Business processes: SOA accelerates customer service


The Saarbrücken-based manufacturer wants to put its customer service organization on a new footing by building a service-oriented architecture (SOA). The aim of the project is to optimize the processes in service management and the supporting IT infrastructure. "SOA, as an enabler of innovative business processes, is the right tool for our service management, " said Falko Lameter, Head of IT Organization at Kaeser.

The IT manager strives for a system that works across several of the SAP modules used. By orchestrating standardized SAP services, new business processes can be implemented more efficiently and quickly adapted to changing market requirements, he explains. For example, using standard services from SAP NetWeaver, it would be possible to eliminate cumbersome transaction changes between the SAP applications Customer Service on the one hand and Sales and Distribution on the other. This accelerates the overall process of service provision, which brings advantages in particular in the area of ​​troubleshooting.

Kaeser Kompressoren employs more than 3000 employees in more than 70 countries. When implementing the SOA strategy, the manufacturer of IDS Scheer can be supported. The BPM specialist (Business Process Management) has developed a consulting method that will guarantee customers a process-oriented approach.

More about SOA and BPM in the CW expert blog SOA meets BPM.