The consumerisation of IT and the Internet of Things mean businesses today face more pressure than ever to perform faster, better, and at lower cost. Customer loyalty is threatened by the ever widening choice of service providers and places to buy goods making the customer experience every businesses number 1 priority.
ECS Digital is a trusted partner of many of the leading edge application and automation technology vendors such as Docker, Puppet Labs, Amazon Web Services, CloudBees, Automic and jFrog. These partnerships alongside our experience of delivering innovative solutions to customers in all sectors around the world for over 10 years makes us your ideal partner. We are technology and vendor agnostic allowing us to use our knowledge of real world performance in different scenarios, coupled with your requirements, to recommend the solution that is fit for purpose for you.
Our team have broad and diverse backgrounds in DevOps strategy and most importantly share our passion for helping our customers meet their goals. We focus on reality and not fantasy ensuring our solutions deliver the benefits that were promised, on time and on budget.
When Apple launched their new iPhone series a few years ago, customers were required to change SIM formats, from micro to nano. Our client handled these requests via their website and phone calls, which were then submitted through the same web form. The requests were handled by an offshore team, and it took around 24 hours for the SIM swap to be registered.
One of their competitors, however, was offering the same service with a turnaround time of less than a quarter of our client's. The reason for this was their process: it was highly manual, and involved information continually being read and re-keyed into different systems. The sheer volume of data being processed, as well as the high chance for duplication due to the nature of manual processing, meant that errors were frequent.
Our solution was to automate business processes throughout the organisation with the goal of drastically reducing the time it took for these requests to be processed. The web form output is now processed automatically, and the data is then sent on to a central database. The retrieval of all the relevant subsets of data is fully automated, as well as updating downstream systems as well as the central database with any output as the process is in progress. After our implementation, the entire workflow was automated with not a single point of manual input.
The resulting elimination of duplicate submissions, as well as the radically improved efficiency of the overall submission process reduced the turnaround time of a SIM swap from 24 hours to under 10 minutes – that's 144 times faster than the time it took before implementation, and 36 times faster than their competitor!