The Payless digital transformation journey was born out of two major business challenges:
1. Rising costs in infrastructure. With multiple on-prem datacenters, Payless Car Rental struggled with rising data center costs, limited capacity, long wait times for new servers, upgrading end-of-life hardware, inconsistent security, difficult recovery of hardware and unknown inventory.Inefficient customer support process.
2. Payless contact center agents utilized a legacy on-prem support service (known as “Watson”) to handle customer service calls. Under Watson, web forms were used to gather customer complaint details but had limited functionality. These forms also introduced security concerns regarding the data submitted.
Headquartered in St. Petersburg, Florida, Payless Car Rental is a global automobile rental company with 167 locations worldwide. The Payless digital transformation journey was born out of two major business challenges:
Given the complexity and volume within the legacy Watson dataset along with the need to reduce infrastructure cost, a hybrid cloud architecture was adopted as a Phase 1 approach. Payless leveraged the cloud and application development experts from D3Clarity to assist their team in defining, deploying and establishing a secure software platform infrastructure utilizing AWS as the cloud service provider.
The new self-service portal was built on the cloud and interacted with the existing, on-prem Watson database to store and fetch the requested data. D3Clarity established a multi-region deployment to serve users across NA and EMEA and leveraged auto-scaling functionality for peak demands and high availability. Automated DevOps deployments were created that enabled recreation of the entire cloud infrastructure in minutes versus days/weeks.
Phase 2 consisted of migrating multiple applications to the cloud (including Watson) and the enablement of infrastructure audit logging and monitoring for governance enforcement, compliance and auditability. Applications that took months to create on-prem were migrated within two weeks.
Future phases include replacing the self-service front-end application with AWS Connect to alert managers if NLP detects a customer call is going bad.
This new approach to customer services led to many positive results for Payless including:
I’ve been working with D3Clarity since 2017. They've helped us migrate over our very first application from Azure to AWS and have been with us since. They have a very knowledgeable & professional staff that have helped us in our digital migration from our on-prem data centers to the AWS cloud.
D3Clarity provided us with invaluable insights, visualizations, topography maps and tools to help us make better decisions with our cloud infrastructure.
We selected D3Clarity to architect and migrate our Customer Services application to AWS and I can confidently say that their services are “top notch.”
D3Clarity went above and beyond. They are great to work with and create long lasting relationships!
Great partnership with D3Clarity!
D3Clarity’s experience with multiple MDM vendors, helped make the implementation a success.