News

Rapid integration of all service partners in all continents

Vienna, 6. April 2010

At the beginning of the year Kapsch TrafficCom won a four million Euro tender for an electronic toll system in Australia. With this project, Kapsch TrafficCom is going to create a modern multi-lane free-flow (MLFF) toll solution on a four-lane bridge in Brisbane. In order to build consistent, continent-spanning support structures, Kapsch TrafficCom has already installed an integration platform, SolveDirect CUBE, in 2008. Now the missing connections between the continents are done step by step.

The platform for integrating all service processes, SolveDirect CUBE, offers easy connection of local service partners with different ticket systems and ITIL compliant representation of the regional service processes. “We can now benefit from a unified reporting concept and ITIL-compliant regional service processes. All of our partners and subcontractors are connected via the Web interface", Gerhard Hudecek, Head of Technical Operations of principle business, emphasizes the benefits?

Uniform and automatic reporting is especially important for the numerous government authorities involved. It increases the transparency of all support processes and procedures. Regardless of the defined processes and tools used, the human factor can not be neglected. "Service management is not just a technical matter. Rather, the trick is to get all parties on board and integrate sub-contractors and employees in the processes, "said Hudecek.

Kapsch TrafficCom, with headquarters in Vienna, services 220 installations in 36 countries. 14 Mio. Transponders have to be in working order on 12,000 lanes around the clock, so that the toll will be charged in the respective country correctly. As an easily configurable and flexible system, SolveDirect CUBE is saving time and money by integrating all service management processes. Four weeks are enough for an implementation, while other systems require at least four months to be scheduled for implementation effort. “The achieved time and cost savings through automation and integration are considerable”, explains Hudecek. SolveDirect customers still have a second cost advantage: Thanks to unlimited users in the enterprise license no additional costs have to be considered for the connection of more installations and subcontractors.

Kapsch TrafficCom has been using SolveDirect CUBE since 2008.  The last connections between Europe and America as well as South Africa and Australia should be implemented by 2011.  This enables the integration of all operational projects and locations worldwide, from R&D to maintenance departments. In addition the internal ERP system should be integrated with SolveDirect CUBE, which unifies the reporting. Last but not least the service processes, in all countries, should be standardized according to ITIL. Kapsch TrafficCom handled more than 40,000 Tickets with SolveDirect CUBE in 2009, with increasing tendency.


About Kapsch TrafficCom

Kapsch TrafficCom is an international supplier of innovative traffic telematic solutions. The company primarily develops and delivers electronic toll collection systems, especially for Multi-Lane Free-Flow traffic and offers technical and commercial operation of these systems. In addition, Kapsch TrafficCom offers traffic management solutions focusing on traffic safety and control, electronic access systems and parking management systems. With more than 230 references in 38 countries in five continents, and with almost 16 million On-Board Units (OBUs) delivered and 12,000 equipped lanes, Kapsch TrafficCom has positioned itself among the leading suppliers of ETC systems worldwide. Kapsch TrafficCom is headquartered in Vienna, Austria, and has subsidiaries and representative offices in 23 countries.


About SolveDirect Service Management GmbH

SolveDirect is the expert for smart service integration and provides innovative service management solutions on a SaaS (Software as a Service) basis. Through effective and rapid integration of the entire service chain and automation of service processes, it is possible to see cost reductions up to 60% and efficient collaboration and control of business partners. The features and functions of the SolveDirect solutions are based on the ITIL (IT Infrastructure Library) standard. About 200 international customers take advantage of SolveDirect solutions. BRAIN FORCE HOLDING AG and 3TS Cisco Growth Fund are the majority shareholders of SolveDirect. http://www.solvedirect.com

Sender: SolveDirect Service Management GmbH
Contact person: Mag. Thomas R. Werner
Email: thomas.werner@solvedirect.com
Tel. +43-1-585 3555-0