Managing global brands with local flavour
To meet business demands, cut costs, and get maximum return on investments, companies are delegating responsibility for portions of their IT operations to external partners. Cybercom's customers understand the benefits of such initiatives, and that's where application management (AM) enters the picture.
The IT industry is showing greater interest in AM. This solution is attractive to customers for many reasons; one is the need to focus on core operations. AM is also a type of outsourcing for complicated development projects. Cybercom developed its own AM concept, which focuses on all important business processes that are needed for getting maximum use out of an application - from business requirements to technical support and further development. And our dedicated team of experts run these projects.
Sony Ericsson trusts Cybercom
Sony Ericsson outsourced certain AM responsibilities for its mobile division's Web sites. Using IT to develop its business and to control costs are business drivers behind the assignment that Cybercom was commissioned to fulfil. Cybercom takes care of important parts of Sony Ericsson's AM operations by managing ongoing administration and by participating in important development projects.
Better branding and quality assurance
AM ensures better brand management because for multinationals such as Sony Ericsson, many Web sites are run via a central solution. AM also enables glocal solutions, i.e., customers see internationally known trademarks on sites that are tailored to local needs and conditions. And equally as important, AM facilitates quality - in functions and technologies.
"Sony Ericsson's Web sites are an important part of the company's global marketing and CRM initiatives," says Henrik Engstam at Cybercom. "If all Web sites work well, we create opportunities for even better customer contacts. We're charged with an important task."
Four cornerstones of the AM assignment with Sony Ericsson
1. Functional support: managing errors from help desks. Errors are first analysed and then sent to the right part of the organisation or to third-party vendors.
2. Technical support: solving technical problems within the existing systems for the many Web sites.
3. Content management: ensuring that information is displayed correctly on all sites and ensuring that the design and user interface are in harmony with the company's overall profile.
4. Program management: investigating development needs - besides carrying out normal daily tasks. Investigation can involve developing new functions, implementing news from third-party vendors, or developing other systems.