Panviva's Transformation with MuleSoft's Anypoint Platform
Customer Company Size
Mid-size Company
Region
- Pacific
Country
- Australia
Product
- SupportPoint
Tech Stack
- MuleSoft's Anypoint Platform
- Microsoft SharePoint
- Microsoft Dynamics CRM
- Salesforce
- Zendesk
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
- Customer Satisfaction
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Software
- Healthcare & Hospitals
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Process Control & Optimization
- Real-Time Location System (RTLS)
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
Panviva is the world's leading provider of Business Process Guidance software. More than 100,000 global users in banking, health insurance, telecommunications, utilities, manufacturing, and government use Panviva's software solution, SupportPoint, to navigate users step-by-step, in real-time, through even the most complicated business processes. Unlike other solutions on the market, SupportPoint's guidance is role-specific and context aware so the system only provides information that is relevant to the user and their role. Like a GPS, it knows exactly what they are doing and where they are in a process, responding with fast, accurate and actionable instructions to achieve the process goal. SupportPoint is viewed as a 'must have', critical application for its ability to lower costs, drive productivity, eliminate errors and improve the customer and employee experience.
The Challenge
Panviva, a leading provider of Business Process Guidance software, was facing challenges with its legacy product, SupportPoint. The evolution of SupportPoint was hampered by legacy product architecture constraints that disrupted new development. The on-premises technology wasn't evolving as fast as it could, with SupportPoint caught in a loop of incremental development and bug fixes that customers found costly to deploy. Panviva needed to create an innovative product roadmap that leveraged future-proof technologies to enable rapid development and integrations in a SaaS delivery model. The primary challenge with its legacy software was the complexity around re-developing the software for genuine cloud compatibility and deployment, while also designing for scalability and multifaceted integration.
The Solution
Panviva partnered with MuleSoft to modernize and enhance SupportPoint without diminishing the strength or value of its successful technology. On the foundation of Anypoint Platform, which became part of SupportPoint's middleware, SupportPoint gained a modernized architecture designed for today and tomorrow's integration, flexibility and scalability standards, while maintaining full compatibility with legacy code and features. That existing legacy code became a module that Anypoint Platform could integrate and use as a launch point for larger-scale external integrations. With architecture and integration partner Sixtree, Panviva also modularized SupportPoint so that key application components could be independently scaled and modified. The Anypoint Platform is integral to SupportPoint Cloud. The new API platform allowed Panviva to confidently and successfully market SupportPoint to both prospects and partners on the basis of exceptional interoperability and rapid development using advanced built-in tools.
Operational Impact
Quantitative Benefit
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