Case Study Nederlandse Spoorwegen

Transcription

1 Case Study Nederlandse Spoorwegen

2 ABOUT NS Dutch Railways (Nederlandse Spoorwegen [NS]) is the largest passenger railway operator in the Netherlands. A private company solely owned by the Dutch government, it provides rail services on the Dutch main-rail network and international rail services to other European destinations.

3 CHALLENGES mplify implements Salesforce, Microsoft Dynamics 365 and SAP Hybris. SAP Hybris software is used for enterprise multichannel e-commerce and product content management. To meet the growing demands of the customer, companies are changing how they do business. Product and service providers are converting one-time product sales transactions into subscription services or bundling physical goods with services; usually priced either as a subscription or based on actual usage. mplify supported NS in their transformation to subscription based billing integrated with their CRM environment with the goal of support their current portfolio and also producing an entirely new subscription model. The challenges were multiple: Improve and expand consumer travel with NS Flex Facilitate the abilityfor consumers to (a) move from pre-paid to post-paid billing and (b) change or edit their subscription. Expand the ease of use with multiple transport providers (bus, tram, metro, train) and transport services (bicycle rental, wifi, coffee, etc.). Create a solution free of debit risk. Optimize multi-partner financial reporting Enable NS to gain more secure, actionable and valuable data into travel, purchasing and settlement processes of multiple transport providers NS works with (Arriva, Connexxion, EBS, GVB, HTM, NS, Qbuzz, RET, Syntus and Veolia.). These processes are facilitated by Trans Link Systems, the company that services the OV-Chipkaart. SAP Hybris Billing and CRM optimization Implement a completely new workflow from subscriptions in CRM to the central back office of Trans Link Systems and into SAP Hybris Billing. 3 Case Study Nederlandse Spoorwegen

4 SOLUTIONS SAP Subscription Order Management, a part of the SAP Hybris Billing suite, allows companies to combine and monetize subscriptions, usage and revenue-sharing models in a flexible manner. NS used SAP Subscription Order Management to produce contracts that are registered with a unique identifier (e.g. Card ID). This contract is then used as input for the billing environment which also records the travel logs and usage by a consumer. By managing all aspects of subscription order management from order capture, to order distribution and to change order processes across all touchpoints, NS were able to effectively combine travel logs (usage) with subscription data. In plain English, the consumer would get all their NS services (including from affiliated partners) for train, bus, bicycle usage, metro and tram in one bill. Since SAP Hybris Billing software was also designed to work with existing systems if needed, NS, mplify and others involved in the project were able to share data and business processes across multiple business units. We were able to successfully and collaboratively execute a fairly complex digital transformation project by using mainly out of the box and some custom-made SAP Hybris components. 4 Case Study Nederlandse Spoorwegen

5 RESULTS At mplify we always strive to strategize with our customers for the best possible outcome and to cover their needs from A to Z. Our ideal projects run on time, within budget and with clear deliverables. The icing on the cake is of course when we facilitate notable improvements to both the client and their customers. The results we were able to deliver to NS were substantial. Together we provided the following outcome for both NS and its partners: Post-paid success Successfully implement a brand new post-paid billing scheme for the consumer market. NS Flex will gradually be rolled and available in February degree view of customer A detailed record with 360-degree insight into each touchpoint of the services a subscribed consumer uses and the trips they take in order to provide the best service possible. Consistent and full view of data A consistent and complete view of customer data (including contracts) will be displayed across departments (according to provided authorizations) including Finance & Customer Service. Last but not least, consumers will now be able to receive automated and targeted tips on reducing costs or for example discounts of NS and its partners. 5 Case Study Nederlandse Spoorwegen

6 Enjoy the ride? Want to know more? Contact us at: