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Cloud-based customer facing ecosystem & legacy migration

Look at the clouds! That one over there looks like a storage system. And that one over there must be a server!

Wait, is that a flexible pricing model where you only pay for what you use?‍ That is correct. In our mind, a cloud strategy is one of the building blocks for a successful ecosystem.

For this long-term, top secret (we swear, they are not made up!) client, it started with a cloud-based platform to deliver their product which evolved into breaking out many back office systems from legacy platforms and moving them into the cloud.

Initially, the company wanted a robust customer-oriented platform to manage customer transactions and communications. Among other things, the platform would provide capabilities for end-user billing, electronic invoice distribution, end-user payment (including smart auto-pay options), and centralized communication between themselves, their customers, and end-users. We designed, developed, and continue today to operate and support a customized cloud-based ecosystem - entirely based on customer needs. In figures:

  • The account-based customer facing part of the ecosystem now has over 270k registered users (and growing).
  • More than 300k communications processed through the platform, growing by 10-15k per month.
  • Approx. 500k invoices issued electronically.
  • Over 1 million payments processed. The ecosystem continues to expand, one recent addition being a custom document rendering platform which automates the generation of PDF copies of invoices for physical printing, electronic distribution and record-keeping. The platform has many advanced features allowing intelligent sorting and grouping, scheduling and generation of documents based on more than 30 templates in 20+ languages and many different currencies.

All solutions are developed with a focus on convenience and ease of use for the end user and our customer. In addition, they are designed so that all functions can be easily expanded in the future - as the customer's needs grow. More concretely, this means that we will be able to easily improve things like automation, application of machine learning, workflow management and personalized metrics and dashboards.

The platform forms a central part of performing billing, payments and communication processes that were previously manual and dependent on legacy systems.

In figures:

  • Electronic distribution of invoices to account holders lead to a > 50% cost reduction compared with invoices handled in the “traditional” way.
  • On average a 40% processing time reduction (due to automation and improved workflows) in processing of communications.
  • Full automation of document rendering freeing up approx. 30% of FTE time for more valuable tasks while also lowering distribution costs due to better sorting and grouping.
  • Decreasing dependency of legacy ERP system allowing the business to be more flexible and provide more modern products and integrations.