CERTAS improves its business processes

CERTAS manages tasks even more efficiently thanks to the use of a modern BPM solution

21.09.2018

CERTAS, owned equally by Siemens Schweiz AG and the Securitas Group, is the market leader in the reception and processing of signals and alarm messages from security systems, technical installations, smart homes or personal alarm systems (e.g., for handicapped persons). It is absolutely necessary to have the processes stable and verifiable – they might save lives.

CERTAS document processes were based on an ECM platform, which was initially developed in 2008. Due to additional volumes and requirements, the solution became outdated, and performance and stability issues hindered the work of the end-users. Additionally – as often seen with legacy systems – maintenance was a challenge and dependencies within the processes made life difficult for users and service professionals. The core workflow solution needed to be replaced to be prepared for future plans for process optimizations and improved reaction times to customers’ inquiries.

ELCA was already a trusted integration partner, and has been supporting CERTAS in a range of areas, including document archiving, for more than 10 years. The newly implemented processes based on Bonitasoft demonstrated ELCA’s expertise in integrating new platforms in a running system environment (ERP, Archive, Scanning) and harmonizing different interfaces from 3rd-party applications. Additionally, ELCA realized a new and user-friendly web interface.

 

The improvements achieved in the new solution are noteworthy:

  • Employees are now able to work more efficiently due to a reduction in case-handling time and an optimized process design for interfaces between different applications.

  • The improved management, monitoring and control of workflows led to better customer service.

  • A new, optimized user interface, based on the tasks that must be executed, helps more than 100 users all over Switzerland to work efficiently.

  • The resource planning became easier due to improved reporting and statistics capabilities.

  • The dependencies between different processes and systems were reduced, which led to reduced maintenance effort and complexity.

  • The time for handling workflow events from 3rd-party applications also declined significantly from minutes to fractions of a second.

 

The project was started in 2013 with a business process review and an evaluation of the most suitable BPM product for the new process platform. Based on the results of this evaluation, and considering the already existing system environment, ELCA suggested – and later implemented – a new solution based on Bonita BPM (by Bonitasoft). The main reasons for this decision were the stability of the BPM engine, the ability of the solution to integrate other systems, and the fact that Bonita BPM is a proven and core product in the market. Thanks to the use of a subscription licensing model (instead of the more common user-based licensing model) CERTAS was able to start small and paid only for the processes used, independent of the number of users accessing them.

 

Projects like this are rather like “open-heart surgery”. The entire project has to be well prepared to ensure day-to-day business is not affected, and the transition has to work smoothly. To ensure this, both platforms were used at the same time and the processes were migrated one by one. Our centralized interface with ELCA QDB made the switch from the old to the new platform very easy, and only one configuration change in this interface was necessary.

 

An additional aspect was the goal to increase work efficiency. The overall aim of the modernization and efficiency program run by CERTAS was to enable the same number of employees to process more cases. This meant that the management of processes and resources had to be simpler and efficiency had to be increased. From the customer interface point of view there was an improvement in service quality and a greater transparency for the CERTAS employees involved. Last, but not least process costs were reduced.