Urban water: instant, personalized customer serviceWith sales of 2.92 billion and a staff of 15,500...
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www.talend.com ©Talend 2016 · EN With sales of 2.92 billion and a staff of 15,500 employees, Eau de Veolia’s business in France (formerly Compagnie Générale des Eaux) is a heavy hitter specialized in managing water services and the decontamination of wastewater. Veolia Eau handles water management, processing and quality tracking at every stage in the water cycle, from extraction in nature to disposal in the environment. Veolia Eau innovates to reduce extraction from the source and promote recycling and reuse of water for municipalities and industrial customers. Over the next few decades, population increases and economic growth will place a greater strain on water resources at a local level. The availability of fresh water will become the primary growth-limiting factor for cities and industrial companies. Municipalities and large industrial companies are taking an ever-growing interest in the environmental and economic impact made by how they manage water. Streamlining is becoming indispensable. An aging, in-house fleet of applications ”Our information system was built to last and we are now faced with major challenges in terms of sustainability and adaptability,” Benito Diz, Head of IT at Veolia, explains. Indeed, the group has an impressive 400 different IT applications, 100 of which are national and 300 of which are regional. To date, they have been hosted on 1,200 servers divided among 18 computing rooms across various regions and one data center at Plaine Saint Denis. For two years now, Veolia’s head of IT has been trying to migrate the company’s information system to the Amazon Web Services (AWS) cloud. The migration is supposed to be completed in June 2017. “As part of our migration project, we’re having all of our inter-application flows transferred to Talend ESB, which in turn is installed in the cloud. In parallel, with Talend MDM, we’re setting up reference databases to speak the same language to all our business divisions,” Benito Diz states. Why Talend? First off, Veolia began by mapping out its entire fleet of applications and the flows of data exchanged. Veolia chose the Talend Data Services/ESB platform to migrate all its data flows to the cloud and expose its data in the form of web services. Installing Talend on AWS is completely automated with just one click. Users pick it up quickly since they are trained on a single tool. “Talend is our Schengen area. Everything entering or leaving our IT system passes through Talend ESB.” For example, Veolia manages 1,500 unit flows of file transfers, more than 400 flows every day in production, 30,000 file transfers per quarter and more than 30 million lines a year for Customer Relationships. “Flows are the nerve center of our business and Talend is a crucial and strategic component of our IT system,” Benito Diz comments. “Our incoming and outgoing data flows are monitored, with centralized supervision. If an incident occurs in a flow, we’re notified of it in real time. We’ve divided our data processing time by a factor of 7.” All vital flows are affected, from finance, human resources, time management for 15,000 people, customer management, commitment management, all the way to operations, CMMS, mapping and access to Urban water: instant, personalized customer service “ We act as a water information manager for municipalities and industrial customers. Talend, running in Amazon Web Services, gives us the flexibility and speed to offer better customer service. CASE STUDY INDUSTRY • Energy INFORMATION • HQ: France • 10,001+ employees USE CASE • Customer experience CHALLENGE • An aging, in-house fleet of applications TALEND PRODUCTS USED • Talend Data Services/ESB • Talend MDM PARTNER • Micropole RESULTS • Data processing times divided by 7 with ESB • 20 million third parties in the MDM. 11,000 contracts, 15,000 organizations and a portfolio of 8 million entities. • Incidents are acknowledged in less than 15 minutes and problems solved in less than 2 hours ” Benito Diz, Head of IT, Veolia
Transcript of Urban water: instant, personalized customer serviceWith sales of 2.92 billion and a staff of 15,500...
www.talend.com ©Talend 2016 · EN
With sales of 2.92 billion and a staff of 15,500 employees, Eau de Veolia’s business in France (formerly Compagnie Générale des Eaux) is a heavy hitter specialized in managing water services and the decontamination of wastewater. Veolia Eau handles water management, processing and quality tracking at every stage in the water cycle, from extraction in nature to disposal in the environment. Veolia Eau innovates to reduce extraction from the source and promote recycling and reuse of water for municipalities and industrial customers.
Over the next few decades, population increases and economic growth will place a greater strain on water resources at a local level. The availability of fresh water will become the primary growth-limiting factor for cities and industrial companies.
Municipalities and large industrial companies are taking an ever-growing interest in the environmental and economic impact made by how they manage water. Streamlining is becoming indispensable.
An aging, in-house fleet of applications”Our information system was built to last and we are now faced with major challenges in terms of sustainability and adaptability,” Benito Diz, Head of IT at Veolia, explains.
Indeed, the group has an impressive 400 different IT applications, 100 of which are national and 300 of which are regional. To date, they have been hosted on 1,200 servers divided among 18 computing rooms across various regions and one data center at Plaine Saint Denis. For two years now, Veolia’s head of IT has been trying to migrate the company’s information system to the Amazon Web Services (AWS) cloud. The migration is supposed to
be completed in June 2017.
“As part of our migration project, we’re having all of our inter-application flows transferred to Talend ESB, which in turn is installed in the cloud. In parallel, with Talend MDM, we’re setting up reference databases to speak the same language to all our business divisions,” Benito Diz states.
Why Talend?First off, Veolia began by mapping out its entire fleet of applications and the flows of data exchanged. Veolia chose the Talend Data Services/ESB platform to migrate all its data flows to the cloud and expose its data in the form of web services. Installing Talend on AWS is completely automated with just one click. Users pick it up quickly since they are trained on a single tool. “Talend is our Schengen area. Everything entering or leaving our IT system passes through Talend ESB.”
For example, Veolia manages 1,500 unit flows of file transfers, more than 400 flows every day in production, 30,000 file transfers per quarter and more than 30 million lines a year for Customer Relationships.
“Flows are the nerve center of our business and Talend is a crucial and strategic component of our IT system,” Benito Diz comments. “Our incoming and outgoing data flows are monitored, with centralized supervision. If an incident occurs in a flow, we’re notified of it in real time. We’ve divided our data processing time by a factor of 7.”
All vital flows are affected, from finance, human resources, time management for 15,000 people, customer management, commitment management, all the way to operations, CMMS, mapping and access to
Urban water: instant, personalized customer service
“We act as a water information manager for municipalities and industrial customers.Talend, running in Amazon Web Services, gives us the flexibility and speed to offer better customer service.
CA S E S T U DY
INDUSTRY
• Energy
INFORMATION• HQ: France
• 10,001+ employees
USE CASE• Customer experience
CHALLENGE• An aging, in-house fleet of applications
TALEND PRODUCTS USED• Talend Data Services/ESB
• Talend MDM
PARTNER• Micropole
RESULTS
• Data processing times divided by 7 with ESB
• 20 million third parties in the MDM. 11,000 contracts, 15,000 organizations and a portfolio of 8 million entities.
• Incidents are acknowledged in less than 15 minutes and problems solved in less than 2 hours
”Benito Diz, Head of IT, Veolia
technical repositories and archiving.
Alongside Talend ESB implementation, four data repositories were set up with Talend MDM to manage contracts, third parties (including private individuals, companies and prospects), company organization and assets.
“When we mapped out our applications, we realized that our 400 applications each had their own data repository,” Benito Diz explains.
This mass of reference data was managed in very different ways in the databases of some hundred applications, with frequent problems associated with data quality. Benito Diz pointed out that correcting typos and eliminating duplicates is very costly for Veolia Eau.
“The MDM enables us to speak a single common functional and technical language with a unique identifier for every object,” adds the Head of IT.
Grid incidents detected in less than 15 minutesThis new clustered architecture and new approach to data management offer both robustness and faster response times, and thus enhanced customer service.
“By supervising our infrastructures, grids and factories, we act as a water information manager for municipalities and as such need to provide regulatory reports to these entities to provide proof of our commitments (SLA),” Benito Diz concludes.
Business divisions now benefit from real-time services. Broken pipe? Where is it? How
much time elapsed before it was addressed? Municipalities can view alerts on the grids and the interventions performed in real time.
Their field agents, equipped with cell phones, can immediately respond to intervention and maintenance orders and submit their reports in real time.
Within the company, Talend MDM created a common language for all of these divisions to be able to understand one another. Veolia’s business processes were improved and the data owners clearly defined. Every employee at the company sees the same thing at every level of the company, which in turn makes it possible to implement reliable indicators and optimize reporting.
In terms of IT, the group has gained in operational performance. Talend is a unified console that allows real-time tracking of all flows, 2 to 7 times faster than before, even though these flows are growing in size.
“Incidents are detected in less than 15 minutes and problems solved in less than two hours. The group estimates that 20% of its interventions are totally optimized and can conceive of new types of services such as pay-as-you-go.”
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