Volkswagen SA is currently piloting a Web services project to enable improved communication between itself, its dealers and VWAG in Germany.
Facilitated by global technology services company, Dimension Data, the implementation will ensure cost savings, improved customer service, greater workshop efficiency, and quicker, more cost-effective IT project roll-outs.
The SA project forms part of a global plan by the vehicle manufacturer to standardise on communications throughout the world. Web services enables applications to `talk` to each other, and allows different IT clients to `talk` to their trading partner`s applications - independent of hardware or software infrastructure. Completely open, it is also affordable and efficient.
"Web services is a cheap, open and eloquent way for VWSA to communicate with all its dealerships and VWAG," says Dimension Data account manager, Peter Pinnock. "VW in Germany will no longer have to cater for every dealer management system (DMS) and interface throughout the world."
When the company was directed to implement Web services as the underlying technology for communications, VWSA chose to partner with Dimension Data, a company recognised as a leading resource for Web services as well as XML skills and solutions in southern Africa.
"For this particular project, Dimension Data`s Software AG offering was a good fit," says Dimension Data consultant, Neil Cave. "We provide professional services in the Web services and XML solution space, as part of our Application Network offering."
Godfrey Welman, VWSA`s manager of Franchise Systems, says Dimension Data facilitated the implementation, educated all parties involved, and automated the development of Web services.
The company laid the groundwork for the project by playing an educational and consulting role. It also built the Web services interface that communicates between AutoMate, one of three DMSs used by VWSA.
"Testing is now complete, and we are rolling the system out to 12 pilot dealers," Welman adds. "Once communications to and from Germany are running smoothly, we will roll out to the remaining dealers, a process which should be completed in the second quarter of 2003.
"This implementation lays basic architectural infrastructure for future projects, including a number of key CRM initiatives," he says.
It will enable VW to record all vehicle identification numbers (VINs) worldwide, so that the company keeps the full lifecycle record of each unit, irrespective of changes in ownership.
"By tracking all our vehicles, we can implement proactive CRM," says Welman. "For example, when a customer books his car in for a service, the DMS will inform the dealer should any other jobs need to be performed at the same time. This helps the customer - who will not have to bring his car in as often - as well as the dealer, whose workshop is freed up for more customers."
Both workshop and dealer management systems will be notified and populated with data when anything relating to the car happens, and VW in Germany will be able to view the same information at the same time.
All service and warranty information for each car will be recorded, and worldwide profiles and trends built up. This will enable better client service, resulting in improved client retention.
Another major benefit of the Web services project is that future projects will roll-out a lot quicker.
"Instead of having to build interfaces, we will simply have one standard that everyone follows," says Welman. "This Web services project is laying the foundation for benefits far into the future."
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Dimension Data Holdings plc (LSE: DDT) is a leading global technology company that provides solutions and services which enable businesses to connect devices, information, applications, processes, people and organisations efficiently and reliably.
To achieve this, the group delivers solutions using its proprietary `Application Network` architectural framework and its expertise in networking, application integration and operational services. By optimising and managing the performance of `converging` software and hardware infrastructures, these solutions enable businesses to take advantage of rapidly evolving standards and new developments in IT, such as Web services.
Dimension Data, founded in 1983, had revenues of $2.1 billion in 2002 and operates in 30+ countries with over 9 000 employees.
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