and reporting and live real-time views into all stages of the publishing process, which allows ANL to improve its operational performance Associated Mediabase (AMB) is the IT division of Associated Newspapers Ltd. (ANL), a company that manages several major U.K. newspapers: Daily Mail, The Mail on Sunday, Evening Standard, Metro, and Ireland on Sunday. For the past ten years, ANL has led the U.K. market in both circulation and advertising sales with its highly regarded newspapers and other publications. To support publishing operations, five major IT systems are in place at ANL: advertising, circulation, editorial and production, digital media and accounting. The infrastructure supporting these mission-critical systems was made up of an eclectic combination of legacy, outsourced and third-party software packages, as well as applications from trading partners and acquired companies. Prior to 2000, ANL connected these heterogeneous systems using dozens of point-to-point interfaces—resulting in an inflexible, spaghetti-like architecture that was costly and difficult to maintain because it required specialist technical skills, with many single human points of expertise. Allan Marshall, managing director for AMB and group technology director for ANL, saw room for improvement. “Freshness of the information in the newspaper is a key competitive advantage for ANL,” Marshall says. “Our vision is to deliver the latest, personalized news to our subscribers. This vision requires a robust real-time integration infrastructure.” EAI reduces costs and enables access to real-time information AMB set a goal to deliver flexible, realtime integration of core systems to ANL by the end of 2003. The company selected TIBCO Software Inc. for this undertaking based on TIBCO’s visionary leadership in the area of the real-time distribution of information across incompatible systems, breadth of product offering and its reputation for developing supportive partnerships with customers. “We evaluated top vendors in the integration space and selected TIBCO knowing that we were getting one of the most complete solution available,” Marshall says. “We also felt that TIBCO will be our partner—not just a vendor—to make us successful with our initiatives.” In 2001, AMB deployed TIBCO’s EAI software to enable heterogeneous business applications to interact in real time via TIBCO’s patented Information Bus™ architecture. Business integration has helped ANL to untangle its previously complex architecture by replacing pointto-point integration. TIBCO’s software enables data to be relayed and analyzed within a common interactive environment. A S S O C I AT E D N E W S PA P E R S L I M I T E D MEDIA “TIBCO’s approach to integration and the real-time nature of the solution have increased the availability of information within ANL and dramatically improved our ability to react quickly to that information,” Marshall says. “We have now fully automated the entire process, from booking an ad in telesales to invoicing, proof layout and publication” “TIBCO is fundamentally changing the way we conduct business at ANL,” Marshall says. “Real-time integration has increased the availability of information, dramatically improving our ability to make better and faster decisions. In particular, TIBCO’s BAM software will help us continually monitor and improve our operational and financial performance.” TIBCO’s EAI software enables systems to share real-time information throughout all parts of the organization. For example, all advertising departments now are connected to a shared system, which facilitates crossselling of different ANL products. TIBCO portal software enables centralized information access “This EAI project has greatly reduced maintenance costs while improving the robustness and reliability of our infrastructure,” Marshall adds. “The TIBCO-based platform is highly faulttolerant, which is a must for our missioncritical applications.” BAM and data warehouse software provide predictive trend information AMB plans to use additional TIBCO products to further enhance access to— and analysis of—information at ANL. A recently deployed third-party data warehouse rationalizes historic and trend reporting across departments. By the end of 2004, ANL will integrate the data warehouse with one of TIBCO’s BAM software products—TIBCO® BusinessFactor—to provide management with a powerful real-time business analysis tool that will enable management to track key performance indicators. By leveraging a data warehouse, BAM provides the capability to track processes and measure performance—as well as forecast business trends based on historical context and real-time information. In another move toward simplifying and standardizing information access, AMB has deployed TIBCO’s portal software to build an enterprise portal that services all of its approximately 2,000 employees. The enterprise portal simplifies and standardizes access to information, applications and business processes throughout ANL. ANL expects to see an increase in productivity by providing personalized browser-based access to the systems that employees use to perform their jobs. The TIBCO-based portal will serve as a communications tool to help improve working relationships among departments. The portal integrates seamlessly with ANL’s search application and the data warehouse to allow production and viewing of the enterprise management reports. The portal will provide access to the information generated by TIBCO’s BAM software to give employees a live snapshot of publication processes at any given point in time. “Using TIBCO, we have met our integration goals and objectives—and in some cases vastly exceeded our expectations,” Marshall says. “We find ourselves with an excellent foundation and framework, and we look forward to future operational improvements based on our use of TIBCO products.” TECHNOLOGY Solutions Summary TIBCO’s enterprise application integration software integrates core systems at ANL to improve infrastructure reliability and allow groups within the company to share systems and information in real-time. TIBCO’s business activity monitoring (BAM) software—used in conjunction with a data warehouse—enables powerful reporting and trend analysis. A TIBCO-based portal provides employees with centralized access to information provided by systems and a new digital data archive. CENTRAL BANK OF BRAZIL GOVERNMENT TIBCO's portal software opens the door to information access for Central Bank of Brazil “TIBCO’s solution will improve access to information by enabling us to integrate different data sources and different applications—independently of the technology and platforms that these applications use. Bringing all of this information together in one convenient location will make life much easier for our employees, and can ultimately provide the same benefit for the public.” CENTRAL BANK OF BRAZIL An institution tasked with ensuring the stability of the Brazilian currency and the soundness of the national financial system Industry Geographies GOVERNMENT BRAZIL Deployment Summary ■ Central Bank of Brazil implements TIBCO’s enterprise portal solution; the portal integrates legacy mainframe applications and Web-based applications to provide employees with a single point of access ■ The Central Bank now uses TIBCO as a standard integration solution for each new application implemented ■ TIBCO’s solution will be used to integrate new applications to the intranet portal regardless of the technology used by the application, and will provide access for employees ■ TIBCO’s portal solution decentralizes portal content management Benefits TIBCO-based portal will improve productivity by providing employees with a single point of access to various applications with different technologies such as mainframe and Web-based applications and all pertinent information —Augusto Ornelas, deputy head of IT, Central Bank of Brazil In 1964, the country of Brazil created the Central Bank of Brazil, an autonomous federal institution, as part of the National Financial System. Since then, the role of the Central Bank has gradually evolved. The bank’s mission today is to ensure the stability of the purchasing power of Brazilian currency and the soundness of the national financial system. To achieve these goals, the Central Bank continuously seeks IT solutions that will make its internal operations more efficient, and will enable it to provide better tools to its employees and improved services to the public. The bank’s infrastructure— developed over the last 20 years—primarily consists of mainframe solutions. Despite its many integrations, the infrastructure lacked a single interface through which internal users could access information. ■ ■ Single login and customizable, single point of access to information saves time, improving employee productivity and satisfaction ■ Using TIBCO as a standard integration solution will save time and money by shortening development cycles ■ TIBCO real-time messaging will enable the Central Bank to access real-time information from all areas of the enterprise ■ Customizable external portal will enable citizens and financial institutions to save time and more easily access information they need According to Augusto Ornelas, deputy head of IT at the Central Bank of Brazil, “Before we established Central Bank’s main intranet, most departments had their own separate intranets. As a consequence, data that belonged to certain departments was sometimes not available to the rest of the organization and the intranet was not used very much. It was difficult to update content, which made it difficult to share internal information.” Single point of access saves time and improves productivity The Central Bank decided to deploy a portal to provide employees with a unified point of access to all information in the organization. A portal would also make feasible the integration of legacy mainframe applications and Web-based applications as well as client-server applications. Ornelas and his team used the government auction model to find a product that was easy to use, reliable, capable of integrating different applications, and offered personalization. Ultimately, the bank selected TIBCO’s portal solution. “We followed the government auction model and decided to implement TIBCO’s solution based on its capability to meet these requirements at a better price than competing products,” says Ornelas. To ensure successful completion of the project, Reuters consultants worked on site for one month to help implement the portal. The bank’s IT staff also deployed the Verity® K2 Search Portlet to enable searching capability for the portal. The portal will integrate the Central Bank’s departmental intranets under one unified interface and provide a central intranet for the whole bank. The consolidation will make data easier to locate and has enabled a higher level of employee self-service. A single login enhances productivity by letting users present their credentials once and then quickly and conveniently switch between applications without re-logging on. “The single point of access will make it much easier for Central Bank employees CENTRAL BANK OF BRAZIL GOVERNMENT to get to the different applications and information required for their work,” says Ornelas. “Employees will customize their own interfaces to put together the main functions that they require every day. The TIBCO portal will raise levels of employee satisfaction as well as productivity.” TIBCO will shorten development cycles and reduce IT overhead The IT department expects to experience an increase in efficiency as a result of the portal implementation. By using TIBCO as the standard solution for integrating systems and applications across departments, the IT staff will no longer need to use a new integration solution for each application that the department implements. Reusing existing work shortens development cycles, saving both time and money. “One of our objectives was to increase the efficiency of the IT department. Using TIBCO’s solution will help us reach that goal,” says Flavio Araujo, a project manager in the IT department. The portal also will improve the management of the content available on the portal. Says Ornelas, “Because TIBCO’s solution provides decentralized content management, employees in various departments will manage their own content more easily. This capability prevents bottlenecks in updating the portal, and sharing information with the rest of the organization will be fast and easy.” Central Bank plans to deliver real-time data in customizable portal As the next project, the Central Bank plans to expand access to the TIBCO portal to include the bank’s many customers. The Central Bank is a source of key financial data for Brazilian citizens as well as Brazilian and international financial institutions. Inflation reports, bank rankings, and other economic information published on the bank’s Web site help to shape the market in Brazil. Providing this information through a customizable TIBCO portal will give bank customers faster and easier access to the information they need. “TIBCO’s solution will improve access to information,” Ornelas says, “by enabling us to integrate different data sources and different applications—independently of the technology that these applications use. Bringing all of this information together in one convenient location will make life much easier for our employees, and ultimately can provide the same benefit for the public.” TECHNOLOGY Solutions Summary Using TIBCO’s enterprise portal solution, the Central Bank of Brazil will integrate legacy mainframe applications and Web-based applications to provide employees with a single point of access. TIBCO’s portal solution allows convenient decentralization of portal content management. Standardization on TIBCO will save time by enabling IT staff to reuse already-completed work. Future plans include improving the external Web site and using TIBCO’s messaging solution to share real-time data across all departments. D E T R O I T W AT E R A N D S E W E R A G E D E PA R T M E N T GOVERNMENT TIBCO's portal software helps City of Detroit improve water plant management “It is absolutely essential that our business processes operate flawlessly. With the implementation of TIBCO, we can now automate business processes and the flow of information between systems, giving our employees the tools they need to do their jobs effectively.” —Kevin Quiggle, information systems manager, DWSD D E T R O I T W AT E R A N D S E W E R A G E D E PA R T M E N T The largest wastewater treatment plant in the United States, serving the city of Detroit and surrounding suburbs Industry Geographies GOVERNMENT SOUTHEASTERN MICHIGAN Deployment Summary ■ Solution integrates legacy systems with off-the-shelf applications and standardizes around new data management systems ■ Integration creates common platform for wastewater management reporting ■ Web portal provides employees with personalized access to operational data ■ Using TIBCO’s Web ticker, the electronic visual management system (eVMS) can alert managers when operating conditions exceed preset thresholds ■ Infrastructure can integrate with the City of Detroit’s financial system Benefits TIBCO’s solution provides real-time information about plant operations at the click of a mouse, and the means to access archival data ■ ■ Integration with legacy systems preserves the value of the organization’s previous IT investments ■ Availability of historical data in portal increases business agility by enabling employees to analyze trends and anticipate future needs ■ Department saves time and money by consolidating systems management and eliminating redundant applications The Detroit Water and Sewerage Department (DWSD), a branch of the City of Detroit government, provides water to more than 4 million customers in Detroit and 125 suburban communities. The department’s five water plants pump an average of 675 million gallons per day. DWSD currently provides wastewater service for 3 million residents in Detroit and in surrounding suburbs throughout southeastern Michigan. DWSD decides to remove information silos DWSD manages the largest single wastewater treatment facility in the United States. The facility treats an average of 720 million gallons of flow a day. Six major business units feed management information to the corporate intranet, and consolidating data access had become increasingly difficult. As Kevin Quiggle, information systems (IS) manager at DWSD, explains, “The network was made up of a series of unconnected data silos, and getting information in and out of these silos and into the hands of the managers who needed it was a real challenge.” For example, to keep operations running smoothly, plant operators relied on the “Six-Hour Report,” a paper report created six hours into every eight-hour shift to track equipment operating status, fluid levels, trouble spots, and general operational status. This report was generated manually and passed to the next shift manager, who would generate his own updated status report and file away the previous report at the end of each shift. Records weren’t effectively available for later reference or trend analysis. Similarly, processing requisitions and purchase orders often required managers to log into three or four different systems to initiate approvals. Quiggle recognized that DWSD faced two primary IS challenges: to integrate disparate systems into a single, consolidated data infrastructure, and to quickly deliver information to the managers who need it. DWSD partners with TIBCO The logical solution was Web personalization, using thin clients to provide 1,500 employees with authenticated access to DWSD’s operating data. To do so, Quiggle turned to TIBCO, a leading enabler of real-time business, to implement an electronic visual management system (eVMS). Working with Westin Engineering, an IT consulting group, Quiggle’s IS team assessed various infrastructure integration and Web portal solutions, including IBM and Oracle. DWSD chose TIBCO because of the company’s past successes, the features of TIBCO’s business integration and business optimization solutions, and TIBCO’s technology roadmap for the future. Using TIBCO’s solution, Quiggle was confident he could tap into DWSD’s D E T R O I T W AT E R A N D S E W E R A G E D E PA R T M E N T GOVERNMENT legacy systems, standardize around new data management systems, and expand the department’s intranet strategy. intranet systems. With the help of TIBCO’s solutions, he can consolidate system access and eliminate redundant data entry. The first step was to create a common platform for wastewater management reporting. As part of Quiggle’s eVMS strategy, critical data needed to manage the wastewater treatment plant is now entered into an Oracle® database via a Web portal interface. This way, any manager with appropriate authority can access the system to check equipment status, fluid levels, or any other operating conditions. Using TIBCO’s Web ticker, eVMS also can alert managers when operating conditions exceed preset thresholds. And by entering a year’s worth of Six-Hour Reports into the database, DWSD’s eVMS can now deliver historical data through the Web portal for trend analysis. In addition, the TIBCObased portal has been integrated with Web content management to enable fast, controlled access to regulatory information, human resources data, capital program reports, and other information necessary for managers to effectively run their operations. TIBCO’s business integration solution provides the means to centralize operational and management data. Using secure, personalized Web access, TIBCO’s enterprise portal solution delivers timely information through a single Web interface. In addition, TIBCO’s strategic relationships with vendors such as Oracle allow DWSD to standardize on market-leading technology without integration issues. TIBCO helps improve data access Thanks to TIBCO’s solutions, DWSD now has a landmark wastewater treatment tracking system that allows managers to access real-time information about plant operations at the click of a mouse, and the means to access archival data to plan for the future needs of the citizens of Detroit and surrounding communities. In the process, DWSD saves time and money by consolidating systems management and eliminating redundant applications. DWSD expects high ROI Quiggle’s team also is working to migrate requisition status to the Web portal. A future goal is to integrate DWSD’s requisitions to the City of Detroit’s Oracle Financials® system; departmental approvals will then be consolidated into a single step. Rather than having to use multiple systems, a flagged purchase order will be delivered to the manager’s personalized intranet interface for approval, and then routed back to the city accounting office for processing. DWSD expects to realize a dramatic return on its TIBCO investment by eliminating the hidden costs associated with moving data back and forth and giving managers a central Web-accessible data repository. Quiggle says his department maintains 138 separate desktop applications and As DWSD’s intranet infrastructure grows, DWSD plans to expand access to give the Board of Water Commissioners and even the mayor access to status information. Quiggle also is working to integrate human resources information (both employees and contractors) in support of identity management. TECHNOLOGY Solutions Summary TIBCO’s business integration and business optimization solutions help the Detroit Water and Sewerage Department improve data access to support 19 staffed locations and supply key DWSD employees with current information regarding plant operations, equipment status, liquid levels, repairs and improvement projects, purchase orders, and other aspects of day-to-day operations. DWSD now has a landmark water treatment tracking system that allows managers to access real-time information about plant operations at the click of a mouse, and the means to access archival data to plan for the future needs of the citizens of Detroit and 77 suburban communities. E. & J. GALLO WINERY M A N U FA C T U R I N G E. & J. Gallo uses robust TIBCO portal software to cultivate personalized, real-time information access “Integrating the TIBCO-based portal with our business systems has made access to information convenient throughout our extended enterprise. As a result, employees, distributors, and suppliers—all of our constituents—are equipped to make the best possible tactical and strategic business decisions.” —Kent Kushar, CIO, E. & J. Gallo Winery E. & J. GALLO WINERY A leading winery with world-class expertise in the art and science of grape growing and winemaking Industry Geographies M A N U FA C T U R I N G GLOBAL Deployment Summary ■ TIBCO’s enterprise portal software provides E. & J. Gallo with a common infrastructure to create one internal and four external Web views: SalesWeb, DistributorWeb, SupplierWeb, and TradeWeb ■ ■ The portal is the foundation of E. & J. Gallo’s Grapevine Portal initiative to increase productivity, promote brand loyalty, and make information more easily available to employees and business partners TIBCO’s business integration and business process management software links more than 20 Web-based applications, including a production control system, a shipment tracking application, and various discussion forums, to enable real-time workflow ■ To meet these organizational objectives, E. & J. Gallo launched an initiative to increase productivity, promote brand loyalty, and make information more easily available to employees and business partners. This initiative—christened the Grapevine Portal—sought to accomplish these goals through enhancements to both internal and external Web environments. DistributorWeb view reduces costs by automating 90 percent of orders from distributors “In the past, our company intranet and extranet had largely been one-size-fits-all systems that offered only limited personalization to users,” says Kent Kushar, CIO at E. & J. Gallo. “This lack of fine-grained customizability negatively affected user acceptance and productivity. By deploying a highly customizable portal, we planned to address these inefficiencies.” Centralized administration increases security, making it easier for administrators to assign proper access rights to individual employees TIBCO portal offers ease of deployment to speed time-to-market Benefits ■ Single login and highly customized personal access to real-time information improve employee productivity and acceptance ■ During the past 70 years, the E. & J. Gallo Winery has become a world leader in the art and science of grape growing and winemaking. Finding the most innovative methods of distributing and marketing the wines it produces is the E. & J. Gallo mission. The company cultivates a variety of strategies to meet this goal, such as expanding and strengthening its distribution network, increasing the performance of its organization, and improving the quality of its products to ensure that customers receive the highest possible value. E. & J. Gallo deployed the new Grapevine Portal to integrate multiple business systems and enhance application access. The company wanted a single login and customized content including production control, shipment tracking, and discussion forums. The company selected TIBCO for the project because of the breadth and depth of TIBCO’s product offerings, which include messaging, business integration, portals, and workflow. The Grapevine Portal, built using TIBCO’s enterprise portal software, is designed to provide one internal view and four external views of company systems and information. The internal view, EmployeeWeb, provides a central location for employee-related information, applications, and task status—all accessible through a single login. The four external views—SalesWeb, DistributorWeb, SupplierWeb, and TradeWeb—are designed to enrich brand intimacy and loyalty with external constituencies by delivering timely and innovative content. “Our approach was to leverage a single portal infrastructure to provide appropriate information to all elements of our supply chain—from grape growers to distributors to retail stores to restaurants,” Kushar says. The first phase of the project, EmployeeWeb, took six months to complete from project initiation to production. Subsequent phases have taken only one month each to develop and deploy. “As we move forward, the deployments are getting faster because we can leverage work from the earlier phases, which enables accelerated time-to-market,” E. & J. GALLO WINERY M A N U FA C T U R I N G Kushar says. “For each new deployment, we simply reconfigure content presentation and access control, and include any necessary additional content.” Customizable portal enhances productivity and improves user acceptance With the TIBCO-based Grapevine Portal, E. & J. Gallo achieved two primary objectives: increased employee productivity and increased acceptance of the intranet. Employees now routinely use the portal to access a broad range of information concerning bottling schedules, cellar operations, warehouse operations, marketing programs, finance reports, and more—all from one centralized location. More than 20 Web-based applications are served through EmployeeWeb and the extranet portals, including a production control system, shipment tracking application, and various discussion forums. TIBCO enables a single, Web-based login, so users log on only once to access all of the information and applications available through the portal. This feature provides greater convenience for employees and improves security by centralizing the management of access privileges—making it easier for administrators to assign proper access rights to individual employees. E. & J. Gallo is also rolling out a real-time workflow infrastructure for the Grapevine Portal using TIBCO’s business process management software. A “My Tasks” portal category consolidates workflow from individual applications and presents each user with a personalized taskmanagement interface, providing a visual reminder of each task’s status. Multiple portal views keep all constituents of the supply chain informed E. & J. Gallo employees are not alone in enjoying greatly improved access to information and services. Distributors now save time by processing 90 percent of their orders online using the Web Distributor Order Entry (WebDOE) system available through DistributorWeb, one of the four E. & J. Gallo external portal views, which also includes useful distributor reporting and reimbursement applications. Both DistributorWeb and SalesWeb offer access to Brand Central, a central relational database containing a wealth of point-ofsale and marketing-related information for all of the E. & J. Gallo Winery brands. Brand Central provides distributors and the E. & J. Gallo sales force with access to critical information to aid sales and marketing efforts. “The flexibility of TIBCO’s portal software allows us to support a very diverse user base,” Kushar says. “For example, TIBCO enables centralized user administration and access control through our corporate lightweight directory access protocol (LDAP) directory, which greatly reduces the administrative burden. From an IT perspective, TIBCO lets us do more with less.” At present, the user base for the E. & J. Gallo Winery Grapevine Portal is 6,200 users, but that number is expected to grow to more than 8,500 in late 2004 when the final TradeWeb portal view goes live. TIBCO-based Grapevine Portal brings award to E. & J. Gallo The benefits of the new portal infrastructure were not limited to an increase in employee productivity and easier employee and partner access to information. The E. & J. Gallo Winery Grapevine Portal won the 4th Annual Portal Excellence award for Best Business Integration Project at DCI’s Portals, Collaboration, and Content Management Conference. “No longer is it a challenge to get the right information and application functionality to the right people at the right place and time,” Kushar says. “Integrating the TIBCO-based portal with our business systems has made access to information convenient throughout our extended enterprise. As a result, employees, distributors, and suppliers—all of our constituents—are equipped to make the best possible tactical and strategic business decisions.” TECHNOLOGY Solutions Summary TIBCO’s enterprise portal and business integration software connects more than 20 Web-based applications providing internal and external users with a highly personalized experience. TIBCO’s business process management software includes a personalized taskmanagement interface with visual reminders of each task’s status. Through the TIBCO-based Grapevine Portal, E. & J. Gallo employees routinely access a variety of information, such as bottling schedules, cellar operations, warehouse operations, marketing programs, finance reports, and more, and distributors process 90 percent of their orders. With TIBCO, the E. & J. Gallo Winery has achieved its primary objectives: employee productivity gains and increased acceptance of the intranet. ESSENT ENERGIE ENERGY Essent Energie improves customer service with TIBCO “We wanted a solution that is open and not dependent on certain server technologies. We needed flexibility because we are going through a period of change, which is when reliability problems can occur. We spoke to people with integration experience, and they all said that TIBCO is the best and most logical choice.” —Frans Schoot, manager of information management, Essent Energie ESSENT ENERGIE A division of the Essent Company, the Netherlands’ largest multi-utility group, supplying 2.8 million customers with electricity and 1.9 million with gas. The Essent Company has total annual revenues of ¤6.9 billion Industry Geographies ENERGY NETHERLANDS Deployment Summary ■ Three-year project—split across multiple phases to support deregulation— integrates multiple applications to create a real-time infrastructure ■ TIBCO’s solution enables integration of SAP, Siebel, and metering systems to provide commercially valuable, real-time information spanning front- and backoffice applications ■ The solution includes a customer portal for customer self-service Benefits Using TIBCO’s business integration solution, Essent became the first Dutch energy utility to manage billing by the deregulation deadline ■ ■ Essent reduced invoicing errors by linking transaction systems to customer service, metering, and billing systems ■ Integration of the LODESTAR® PricingExpert® application reduced time to quotation from 28 days to 3 days ■ TIBCO’s solution helped Essent to reduce its number of applications by 37 percent and number of interfaces by 32 percent ■ The self-service environment enhances customer loyalty Deregulation of the electricity and gas markets in the European Union has created intense competition among utility providers. Now that customers have choices, it is not only harder to attract new customers but tougher still to retain them. These changes in the market mean that the old, monolithic monopolies are transforming into multiple service organizations that must make choices about the sectors in which they can perform best. Essent Energie, which operates primarily in the business-to-business (B2B) sector of the energy market, already held a commanding position in its marketplace. Essent realized it would need to make radical changes to defend against the uncertainties of new market conditions while taking advantage of fresh opportunities. Essent responded to this challenge by selecting best-in-class applications that would help the company run each area of its business most efficiently. Essent chose the SAP® Utilities solution to hold customer power consumption and accounting information. The Siebel® Energy solution was selected to manage the customer experience. Essent uses the LODESTAR PricingExpert application for pricing and quotations, and the KWI® kW3000™ solution for risk management and deal capturing. In addition, Essent Energie has a host of its own custom applications. Although a best-in-class approach to applications provides the best functional fit for specific operations, those applications were developed when the need for integration between different departments was not fully appreciated. Essent quickly realized that it needed a comprehensive integration framework to extract the most value from its investments. Integrating processes creates complications As part of the transition to a deregulated marketplace, Essent recognized an opportunity to change its business practices and processes. For instance, the company wanted to collect metering data from multiple sources so that it could effectively monitor and manage power consumption. In addition, Essent wanted a solution that would enable its retail operation to expand and provide access to information for cross- and up-selling opportunities. Finding the right solution Essent created a list of potential integration solution providers, and ultimately decided to partner with TIBCO Software Inc., a leading enabler of real-time business. “We wanted a solution that is open and not dependent on certain server technologies. We needed flexibility because we are going through a period of change, which is when reliability problems can occur,” says Frans Schoot, manager of information management at Essent Energie. We spoke ESSENT ENERGIE ENERGY to people with integration experience, and they all said that TIBCO is the best and most logical choice.” In fewer than three months, Essent completed its initial pilot, which was a scaled-down version of the final solution, and felt confident that its time-critical requirements would be met. On-time deployment ensures business continuity, improves customer service Essent wanted to ensure that its systems would continue generating bills accurately after the market changes took effect. “We had to have everything completed by April 1, 2002, because that was our deregulation deadline,” Schoot says. “We knew that a rapid project completion would give us an enormous advantage. In the end, Essent was the only company to complete the required transitions by the changeover date.” Because Essent wanted to improve its customer-care handling and the quality of the metering data, it decided to integrate accounting, sales, billing, and metering systems. TIBCO’s business integration solution accomplished this goal by reconciling customer information across multiple systems. Real-time data sharing among these systems has eliminated manual reconciliation and reduced invoicing errors—results that have led to improved customer service. TIBCO’s helps Essent manage complexity Essent’s situation was complicated by the way in which business processes are completed. For example, quotations are sent to the pricing desk, which issues a requisition for the quotation. The quotation must take into consideration the customer’s usage profile, which is also necessary for metering purposes. The set of interlinked processes was slow, yet the company needed the information in real-time as part of its objective of providing the best customer service. TIBCO’s business integration solution connects and coordinates each process in Essent’s demand chain. This has led to a decrease in time-to-quotation from 28 days to 3 days. “The ability to manage quotations in such a short timeframe gives us a huge competitive advantage,” Schoot says. Today, TIBCO’s solution enables Essent to manage multisite contracts, consolidate metering information for the SAP billing system, and allow the sales teams to view individual, multiple, or consolidated usage views. In addition, with the help of TIBCO’s solution, Essent has simplified its architecture. The company now has 37 percent fewer applications and 32 percent fewer interfaces. Plus, Essent has eliminated data duplication, improving operational efficiencies within the company. Integration proves beneficial to customers Customers expect to manage their energy accounts in a variety of ways, including through the Internet. Essent used TIBCO’s enterprise portal solution to provide customers with a self-service environment on the Web. The system provides secure access so customers only see information relevant to their accounts. Internally, information is delivered to managers’ desktops based on their roles. The convenient portal reduces operational costs by decreasing customers’ need to contact the company call center or sales teams. In addition, the portal improves customer loyalty by making it easy for customers to do business with Essent. Essent regards the TIBCO project as strategic to its success and sees benefits well beyond those initially envisioned. “As our market evolves in the future, we feel confident that our business integration foundation will help Essent continually improve its market position,” Schoot says. “Thanks to TIBCO’s solution, we are far more agile and responsive to customer needs than we were before.” TECHNOLOGY Solutions Summary TIBCO’s business integration solution enables Essent Energie to successfully integrate accounting, sales, billing, and metering systems to provide commercially valuable real-time information in a solution that spans front- and back-office applications. This provides the company with a significant advantage over its competitors. TIBCO’s enterprise portal solution has enabled Essent to create a customer self-service portal, which improves customer loyalty and decreases operational costs. H E A LT H N E T H E A LT H C A R E TIBCO's portal software improves communications and unites disparate sites at Health Net “Using TIBCO’s solution, we developed a portal for our employees, or ‘associates’, in just two months. The portal is one of the first enterprise-wide systems that unites all departments and associates together under one corporate umbrella. We now have a vehicle for reaching associates at all levels.” —Deanne Yamato-Tucker, director of IT, Health Net H E A LT H N E T One of the nation’s largest publicly traded managed health care companies, consisting of more than 9,000 employees and providing health care benefits to approximately 5.3 million individuals in 15 states through group, individual, Medicare, Medicaid, and TRICARE programs Industry Geographies H E A LT H C A R E U N I T E D S TAT E S Deployment Summary ■ Enterprise application integration (EAI) solution unites multiple applications across various platforms; the solution provides an integrated interface that allows service providers to access back-end systems for claims and eligibility information ■ The employee portal solution integrates different company intranets into a portal that gives associates a central location to access company information, business tools, HR self-service functions, and more Benefits EAI enables more efficient business processes and data exchange across a wide range of systems ■ ■ Business integration improves business-tobusiness (B2B) interactions by enabling service providers to more easily access important member information from multiple back-end systems ■ The portal gives associates across business units fast and easy access to critical administrative tools and company information ■ TIBCO’s portal solution allows the company to create a common look and feel for its intranet sites Corporate restructuring presents a significant challenge to companies; integrating previously distinct companies or business units requires a clear understanding of how each organization’s process will affect corporate structure, technology requirements, and employee morale. As each organization comes together, it brings its own diverse systems and applications, which contribute to an increasingly complex IT infrastructure. At Health Net, one of the nation's largest publicly traded health care companies, mergers and acquisitions helped the company grow but also created many IT challenges. Through a number of mergers and acquisitions, Health Net acquired different core applications that could not efficiently communicate with each other. Combining companies also meant fusing together different intranets to promote a sense of company unity among employees—or “associates,” as Health Net refers to employees. The company needed a business integration solution to address these challenges. Health Net needs to alleviate inefficiencies and high costs After multiple mergers and acquisitions, lack of integration between Health Net’s disparate systems created inefficiencies that slowed down the company’s daily operations. “When core applications and systems have a difficult time 'talking' to each other, the flow of data across the entire organization is slower. We wanted to fix that problem immediately,” says Ted Wilkinson, a director of IT at Health Net. In addition to integrating its core applications, Health Net needed to create an integrated interface for outside vendors to access real-time claims and eligibility information from what were previously inaccessible back-end systems. By providing this access, Health Net would strengthen its vendor relationships and improve the quality of its service to customers. After evaluating various integration vendors, Health Net chose TIBCO Software Inc., a leading enabler of real-time business. “We knew TIBCO’s solution would provide the most efficient way for us to build the interface, and would also be an excellent long-term choice because it could ease future integrations with new partners,” says Deanne Yamato-Tucker, a director of IT at Health Net. “Furthermore, we wanted an integration vendor that had financial stability and professional services to assist us with our projects. When it comes to significant implementations within our infrastructure, vendor expertise is invaluable.” Because TIBCO provides a simple development environment, Health Net can continue to integrate its IT systems H E A LT H N E T H E A LT H C A R E rapidly and cost-effectively. “TIBCO provided us with the packaged integration we needed to quickly and easily unite our core systems,” Wilkinson says. “We are now able to perform interface development work with lower implementation and maintenance costs.” According to Hillman, another benefit of the TIBCO-powered portal is the speed and ease with which they can add new features. “If the communications department needs to add a new resource to the portal, our IT staff is able to accommodate our needs very quickly.” TIBCO opens the door to company unity Health Net is in top condition for the future Part of uniting companies after a merger or acquisition is fusing together diverse corporate processes and methods of communication. For Health Net, a central associate portal was crucial to maintaining consistent communication and uniting associate processes under a single corporate vision. “After growing from mergers and acquisitions, Health Net began to feel more like a collection of separate companies rather than a unified team,” Yamato-Tucker says. “We wanted to create a more unified feeling among our associates so we initiated a ‘One Company, One Mission, One Vision’ campaign. An enterprise-wide portal was the ideal way to bring all departments and associates together under one corporate umbrella.” Lori Hillman, a senior communications specialist at Health Net, agrees. “The portal must be the primary communications vehicle for the entire company.” Health Net used TIBCO’s portal solution to create an associate portal that brought together the different companies’ intranet sites in a single location. The pilot project was completed in just two months. Now, all Health Net associates can use the same interface to access company announcements and forms, stock quote, industry news, and more. The portal gives associates the ability to access critical business tools, view personal benefits and paychecks, submit suggestions, access online training resources, and perform other important tasks. “The portal has improved our level of corporate communications,” says Yamato-Tucker. “We now have a vehicle for uniting associates across numerous geographical locations.” Thanks to TIBCO’s business integration and portal solutions, Health Net and its IT staff can look forward to an integrated infrastructure that is easy to manage, costeffective, and efficient. The company plans to expand the functionality of the portal by enabling access to e-mail, calendar, and business applications. According to Wilkinson, the breadth of TIBCO’s solutions and its financial viability give Health Net confidence that it will be able to quickly and easily tackle future integration challenges by extending the TIBCO infrastructure. “We know that TIBCO will be around for the long haul, and that is an invaluable benefit when it comes to choosing an integration technology vendor.” TECHNOLOGY Solutions Summary TIBCO’s business integration solution allows Health Net to efficiently handle the effects of a growing company and an expanding IT infrastructure. Using TIBCO’s solution, Health Net has streamlined data exchange and communication across its systems, and can create custom features with speed and efficiency using TIBCO’s rapid-development capabilities. TIBCO’s business optimization solution has enabled Health Net to create an associate portal that serves as a vehicle for internal corporate communications, uniting once-disparate company intranet sites and processes into a more cohesive central location. KABA GROUP M A N U FA C T U R I N G Kaba Group raises its productivity with TIBCO’s portal software “TIBCO’s portal software offers such a user-friendly integration framework that we were able to bring the portal into operation sooner than we had anticipated. What was also particularly impressive about this project was the amount of deployment time we were able to save and how we raised productivity not only across the whole company but also with our trading partners.” —Hans-Peter Sauter, Corporate IT Manager, Kaba Management + Consulting AG, Switzerland KABA GROUP A leading global manufacturer of access systems, doors, keys, and other security systems Industry Geographies M A N U FA C T U R I N G GLOBAL Deployment Summary ■ Using TIBCO’s portal software, Kaba developed a company-wide employee and partner portal ■ ■ TIBCO’s business integration software integrated decentralized partner applications such as an ERP application from SAP and Navision from Microsoft The portal software’s single-sign-on feature enables user access authorization for individual applications, content, and individual portal sites based on user profile data in a corporate LDAP directory Benefits ■ Centralized portal provides more and up-todate information ■ ■ ■ ■ The solution—which optimized order, service, and support processes by enabling access to relevant applications through the portal—helped decrease operational costs by approximately 10 percent The company uses a single portal with a single sign-on for all products, applications, and collaboration tools The partner portal enables Kaba to better collaborate with its partners TIBCO’s portal software allows Kaba to distribute content management responsibilities With 6,200 employees, the Kaba Group is a leading global provider of access, door, and key systems as well as enterprise data collection to the security industry. As part of its Total Access strategy, Kaba supplies end-to-end solutions to meet customers’ needs for security, organization, and convenience at all physical entrances and exits as well as for identification and enterprise data collection. The Kaba Group’s product range includes mechanical and electronic access and locking systems, key and key code systems, security and automatic doors, data collection terminals, interface solutions for enterprise data collection, and a contactfree identification system called Legic. Since going public in 1995, Kaba has performed outstandingly well in terms of sales and returns. Thanks to technological leadership and its successful and partially acquisition-based expansion into more than 50 countries, the group is now in an ideal position to continue its growth path. Rapid corporate growth in the last few years saw the development of a highly heterogeneous IT topography at Kaba. Individual processes were characterized by a high rate of media fragmentation and a lack of communication support between Kaba’s companies and divisions. Given its distribution across a large geographical area, a powerful corporate portal with a single-sign-on function was essential to ensure effortless operations. Organizationally, Kaba has been reacting to these requirements for some time. The e-Way project represented the realization of these changes at an IT level. The implementation of Phase 1 took only 160 person-days despite the complexity of the project. Kaba integrates back-office applications with a new, centralized portal Initially, the principal requirement of the Kaba e-Way project was to minimize operational costs in order, service, and support processes. In general terms, sales support between partners and the Kaba Group companies needed to be more costeffective. Kaba wanted to give optimum support to its partners by providing them with greater connectivity to the relevant companies in the Kaba Group. Thus, the anticipated cost savings would go hand in hand with an increase in sales. Total Access is a central strategy of the Kaba Group that aims to provide better access for Kaba customers to closure systems, time recordings, and gate systems. Kaba e-Way helps ensure that the implementation of the Total Access philosophy in sales, service, and support is better supported both within in Kaba’s own companies and at partners. The consolidation of IT systems and use of common resources have improved performance. The central administration was also disbanded and replaced by a KABA GROUP M A N U FA C T U R I N G broad degree of autonomy for each Kaba company. All necessary administrative tasks such as customer set-up, assignment of rights, design of layouts, and creation of groups and roles are now carried out by individual salespeople wherever possible. For its corporate portal and integration infrastructure, Kaba chose TIBCO PortalBuilder® and TIBCO® BusinessWorks software and three adapters. The new portal has replaced 50 stand-alone company Web sites. The Kaba Group companies each had their own Web site and LDAP servers that were used to manage user directories, including access privileges to various company-wide applications such as e-mail, the enterprise resource planning (ERP) application, collaboration, and a variety of miscellaneous applications and content repositories. Kaba decided to simplify this approach by setting up a single corporate portal available to all employees and trading partners via a single LDAP server. In addition, the company’s most missioncritical applications would be integrated with this portal. The main reason for choosing TIBCO as solution partner was that TIBCO could offer an end-to-end solution: in other words, complete back-end and front-end integration. The high degree of maturity of TIBCO’s software, particularly in the back-end integration, played a major role as did the large number of TIBCO adapters available to connect the backend systems. In addition, Kaba was pleased with the simple way that processes could be linked to the workflow system and connected into the portal. TIBCO’s portal solution facilitates support for business partners “The portal project, which began with the implementation of the companywide LDAP server, has now been completed,” says Hans-Peter Sauter, Corporate IT Manager at Kaba. “The TIBCO solution, which has an embedded LDAP server in its integration framework, will be connected successively to other back-office applications, including e-mail, collaboration software, an ERP application, and databases. Doing so will ensure seamless processes, both internally and externally, at Kaba.” Kaba’s objectives were reached through classic integration work both in the backend and front-end areas. With Mercatis as its system integrator, Kaba implemented a portal for its partners that has an access control mechanism. With a single sign-on, partner employees can log in and access all applications, information, and documentation they are allowed to access. “What’s important is that the single sign-on allows partners to switch between different areas and Kaba companies to which they are entitled access,” explains Wolfgang Traxler, CEO of Mercatis. “There are no changes in the portal behavior for partners when they switch sites, but they know which Kaba company they are working with at any given moment.” A variety of roles are available to each partner so that they can offer their employees various views, particularly in the areas of sales and distribution, order processing, and service and support. Using the portal, partners have the option of doing all their work in one place. External partners are also offered the option of having all order data provided in a form such that the data can be automatically integrated into partners’ order processing systems. Sauter is also pleased with the “excellent language support” that TIBCO’s portal software provides. The easy-to-use administrative tools, which allow management of users, groups, and rights, require no technical knowledge and yet take into account a corporate LDAP directory. Another positive feature is the role-based content generator in the TIBCO PortalBuilder product, which enables dynamic portal pages. Plans for the next phase of the e-Way project include the integration of the remaining Kaba companies in Europe, the development of enterprise application integration (EAI), and the construction of a portal infrastructure for Asia and North America. TECHNOLOGY Solutions Summary Using TIBCO’s enterprise portal and business integration software, Kaba and its systems integrator, Mercatis, implemented an enterprise-wide portal for employees and partners in a backend application integration project. The solution improved partners’ order, service, and support processes and helped decrease operational costs by approximately 10 percent. The company deployed the software on a Microsoft Windows or Linux platform, depending on the requirements. TIBCO Adapter™ for R/3, TIBCO Adapter™ SDK, and TIBCO Adapter™ for Lotus Notes are also used in the solution. MINISTRY OF HAJJ GOVERNMENT Ministry of Hajj uses TIBCO software to help pilgrims get to Makkah “Every Muslim is supposed to visit Makkah at least once in their lifetime. As host, the Kingdom of Saudi Arabia is now better able to provide uplifting experiences to pilgrims fulfilling this important commitment through the use of the new information infrastructure at the Ministry of Hajj. Because of its great religious significance, this project was a dream for the ministry and all Muslims—and with the help of TIBCO, it became a reality.” —Ahmad Ghamri, CEO, Sejel Technology MINISTRY OF HAJJ The government agency responsible for facilitating the travel of Muslims to holy sites in the Kingdom of Saudi Arabia Industry4 Geographies4 GOVERNMENT SAUDI ARABIA Deployment Summary ■ Sejel Technology uses TIBCO’s software to build an e-government solution for the Kingdom of Saudi Arabia ■ TIBCO’s business process management software speeds the approval process for visas and local businesses applying to provide services to pilgrims ■ TIBCO’s business-to-business integration software makes real-time information about pilgrims available to government agencies and travel wholesalers ■ TIBCO’s portal software supports the intranet that travel agencies and tour operators use to access pilgrim information Benefits ■ Visa approvals, which once took up to six weeks, now occur in less than a day ■ ■ ■ The Ministry of Hajj can bring new service providers on board to serve visitors faster and more easily while qualifying service levels and monitoring quality of service Travel wholesalers make data about pilgrims available online to licensed travel agencies, ensuring that visitors get the high-level services they expect Improvements in hospitality services allow more Muslims to fulfill religious commitments quickly and easily, increasing the amount of pilgrims by 35 percent in the first year alone The Kingdom of Saudi Arabia plays an important role as host to nearly six million Muslims every year from around the world—travelers who come to perform a ritual pilgrimage to the holy city of Makkah, and to visit Madinah and other sites of religious significance throughout the kingdom. Issuing visas and provisioning facilities to these travelers is the responsibility of the Saudi Arabian government’s Ministry of Hajj. A desire to better serve the large—and growing—number of annual pilgrims led the Ministry of Hajj to initiate a plan to improve services to visitors by implementing a new technology infrastructure. Derived from the vision of His Excellency Iyad Madani, Minister of Hajj, the objective of the new project was to build an e-government solution that could benefit Muslims worldwide by enabling seamless information-sharing between government agencies and the vendors that provide accommodations and other travel services to pilgrims. TIBCO® supports Sejel’s globally visible e-government solution Sejel Technology—a consortium of American and local companies—was founded to oversee the development and operation of the new infrastructure, and also to assume responsibility for issuing visas to pilgrims on behalf of the Ministry of Hajj. As a first step, Sejel evaluated business integration software companies to find one whose product portfolio could address the requirements of the project— in particular, the need for business process management software and portal technology. Sejel chose TIBCO Software because it offers the breadth and depth of products to support Sejel’s short-term and long-term IT objectives. “In addition to its well-integrated, wide range of products, TIBCO has a good relationship with our existing vendors— HP and Cisco Systems—which helps us a great deal,” says Zoubair Skiredj, CIO of Sejel. “Throughout the project, TIBCO also provided excellent support and continuously supplied us with information to improve our understanding of the latest technology advancements and research.” Over the course of nine months, Sejel implemented TIBCO’s business integration software, business process management software, portal software, and business-to-business (B2B) integration software. Because of its high national visibility and significance to Muslims around the globe, when the project went live it was inaugurated by Saudi Arabia’s crown prince and deputy prime minister, Abdullah ibn Abdul Aziz al-Saud. Automation enables pilgrims to receive visas more quickly One of the most immediate benefits of the project has been a considerable increase in the speed and efficiency with TIBCO SOFTWARE—SUCCESS STORY MINISTRY OF HAJJ/SEJEL GOVERNMENT which visas are issued to pilgrims who plan to visit Saudi Arabia. Using TIBCO’s business process management software, Sejel Technology has integrated the systems of different government agencies and consulates with those at the Ministry of Hajj—and the visa application and approval process, which used to take three to six weeks, now takes a mere four to eight hours. The same processes are also helping enhance the level of services that pilgrims receive. The Ministry of Hajj maintains and monitors a list of approved vendors, which helps ensure that the quality of vendor services is accurately rated. For example, the ministry makes certain that only 4-star hotels receive a 4-star rating. New hotels, tour bus operators, restaurants, and other providers are routinely added to the list— but only after the ministry ensures that these companies meet certain standards. The TIBCO-enabled infrastructure automates the vendor-approval process so that additional providers can begin serving travelers more quickly. Online information improves services to travelers The new e-government infrastructure also helps improve services to pilgrims by enabling direct B2B contact between Sejel and its major partners. Using TIBCO B2B and portal software, Sejel can share online information with other government agencies as well as travel package wholesalers. In the past, local vendors serving pilgrims did not know in advance how many people were scheduled to arrive on a given day or which services and accommodations they had requested. Now, B2B integration provides travel wholesalers with up-to-date information about arriving pilgrims. Using TIBCO’s portal software to build an intranet, Sejel makes this data available to the thousands of licensed travel agencies that bring visitors into the country. On this site, travel agencies find information about travel packages, including accommodations, transportation, and other travel details. Using this real-time information, they TIBCO SOFTWARE—SUCCESS STORY select the appropriate package for each pilgrim. This newfound availability of up-to-date information has raised the level of service that pilgrims receive. “Assisting pilgrims is key, and the Ministry of Hajj saw an opportunity to enhance the level of service to pilgrims by providing all relevant travel information online in real time,” says Ahmed Ghamri, CEO of Sejel. “Using TIBCO, it is now easier for local companies to provide the right number of buses for transportation, hotel rooms— every service that the pilgrims require.” Mr. Ghamri added: “This project is considered a cornerstone of the e-government initiative by HRH Crown Prince Abdullah. It integrates the Ministry of Hajj, the Ministry of the Interior, and the Ministry of Foreign Affairs to better process visa data and expedite and improve the level of service to pilgrims.” TECHNOLOGY Solutions Summary In a project of great religious significance to Muslims around the globe, TIBCO’s business process management software speeds the approval process for visas and service providers who serve the visitors to the holy city of Makkah. By making data about pilgrims available online using TIBCO’s B2B integration software and portal software, the Ministry of Hajj enables government and travel agencies to share up-to-date information to ensure that visitors receive the highquality services and accommodations they expect. An upcoming portal project will provide online travel information directly to pilgrims from around the world. External portal will serve nearly 1 billion Muslims worldwide The number of pilgrims visiting the kingdom has increased by 35 percent since the Ministry of Hajj implemented the TIBCO-enabled e-government solution—perhaps because visitors know that the service levels have increased significantly. The next step for Sejel and the Ministry of Hajj will be a new portal to serve pilgrims directly. Instead of making travel plans through a licensed travel agency, as they currently do, the portal will provide greater convenience by allowing visitors to apply for visas online and book their own travel plans, potentially increasing revenue for Saudi Arabian airlines, hotels, and other companies. The new portal will serve nearly 1 billion Muslims around the world. “Every Muslim is supposed to visit Makkah at least once in their lifetime,” Ghamri says. “As host, the Kingdom of Saudi Arabia is now better able to provide uplifting experiences to pilgrims fulfilling this important commitment through the use of the new information infrastructure at the Ministry of Hajj. Because of its great religious significance, this project was a dream for the ministry and all Muslims—and with the help of TIBCO, it became a reality.” TIBCO Software Inc. (NASDAQ:TIBX) is the leading independent business integration software company in the world and a leading enabler of realtime business, helping companies become more cost-effective, more agile, and more efficient. TIBCO has delivered the value of real-time business, what TIBCO calls The Power of Now®, to over 2,000 customers around the world and in a wide variety of industries. http://www.tibco.com Global Headquarters 3303 Hillview Avenue Palo Alto, CA 94304 Tel: +1 650-846-1000 Toll Free: +1 800-420-8450 Fax: +1 650-846-1005 © Copyright 2005, TIBCO Software Inc. All rights reserved. TIBCO, the TIBCO logo, The Power of Now, and TIBCO Software are trademarks or registered trademarks of TIBCO Software Inc. in the United States and/or other countries. All other product and company names and marks mentioned in this document are the property of their respective owners and are mentioned for identification purposes only. NORDEA FINANCIAL SERVICES Nordea merges into the fast lane with TIBCO's portal software “The ability to easily plug new applications and services into the portal enables us to develop very specific services and deploy them—and avoid having to roll out a whole new application.” —Preben Gardal-Hansen, business IT manager for e-Markets, Nordea NORDEA The largest financial services company in the Nordic region, with consumer and corporate banking, investment management, and life insurance services throughout Scandinavia and Europe as well as $240 billion in total assets and 11 million customers—3 million of whom use Nordea’s online services Industry Geographies FINANCIAL SERVICES EUROPE Deployment Summary ■ TIBCO’s enterprise portal solution provides a common platform for building and managing a highly customized onlineservices portal ■ TIBCO’s business integration solution quickly interconnects portal applications to present service as a single interface ■ Reuters® Automated Dealing infrastructure is used for foreign exchange transactions ■ The portal provides market information and news, which are aggregated using Reuters News Delivery Service (NDS) and delivered using Reuters Streaming Server Benefits Ease of use enables rapid implementation of cutting-edge services ■ ■ Standard interfaces eliminate costly deployment of separate applications and development of point-to-point connections among them ■ Efficiencies achieved through electronic trading lead to expected 100 percent return on investment (ROI) within two years for the portal implementation project Nordea Banking Group is the largest financial services company in Europe’s Nordic region, with core banking operations in Denmark, Sweden, Norway, and Finland. Although the Nordic countries are Nordea’s home market, the Group has a network of international branches and representative offices to support Nordea’s Nordic and international customers. The bank’s vision is to be valued as the leading financial services group in the Nordic and Baltic markets. It plans to be in the top league of European banks by showing superior and profitable growth in every market and product area in which it chooses to compete. Nordea achieves this goal by using its leading multichannel distribution platform and its top-ranking e-based financial solutions. Mergers and acquisitions have bolstered the banking industry in recent years, but they have simultaneously complicated the lives of technology managers. Nordea has experienced this lesson firsthand. A series of mergers has created the constant challenge of integrating incompatible and disparate IT systems of several large entities. The bank’s growth has been impressive: In 1997, Finland’s Merita Bank and Sweden’s Nordbanken joined to form the Nordea Banking Group, which then acquired Denmark’s Unidanmark and Norway’s Christiania Bank og Kreditkasse in 2000. When you consider that several of those banks were also created out of mergers, you can begin to understand the integration puzzle that Nordea faced. Nordea’s challenge was exacerbated by its need to quickly develop the electronic services that its customers demand. Not only did the bank have to integrate several different network infrastructures because of the mergers, but it also had to launch cutting-edge Internet-based services. To deal with this highly complicated task, Nordea turned to Reuters and TIBCO Software Inc., a leading enabler of realtime business. TIBCO helps ease integration pain After the mergers, Nordea found itself with foreign-exchange desks in its four core countries—Sweden, Finland, Norway, and Denmark—each with its own deal-capture and credit systems. IT personnel would have to integrate those systems and migrate the old phone-based services to the Internet for corporate customers. Besides foreign exchange and money-market transaction capabilities, the new service—called e-Markets—would have to provide financial analysis tools, news feeds, streaming quotes, and other market information. Moreover, the bank needed to implement the service quickly to reduce the cost of its previous phonebased solution and meet rising demand for convenient electronic transactions. NORDEA FINANCIAL SERVICES The eventual solution, an online portal, ties together features from different sources and applications, and presents them in a single interface for customers. The portal uses the Reuters Automated Dealing infrastructure for foreign exchange transactions; Reuters News Delivery Service to aggregate and stream news on the desktop; Dow Jones and four Scandinavian sources for the news feeds themselves; Kalends for an economiccalendar tool; and Citrix for browser-based delivery of Microsoft® Excel analytics spreadsheets. Nordea relied on TIBCO’s proven technology and extensive financialservices experience to integrate these elements into a seamless, cohesive solution. Using TIBCO’s solution, Nordea can realize significant savings by eliminating costly development cycles of point-to-point application connectivity. Applications tie into the TIBCO integration platform through standard adapters that reduce the time and complexity of the integration process. In addition, replacing the old phone-based system with a Web-based foreign exchange trading service provided significant operational efficiencies. As a result, Nordea expects 100 percent ROI on the portal within two years, as more corporate customers move to electronic trading. Nordea used TIBCO’s portal solution to build the portal, easily organizing service presentation with layout templates and targeting content and services to different end users. With the reliable TIBCO platform in place, Nordea could quickly deploy customized tools and information to its customers. On the back end, the TIBCO business integration solution interconnects the portal’s various applications. TIBCO’s solution allows applications to easily integrate with the platform and share information with other incompatible applications, lowering overall development costs. TIBCO’s solution has enabled Nordea to deploy new services quickly. The bank plans to launch electronic versions of existing bond, derivative, and equity trading services. Nordea will replace Reuters Automated Dealing with the Reuters AVT product line to standardize access to credit systems and use TIBCO’s technology to automate error handling. Eventually, the bank hopes to use TIBCO’s solution to integrate the portal with the bank’s back-office workflow systems. Thanks to the simplicity of the TIBCO architecture, Nordea looks forward to streamlining these processes and reducing costs—a rare feat in a world of complexity. “The ability to easily plug new applications and services into the portal enables us to develop very specific services and deploy them directly to the user group that requires them—and avoid having to roll out a whole new application,” says Preben Gardal-Hansen, business IT manager for e-Markets at Nordea. Platform’s flexibility gives Nordea a portal into the future TECHNOLOGY Solutions Summary TIBCO’s enterprise portal solution provides Nordea with a powerful tool to organize, build, and deploy its onlineservices portal for corporate traders. The solution’s easy-to-use interface allows the company to rapidly customize content for end users. TIBCO’s business integration solution connects numerous incompatible applications that tie into Nordea’s portal. PRIMESYS T E L E C O M M U N I C AT I O N S Portal and business integration software gives competitive edge to PrimeSys “Using TIBCO’s solution, we have a very sophisticated level of business integration that a lot of companies in Latin America don’t have. We expect TIBCO to continue fueling our growth, with a flexible and stable architecture that will make PrimeSys even more competitive in the Brazilian telecommunications market in coming years.” —Miguel Sá, IT director, PrimeSys P S The world’s fourth-largest CR HIEMVERSOYN publicly traded, Provider of integrated telecommunications, integrated energy company, with operations Web, and IT outsourcing solutions in Brazil, in more than 180ofcountries and a subsidiary Portugal Telecom Industry Geographies T E L E C O M M U N I C AT I O N S BRAZIL Deployment Summary ■ Sophisticated distributed enterprise application integration (EAI) architecture integrates information from 11 disparate systems, enabling real-time information sharing ■ Using the integrated infrastructure, the company added TIBCO’s portal solution, easily extending direct access to all systems and information to customers, employees, and partners Benefits ■ Integrating all data ensures data integrity and removes redundancy, while eliminating overlooked orders and related customer billing errors ■ Eliminating duplicate data entry reduces data processing times and costs ■ Customers have access to accurate, real-time information about orders, billing, and trouble tickets through the self-service portal ■ Extremely flexible IT infrastructure provides very short time to market for new business requirements ■ TIBCO’s distributed integration architecture provides 24×7 systems availability ■ The project was implemented in less time than expected, allowing a reduction in implementation time of other systems ■ New flexible architecture reduced support team and costs When PrimeSys, one of the leading telecommunications and IT services companies in the Brazilian corporate market, needed an integration solution, it made perfect sense to turn to TIBCO Software Inc., a leading enabler of realtime business. TIBCO had successfully powered enterprise architecture integration for the parent company of PrimeSys, Portugal Telecom. Based on Portugal Telecom’s successful enterprise integration, PrimeSys executives knew TIBCO could meet all of its integration requirements. As a young company, PrimeSys faced the challenge of integrating 11 different systems, including a Siebel® customer relationship management (CRM) system, SAP® R/3® enterprise resource planning (ERP) system, a Brazilian billing system, a business intelligence (BI) system, and a proprietary provisioning system. For its first six months in business, PrimeSys relied on communication via flat files, which the IT team had to handle manually among disparate systems. Knowing that this method was untenable for customers, employees, and partners, PrimeSys IT director Miguel Sá turned to TIBCO. “At Portugal Telecom, we originally chose TIBCO based on its technical features, stable architecture, and cost-effectiveness, as well as our expected return on investment (ROI),” Sá explains. “We have been very happy with TIBCO’s solutions, so there was no need to waste time on a new selection process. We immediately launched the integration project with TIBCO.” Integrated, real-time data improves quality and reduces processing times PrimeSys had one overriding objective from the start: to ensure data integrity on all of its 11 disparate systems, and create one point of entry to the data. With TIBCO’s EAI solution, PrimeSys could do just that, ensuring that the data in one database would be the same as that in any other database. Because TIBCO propagates data in real time, everything PrimeSys sells to its customers is registered in the company’s CRM system. From there, it is accurately propagated to all other systems in the business process at the right moment. The benefits of this synchronization include higher data quality and consistency, no need for duplicate data entry, and a reduction in processing times. Thanks to the full data integration, PrimeSys could start a BI project. Because key data from all systems flows through the information bus, it was easy to aggregate all the data in a single master database. TIBCO’s enterprise portal solution makes this information available to the decision makers wherever they are. PRIMESYS T E L E C O M M U N I C AT I O N S Integration ensures accurate customer billing—and not a dollar lost One of the biggest challenges PrimeSys faced before integrating its billing system with the Siebel CRM system was accurately billing for orders and collecting revenue from customers. “In the past, data was entered in the billing system through a manual process. This process did not give us the highest level of confidence, causing constant internal audits to ensure all billing was 100 percent correct. This process was not only costly, but also time- and resource-consuming.” Sá says. “With manual data entry, we were failing to capture and bill a certain percentage of orders that were only identified after the internal audit. Our entire project is justified by the fact that we now do not worry about losing a single dollar from any sale made.” Since the TIBCO implementation, customer data goes directly into the billing system without manual data entry. Information about customers and their orders is absolutely accurate and invoices are processed much faster. The portal keeps customers in the loop In addition to its EAI initiative, PrimeSys set up a customer portal that gives customers access to complete and up-todate information about the solutions installed by PrimeSys, including network availability, billing information, trouble ticket status, order status, and entry of new order. Based on the success of the customer portal, PrimeSys is creating employee and partner portals as well. The employee portal will serve as a single point of entry for all PrimeSys business systems and will also provide access to human resources information. The partner portal will enable collaboration with PrimeSys partners and ensure high-quality services by tracking every detail of what happens with each job and each supplier—a huge improvement over current partner communications, which are essentially confined to phone and e-mail. Distributed integration architecture is key to stability Sá knew from experience that the TIBCO distributed approach to enterprise integration offered more stability than the centralized hub-and-spoke approach offered by many competitors’ products. Downtime was unacceptable to PrimeSys because it must provide continuous service to its large Brazilian corporate customers. “If there’s a failure in a server because of a technical problem, TIBCO’s distributed architecture enables us to keep working as if the problem never happened,” Sá explains. “In competing products, everything is concentrated on one machine, so if that server crashes, the entire system crashes.” Another great advantage of TIBCO’s solution is the ability to plug new systems into the architecture with minimal impact. That makes the IT infrastructure extremely flexible, allowing PrimeSys to select bestof-breed solutions—without worrying about connectivity issues—and to respond quickly to new business requirements that might arise. “Using TIBCO’s solution, we have a very sophisticated level of business integration that most companies in Latin America don’t have,” Sá says. “As our young company grows—in client base, revenue, and more—we expect TIBCO to continue fueling that growth, with a flexible and stable architecture that will make PrimeSys even more competitive in the Brazilian telecommunications market in coming years.” TECHNOLOGY Solutions Summary TIBCO’s business integration solution connects 11 disparate applications, giving PrimeSys a stable architecture and improved data integrity for realtime information sharing and accurate customer billing. TIBCO’s enterprise portal solution enables a customer-facing portal, in which customers can view their bills, check orders, request new services, and submit trouble tickets in real time. Additional portals are being developed for employees and partners. RENESAS TECHNOLOGY SEMICONDUCTORS Business integration and portal software energizes Renesas supply chain “By using TIBCO’s business integration solutions, we can seamlessly integrate our partners—large and small—into our supply chain and manage and respond to business opportunities much faster.” —Viren Patel, VP of eService, Renesas Technology America RENESAS TECHNOLOGY A joint-venture semiconductor company established by Hitachi, Ltd., and Mitsubishi Electric Corporation on April 1, 2003, and designer and manufacturer of highly integrated semiconductor system solutions for mobile, networking, automotive, industrial, and digital home electronics markets Industry Geographies SEMICONDUCTORS NORTH AMERICA, EUROPE, ASIA Deployment Summary ■ TIBCO’s business integration solution coordinates end-to-end business processes and integrates back-end applications ■ TIBCO's business-to-business (B2B) integration solution enables secure, realtime transactions with distributors and customers ■ TIBCO's enterprise portal solution provides visibility into the supply chain Benefits ■ Renesas gains a secure, Web-based environment for registering, managing, tracking, and collaborating on new design registration opportunities ■ TIBCO's solution allows seamless integration of large and small partners into the supply chain using industry standards ■ Renesas can manage and respond to business opportunities much faster ■ Speed, responsiveness, and visibility of production processes increase across the entire supply chain ■ Streamlining supply-chain processes reduces costs and improves customer service Renesas Technology America, Inc. is a subsidiary of a joint venture semiconductor company established by Hitachi, Ltd. and Mitsubishi Electric Corporation on April 1, 2003. The company supports the requirements of the North American marketplace with a broad range of standard and low-power semiconductor solutions, including RISC and CISC microcontrollers and microprocessors; memory ICs, including PC100 memory chips, DRAMs, DRAM modules, SRAMs, Flash memories, Flash cards, and EEPROMs; logic ICs; discrete devices; optoelectronic devices; communication ICs; RF/wireless ICs; and mass storage ICs. Substantial design engineering, manufacturing, and research and development facilities in the United States help bring some of the world’s best technology to U.S. customers. Renesas decides to streamline the supply chain Supply chains in all manufacturing sectors, especially semiconductors, are encountering new requirements for competition in the e-business environment. In the face of greater demand for more customized products, faster delivery schedules, and instant access to order status, Renesas Technology needed to increase the speed, responsiveness, and visibility of production processes across the supply chain. The company also wanted to automate their existing design registration process, which was still being done via phone and fax. Renesas had to tackle their integration challenges first, since several disparate back-end systems and databases couldn’t communicate with each other. Renesas sent out proposals to several vendors, listing the following requirements: • Proven expertise in e-business integration • Real-time business-process automation using RosettaNet standards • Thorough understanding of semiconductor supply-chain issues During their four-month evaluation process, Renesas Technology discovered most B2B integration solutions required the implementation of multivendor products. Renesas preferred to partner with only one vendor who could meet all of its needs: TIBCO Software Inc. TIBCO solution enables seamless B2B integration Renesas successfully implemented TIBCO BusinessConnect™ RosettaNet Protocol, enabling the integration of its B2B processes with those of its trading partners, using the RosettaNet™ e-business standards. RosettaNet is a consortium of major IT, electronic components, and semiconductor manufacturing companies—including Renesas—that is working to create and implement industry-wide, open e-business process standards. RENESAS TECHNOLOGY SEMICONDUCTORS TIBCO BusinessConnect for RosettaNet is an industrial-strength B2B integration server that fully supports all published RosettaNet Partner Interface Processes (PIPs) and allows enterprises to define their own processes for maximum flexibility. Renesas harnesses improved business agility TIBCO’s comprehensive solution helps Renesas Technology to reduce costs and increase the visibility of its supply-chain by streamlining its supply chain processes. Renesas now has a secure, Web-based environment for registering, managing, tracking, and collaborating on new design registration opportunities. End-to-end infrastructure: TIBCO’s combination of enterprise application integration, portal infrastructure, and B2B connectivity was the comprehensive, single-source platform Renesas needed to deliver real-time communication and collaboration. “The industry-wide adoption of RosettaNet e-business interoperability standards is eliminating the barriers for supply-chain participation,” said Viren Patel, VP of eService at Renesas Technology America. “By using TIBCO’s BusinessConnect for RosettaNet, we can seamlessly integrate our partners—large and small—into our supply chain, and manage and respond to business opportunities much faster.” TIBCO’s business integration solution integrates Renesas back-end applications such as enterprise resource planning (ERP) and forecasting. TIBCO’s enterprise portal solution provides the portal construction tools to offer Renesas partners visibility into its supply chain. TIBCO BusinessConnect for RosettaNet enables Renesas to conduct secure, realtime B2B commerce transactions with its distributors and selected customers, using the RosettaNet e-business standards. TIBCO’s solution provided significant value through a fully integrated infrastructure that enables Renesas to respond to change more effectively. Time to market: TIBCO enabled Renesas to go live with its first RosettaNet process within eight weeks from design to implementation. Scalability and reliability: With rapid growth planned for the future, TIBCO’s proven, scalable technology allows Renesas to easily expand and add new services over time. TIBCO’s real-time messaging also helps ensure improved service to Renesas customers. Integration platform provides flexibility for the future Renesas is now in the process of building extranets for its partners and customers and is also looking to integrate more of its back-end systems using TIBCO’s solution. Now, armed with TIBCO BusinessConnect for RosettaNet, Renesas can develop future plans to offer a B2B platform to rapidly enable enterprise hubs and e-marketplaces to connect customers, partners, and suppliers. TIBCO’s proven, scalable technology allows Renesas to easily expand and add new services as the company grows. TECHNOLOGY Solutions Summary TIBCO’s business integration solution coordinates end-to-end business processes and integrates Renesas’s back-end applications such as ERP and forecasting. The solution uses adapters for easy integration of legacy, packaged, and third-party applications, and permits integration and data transformation from multiple sources. TIBCO’s business-to-business integration solution integrates members of the Renesas supply chain. It enables the company to conduct secure, real-time B2B commerce transactions with distributors and selected customers using the RosettaNet e-business standards. TIBCO’s enterprise portal solution enables Renesas to reduce service costs by deploying interactive business services and offering partners visibility into the supply chain with a single, consistent, and personalized view. REUTERS MEDIA Reuters consolidates global information access using TIBCO's portal software “We needed a strong back-end platform on which we could build for the future. Once you have a strong back end, the world is your oyster and you can build what you like. TIBCO helps make this possible.” —Michel Gelbart, director of corporate Web office, Reuters REUTERS World’s largest financial news and information services company Industry Geographies MEDIA GLOBAL Deployment Summary ■ TIBCO’s portal platform enables Reuters to provide a single Web interface for its 17,000 employees ■ TIBCO’s messaging solution connects legacy applications and other systems, making it possible to query disparate platforms Benefits TIBCO technology ties hundreds of Web sites into a single intranet portal ■ ■ Users access a single, searchable data universe through their browsers ■ “MyWeb” portal provides employees with access to news, streaming video, live chat, instant messaging, and other key technologies ■ Single intranet portal eliminates duplicate resources and hardware ■ TIBCO-powered architecture establishes a robust, scalable infrastructure to support growth Reuters is at the forefront of the information business, tracking financial data for customers and providing news to its affiliates. The challenge facing the company was managing the internal information resources that power the organization. The company uses a selfpublish model on its corporate intranet for local bureaus and staff to continually update Reuters’ information base. The result was 450 separately maintained Web sites, all contributing content to the corporate intranet. With so many information repositories, many offering redundant data, finding information was difficult at best. “The rapid evolution of our intranet was a testament to our technological maturity, but we outgrew it very quickly,” says Michel Gelbart, director of corporate Web office for Reuters. Gelbart’s solution was to create “MyWeb”—a single intranet portal that would give the company’s 17,000 employees access to all of Reuter’s informational resources, including data repositories. The portal also would seamlessly connect employees to the corporate intranet and the Internet with integrated collaboration tools such as instant messaging. Gelbart’s team assessed various technology options for MyWeb, including Plumtree™ Software. However, the company ultimately chose TIBCO Software Inc., a leading enabler of real-time business. In addition to TIBCO’s strong front-end capabilities, TIBCO’s portal technology provided a strong back-end foundation with multiple integration options. “We needed a strong back-end platform on which we could build for the future,” Gelbart says, “because once you have a strong back end, the world is your oyster and you can build what you like.” Reuters needs a world of information in one portal After Gelbart’s team decided on the TIBCO portal solution, the next step was to design a front end for MyWeb. Reuters’s IT team designed its own front end with a look and feel that could accommodate dynamic content and all of the tools they determined their users needed. By installing TIBCO PortalBuilder® at the back end, integrating a front-end graphical user interface (GUI) with various collaboration tools was relatively easy. Gelbart’s vision is to deploy MyWeb in stages. The first step was to provide an internal window to all company data: databases, legacy systems, and newly gathered information from offices around the world. The next step will be to extend the corporate intranet to an extranet, supporting partners and customers with Reuters’s source material using a secure connection. Reuters starts project with infrastructure consolidation Reuters first consolidated the existing corporate intranet infrastructure. This process included cutting the number of corporate Web sites by at least two-thirds, REUTERS MEDIA thus reducing the amount of time required to maintain intranet sites, eliminating redundant data, and reducing the number of required servers. The consolidation also provided a way to mine data from legacy systems on IBM® mainframes as well as new data repositories. “We had to consolidate our intranet, reduce the number of Web sites by at least twothirds, and make it easier for employees to find the information they need to do their jobs,” Gelbart says. To eliminate replication of legacy data throughout the system, Gelbart used a “pipelining” approach, in which the most frequently accessed data is made readily available via SQL query. By centralizing data access through MyWeb, Gelbart can identify what information is being most frequently accessed and what legacy data is never accessed. This ability makes it easier to determine what information can be archived and if there are underutilized systems that can be taken offline. Gelbart also sees effective knowledge management as the means to drive dynamic content, which is the key to success for MyWeb. Reuters has plenty of content available, including streaming video and live data feeds from around the globe. The challenge is organizing the content. As Gelbart explains, content categorization is more a question of human know-how than technology. “There are a number of tools and methodologies available to aid in knowledge management,” Gelbart says, “but at the end of the day we need people who are indoctrinated in the Reuters culture, who understand how our business works, and who understand the knowledge organization we are trying to build to index the data. It is really a very pragmatic process.” In addition, different data elements must be made available to different user communities and job profiles. There are already more than 20 distinctly defined user communities accessing MyWeb, and each has specific informational needs. Reuters increases employee productivity and saves on IT management costs The TIBCO-powered infrastructure enables Reuters employees to proactively receive the information they need. Using a publish-and-subscribe model, users both post data and proactively receive real-time information from the data channels to which they are subscribed. If they need to search for additional information, the MyWeb portal shortens the time required to scour the corporate intranet. Gelbart believes Reuters will realize a substantial return on investment (ROI) from MyWeb— by improving employee productivity through shorter search times and increased collaboration, and by reducing redundant data sources as well as the time and processing power needed to keep those resources current. By using TIBCO’s solution to create MyWeb, Reuters can eliminate redundant data repositories and realize substantial savings in duplicate resources and intranet hardware. Additionally, Reuters can provide a common platform with an open architecture that will allow the company to add new Internet-based services to provide even better support for customers and partners. As Gelbart explains, there isn’t a technological challenge to scale MyWeb, but employees need training to make the best use of such a powerful resource; otherwise, they will drown in the information available. Gelbart also plans to extend MyWeb with the TIBCO PortalPack™ to add e-mail capability once the company migrates from its current Lotus Notes® messaging infrastructure to Microsoft® Exchange. He is also looking for ways to extend secure access beyond the corporate firewall, providing corporate partners and customers with direct access to MyWeb and creating even better relationships for Reuters in the future. TECHNOLOGY Solutions Summary TIBCO’s business integration and optimization solution helps Reuters create a single Web interface, called “MyWeb,” to give its 17,000 employees all of the necessary information to support Reuters clients. TIBCO’s enterprise portal solution provides a solid integration platform on which Reuters can add collaboration tools, streaming media, and customdesigned templates to give MyWeb a customizable look and feel. TIBCO’s messaging solution provides a common language to link legacy applications and other systems into a single, searchable infrastructure. S E A G AT E T E C H N O L O G Y M A N U FA C T U R I N G Portal and business integration software brings smooth sailing to Seagate “TIBCO has unmatched depth of experience and breadth of products. We knew that TIBCO’s solution would be more mature and stable than anything else we could find on the market.” — Steve Luczo, CEO, Seagate S E A G AT E T E C H N O L O G Y Manufacturer of hard disk drives for PCs, high-end servers, and consumer electronics Industry Geographies M A N U FA C T U R I N G GLOBAL Deployment Summary ■ Seagate® Information Bus integrates diverse applications and systems, and automates order management ■ Seagate Business Exchange provides XML gateway for exchange of transaction data with more than 100 partners ■ my.seagate.com portal provides customers and employees with access to Seagate resources Benefits ■ Enterprise-wide view of all orders in realtime improves Seagate’s operational efficiency and customer service ■ Fast, simple integration of new systems enables rapid growth for Seagate, its customers, and partners ■ Reliable system scales to handle 160 percent annual increase in transaction volume ■ Improved relationships heighten customer satisfaction ■ Integrated systems reduce costs for suppliers Seagate is a world-leading manufacturer of magnetic disk and read-write heads for hard disk drives, designed for PCs, high-end servers, and consumer electronics. The company designs, develops, produces, and distributes all key components that compose its storage devices, giving Seagate greater control over every aspect of its business. In the third quarter of its fiscal year 2002, Seagate shipped more than 15 million disk drives—a new company record. The late 1990s brought shrinking margins and shortened product life cycles to the PC industry. Prices sunk and competition soared. Seagate—already a market leader with profitable products—realized that the best way to maintain advantage over competitors was to streamline operations and decision making through improved processes among employees, customers, suppliers, and partners. Free-flowing information improves relationships and processes A successful streamlining effort required the free flow of information and access to resources throughout the company, the supply chain, and the company’s network of customers and partners. Specifically, Seagate needed to adopt real-time operations that would automatically feed data to the applications that needed it. The answer was to integrate all applications and systems and move key business processes to the Web. Seagate’s first order of business was to improve its order management system. Steve Luczo, Seagate CEO, says the previous system involved so much manual entry that it often recorded orders late— and sometimes not at all. “We would build a drive in Singapore, clear customs, and ship it to Amsterdam for distribution. The drive would physically be in Amsterdam, off the production floor, before the IT system had recorded that order. We had to re-trigger some orders that were simply lost,” Luczo says. “Keeping our customers and partners accurately informed wasn’t always possible.” To solve the problem, Seagate needed to integrate the many applications that compose its order management system. This would ensure that information could move from one application to another without delays caused by human interaction. Integrated databases would be the source of real-time data for all applications and systems, laying the foundation for the next step: to become a fully Web-enabled enterprise that seamlessly connects partners, customers and suppliers. Seagate chooses technology from an integration originator Seagate selected TIBCO Software Inc. for its business integration solution because TIBCO’s offering was broad and scalable, and backed by a strong reputation for successful end-to-end integration. S E A G AT E T E C H N O L O G Y M A N U FA C T U R I N G “TIBCO has an unmatched depth of experience and breadth of products,” Luczo says. “We knew that TIBCO’s solution would be more mature and stable than anything else we could find on the market.” Seagate implemented the TIBCO business integration solution to create the Seagate Information Bus—a platform that integrates many diverse applications and systems, allowing people throughout the world to access up-to-the-minute information and communicate in real time. After a speedy deployment, lost orders and delays quickly became a thing of the past. And, Luczo says, Seagate realized it could use TIBCO’s solution to put an end to many other nagging business problems. “Once we had installed TIBCO’s solution, new uses for the integrated information system emerged,” Luczo says. “The flexibility provided by TIBCO generated many new ideas to improve the way we do business.” After streamlining its order management process, the company built the Seagate Business Exchange using the TIBCO business-to-business (B2B) integration solution. Now, automated order entry helps eliminate human errors and time previously required for manual entry. The Seagate Business Exchange also provides a gateway for exchanging transaction data with Seagate’s partners, offering a real-time view of inventory, orders, and shipments. Seagate also used TIBCO’s enterprise portal solution to link employees and customers to its network of information via the Internet. To further serve its supply chain, Seagate plans to extend Web-based access to its network of suppliers. Efficiency at Seagate gives customers a point of differentiation Now that manufacturing and distribution processes at Seagate have become more efficient, Seagate customers are reaping significant benefits. Seagate now provides customers with one resource for ordering products, requesting prices, checking credit status, tracking orders, accessing collateral, and reviewing corporate news. Because Seagate empowers its customers to manage their own business processes more effectively with real-time information, these OEMs and distributors can market their own products faster. This knowledge gives Seagate customers a competitive advantage in their own markets. Using real-time access to critical data, Seagate can help its suppliers become more efficient. The TIBCO-based solution tracks orders with precision, so Seagate suppliers can control their own inventory costs better than in the past. Real-time integration maintains Seagate’s competitive edge TIBCO’s solution helped Seagate revolutionize its business. First, integration has paved the way for automated processes, which dramatically streamline administrative and IT costs. Second, because Seagate’s information infrastructure is now based on a flexible, open architecture, upgrades and system additions are as simple as connecting them to the platform. “We no longer need to allocate dozens of IT people over several weeks to integrate new applications. We plug them into the TIBCO platform and they can communicate with every application on the network,” Luczo says. “Seagate can leverage this capability to grow without any IT restraints.” In fact, Luczo adds, Seagate has enjoyed steady transaction volume growth of 160 percent per year without any performance problems. More effective communication with customers and partners has improved the experience of conducting business with Seagate. In fact, in the third quarter of its fiscal year 2002, Seagate increased its personal computer market share to 31 percent and raised its enterprise systems market share to 58 percent. “In the effort to improve operational efficiency, enhance our value proposition to customers and partners, and become a real-time Webenabled enterprise, we also revitalized the Seagate brand,” Luczo says. All of those benefits, he adds, enable the most important mission of a leading company in a sink-or-swim market: differentiation. TECHNOLOGY Solutions Summary TIBCO’s business integration solution powers the Seagate Information Bus by providing comprehensive enterprise application integration (EAI) and business process management (BPM) capabilities. It integrates Seagate’s diverse applications and systems, and supports a worldwide global order fulfillment system. TIBCO’s business-to-business integration solution links more than 100 Seagate partners through an XML gateway, allowing the real-time exchange of transaction data. It is also being implemented in a vendor managed inventory project using third-party logistics. TIBCO’s enterprise portal solution feeds real-time and personalized company, business unit, and product performance information to Seagate employees. TIBCO’s solution also powers a portal for partners and customers. TIBCO harnesses the Power of Now ® “When our customers submit a service request, they need answers and they need them immediately. TIBCO's business activity monitoring solution has enabled us to dramatically reduce initial response times, better track customer satisfaction levels, and generally become a more efficient organization.” —Don St. Onge, VP of customer support, TIBCO TIBCO SOFTWARE The leading independent business integration software company in the world Industry Geographies SOFTWARE GLOBAL Deployment Summary ■ TIBCO integrated several best-of-breed applications using its business integration solution ■ TIBCO’s business-to-business (B2B) solution enables the company to exchange data with its order fulfillment partner in real time ■ TIBCO’s business process management (BPM) solution automates new-employee provisioning and TIBCO™ BusinessFactor enables real-time monitoring of customer support activity ■ Using its portal solution, TIBCO built an employee portal—“insideTIBCO”—that provides a single point of access to critical enterprise data and internal applications Benefits Real-time transfer of data turns support calls into up-sell opportunities, which have enabled TIBCO to earn an additional US$2–3 million in the first year of implementation ■ ■ Process automation with order fulfillment partner shortens billing cycles by 15 days, enabling TIBCO to collect revenues faster ■ Real-time monitoring of customer support activities helps staff meet service level agreements (SLAs) and enables TIBCO to serve its customers more effectively ■ Employee portal increases employee productivity and enables delegation of content management, which has reduced demand for content management services from IT by 75 percent TIBCO Software Inc., a leading enabler of real-time business, offers a comprehensive array of integration solutions to help companies become more cost-effective, agile, and efficient. As TIBCO was implementing its best-ofbreed applications, including a PeopleSoft® application for the human resource information system (HRIS), an Oracle® application for enterprise resource planning (ERP), and a Siebel® application for customer relationship management (CRM), the company used its own solutions to integrate them—allowing TIBCO to realize the benefits of real-time data sharing across the enterprise and beyond. In addition to a three-phase integration project, the company implemented TIBCO’s business activity monitoring solution to optimize customer support activities, while the TIBCO enterprise portal solution was used to build the employee portal called “insideTIBCO.” HRIS integration saves money by making new employees productive fast When new employees are hired, information about them is entered into the PeopleSoft HRIS system. Previously, it would take as long as two weeks for that information to trickle into other systems, keeping workers from accessing the information and services they needed to do their jobs. Using its own integration solution, TIBCO quickly integrated its core applications, so new employees now have almost instantaneous access to information and services from systems across the company. “Before integrating our systems and processes, we had a typical HRIS nightmare,” says Marc Masnik, senior IT manager at TIBCO. “Now, within seconds of entering a transaction in PeopleSoft, the information appears in Oracle. A return on investment (ROI) study that we conducted showed that our increased efficiency in this area saves us approximately US$1,500 per new hire.” TIBCO also has used its business process management (BPM) solution to automate the process by which equipment and access are allocated, so new employees more quickly receive security badges, computers, office keys, and other essential items. “We used to send out an e-mail and hope everything happened, so the process could take as long as a week and things could easily fall through the cracks,” Masnik says. “Now the system knows who needs to do what and when. It’s standardized, we get metrics, and people are held accountable.” Better up selling generates millions in new revenue When TIBCO first deployed its new applications, customer order information in the Oracle system was not shared with the Siebel support system. As a result, TIBCO SOFTWARE SOFTWARE employees taking support calls were not aware of customer orders and entitlements recently entered in Oracle. Now, new information in Oracle is automatically shared with the Siebel system so support representatives always know exactly what products and services each customer owns—enabling TIBCO to turn support calls into up-selling opportunities. “We’re going to take care of our customers regardless of whether they have paid for a support service,” Masnik says. “But now, when a customer asks for Gold Level Support but doesn’t own it, we are aware of that and can sell the support. Our ROI study showed that we earned US$2–3 million in up selling and savings on support in the first year we went live with this project.” Rapid order fulfillment shortens billing cycles Previously, when a product was purchased, a series of manual and paper-based steps had to be performed before customers could download the products they had purchased. Because of this timeconsuming and error-prone process, the electronic delivery process typically took up to two weeks. “Now, our B2B integration solution instantly transmits orders to our fulfillment partner through simple object access protocol (SOAP) Web services. The system is extremely fast—the first time we used it, we thought it was a mistake because the order appeared on the other side so quickly!” Masnik says. Giving customers the ability to download a product as soon as they purchase it works well for customers and for TIBCO. Streamlining the fulfillment process from days to minutes has increased customer satisfaction and reduced TIBCO’s billing cycles by a full 15 days. Monitoring improves efficiency of customer support TIBCO implemented its business activity monitoring solution to enable the company’s support group to monitor traffic and key performance indicators related to inbound support requests. The status of these requests is displayed on a large-screen monitor in the support department, providing up-to-the-minute updates on all incoming service requests. “When our customers submit a service request, they need answers and they need them immediately,” says Don St. Onge, VP of customer support at TIBCO. “Real-time monitoring of service requests is critical to being responsive and achieving a high level of customer satisfaction. TIBCO’s business activity monitoring solution has enabled us to dramatically reduce initial response times, better track customer satisfaction levels, and generally become a more efficient organization.” TIBCO portal optimizes employee productivity TIBCO’s intranet evolved as a series of disparate Web sites run by individual departments—which made it difficult for employees to access information and services in a timely manner. Deploying a central employee portal has increased productivity by giving employees a single point of access to critical enterprise data and internal applications. The portal maximizes the company’s enterprise software investments and centralizes IT administration. The solution’s content management capability has allowed IT to delegate content publishing and maintenance to individual departments, eliminating IT bottlenecks and enabling real-time updates of portal content. “Our employee portal, called ‘insideTIBCO,’ has enabled us to create a collaborative, community-based work environment for sharing and storing critical business knowledge,” says Steve Fister, corporate Webmaster at TIBCO. “The solution’s built-in content management capability has reduced the time that IT spends managing content by 75 percent so we can spend more time on critical projects.” Stable, standardized TIBCO solutions provide solid platform for growth TIBCO’s own integration solutions have provided the company with the opportunity to standardize on one solution and monitor it effectively. The platform supplies both stability and flexibility. “TIBCO offers the technologies that enable companies to grow, move forward, and build on what they have,” Masnik says. “TIBCO's solutions provided us the tools we needed to realize our long-term vision of becoming a real-time business.” TECHNOLOGY Solutions Summary TIBCO Software Inc., a leading enabler of real-time business, offers a comprehensive array of integration solutions to help companies become more cost-effective, agile, and efficient. As TIBCO was implementing its bestof-breed applications, including a PeopleSoft application for HRIS, an Oracle application for ERP, and a Siebel application for CRM, the company used its own solutions to integrate them— allowing TIBCO to realize the benefits of real-time data sharing across the enterprise and beyond. In addition, the company implemented TIBCO’s business activity monitoring solution to optimize customer support activities, while TIBCO’s enterprise portal solution was used to build the employee portal called “insideTIBCO.” TNT LOGISTICS T R A N S P O R TAT I O N / L O G I S T I C S TNT Logistics delivers supply chain access using TIBCO's portal software “TIBCO’s architecture was a very close match to our existing architecture. Within two weeks, we were able to unplug our messaging infrastructure and plug in TIBCO. We also liked the fact that TIBCO was more than a messaging company, and they had a vision for EAI, process automation, B2B technologies, and a portal solution.“ —Terry Tutt, senior manager and enterprise architect, TNT Logistics, North America TNT LOGISTICS A leading provider of supply-chain management and distribution support solutions to companies in the automotive, retail, electronics, utilities, telecommunications, consumer goods, heavy machinery, and rail industries Industry Geographies T R A N S P O R TAT I O N / LOGISTICS GLOBAL Deployment Summary ■ New system replaces proprietary supply-chain management system ■ Platform seamlessly integrates proprietary systems based on disparate operating systems ■ Web-based portal allows customers and partners secure, personalized, “anywhere, anytime” access to supply chain ■ Solution encompasses messaging, enterprise application integration (EAI), process automation, partner management, and portals from a single vendor Benefits Real-time demand chain handles more customers more rapidly ■ ■ Solution preserves previous IT investments ■ Messaging solution improves scalability and reduces server bottlenecks ■ Open architecture offers portability to multiple platforms ■ Portal access gives customers and partners improved visibility into the supply chain TNT Logistics, North America Inc., provides logistics support for some of the most demanding manufacturers in the Fortune 500. From its operations center in Jacksonville, Florida, TNT Logistics provides both real-time inbound supplychain support and outbound distribution support for a wide range of companies, including DaimlerChrysler, Ford, General Motors, Goodyear, Hewlett-Packard, Home Depot, John Deere & Company, and Union Pacific. TNT Logistics’ range of services includes transportation, warehousing, subassembly, and inventory control—virtually all aspects of supplychain management. Thanks to its expertise in supply-chain management, TNT Logistics was able to construct its own supply-chain management system more than seven years ago. Vector 21, a real-time transportation and warehouse management system, was written in C++. Its real-time supply-chain architecture uses the Microsoft® Windows NT® operating system to interconnect a Microsoft SQL Server 2000 database; a proprietary event engine and tracking application; an IBM® eServer™ iSeries™based enterprise resource planning (ERP) suite to handle warehouse management, financials, and accounting; and a transportation manager/transportation optimizer to manage dynamic shipments and other carriers. System architects at TNT Logistics designed the system using a hub-and-spoke model: a distributed client base running applications from a central server. A proprietary messaging system was responsible for exchanging real-time transaction information between the server and the clients, so users had up-to-the-second information about the status of deliveries, shipments, inventory, and related supply-chain activities. The Vector 21 system tracks execution at all stages of the supply chain, using realtime messaging to reconcile events and milestones received from a variety of sources such as electronic data interchange (EDI), interactive voice response, and wireless devices. These messages can also trigger events such as “proof of delivery” for the transportation system or invoices in the ERP systems. The challenges facing the Vector 21 architects were scalability and portability. As the company added more systems to its infrastructure, the server became a bottleneck—the existing messaging system simply could not scale to handle the increase in traffic. In addition, the entire messaging infrastructure was written in C++, which made it difficult to develop interfaces for other platforms. “Our system was in danger of becoming overextended,” says Terry Tutt, senior manager and enterprise architect at TNT Logistics, North America. “We had reached the limits of the architecture and our proprietary infrastructure, so we were at a decision point.” TNT LOGISTICS T R A N S P O R TAT I O N / L O G I S T I C S Supply-chain experts turn to an integration originator Because developing real-time messaging was not part of the TNT Logistics core competency, the system architects elected to abandon their proprietary messaging software and seek a third-party solution to power the Vector 21 supply-chain management system. TNT Logistics needed a new, standards-based solution that was scalable, extensible, and sufficiently open to integrate with a multiplatform global supply-chain infrastructure. First, TNT Logistics evaluated real-time messaging solutions from various vendors. System designers realized they needed a solution that could go beyond Java™ Message Service and support legacy C++ applications, as well as the IBM OS/400® operating system, and the Microsoft Windows NT operating system. TNT Logistics turned to TIBCO Software Inc., a leading enabler of real-time business. “TIBCO’s architecture was a very close match to our existing architecture. Within two weeks, we were able to unplug our messaging infrastructure and plug in TIBCO,” Tutt says. “We also liked the fact that TIBCO was more than a messaging company. TIBCO had a vision for EAI, process automation, business-to-business (B2B) technologies, and a portal solution.” Integration sets stage for expansion TIBCO’s business integration and business optimization solution meets TNT Logistics’ real-time messaging demands and provides a common platform to exchange data from the central server without creating a bottleneck. By integrating its supply-chain infrastructure using an open, real-time messaging platform, TNT Logistics was able to preserve investments in its legacy systems—including those proprietary applications written in C++—and establish a foundation for future expansion. By clearing the real-time messaging logjam, TNT Logistics increased system capacity to handle more customers. And by adding a secure Web portal, partners, customers, and other business units can access TNT Logistics’ supplychain systems anytime, from anywhere. Now that TNT Logistics has a real-time infrastructure in place, the company stands head and shoulders above the competition in terms of its supply-chain support capability, and its ability to support vertical and horizontal supplychain networks. Secure portal links customers, employees, and partners TNT Logistics’ next step was to extend the integrated system worldwide through a Web-based portal. Using TIBCO’s enterprise portal solution to power MyVector.TNTLogistics.com, TNT Logistics can deliver a personalized, secure supply-chain database to customers, employees, and partners anytime, from anywhere. “We looked at other solutions, but were heavily weighted toward TIBCO because of our favorable experience with TIBCO’s business integration solution and because we wanted to limit the number of vendors we had to deal with,” Tutt says. “TIBCO gave us the solutions we needed.” TNT Logistics North America is now working with other TNT Logistics global divisions throughout Asia and Europe to train them to use Matrix TNT Supply Chain Technologies™. The company continues to grow its logistics support infrastructure and creates B2B interfaces with new TNT Logistics customers to provide better support as it grows. TECHNOLOGY Solutions Summary TIBCO’s business integration solution replaces TNT Logistics’ proprietary messaging software and seamlessly integrates proprietary systems throughout the infrastructure to power the supply chain management system. The real-time supply chain handles more customers more rapidly, improves scalability, and reduces server bottlenecks. The open nature of TIBCO’s solution enables TNT Logistics to utilize multiple disparate platforms and preserve its previous technology investments. TIBCO's enterprise portal solution is a Web-based portal that allows customers and partners to have secure, personalized, “anywhere, anytime” access to the TNT Logistics supply chain, providing the benefits of greater visibility to all involved. T- S Y S T E M S COMPUTER SERVICES TIBCO portal helps raise T-Systems productivity and cut cost “Having a single portal for T-Systems employees helped us to build a consolidated corporate identity and enabled collaboration from any location—which effectively supports our international growth objectives.” —Ellen Walther-Klaus, senior EVP of Web enabling and relationship management, T-Systems T- S Y S T E M S I N T E R N AT I O N A L A leading provider of information and communications technology solutions and services Industry Geographies COMPUTER SERVICES GLOBAL Deployment Summary ■ The portal enables employees to sign in once so they can efficiently interact with the applications they use to perform their jobs ■ Employees can completely personalize their view of information and interfaces to meet their work requirements and personal preferences Benefits ■ The new portal increases employee productivity by providing fast and easy access to the applications employees use to perform their jobs ■ ■ Employee access to more complete and timely information improves customer service and decision making The portal also improves efficiency by enabling geographically dispersed employees to collaborate, eliminating duplication of effort T-Systems International GmbH is one of Europe’s leading information and communications technology (ICT) service providers. The company is a whollyowned subsidiary of Deutsche Telekom, and is responsible for the delivery of leading-edge IT and telecommunications solutions to the group’s largest customers. It plays a key role in Deutsche Telekom’s core business and is a stable source of group revenue. T-Systems’ service portfolio includes the integration of new ICT solutions into existing systems; the implementation and operation of desktop systems, data centers, and networks; as well as telecommunications products and services for international carriers. T-Systems creates value for its customers by optimizing IT systems and building communication infrastructures that improve efficiency, but the newly created company had a few inefficiencies of its own to overcome. The two companies that had merged to produce T-Systems each had business units around the world—and their incompatible IT infrastructures did not facilitate employee collaboration and information-sharing. “T-Systems wanted to improve the capability of employees to collaborate— especially geographically dispersed teams—and improve the quality and availability of data,” says Bernd Brand, senior partner manager, who is responsible for project requirements and conception. “We saw that we needed an open, modular, standards-based portal platform to provide role-based security with single sign-on capability, content management, and personalization services that would give workers convenient access to information and applications, Web-based or not,” says Brand. “TIBCO’s portal software is flexible, easy to use, and supports open standards. The total cost of ownership for deployment, operation, and support was good, and so was the time frame to deploy TIBCO’s software,” adds Ellen Walther-Klaus, senior EVP of Web enabling and relationship management at T-Systems. TIBCO enables advanced document and content management The portal integrates applications and provides employees with an integrated, personalized set of real-time content and interactive services. Employees are now able to search for information more efficiently—and the content retrieved from these searches is more likely to be up-to-date than in the past. TIBCO’s portal software also enables employees to manage and post Web content using standard templates created by the IT department. This process improves the quality as well as the quantity of Web content. T- S Y S T E M S COMPUTER SERVICES Better communication and collaboration saves money by increasing productivity Within the portal are different communities in which employees who perform similar functions can share documents and access related services. For example, the sales community has access to a customer relationship management (CRM) application and the latest proposal templates, while employees who are engaged in the e-government project receive online subscriptions from the European Union in Brussels. The portal also supplies efficient project management tools, records, and archives that help departments at T-Systems with project tracking. People who work on different teams—even those located in different regions around the globe—can more easily communicate about projects, focus on scope, avoid duplication of efforts, and create synergies. “Having a single portal for T-Systems employees helped us to build a consolidated corporate identity and enabled collaboration from any location—which effectively supports our international growth objectives,” WaltherKlaus says. TECHNOLOGY Solutions Summary TIBCO’s portal software provides a standards-based platform that integrates applications and systems and offers a single, convenient point of access to information, applications, and services. The portal simplifies document version control and content management, improving the quality and timeliness of available data. The portal aids communication and collaboration, enabling even geographically dispersed teams to work more productively and manage projects efficiently. UTi WORLDWIDE T R A N S P O R TAT I O N / L O G I S T I C S TIBCO gives UTi Worldwide the agility to compete effectively “Integration is not a new concept to TIBCO, so the technology is very stable. TIBCO treats each customer as though you are the only customer. You see that everybody at all levels wants to make you successful. We believe our TIBCO®based EAI platform will enable us to implement our business strategies by making us more agile and more responsive to customers’ needs.” —Linda Bennett, senior vice president and CIO, UTi Worldwide UTi WORLDWIDE An international, non-asset-based supplychain management company providing air and ocean freight forwarding, contract logistics, customs brokerage, and other logistics-related services Industry Geographies T R A N S P O R TAT I O N / LOGISTICS GLOBAL Deployment Summary ■ ■ UTi uses TIBCO’s business integration software to implement an improved supplychain tracking system for customers The company migrated its Oracle®-based intranet to TIBCO’s portal software and deployed a new portal for 10,000 employees within four months Benefits ■ The solution enhanced agility and enabled UTi to deliver end-to-end custom solutions to its customers faster and more efficiently ■ Portal software reduced the amount of effort required to deliver new intranet pages and functions to users by up to 85 percent UTi Worldwide Inc. is a supply-chain management company that provides freight forwarding, contract logistics, customs brokerage, order management, and other logistics-related services to customers around the world. Operating from more than 430 offices in 130 countries, UTi optimizes its customers’ supply chains to help these companies work more productively and costeffectively—enabling them to compete more successfully in a global marketplace. Two years ago, UTi examined its competitive landscape and revised its business strategy. The company decided to improve its agility, including its ability to quickly develop and deliver custom solutions for its customers. UTi realized that it would need to upgrade its IT architecture to better support the integration and modification of applications across its business, so at the core of this plan was the need for enterprise application integration (EAI) software. “The EAI platform plays a significant strategic role, which we believe will enable us to leapfrog our competition,” says Tom Wilkinson, vice president of global IT applications. “We will use TIBCO to build an entirely new supply-chain tracking application that will provide the agility we need to supply customizable services for our customers.” TIBCO delivers business agility and responsive services Selecting an EAI vendor that could provide such agility was critical. At the same time, UTi also decided to migrate its Oracle-based employee portal to TIBCO. UTi evaluated EAI and portal offerings from several vendors, including IBM, Oracle, Open Text, BEA Systems, webMethods and Plumtree, and TIBCO. “TIBCO scored high in agility, customization, and speed. Most of the vendors took several weeks to complete a proof of concept, but TIBCO completed all of the requirements in just six days,” says Linda Bennett, senior vice president and CIO at UTi. “The functionality that enabled them to perform so quickly and efficiently is exactly what we needed to serve our customers in the best way.” UTi selected TIBCO for both its EAI and employee portal projects. “TIBCO provides a broad set of software, including EAI, portal, and business process management. The products are very integrated and highly stable technologies, which helps us build a very robust platform,” says Dave Luce, vice president of global IT architecture at UTi. “It makes a big difference to look at the full suite rather than piecemeal components of it.” The company deployed the portal for its 10,000 employees within four months with the assistance of the TIBCO Professional Services Group (PSG). “One of the smartest moves we made was to work with TIBCO Professional Services Group,” Wilkinson says. “Their tremendous competence and product knowledge helped us to see solutions that we otherwise would not have recognized. They have been highly responsive and incorporated a large percentage of our UTi WORLDWIDE T R A N S P O R TAT I O N / L O G I S T I C S requests and recommendations into roadmaps for future product releases. TIBCO has really demonstrated—all the way up to the top of the organization— dedication to making us successful.” Powerful TIBCO portal software saves time by reducing the need for coding With TIBCO’s portal software deployed, the IT department at UTi was able to take advantage of powerful capabilities such as an integrated Verity® search engine, Jive® discussion-forum software, and a content management system. The integrated content management functionality helped satisfy a long-term strategic goal at UTi of freeing IT resources by making users more self-sufficient. “Until recently, IT was responsible for pushing all content into the portal,” Wilkinson says. “TIBCO gave us an efficient way to off-load content management to content owners. TIBCO also enables users to customize their home pages so they can access frequently used content and links. By providing the search capability that we didn’t have before, this portal implementation increased the productivity of our employees significantly.” The functionality of TIBCO’s portal software helps employees work more efficiently, which improves the quality of customer service. Wilkinson anticipates that content on the UTi intranet will triple within the next six months and the improvements in customer interactions will accelerate. TIBCO’s portal software also has enabled IT to create templates for different types of content areas so that developers and users can create new Web pages or sections on the intranet with minimal effort. “In the past, building a new functional area within the portal required developers to write a lot of code,” Wilkinson says. “TIBCO saves us a tremendous amount of time because now we can reuse templates for similar sections or pages. Team members reported up to an 85 percent reduction in effort to deliver new intranet pages and functions to users. As a result, we are able to be much more responsive to our user community.” TIBCO streamlines interactions between UTi and its customers The ongoing EAI project will provide visibility into different business silos—such as warehousing, distribution, and freight forwarding—and enable UTi’s customers to track their goods as they move around the globe. “Very few UTi competitors are able to provide these services to their customers,” Wilkinson says. The improved tracking capabilities are expected to improve customer service and increase revenue growth as well as operational efficiency. In addition to business integration and portal software, UTi uses TIBCO’s business process management software to improve the customer experience. One of the first uses of TIBCO’s process management software was the automation of customer request management. TIBCO’s software determines which office, manager, and resource should be alerted for each request and ensures that issues are prioritized correctly and resolved in an appropriate time frame. Wilkinson is pleased by the great flexibility and numerous options for growth and improvement that TIBCO products and services provide. The company is currently deploying a customer relationship management (CRM) application using TIBCO and plans to migrate its other critical applications, including enterprise logistics management systems, to the new platform. “TIBCO has really changed the way our development staff looks at IT,” Wilkinson says. “We are no longer limited to solving issues by writing code. TIBCO has enabled us to be very creative and multifaceted in our approach to problems because we can use TIBCO tools in different ways to solve our issues. We’re very pleased with the agility and competitiveness that ability gives us.” TECHNOLOGY Solutions Summary TIBCO’s business integration software enables UTi Worldwide to deliver customized supply-chain solutions to its customers faster and with more flexibility. The software provides visibility into different silos, such as warehousing distribution and freight forwarding. TIBCO’s business process management software coordinates the customer service request management process to improve the customer experience. TIBCO’s portal software helps reduce developer coding efforts by up to 85 percent and enables users to selfsufficiently publish content to the portal and personalize their own home pages. http://www.tibco.com