Operations and Research Success Stories

lazerspot

Intranet Portal and Forms Automation

Client Profile

Industry leader in third-party yard management services.

Situation

Company had manual, paper based, error prone safety, compliance, and financial processes that needed to be standardized and automated in order to reduce errors, increase productivity, and enable reporting to support business growth.  

Solution

Office 365 Intranet available to hundreds of sites and thousands of users across the US.  Mobile and desktop forms available to thousands of resources and centralized workflow.  Simplified form completion (mobile phone), submission and automated workflow, routing, document generation and archival improved overall efficiency, compliance, and near real-time reporting.  

Business Benefits

  • Increased data integrity
  • Simplified and standardized forms 
  • Mobile enabled forms and submission
  • Automated document generation
  • Improved long-term archival and compliance management 
  • Significantly reduced new client onboarding time
panasonic

Panasonic Trove Development Project

Client Profile

Panasonic is one of the largest product manufacturers in the world, comprised of 473 companies and employing over 260,000 people. They also own one of the world’s largest patent portfolios. And while some may still think of them merely as a consumer electronics company, they are a global provider of comprehensive solutions for businesses as well as consumers — solutions for your home, your work and when you travel.

Situation

Panasonic was using Salesforce with SpringCM for contract management and wanted to move to using SharePoint online. They were looking for a solution specific to SharePoint online and Office 365 (not other products like Box, Dropbox, etc). They found Trove on the AppExchange and needed some critical customizations to enable key workflows.

Solution

Panasonic leveraged a free product from ThreeWill called Trove. The product worked well out of the box, but they needed a couple of customizations in order for it to work with their specific scenarios. We made those customizations at a reasonable cost. In addition to that, we helped migrate the content from SpringCM to SharePoint.

Business Benefits

Panasonic was able to save the annual reoccurring cost of the SpringCM license fee. This easily justified the cost of the project and will provide future savings as well. They also now get all the enterprise content management features that are a part of SharePoint, improving collaboration on the contracts with groups within Panasonic.

Integration with Service Cloud

Customer Support Site Integration with Service Cloud

Client Profile

Global information services company serves the legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare markets. They operate in over 150 countries and have over 19K employees.

Situation

The client’s Service Excellence organization was planning to implement the Salesforce Service Cloud solution for their customers and Service Excellence and Sales teams.  The Service Cloud solution would provide new functionality for submitting, updating and viewing Customer Cases as well as provide a new Knowledge base to support all of the client’s call centers.  As a result of this new Service Cloud implementation, the site would need to be integrated with Service Cloud to support customers creating, updating and viewing of support Cases and to allow customers to search the new Service Cloud Knowledge base.

Solution

By leveraging the client’s Enterprise Service Bus (ESB) and the Service Cloud API’s, ThreeWill was able to provide employees and customers with access to Service Cloud Cases ands Knowledgebase via the Support Site.  This included supporting a phased rollout of Service Cloud which meant supporting different back-end service applications for Cases and Knowledgbase for each call center.

Business Benefits

The client now has a fully implemented and integrated Service Excellence platform, Salesforce Service Cloud integrated with the client’s Support Site, for their customers and employees.  This enabled the client to move to a cloud-based solution for their Service Excellence team, yet preserving the UX for the customer who accesses Cases and Knowledgebase information via the Support Portal.


Operations

The outcome of Business operations is the harvesting of value from assets owned by a business. Assets can be either physical or intangible. An example of value derived from a physical asset, like a building, is rent. An example of value derived from an intangible asset, like an idea, is a royalty. The effort involved in “harvesting” this value is what constitutes business operations cycles.

Business operations encompass three fundamental management imperatives that collectively aim to maximize value harvested from business assets (this has often been referred to as “sweating the assets”):

  • Generate recurring income
  • Increase the value of the business assets
  • Secure the income and value of the business

The three imperatives are interdependent. The following basic tenets illustrate this interdependency:

The more recurring income an asset generates, the more valuable it becomes. For example, the products that sell at the highest volumes and prices are usually considered to be the most valuable products in a business’s product portfolio.
The more valuable a product becomes the more recurring income it generates. For example, a luxury car can be leased out at a higher rate than a normal car.
The intrinsic value and income-generating potential of an asset cannot be realized without a way to secure it. For example, petroleum deposits are worthless unless processes and equipment are developed and employed to extract, refine, and distribute it profitably.
The business model of a business describes the means by which the three management imperatives are achieved. In this sense, business operations is the execution of the business model.

Research

Research comprises “creative work undertaken on a systematic basis in order to increase the stock of knowledge, including knowledge of humans, culture and society, and the use of this stock of knowledge to devise new applications.” It is used to establish or confirm facts, reaffirm the results of previous work, solve new or existing problems, support theorems, or develop new theories. A research project may also be an expansion on past work in the field. To test the validity of instruments, procedures, or experiments, research may replicate elements of prior projects, or the project as a whole. The primary purposes of basic research (as opposed to applied research) are documentation, discovery, interpretation, or the research and development (R&D) of methods and systems for the advancement of human knowledge. Approaches to research depend on epistemologies, which vary considerably both within and between humanities and sciences. There are several forms of research: scientific, humanities, artistic, economic, social, business, marketing, practitioner research, etc.

Danny RyanOperations and Research Solutions