Challenge & solution
The aim of this multi-year project was to completely replace a software solution that had grown over 15 years to coordinate global customer service. The new custom software is a technologically advanced solution with a unified connection to existing customer systems (e.g. SAP, CRM, AD, DMS, telephony, etc.), readable and maintainable source code, and the highest security standards.
The software is used by over 4,500 users worldwide, from call acceptance to the final report of the field service technician. The replacement took the form of a live migration (running the old and new solutions in parallel) on a 2 terabyte database.