Owning Outcomes in Commercial Vehicle Services with 25% Faster Response Times

About the Client

The client is a global commercial vehicle manufacturer with a Sales and Services division that depends on accurate, accessible company profile data. Its Service Information System (SIS) Internal and SIS Update applications support information management for dealers, workshops, distributors, and production units across the service network.

These systems mattered because they sat close to daily operations. When teams needed to update company records, retrieve service information, or connect with internal and external systems, the SIS applications shaped the speed and quality of that work. Over time, legacy architecture, rising technical debt, and outdated user experiences began to limit what the business could do next.

The client needed a cloud-first foundation that would enable service workflows to run faster, cleaner, and more easily scaled. For a business built on coordination among dealers, workshops, distributors, and production units, modernization was the only way to improve how the service organization operates day to day.

Business Challenges

The client’s SIS applications had become too important to remain trapped in an aging technology base.

These systems supported dealer, workshop, distributor, and production-unit information, so every performance delay, manual deployment step, or integration constraint affected how quickly service teams could work.

The pressure was clear: modernize fast, reduce technical debt, and migrate to the cloud without disrupting core Sales and Services operations.

• Legacy costs and technical debt were rising: High software license costs and accumulated technical debt made the SIS application landscape expensive to maintain and harder to improve.
• SQL Server 2016 was nearing the end of support: The client needed an urgent migration path that reduced risk while aligning with its broader cloud-first IT strategy.
• The user experience no longer matched business expectations: Outdated front-end design created inconsistency with brand and usability standards, slowing task completion and limiting adoption across users.
• Manual deployments slowed change: Time-consuming deployment processes limited scalability, increased operational effort, and made frequent releases harder to manage.
• Security and authentication needed stronger control: The client had to address concerns around secure access, authentication, and data protection across domain users and API consumers.
• Integrations were too complex for a modern service model: The SIS applications needed to connect securely and reliably with internal and external systems, but the legacy architecture made integration harder to scale.

To move forward, the client needed a modern application foundation that could lower costs, improve reliability, speed up workflows, secure access, and support cloud-based integration across its service ecosystem. That became the real modernization brief: reframe service systems so teams could move faster with control.

LTM’s Solution

LTM approached SIS modernization as a service workflow transformation. The goal was to reduce technical debt, improve usability, strengthen integration, and provide the client with a cloud-first foundation that could enable faster change across Sales and Services operations.

• Assessment-led modernization planning: LTM used the Computer-Aided Software Testing (CAST) methodology to assess the existing SIS Internal and SIS Update applications, identify modernization opportunities, and shape a migration path aligned with the client’s cloud-first strategy.
• Modern front end for faster, cleaner user journeys: The team redesigned the interface using Angular 18, creating responsive, platform-friendly screens aligned with the client’s branding and user experience standards.
• Microservices-based architecture for scalability: LTM broke down monolithic applications into .NET Core-based microservices, making the application landscape more modular, maintainable, and easier to scale.
• Cloud database migration for reliability and continuity: The on-premises SQL Server database was migrated to AWS Relational Database Service with automated backups and high availability.
• API-led integration across the service ecosystem. LTM implemented RESTful APIs to connect the SIS applications with more than 20 internal and external systems, improving data access and integration consistency.
• Faster data handling with cloud-native processing. AWS Lambda was used for efficient batch processing and data retrieval, helping service users access information faster.
• Secure access for users and API consumers. LTM integrated authentication through Azure Active Directory, WSO2, and Keycloak, strengthening access control across domain users and API consumers.
• Automated deployment and smoother transition. Continuous integration and continuous delivery (CI/CD) pipelines automated deployments, while early operations team onboarding and rigorous Scrum ceremonies supported feedback, risk management, and handover readiness.

With LTM as its Business Creativity partner, the client moved from aging service applications to a more modular, secure, and cloud-ready foundation designed to improve everyday workflows and support future modernization.

Business Benefits

The modernization helped the client turn service-system complexity into faster, more reliable daily execution. Teams gained a cleaner user experience, stronger application performance, and a cloud-first foundation that can support future Sales and Services priorities.

• 30% faster average task completion: Streamlined workflows and redesigned user interfaces helped users complete routine SIS activities faster, improving service-team productivity.
• 25% faster application response times: Modernized architecture and cloud-based services improved speed across SIS Internal and SIS Update applications.
• 50% higher peak load handling: The new AWS-based application foundation improved scalability, allowing the systems to handle demand spikes without performance degradation.
• 25% faster data retrieval: RESTful APIs and AWS Lambda improved access to service information, helping teams retrieve data faster across connected systems.
• Lower maintenance cost and operational overhead: Cloud migration, microservices, and continuous integration and continuous delivery pipelines reduced manual effort and simplified ongoing maintenance.
• Stronger user confidence: Positive client feedback confirmed that the modernized applications better aligned with user needs, service workflows, and business expectations.

Conclusion

For the client, modernization changed the rhythm of service operations. SIS applications that once carried legacy friction now give teams faster access, cleaner workflows, and a stronger way to support dealer, workshop, distributor, and production-unit data across the business.

This was important as service performance depends on small moments adding up: faster searches, quicker updates, fewer delays, and systems that respond when users need them. With a modern AWS-based foundation in place, the client can continue to improve these everyday interactions while advancing its broader cloud-first agenda.