Case Study: MICROS Systems achieves 85% reduction in critical defects and $4M annual cost savings with Serena Software's Business Mashups

MICROS Systems Sees Macro Quality Improvement With Serena

MICROS Systems, a provider of enterprise software for the hospitality and retail industries with over 220,000 installations worldwide, saw rising customer complaints tied to software quality. An internal review found gaps in its development process and no way to measure delivery timelines, costs or defect rates, so MICROS needed an enforceable process and metrics to improve product quality and forecasting.

MICROS implemented Serena Mashup Composer—integrated with its existing PVCS Version Manager—and used Serena Professional Services for configuration and training to standardize, automate and track workflows. The result: an 85% reduction in critical defects (about $4 million in annual savings), $60,000 in labor savings from integration, improved customer satisfaction, and comprehensive reporting that enables more accurate planning and delivery estimates.

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