Africa

Kapensis Guesthouse (Pty) Ltd Sword South Africa

Luxury Resort of the Year - 2020 - Kapensis Guesthouse - South Africa Best IT Business Integration Company of the Year - South Africa The SAFARI Company Management Ltd Best Adventure Travel Specialists - 2020 - The SAFARI Company Management Ltd - Africa

Best IT Business Integration Company of the Year

South Africa

At Sword SA, the focus is on process automation and cloud integration. Our integration platform is based on Billetterie® Software. The digitisation platform focuses on service processes, linking front-end services to back-end systems and cloud resources. The platform integrates business processes and workflows for collaboration, case management and service level management.

Billetterie® is a product platform developed by Sword SA. It is derived from the Sword Group’s collaborative effort and years of experience in process automation and enterprise content management. Located in both Johannesburg and Paris, the development team collaborated to incorporate global experience in the design and enhancement of the software platform. Our software and professional services teams have partnered with different organisations in the private and public sectors to develop and deploy service digitisation solutions.

The Billetterie® Platform is a codeless automation workbench for service processes. It has native modules for service automation, knowledge management, performance management, user management. Over the years, standard workflows have been developed for customer service management, IT service management, intellectual property administration and law firm practice management. The automation service is user-driven and implementable without a need for expensive technical skills.

API Management

Billetterie® API management allows bespoke and third-party solutions to be programmatically integrated to the service management system. The platform is succinctly designed to integrate third party APIs from various technologies for example, the SnapLogic iPaaS that provides an enabling layer that is used to integrate public and private resources to the Billetterie® service management engine. The integration points are defined flexibly. Data and content exchanges between the Billetterie® Platform and other systems take place in real-time or asynchronously. For instance, a service request may be initiated from a CRM process, passed on to Billetterie® for resource allocation and service level management. The resolution of the service request may necessitate a further integration to a legacy ERP system for resolution and a financial management for billing and payment. Such integrations are easily customised and managed within the Billetterie® Platform.

Case Study

The South African Commission for Intellectual Property & Companies (CIPC) was the first major user of the integrated platform in 2014. The platform enabled the seamless integration of the client services to the back-end processes of IP administration, comprising new application, renewal, restoration and deregistration services. The system has since been enhanced to include modules for performance and knowledge management as well as a chat robot, to support users navigating the system portals and access relevant knowledge. Beyond the automation workflows of the national offcesystemsforintellectualproperty management, standard workflows have been developed for IT service management, customer service management and law firm practice.

The organisation utilised Billetterie Software as a self-service portal to give 30,000+ clients 24×7 access to critical information, processes, and services, whilst being serviced by more than 600+ service respondents (users) through seamlessly created prioritised workflows at the back-end, on a multitiered service model.

“We recognized that the status quo was not sustainable,” said Elena Zdravkova, senior manager of the company’s Patent & Design practice. “If we wanted to support our clients in transforming IP rights management and filing, we had to transform our internal IT and business operations.”.

Sword SA was engaged to assist with the digitisation of manual processes and elevate the organisation towards cloud-based computing. This allowed the organisation to create an online community of users, empower them with service management features and the ability to drive service-level compliant deliverables.

Billetterie® is a trademark of the company, Billetterie Software (Pty) Ltd

Contact Details Email: Web:

info@sword-sa.com www.sword-sa.com, www.billetteriesoftware.com