Case Study / Aegon

Leaseplan - Call Centre system We helped the LeasePlan company to modernize their existing enterprise-wide information system for client request management and functionality for locating the most suitable suppliers close to places where a LeasePlan client is actually situated with a vehicle.

LeasePlan is a global fleet and vehicle management company of Dutch origin.

Leaseplan / Client .NET / Technology

What were the client’s needs?

The system in regular use at LeasePlan ČR was NOLS (New Operating Leasing System), which, despite the label “New”, happened to be rather obsolete. Usually it took a long time before new employees learned how to navigate through NOLS, and this was the underlying reason for the client requesting a new application for efficient customer and car fleet management in a comfortably navigable and intuitively controlled environment with a user-friendly graphical interface.

Case Study / Aegon

The business incentive for bringing this project into existence was the possibility to interconnect service request management with functionality for locating suitable suppliers in places where a LeasePlan client is currently travelling with a vehicle.

The client asked for the deliverable application in two different forms. The first form was a Windows Forms type desktop application intended for LeasePlan internal use. The second required outcome was a web application accessible also for external users, i.e. suppliers, clients and other entities in contact with the LeasePlan company.

In addition to that, the client required integration with the existing NOLS system.

What did we offer to our client? The CallCentrum2 project was not the first project completed for LeasePlan. The

preceding contract was for an eOrders implementation project which was also an opportunity for the LeasePlan company to become familiar with the specific work carried out to complete our product and prove our professionalism in project management.

In order to minimize the final cost, we suggested utilization of the communication and imaging core built on XML messages from the eOrders application. To enable dynamic changes in workflows set up for processing incoming requests, we designed a role-based setup for individual users.

We also offered the possibility for handling communication with LeasePlan clients and external suppliers via e-mails or SMS messages.

How did the analysis proceed? Following our normal practice, our first step was to complete an initial product

specification. Given the nature of the requirement, the whole task evolved into a large-scale project and we decided to organize it into separate modules to ensure better transparency and controllability. One part of the specification also covered the prototype of the final application design. This prototype illustrated an interactively functioning model of the system, and demonstrated the proposed functionality. The user interface was made available on the Internet, so that all participants had the opportunity to view the model and file their comments and suggestions for improvements. The process of capturing and

Case Study / Aegon

analyzing the client’s requirements was maintained at all levels – with user representatives as well as company management representatives – during the entire length of the project.

Application development Following an elaborate, carefully conducted analysis of the client’s requirements

specification, we created a desktop application utilizing the latest Microsoft WPF technology. The robust and scalable application core was split into several layers.

In accordance with the client’s requirement, the database layer provides data which is stored in XML format, because this data is often synchronized into other in-house systems and the XML output format makes communication between applications much easier.

The presentation and business logic of the application is also stored in the database in the form of XML definitions. This allowed us to generate the user interface as a web or desktop application.

The database is maintained through a server database configuration using Microsoft SQL Server. All data, either presented output data, or user interface definition data, is validated using XSD definitions.

The next phase of the solution design included the NOLS system integration design and implementation using IBM MQ server, which synchronized selected data and applications into the internal system. The same method is used for executing actions in the NOLS system which are triggered from the application’s user interface.

Conclusion The new application significantly improved and simplified the daily work in a modern

and streamlined environment for LeasePlan employees. An added business benefit is that LeasePlan customers can use the new functionality which locates and recommends the most suitable service point near the position where a customer is currently situated with his/her vehicle.