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Inflow Technologies is a leading provider of facilities-based information technology outsourcing solutions for companies utilizing the Internet to manage mission critical business and network applications.

They approached Syntergy with a challenge: how to expedite the integration of customer service, billing and maintenance applications with a Web-based project collaboration, workflow management, document management application—at the same time providing a common knowledge repository accessible to internal users and customers.

To address the challenge, Syntergy supplied a combination of off-the-shelf modules and workflow extensions to provide a seamless integration between the in-house developed applications and Livelink^®.

Using Syntergy’s BulkLoader, we loaded thousands of objects stored on file servers into Livelink^®, using dynamic rules for the creation of folders and user/group permissions. After developing the initial information model, our custom workflow extensions provided the integration between Customer Service and Billing/Maintenance applications.

Information supplied by the Customer Service application provided the information for executing workflows. The workflows included the following work orders:

• Installation
  
  
• Monthly usage-base
  
  
• Decommissioning
  
  
• Troubleshooting
  
  
• Notify
  
  
• Manual

As workflows were completed, data captured during the workflow was staged to data tables, which provided input to Billing and Maintenance applications. In the Billing and Maintenance applications, documentation related to work packages was produced. These documents were sent to customers and automatically stored in Livelink^® using Syntergy’s Command Processor module.

After documents were loaded into Livelink^®, Syntergy’s Extranet module provided customers with read-only access to their information. The Extranet module ensured that customers had access to only their own information. This information included:

• Contracts
  
  
• Service-level agreements
  
  
• Trouble tickets
  
  
• Other customer specific information

Using a combination of off-the-shelf Syntergy modules and customization services, the client was able to provide internal and external users with real-time access to contractual, in-service, and billing information within a very rapid deployment schedule. This approach allowed the client to perform more work with fewer resources, thereby reducing implementation and on-going operational costs.