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Our Case Study database tracks 22,657 case studies in the global enterprise technology ecosystem.
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ASML: Accelerating Microchip Testing with Google Cloud
ASML, the world’s leading producer of photolithography machines essential for microchip manufacturing, was facing a significant challenge in its testing process. The company's rigorous testing procedures, which are crucial due to the high cost of production delays and the potential for microscopic faults, were time-consuming. Engineers were provided with virtual machines for testing, run from an on-premises data center, but these could take a full day to return results. This delay was holding back the development cycle, as software engineers had to wait anywhere from two hours to a full day for test results, due to limited on-premises data center capacity. The demand for testing varied dramatically, depending on the number and scale of tests, making it difficult to manage with the existing infrastructure.
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Mocoh's Transition to Lower Carbon Emissions with CarbonChain
Mocoh, a Geneva-based company supplying essential energy and resources across Africa, was facing a significant challenge in managing its greenhouse gas (GHG) emissions. In 2021, the company had little to no visibility of the carbon footprint or intensity of its oil and oil product trades. Mocoh wanted to lead the way in identifying sources of carbon emissions across its supply chain and publishing its findings. The company recognized the importance of transparent information and collaboration with all stakeholders in the complex energy transition. However, to do this, Mocoh needed to start measuring emissions from across its supply chain. The goals were to inform regulators with data-led information, understand the scale and structure of emissions in its products and transaction logistics, identify opportunities to reduce carbon intensity, and proactively and transparently share data with stakeholders.
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Creating an Unrivaled Customer Experience with AI: A Case Study on Eurocell
Eurocell, the UK’s leading manufacturer, distributor, and recycler of UPVC window, door, conservatory, and roofline systems, faced a challenge in harnessing their vast amounts of data to provide customers with an unrivaled customer experience. They aimed to fully personalize every single customer touchpoint, improving their understanding of their customers and how they communicate with them through their digital channels and branch teams. This need intensified during the COVID-19 pandemic as their e-commerce sales rapidly increased. They recognized that artificial intelligence (AI) could empower them to deliver on their strategic goal, but needed help distinguishing between their diverse customer-base in their SAP data, and understanding how their data could be used to create AI models.
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Direct Marketing Solution
Marketing to prospects (direct mail, telemarketing, and email) is expensive. Targeting incorrectly can hurt your brand, leaving prospects feeling spammed. Traditional techniques are not very sophisticated, resulting in low response rates which in turn leads to high cost-per-lead/acquisition numbers.
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AxFina's Rapid and Compliant Migration to Azure
AxFina Holding S.A, an asset and loan servicer focused on Central and Eastern Europe, faced a significant challenge when it acquired Hungarian leasing company Lombard Lízing Zrt. The infrastructure of Lombard had reached the end of its life cycle and needed to be replaced within a few weeks. AxFina, with its ambition to innovate and scale, was also under pressure to meet regulatory requirements. The company had been hosting its IT infrastructure in Hungary with in-house datacenters, but this legacy system was nearing the end of support. AxFina needed an alternative solution that would not only significantly reduce costs but also support its growth across jurisdictions and product innovation. The company was looking at a potential expenditure of about 1.5 million Euros just in Hungary to replace the infrastructure.
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How Traditional Defenses Let Major Threats Slip through
As a global company with over 1,200 employees and 24 subsidiaries, KTR systems has a diverse and complex digital infrastructure to protect. With increasingly subtle and sophisticated cyber-attacks targeting every corner of the digital ecosystems, the IT team sought a new approach that could detect and autonomously respond to these threats.
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IGEL's Transition to Cloud-Based Workspaces with Citrix on Azure
IGEL Technology, a global provider of innovative and powerful thin client solutions, was looking to transition from a hardware manufacturer to a software provider. The company aimed to deliver complete solutions for software-defined endpoints, facilitating secure access to virtual and cloud-based working environments. IGEL's IT Manager, Tim-Oliver Felsen, believed that the future of IT workstations would be heavily reliant on cloud services due to their user-friendliness, flexibility, cost benefits, and efficient management. The company had previously relied on an external service provider that operated a Citrix infrastructure for most of its IT users. However, IGEL wanted to take the next step and transform its virtual workplaces into real Cloud Workspaces.
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MTC Becomes the Premier Source of Traveler Information for Efficiency and Choice
MTC desired a Next Generation 511 system that provided choice and efficiency in mobility for the 8 million residents, visitors and workers it serves, while leveraging the latest technology advances to reduce cost.
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HID Global’s Passive RFID Sensor TAGs Revolutionize GE Hydro's Generator Installations
GE Hydro, a subsidiary of GE Renewable Energy, provides solutions for hydropower installations, including machinery and equipment sensor integration, testing, measurements, and data interpretation. However, they faced a significant challenge in monitoring the conditions of their installations. Hydropower installations are located in severe environments, often with aging connections between the rotor poles that exhibit drastic temperature rises and cause unplanned failures in production. Traditional solutions like batteries, direct wired connections, infrared devices, and fiber-based temperature sensors were ineffective due to the harsh conditions, high radial accelerations, and the proximity of metal parts. Furthermore, the high speed of transit in front of the antenna, which can go up to 250 km per hour, posed additional challenges. Monitoring, collecting, and managing reliable data with a small RFID TAG was a major technical challenge due to the high currents and related electromagnetic fields inside the enclosure where the RFID chip in the generator is located.
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Ameren Callaway Plant's Transition to ICONICS GENESIS32 for Enhanced Data Access and Remote Maintenance
Ameren, Missouri’s largest electric utility, was faced with the challenge of replacing a legacy solution that was no longer supported after the year 2000. The company needed a new system that would provide remote access to inline chemistry analyzer readings, including numerical output and trend graphs. The previous system was limited, with live chemistry data only accessible on a few PCs that had the legacy software installed. Ameren also aimed to eliminate the mainframe from the plant, which was a significant goal for the company. The challenge was to find a solution that would not only replace the legacy system but also enhance the accessibility of live data to all personnel on site, provide pager alarm notifications to technicians, and allow for remote accessibility and single web page views.
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Cloud Migration: The Wallace Group's Journey to Efficiency and Cost Savings
The Wallace Group, a recognized geosystem expert in the Pacific Northwest, faced a significant challenge when their servers crashed in fall 2020. The crash highlighted the need for a more reliable and efficient system to manage their projects, create invoices, and process payroll. The company was also grappling with the challenge of effectively supporting their distributed workforce due to the COVID-19 pandemic. Their on-premises solution was not fully equipped to support their teams when they had to close their offices temporarily. The company was also burdened with the cost of maintaining in-house hardware, including the purchase of a new server every five years and the cost of outsourcing frequent and expensive system updates to their external IT vendor to keep their systems secure and up-to-date.
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Automotive Instrument Panel (IP) Intelligent Testing Equipment
Automotive special-shaped parts (engine camshafts, crankshafts, automotive interior parts IP, ID and other components) are characterized by irregularities, and difficulties such as reflective curved surfaces cause machine vision intelligent detection problems. The development of intelligent detection technology for such products in China is relatively slow. At present, more than 90% of the special-shaped parts production enterprises still remain in the manual visual inspection method. However, manual visual inspection is slow in detecting complex defects and has poor reliability (such as manual visual inspection of camshafts, skilled quality inspectors need 2-3 minutes per piece).
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Home Awareness with Chamberlain MyQ Garage
Chamberlain is the world’s largest garage door opener manufacturer. The company sells its products under several brand names and channels and is popular both for DIY and professional installations. After intensive market research among homeowners, Chamberlain confirmed a common usability issue that impacted a significant majority of its customers: the “U-Turn Problem”.A few minutes after leaving their home, most garage door opener owners experience a nagging worry about whether they closed their garage door. Many homeowners will actually turn their car around and drive back home just to double-check. Wanting to improve the consumer’s user experience with their products, Chamberlain’s connected garage door opener project was born. Chamberlain now markets their Internet-connected garage door openers as a “peace of mind” purchase and reports that their customers open the app an average of four times per week.
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Software Product Development for Masmovil: Streamlining Telecom Operations
MASMOVIL Group, the fourth largest telecommunications operator in Spain, was facing a challenge in extending its technological capabilities to build efficient and secure software products. The company needed to streamline its document management workflow and cross-selling to customers. The goal was to develop a solution that would ensure effective document management and build a cross-selling platform that would help their employees offer various tariff packages and discounts to their customers. The challenges included developing an intuitive UI using JavaScript (React), developing back-end for the Producto app with Java, ensuring the interaction of front-end and back-end through Apigee, building a Java project with Maven and Docker on the CircleCI platform, deploying applications to Kubernetes with the help of Helm, developing new microservices, designing Data Structures on the persistence layer, integration with an external CMS (Contentful), and working on improving the system’s performance.
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Vitality's Transformation into an Enterprise-Level Product with Sisense's Embedded Analytics
Vitality, a company focused on making buildings smart by analyzing IoT data for energy savings and risk mitigation, faced a significant challenge as it grew. The company's original plan involved building basic analytics into its platform. However, as the company expanded, customer demands for analytics quickly outpaced what Vitality could build in-house. The company realized it needed to purchase analytics capabilities to stay relevant to its customers. These capabilities needed to be seamlessly integrated into its proprietary platform, matching the look and feel of its software, and delivering an industry-leading user experience. Additionally, Vitality saw a huge potential for future growth by augmenting its powerful algorithms with industry-leading embedded analytics.
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Digital Transformation in Metinvest: Implementing OpenText Extended ECM for SAP
Metinvest Holding, a global steel and mining company, was facing challenges with its enterprise content management. The company needed to streamline its processes and chose OpenText Extended ECM, an SAP-endorsed solution, as its enterprise content management platform. However, implementing this solution and integrating it into the SAP environment was a complex task. The company's IT arm, Metinvest Digital, partnered with an independent OpenText integrator, N-iX, to help with the implementation. The main challenges included performing a comprehensive system audit, redesigning the tech infrastructure and solution architecture, analyzing and refactoring the source code, migrating users from the old system to the new one, and training users on how to effectively use the system.
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Lithuanian City Kaunas Leverages IoT and LoRa for Smart City Transformation
Kaunas, the second-largest city in Lithuania, is strategically located in the center of Europe, making it a crucial hub for logistics, economic processes, and innovation flows. Despite its small population of around 400,000, the city's location makes it significant for all of Europe. However, Kaunas faces several challenges. It has a growing elderly population, a deteriorating infrastructure, and a rapid increase in car numbers. Environmental issues such as global warming, air pollution, and water supply are also pressing concerns. The city's heating system, which serves nearly 90% of residents, faces problems with uninterrupted water supply and power consumption. Kauno energija, a company that has been operating in Lithuania since 1963, has been instrumental in improving community services and contributing to cost savings from the city budget. However, the need to integrate an IoT network to address these challenges is evident.
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Mondelēz International's Innovation Transformation with Sopheon's IoT Solution
Mondelēz International, a global food and beverage leader, faced significant challenges during the COVID-19 pandemic. The company had to accelerate its consumer-centric growth strategy amidst the global disruption. A significant part of this strategy involved replacing outdated, disconnected systems and tools for innovation process management. Mondelēz needed a single solution for managing its innovation portfolio, resources, demand planning, and project execution. The company was also faced with the challenge of delivering products to market that exceed consumer expectations faster and more profitably. The existing disconnected legacy systems were hampering timely insights, decision-making, and resource allocation. There was a lack of transparency to the innovation portfolio which slowed project management and complicated governance. Outdated and fragmented analytics created a lack of innovation project visibility across global teams.
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Toshin Industry Co., Ltd. Streamlines Product Search Times with IoT
Toshin Industry Co., Ltd., a leading hoop plating company, was facing a significant challenge in managing the variety and quantity of items in their four factories. The company, which plates the contact points of electronic components for devices like smartphones, tablets, and personal computers, was struggling with storage space due to the increasing number of items. This issue was further complicated by the fact that multiple pieces of the same material were delivered, necessitating a first in, first out approach and matching of type and lot. As a result, employees were spending an excessive amount of time searching for materials and stored items, leading to a waste of valuable time and resources.
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Global 50 CPG Company Enhances In-Transit Visibility & Analytics
A Global 50 Consumer Packaged Goods (CPG) company was facing significant challenges with its North American truck shipments, averaging 25,000 per month. The company lacked a system for real-time monitoring of inventory in-transit, leaving operation team members in the dark about real-time disruptions and unable to prevent or mitigate late or non-delivery for their customers. The company's new strategic cross-docking network was underperforming due to inaccurate inbound Estimated Time of Arrivals (ETAs), which reduced the number of goods that could be cross-docked. The company's Transportation Management System (TMS) and Enterprise Resource Planning (ERP) systems were not receiving real-time information and rarely received shipment plan updates. Consequently, the company had to employ hundreds of people to manually update ETAs by making check calls to carriers, drivers, and customers. This manual process was not only time-consuming and error-prone but also latent, with disruption reports often received well after they occurred.
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Enhancing User Experience and Productivity in Education through Microservices-Based Solutions
WBS TRAINING, a large provider of various training services, was facing challenges with their legacy monolithic learning management system and a desktop-based student management application. The learning management system consisted of several monolithic parts that required multiple authentications and constant synchronization, a process that was burdensome and could take several hours to complete. This resulted in low system performance and long loading times, hindering employee productivity. Similarly, the desktop application for student management, used to create learning course offers for students, was also plagued with performance issues. To boost their operational efficiency and ensure a smooth experience for students, WBS TRAINING decided to redesign their legacy learning management system into a unified platform and modernize the student management application.
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Securing Mobile Applications with SSO Authorization and PKCE
The client, a US-based communication provider, was in the process of transitioning most of its services to mobile devices. They aimed to provide their users with easy, real-time, and seamless access to information, products, and services. However, they encountered issues with their authentication process, which was not robust enough and was vulnerable to attacks due to ineffective implementation of their authentication tokens and session management. The client realized the need for a solution that would facilitate secure access to resources through mobile apps without compromising performance. Two major problems were identified: the transmission of sensitive data through URL redirects during Single Sign-on (SSO) logins, and the increased security risks posed by SSO logins via web and mobile apps.
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Accelerating Updates with InstallShield: A Case Study on Trend Micro Taiwan
Trend Micro Taiwan, a global leader in IT security, faced a significant challenge in updating their anti-virus drivers and applications. The company needed to create installers up to 10 times a day to support frequent updates, a task that was slowed down by the need to coordinate development teams across different time zones in Asia and North America. The lack of an automated installation development tool with robust features further complicated the process. The speed of updating installers was crucial to the company's success, as it directly impacted their ability to protect end users and secure networks against breaches from targeted attacks.
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Hindawi's Transformation of Customer Experience with Freshdesk
Hindawi Limited, a leading disruptor in the publishing industry, faced significant challenges in managing its customer service. The company dealt with four types of customers: authors, editors, reviewers, and readers, each with unique queries and needs. Initially, Hindawi managed support through Gmail, with each staff member having an individual account and email address. However, as the company grew, this method proved ineffective. There was no oversight or reporting on communications, and the shared inbox setup led to unclear ownership of incoming tickets. Customer queries were being passed from one team to another, leading to delays in responses and resolutions. Furthermore, Hindawi operates with a mix of in-house and outsourced customer service teams, which added another layer of complexity to their customer service management.
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Jeanswest Enhances Customer Service with Freshworks
Jeanswest, a renowned denim brand with over 230 stores across Australia and New Zealand, was facing challenges with its customer service operations. The company's customer base is highly loyal and engaged, with 70% of all purchases coming from existing loyalty program members. However, as Jeanswest continued to grow, its legacy customer service platform started showing gaps that threatened its ability to maintain its high level of customer service. The primary channel used for customer service was phone, but the legacy system was unable to cope with increasing call volumes, capture missed calls effectively, or provide a robust reporting structure. This lack of visibility into customer queries and siloed operations was hindering Jeanswest's ability to optimize call rosters and gain insights into its customers' preferences.
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Kaafmeem Enhances Customer Operations with Freshchat and WhatsApp Integration
KaafMeem, a Saudi-based fashion e-commerce company, was facing challenges in its customer service operations. The company, which specializes in modern Arabic fashion, had traditionally used email and direct calls to handle sales queries, delivery information requests, and questions about refunds and replacements. However, they wanted to provide a more user-friendly channel for their customers to immediately access the Kaafmeem team. They were looking for a solution that would allow them to open a direct dialogue with their consumers, making the shopping experience as seamless and convenient as possible. The challenge was to find a platform that was popular among their customer base and could be integrated easily into their existing operations.
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Kovai.co's Journey to 80% CSAT with Freshworks
Kovai.co, a B2B SaaS company, was facing challenges in managing customer support across its multiple teams spread across different geographies. The company was using email for support, which made it difficult to route queries to the appropriate team and ensure correspondence with the Service Level Agreement (SLA). The company was looking for a solution that would offer a high degree of adaptability and scalability, and a mechanism to track, monitor, and adhere to the SLA. As a multi-product organization with multifaceted teams, Kovai.co wanted to provide a granular level of support across the platform. The company also wanted to ensure that customers are taken care of, their needs are understood, and realistic expectations are set.
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Ensuring Service Excellence for a Swiss Smartwatch Manufacturer
The client, a leading wristwatch manufacturer from Switzerland, was faced with the challenge of ensuring a smooth and error-free performance of their smartwatch product and its synchronization with the dedicated Android and iOS applications. The company was committed to offering the best possible service to their customers with their new smartwatch product. Therefore, they needed to ensure the watch’s smooth and error-free operation in combination with the dedicated Android and iOS applications. The challenge was to ensure the highest levels of service quality of the new smartwatch.
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AirAsia's Transformation: Reducing Wait Time by 98% through Automation
AirAsia, a global leader in customer experience, was facing a significant challenge as it grew in popularity. The number of brand interactions was increasing, and without a self-service solution, customers were forced to wait almost an hour to reach an agent. This situation was putting the brand’s reputation at risk. Furthermore, by relying on call centres operating within local hours and languages, AirAsia was missing out on opportunities to create new connections and drive new sales with international audiences. The live agent support was available only on the website and through the call centre. The agents were overwhelmed by the volume of international interactions, and the customer wait time was around 45 minutes. The voice call centre support was limited to APAC hours.
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Digicel's Digital Transformation: Exceeding CX Goals with Ada's AI
Digicel, a leading mobile network and home entertainment provider in the Caribbean, Latin America, and South Pacific regions, was facing a significant challenge in maintaining a positive customer experience as they scaled. The company was dealing with 800,000 live chat interactions and approximately 5.5 million phone interactions per year, with 90% of brand interactions happening via voice. This model was not sustainable for their efficiency goals, especially as digital interactions became more commonplace in their customers' lives. Digicel had disparate regional call centres with different skill sets, making it difficult to provide a consistent customer experience. The company needed a solution that would not only be easy to adopt internally but also by the customers, supporting the 5 local languages and the nuanced local requirements of the 30+ regional markets they were serving.
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