rap-X Case Studies

Sun Microsystem's Managed Services Division has selected rap-X as its customer facing "ticketing" system.

Sun uses a Business Process Management platform to orchestrate processes involving multiple systems. rap-X's SOAP APIs were used to ensure that the customer facing "ticketing" system correctly reflects what is happing internally within the Sun support process.

For example, customer "tickets" are automatically added into rap-X by Sun's workflow software when requirements are identified in the customer environments. And then the workflow system updates rap-X as they progress along the workflow processes to completion.

Vince Sheffer, Lead Architect for the project, stated "we needed a customer facing ticketing system that runs on our infrastructure (Sun's Application Server and Oracle 10g), is easy for us to integrate with our core workflow system, and which customers find easy to use. rap-X fitted this requirement better than any other system we evaluated."

ING Bank's Network Management Unit ( www.ing.com/group/i ) manages a network of Agent Banks in over 100 markets. rap-X is used internally to manage the flow of enquries between operational staff and network managers spread around the world. Depending on customer and/or market, rap-X automatically allocates each enquiry to the appropriate network manager.

SupplierSelect develops a web based system for managing tenders, RFPs and general supplier evaluations.

SupplierSelect has integrated rap-X closely into their website, providing branded Custom Views for discussion forums and helpdesk functions. All SupplierSelects internal development team use rap-X to manage bugs and change requests to the source code.

Emagine Internationa l( www.emagine-int.com ) is a leading provider of closed loop marketing solutions for the "business to consumer" sectors. Their marketing applications help reduce churn, increase retention and loyalty, and facilitate ways to cross-sell and up-sell. Customers include some of the worlds largest telephone companies.

After an extensive evaluation, Emagine's review team unanimously selected rap-X from a short list that included IBM's Rational, and TechExcel's Devtrack.

Chorus Systems ( www.chorussystems.com ) is a leading provider of Autonomic systems management solutions. With an aggressive product development schedule and a rapidly growing customer base, Chorus needed a system to formally manage customer issues and new development requests.

"We have over 20 people in our development team and a growing user base. We needed a support solution that was every bit as proactive as our own automation products. Today everything is logged, prioritized and managed via rap-X. As a result, we can offer extremely responsive support." Said Jaye Whitmire, manager of Customer Support services at Chorus.

" I definitely recommend rap-X to any software company "

Sienna Technologies (www.sienna.com.au) has won numerous awards for providing solutions in the areas of Electronic statement delivery, Electronic payment processing, Electronic bill presentment, Clearing and settlement, Smartcard, and EDI. Sienna was the first Australian software company to have its Electronic Bill Presentment (EBP) product certified with BPAY View, and its products are used by leading financial institutions throughout Asia Pacific..

"Banks use our products to allow their customers to make and track payments online. We use rap-X to allow our customers, the banks, to make and track the progress of their requests to Sienna online." says Peter Hatcher, Sienna Sales Director.

"Banking customers, such as Reserve Bank of Australia, ANZ Bank, and Macquarie Bank, expect high quality service from their software suppliers. rap-X helps us to make our excellent provision of service highly visible".

Sales Management Resource International (SMRI) (www.salesmanagement.com.au) is a leading Australian sales management organisation. SMRI provides a range of sales resources and support initiatives for large and small businesses with a need to improve sales profitability and team performance. SMRI is using rap-X questionnaires to perform post-training assessments and continuous "eLearning" over the internet.

"Everyone that attends our training courses will be required to complete online "assessments" that are automatically scored. Post training assessments ensure that they have learned the course work, and provides quantifiable results to the companies that have paid for them to attend" says Craig Gibbs, SMRI Managing Director.

"Post-training assessment via the internet is a huge opportunity to training companies. It provides an additional service to offer customers that can be delivered on an on-going basis."

ZAPTech (www.zaptechnology.com) is a provider of Business Intelligence software and sells direct in Australia, and via resellers overseas. "On-line communication of product issues and requirements is mandatory to support overseas customers and distributors" says Mathew Lingard, CEO.
"We have always recognized the value of working closely with our customers. rap-X is going to enhance our understanding of customer needs and provide us with profitable collaboration opportunities."

"The initial purpose of rap-X was an on-line helpdesk. But we quickly recognized the benefits of customer voting, on-line questionnaires, and shared funded development proposals. Rap-X will also allow us to work collaboratively with customers across all time zones." said Scott Thomas, Managing Director of Surity, a supplier of Document Management applications, and web based Project Management Information Systems and Tools (www.surity.net).

Thomas Murray (www.thomasmurray.com) is the pre-eminent provider of advice on custody issues to the wholesale and institutional investment community. To date, Thomas Murray has managed custody reviews involving over US$1.8 trillion of assets. TMT provides IT support and development to business units of Thomas Murray and to external clients such as Bank of New York, Bank of Bermuda and Deutsche Bank. TMT is successfully using rap-X to deliver customer service.

TMT are automatically notified by rap-X as users in divisions of Thomas Murray and their customers enter requests on-line via rap-X at the TMT web site. TMT uses rap-X to track these requests and automate the delivery of resolutions. Similarly, TMT is using proposals to announce new prospective offerings, to assess user demand and capture user commitments prior to commencing projects.

Laculine Limited (www.laculine.com) is an internet consultancy that designs, builds, and supports applications for customers to use over the internet.

Laculine specialises in initialising and managing cross-border development groups to deliver applications to customers. Laculine uses rap-X extensively to manage a complex set of resource and client interdepencies - where one employee may be working on multiple projects for multiple clients.

Silvon Au started as the Australian subsidiary of Silvon Software Inc, a Chicago USA software company. Silvon Au is now a wholly independent consulting company that distributes, sells, services, and supports Silvon Inc.'s Business Intelligence applications.

Silvon Au uses rap-X to manage customer service to more than 50 of Silvon's customers in Australia, New Zealand, and Asia Pacific region.