Carglass undertook an IT environment renewal to align with future customer expectations, facing significant challenges in integrating diverse departmental processes and data, which they ultimately overcame by implementing a unified system that acts as a "Digital Twin" for enhanced agility and quality.
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Carglass is the automative, repair and replacement of the glass business.
We are a global company. Represented in 35 countries worldwide.
A couple of years ago, we decided to renew our IT environment.
The processes, systems and data structures.
So that we are able to cope with the future trends and expectations of our customers.
We started the implementation as probably a lot of companies start,
you know what you want to achieve. It was clear as such.
We started with the business and the different stakeholders.
But at a certain point in time, we had to acknowledge that bringing all that information together in a professional way,
was not obvious.
That was the point where we were really struggling, to really understand, what the processes are in each department and
how are they connected with each other.
So in fact we can call it a kind of an integrated model office
So where our processes in an end to end situation run clean and smoothly.
And to really have that understanding
How can we do that in our new ERP system, so that we build a flexible system
That was our biggest challenge when we were on the road of the ERP implementation.
The decision that we took at that point in time, was to find a tool,
That can help us to really bring all that information, all the processes, all the data layers,
all the people who are responsible for certain data,
together in one system, with one single point of truth.
Now we are up and running after that implementation and it still helps us,
because it's our gold mine. It is our Digital Twin of our company.
When we would like, I'll give you an example, to install a new technology like voice bots in the customer contact center.
So then you can understand what does that mean for the processes, how is it linked to other processes,
what data is impacted in organizing that voice bot.
So finally it helps us to deliver an implementation at a much higher speed and a much higher quality.
We strongly believe once you have your information at a certain level in the system,
you can easily accelerate your speed to market about 15-20%,
because you have much more information beforehand. So it benefits for the speed, but also the quality of implementation.
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