ALPLA: Platform services ensure optimum operational reliability

Some companies launch new data solutions and only then realize that operating them involves a multitude of ongoing tasks. Not so for the ALPLA Group from Hard, Austria. The leading packaging manufacturer planned its global data platform—known as AlplaMART—based on the latest findings in a Data Strategy Assessment (DSA) and implemented it using modern technologies from the Azure Cloud. The future operating services were also outlined in detail in advance.

The reasons are obvious to Andreas Weilguny, Senior Business Analyst and Operations Manager at ALPLA: “We have to ensure the best possible operational reliability, otherwise there is no point in even starting such a comprehensive platform project. Nobody wants to work with a solution that is unreliable and provides incomplete figures.

First the service plan, then the development work

AlplaMART brings with it many new challenges. That is why those responsible for the ongoing platform services rely on external support. The data experts at ORAYLIS GmbH have been involved in shaping this large-scale digitization project from the very beginning: “Our partner not only implemented the technical solution, but also provided important strategic and organizational impetus. The ORAYLIS operations team was already on board in the initial DSA and drew our attention to many relevant issues. It quickly became clear that we would tackle the further operation of the solution together.”

As a result, a detailed service plan containing all important processes, measures, and roles was already in place before the platform development began. At the same time, the effort and costs involved became transparent. Andreas Weilguny sums up what he considers to be good platform services: “For me, it’s like electricity from a power outlet—it’s always available, and you don’t even notice it. Applied to our daily business, this means that errors are fixed before users or I even notice them. The ORAYLIS team gives me a great deal of peace of mind and security in this regard.”

Measures for optimum operational safety

How are the services related to the platform organized? What components are needed to ensure optimal operational reliability? “A core element of our services is ongoing monitoring, which covers all processes related to data extraction, loading, and transformation,” explains Recep Gümüs, operations expert at ORAYLIS. “For company-wide production reporting alone, we process data from more than 190 plants worldwide.”

Monitoring is visualized via customer-specific reports and dashboards. In the event of irregularities—such as when loading processes are interrupted or delayed—the operations team has set up automatic alerts. This allows many problems to be resolved before they reach the operational level. If this is not possible, there are clear procedures in place: “We inform the BI team, who then communicate with the relevant departments. At the same time, we start troubleshooting. Everything is geared toward finding a solution as quickly as possible and maintaining transparency for all involved.”

Service Desk for user inquiries

Another component of the operating concept is a service desk that specialist departments can contact with technical questions and problems. The initial point of contact and interface here are the business analysts from ALPLA’s BI team. More complex development issues in particular are immediately forwarded to the ORAYLIS operations team.

“We then take care of the users’ concerns and stay on the ball until the case is resolved,” explains Recep Gümüs. “With a multi-level ticket system, we maintain an overview and enable fast processing. At the same time, we can also guarantee full transparency about the current status.”

Ongoing improvement through regular exchange

Every quarter, the team of ALPLA and ORAYLIS employees reviews the ongoing processes and measures in a service management meeting. During these meetings, open issues are addressed, potential areas for optimization are explored, and new and further developments are discussed. “I always look forward to these meetings,” says Andreas Weilguny. “We talk openly about everything and always find good solutions. Afterwards, I always feel that we have made progress. Our regular exchange contributes to the continuous improvement of AlplaMART.”

The success of the collaboration is reflected in concrete results: “I am receiving noticeably fewer tickets – a clear sign that our joint service system is working and that we are proactively solving more and more problems. This gives me more time to focus on my core tasks and drive improvements together with the specialist departments. Ultimately, the ORAYLIS team gives me the reassuring certainty that everything is running reliably in the background.”

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