From security checks to modern IT architecture
CSS relies on Claranet for IT security, system stability and managed application hosting
“What began as an enquiry about a penetration test has developed into a partnership based on trust, which today enables us to have a secure and future-proof IT infrastructure.”
Project overview
| Car Service Solution CSS GmbH |
|---|
Founded: 2010, Berlin Locations: over 60 nationwide Employees: approx. 120 Sector: Vehicle-related services Core system: In-house developed CRM system for contract management and customer management Solution: MAH, penetration testing |
The challenge
Car Service Solution CSS GmbH provides operational services relating to vehicles, leasing and insurance – nationwide, in a structured manner and tailored to the requirements of professional clients. At the heart of its day-to-day operations is a proprietary CRM system that manages all processes, from vehicle procurement to customer communication.
CSS wanted to carry out a penetration test to ensure that this central system was protected as effectively as possible. Whilst searching for an experienced and reliable partner for cyber security and penetration testing, the company came across Claranet through an online search.
During the initial security assessment with Claranet’s specialists, it quickly became apparent that the problem lay not with individual vulnerabilities, but with the IT infrastructure itself. The CRM system was being operated in an external data centre without redundancy, backups or a contingency plan. Furthermore, best practices such as the separation of components according to role-based concepts had not been taken into account.
It also became clear that the existing infrastructure was no longer able to meet the growing demands. CSS had grown rapidly in a short space of time. Within a year, the number of branches in Germany had risen from 28 to over 50. As the company expanded, so too did the demands on the system’s performance and availability, particularly as the company was simultaneously launching its expansion into Switzerland and Austria. “On some days, we experienced noticeable waiting times because too many users were active at the same time. The system was overloaded and, at times, unavailable for several minutes,” recalls René Tomaschewski, Managing Director of Car Service Solution CSS GmbH.
Service availability also no longer met the increased expectations. CSS wanted to ensure that technical support was provided quickly and reliably when needed, in order to guarantee the smooth operation of the central CRM system in the long term.
The solution
Claranet wanted to do more than just test Car Service Solution’s IT infrastructure with a one-off penetration test; it sought to gain a fundamental understanding of how the company uses its systems, which applications are business-critical, and what objectives are associated with its further development. The aim was to analyse the IT environment holistically and develop it strategically.
To enable well-informed decisions, Claranet carried out threat modelling, which highlighted the key risks and vulnerabilities. The results showed where the greatest need for action lay and gave the management the confidence required to launch the jointly developed customer journey.
A key task proved to be the establishment of a stable, scalable and highly available hosting environment as the foundation for IT security and trouble-free operation.
“It was important to us that the data is stored in Germany. That builds trust.”
Before implementation began, the managing director presented the results of the analysis to the shareholders and, together with Claranet, outlined specific solutions. He was supported by a clearly structured decision-making document that combined technical and economic aspects.
On this basis, the decision was made to migrate the central CRM system to Claranet’s high-availability hosting environment. Operation and support are provided as part of Managed Application Hosting in Claranet’s own data centres in Germany, which ensures a stable, secure and high-performance application environment. A key component of Claranet’s recommendation was also the separation of system components according to clearly defined role-based concepts. CSS adopted this approach in full. The database, application logic and web access were separated from one another both structurally and in terms of infrastructure.
During the migration, steps were taken to ensure that all interfaces and data flows continued to operate stably within the new, redundantly designed infrastructure. The CRM system is closely linked to external partners and data sources and processes customer enquiries as well as other relevant information. Claranet supported CSS in the technical adaptation of these complex integrations, ensuring that the transition went smoothly and that all systems communicate reliably with one another.
The entire migration process was completed within four weeks. The actual migration took place on a Saturday so as not to disrupt day-to-day business operations. “I deliberately scheduled the go-live date outside working hours,” said René Tomaschewski. “The transfer took around 30 minutes; by then, the Claranet team had already finished, and I subsequently checked a few functions together with our developer. Everything went smoothly. There were no problems or stressful situations at any point.”
At the same time, Claranet supported CSS with further projects. Through the Workplace Unit, all mobile devices are now managed centrally via Microsoft Intune. New smartphones were introduced and an app developed that is used consistently across all devices. This allows devices to be configured individually, restricted where necessary, and customer data to be reliably protected. In addition, penetration tests are carried out regularly to ensure that the high level of IT security is maintained in the long term.
The result
By switching to Claranet, Car Service Solution has migrated its core application to a stable, high-performance and professionally managed platform. The new environment is based on a redundant server infrastructure in Claranet’s German data centres, which are certified to ISO 27001. It offers 24/7 monitoring with active incident management, regular maintenance and security updates, as well as flexible scalability to accommodate a growing number of users.
The effect was immediately noticeable. Previously, performance drops occurred regularly when too many staff members accessed the system at the same time. “There were days when we couldn’t work at all because the server was overloaded,” reports Tomaschewski.
Since moving to Claranet, the system has been running smoothly. In the first few weeks, we made a few minor adjustments, but the average utilisation rate now stands at around 15 per cent. That’s very reassuring, because we know that even with further growth, there’s still plenty of room for expansion. Should the load increase one day, Claranet can easily scale up the environment at any time.”
Thanks to the implementation of the role-based access control model, each system component has only the rights necessary for its specific area of responsibility. This has significantly reduced potential points of vulnerability and made security-related processes traceable. At the same time, operational stability has improved, as changes and maintenance work can be carried out in a targeted manner without affecting other areas.
As well as the technical stability, CSS particularly values the direct and reliable communication with the Claranet team. “I finally have dedicated points of contact – something I’ve never had before. Now, if there’s an issue, I can simply ring Claranet, briefly explain my concern, and it’s dealt with reliably. If something isn’t possible, I get clear feedback. The communication is straightforward and solution-oriented, and it makes collaboration much easier,” confirms René Tomaschewski.
Today, Claranet acts as a strategic IT partner and advises CSS on all matters relating to hosting, security and workplace solutions.
“Claranet didn’t just deliver what we asked for, but what we really needed. It was this honest advice and technical expertise that won us over.”
From Claranet’s perspective, too, the collaboration is characterised by a particularly partnership-based approach: “The project with Car Service Solution is a prime example of open and trusting collaboration. From the very start, CSS was willing to embrace new ideas and take our recommendations on board constructively. This mutual trust creates a foundation on which we are prepared to go the proverbial extra mile. That is part of our philosophy, and it works particularly well with CSS because our relationship is characterised by openness and reliability.”
The future
Car Service Solution plans to further expand its collaboration with Claranet. In addition to regular penetration tests, further security and compliance components are to be integrated into the roadmap for the coming year. Furthermore, the possibility of integrating international sites and subsidiaries into the central Claranet infrastructure is being explored.
“We are a highly digital company and are constantly evolving. Claranet supports us on this journey reliably and as a true partner,” concludes René Tomaschewski.