Echostar Tunes In To Satisfied Customers Using Webmethods Esb

With 24 separate back-end systems handling an immense variety of services

, it was impossible for EchoStar, based in Colorado, to share information between the separate applications. With over 6,000 customer service center agents for its over six million customers, the company needed to find an integration solution to tie together all of its systems.

Using the webMethods Enterprise Service Bus (ESB) Platform, EchoStar tied together databases, billing (ERP) applications and eligibility systems for determining new customers. Web applications were connected with the outsourced billing system and many disparate sources of data were interlinked to create one single view of the enterprise.

Now EchoStar has an infrastructure that seamlessly integrates multiple vendors applications enterprise-wide resulting in: improved business operations, the automation of manual processes, the offering of new customer services and the flow of information between systems in near real-time.

End-to-end integration including automated processes

Using webMethods technology, EchoStar achieved end-to-end integration between front and back-office operations, which enabled new services for its customers. Essentially, customers can log and resolve service requests over the Web and open new accounts online.

For EchoStar, the integration improved business operations by automating manual processes that were previously time-consuming and redundant. The integration also allows EchoStar to complete tasks in a fraction of the time because business processes are automated and information can flow between systems in near real-time.

Improved customer care operations

The webMethods ESB platform gave EchoStar a foundation to revolutionize its customer care operations through Web-based applications that provided customer service center agents with immediate access to customer information. Customers benefit as well by having the ability to access their accounts online. Now, customers can upgrade their service, pay their bills and add programming anytime, from anywhere.

We chose webMethods technology because it had the breadth and depth necessary to integrate all of its separate applications, making them work together seamlessly, said Dr. Germar Schafer, Vice President of Information Technology.

This integration allows EchoStar to provide its DISH Network customers with the very best service, 24 hours a day, seven days a week.

The webMethods Enterprise Service Bus Platform combines proven application integration capabilities, high-speed messaging, support for B2B, legacy applications and event-driven technologies to create the most complete integration infrastructure available.

by: Alan Thurner

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