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Company Profile
CAP GmbH is the operating company of HappyDigits founded by Deutsche Telekom, German parent of T-Mobile, and KarstadtQuelle, Europe's largest department store and mail order group. With over 26 million customer cards, HappyDigits is one of the most popular customer incentive programs in Germany.
CAP GmbH develops and markets the bonus system, is responsible for winning partners, and manages the reward system. The company specializes in the areas of customer loyalty and incentive programs supporting large and medium size companies with customer relationship management. Its competencies range from technology and back-office, letter shop, bonus management and web presence to market analysis, reporting and others.
Challenge
CAP GmbH coordinates complex marketing campaigns that reach several million addressees and works with external suppliers such as marketing agencies and copy shops. The result is a complex production process with a multitude of single steps, components, actors and dependencies.
Therefore, CAP GmbH was looking for: - An application accessible to the involved internal departments as well as to the external suppliers.
- An additional budgeting tool to record the costs for balancing and evaluation. Campaign processes take place in an extremely time dependent environment. Clear process mapping was of major importance.
- A user-friendly interface to ensure users would be more productive using the application.
Resolution
CAP GmbH was at first open to both open source and proprietary solutions for its portal framework. After evaluating both options, however, CAP GmbH and system integrator, Ancud IT, chose Liferay Portal for its wide range of functionalities, technical flexibility and high ROI.
Because Liferay Portal is JSR-168 compliant, Ancud IT was able to quickly integrate different applications within the new portal. Liferay’s standards-compliance also significantly facilitates the replacement of applications within the portal infrastructure. Outdated or obsolete software can be easily removed and replaced.
By leveraging Liferay’s capabilities, Ancud IT was able to deliver a workflow tool, CAPassist, and a budgeting tool, CAPbudget:
Workflow
CAPassist gives users personalized task management and context-sensitive navigation. Automatically scheduled e-mails help users to continuously monitor production progress. In addition to versioning, Liferay Portal’s automatic time scheduling and document management features are invaluable to the CAPassist portal.
Liferay Portal allowed Ancud IT to structure and automate working steps and accelerate them, thus making processes independent of place and time. It also greatly reduced fault probability.
Budgeting
To address budgeting, Ancud IT integrated a budgeting and reporting tool, CAPbudget. The ability to compare estimated and real costs at a glance greatly facilitates standardized and precise budget planning. The tool also features important accounting functions like reversals and transfers.
Through CAPbudget, third parties such as internal departments or parent companies can be directly charged for services provided by CAP GmbH. Calendar management makes sure that no budgets “get lost” after monthly or project balances. Reporting functionalities with an Excel interface makes direct analysis and evaluation of budgets in Excel possible.
Due to the success of CAPassist and its high degree of acceptance, CAP GmbH is now planning to introduce Liferay Portal to the entire company. Several additional integrations will be built, including:
- Call center operations
- Microsoft Outlook integration for improved calendar management
- Integration of a unit cost tool based on Hyperion S-Base
In keeping with the open source character of the project, CAP GmbH is planning to publish parts of the source code developed on the Internet to make it available to the community to serve administrators and developers as a best-practice example.
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