Case Study: Thales achieves a secure, scalable Customer OnLine portal and improved operational efficiency with Liferay

Secure and intelligent online services to increase operational efficiency for THALES Group’s Customers

Thales Global Services consolidated dozens of fragmented customer portals into Customer OnLine to improve operational efficiency for civil and defense customers. Launched in 2005, the portal rapidly outgrew its original platform: reliability and scalability issues, unscheduled interruptions, and limited governance led to a 2009 audit that highlighted the need for a centrally managed, secure solution able to add new interactive and pay-for services and connect to disparate back-office systems.

In 2009 Thales chose Liferay for a standards-based, secure, and integrable portal and tasked its French IT department with the global rollout. The new Customer OnLine replaced local solutions, now delivers ~30 value-added services with personalized workspaces and automated request routing, and supports subscription and per-use billing; today it serves 3,300 active users across 124 countries and logged 8,400 monthly connections in 2014 (+28% year‑over‑year), with a subsequent Supplier OnLine rollout and faster service development.

Thales

Didier Danthez

Portal Applications & Itsm Manager