Vice President OpenEdge Products Niel Powers

Vice PresidentOpenEdge Products

Niel Powers

Vision In Motion

Progress Powers Volvo Customer Service The XPower XDMS

© 2006 Progress Software Corporation2

Overview of the Volvo Story

VIDEO

Customer Service ManagerVolvo Cars Belgium

Christoph Cordier

Vision In Motion

Progress Powers Volvo Customer Service

© 2006 Progress Software Corporation4

Volvo Cars Belgium

Volvo is a world-renowned leader in automotive safety and innovation

Part of the Ford PremiumAutomotive Group (PAG)since 1999

Commercialising Volvo inBelgium and Luxemburg

70 Employees in Brussels Annual sales volume of approximately

12,000 cars

Background

© 2006 Progress Software Corporation5

Volvo Cars Belgium

Standardize all 65 Volvo dealers in Belgium and Luxemburg on one Dealer Management System (DMS)

Integrate dealers with Volvo’sCorporate systems: • Volvo’s Global Car • Configurator

(GCC) for ordering of cars• Vehicle Information and

Diagnostics (VIDA)for Aftersales

Worked with Dealers on Two Main Challenges

© 2006 Progress Software Corporation6

FRANCE

GERMANY

ENGLAND

NORWAY

POLAND

IRE.U.K.

SWITZ.AUSTRIA

CZECH REP.

ITALY

Integration Landscape

Gothenburg

Brussels

LUXEMBURGLUXEMBURGBELGIUMBELGIUM

SWEDENSWEDEN

© 2006 Progress Software Corporation7

Business Drivers for Standardizing the DMS

Better visibility into dealer performance Minimize the number of interfaces required

by dealers Simplify business processes Needed to be implemented in eight months

Part of the Whole Volvo Concept of Simplicity

© 2006 Progress Software Corporation8

Business Drivers forIntegration with VCC Systems

For integration of all IT resources now and in the future

For better workflow and shorter lead times For improved efficiency and repair quality For increased customer

satisfaction andincreased attractionof competent techniciansto the Volvo workshop

VIDA + VCC+VRM + CSD = Premium

© 2006 Progress Software Corporation9

Why The XPower XDMS?

Most flexible partner – really understood the dealer business

Car maintenance and repair (in the workshop or remote) Stock management (vehicles and replacement parts) Service history on each vehicle Business to Business integration with

manufacturers Management Information

on a multi-brand andmulti-site level

PresidentXpower

Michel Keymeulen

Vision In Motion

Progress Powers Volvo Customer Service

© 2006 Progress Software Corporation11

XDMS Technology

XDMS Is the result of 15 years experience in the industry

SOA enabled Standards-based integration

and messaging backbone with Sonic ESB

The unique flexible OpenEdge 10 architecture of XDMS makes it easily customizable

Platform and user interface independent

Multi-user, multi-security

Built for Business Agility

© 2006 Progress Software Corporation12

How to Deploy 65 Dealers in 8 Months

Surveyed individual dealers to understand their business needs

Clear plan for data conversion and training Transitioned about 8 dealers a month On-site customization for each Minimal downtime experienced by

dealers (average 4 hours)

Planning and Flexibility

IT DirectorVolvo Cars Belgium

Michelangelo Adamo

Vision In Motion

Progress Powers Volvo Customer Service

© 2006 Progress Software Corporation14

Now for the Integration…..

VIDA Java-based program Communicate through webservices All interfaces provided by different WSDL-files Quick turn-around

© 2006 Progress Software Corporation15

Two Week Integration and SOA Solution

SONIC ESB®

ENTERPRISE SERVICE BUS

J2EE™ APPLICATION

PACKAGED APPLICATION

& LEGACY SYSTEMS

.NET™APPLICATION

PARTNER SYSTEM

WEBSERVICE

© 2006 Progress Software Corporation16

Deploy an Enterprise Service Bus

Reliable communications backbone Service-oriented architecture (SOA) Intelligent routing XML transformation Extensible network

Reliably Connect and Coordinate Interaction of Services

© 2006 Progress Software Corporation17

The Results

Dealers have real-time access to information 98% of all Volvo parts ordered are delivered overnight Dealers can better manage inventory Volvo owners get same day service Volvo Cars Belgium is ready for next technology

advancement – XML message from car to schedule its own maintenance!

© 2006 Progress Software Corporation18

VOLVO

FIDELITY

PROGRAM

Better Visibility = Better Customer Programs

© 2006 Progress Software Corporation19

Customer Service: Profitable Growth in Parts

Evolution Parts

27,2

26,4

24,6

24,124,4

23,7

23

24

25

26

27

28

2001 2002 2003 2004 2005 est 2006

Mill

ions

Year

2,5

4,5

6,5

8,5

10,5

12,5

14,5

16,5

18,5

WTY

Total excl. Wty

WTY

Trend

© 2006 Progress Software Corporation20

Increased Customer Approval Rating

3,92

3,95

3,96

4,02 4,02

4,08

3,8

3,85

3,9

3,95

4

4,05

4,1

2001 2002 2003 2004 2005 2006 YTD

Overall Service Satisfaction

© 2006 Progress Software Corporation21

The Progress Competitive Advantage

An easy route to enhancing, streamlining and automating business operations system

End-to-end connectivity both internally and externally

Significant opportunities for reuse of components

Rapid time to market, increased productivity and reliability for new projects

Future-proof platform, the Sonic ESB continuously enhances and adapts to industry standards

Development tools designed for SOA

Plug-in structure for extensibility

Promotes best practice architectural principles

…built on

Productivity • Efficiency • Reliability • Scalability

© 2006 Progress Software Corporation22