GiftCertificates.com (GCC), a trailblazer in the online gifting industry, had long succeeded by delivering convenience and flexibility to its customers. Serving over a million consumers and businesses across diverse sectors, the company thrived on speed and service excellence. Yet as the organization expanded, the very systems that once empowered its success began to hinder it. GCC’s IT environment, stitched together over time with multiple platforms and programming languages, became increasingly fragile. Workflows were embedded within applications, scalability was limited, and the time required to recover from system issues steadily grew. These constraints made it difficult to adapt quickly, compromising both growth and service delivery.

The Challenge: Unwinding the Complexity of Legacy Infrastructure

At its core, GCC faced a technology environment that was too tightly coupled. Processes were fragmented across platforms and teams, making oversight and change management difficult. Their reliance on seven different programming languages not only complicated development and maintenance but also created silos that isolated key workflows. As customer expectations evolved and digital competition intensified, the company realized it could no longer afford to operate with an inflexible, costly IT backbone.

This was not just an IT issue—it was a business challenge. The lack of agility prevented GCC from responding to market demands, exploring new service offerings, and improving internal efficiency. Leadership recognized that a shift toward a more adaptive and streamlined architecture was essential if the business was to remain competitive.

The Solution: Service-Oriented Transformation Powered by Interfacing

GCC partnered with Interfacing to initiate a transformation project grounded in visibility, alignment, and long-term scalability. At the heart of this effort was the implementation of Interfacing’s Enterprise Process Center® (EPC)—a platform designed to centralize process knowledge and enable service-oriented architecture.

The first phase focused on process discovery and documentation. Initially scoped to cover around 50 processes, the project quickly expanded as internal teams began to see the value of mapping their operations. EPC enabled GCC to visualize and consolidate workflows, identify critical application touchpoints, and standardize business rules across departments. This clarity served as the foundation for a broader architectural shift, empowering the company to transition to a unified technology platform that supported reusability, reduced costs, and improved data flow across business units.

Unlike past initiatives, this project fostered strong cross-functional engagement. IT staff embraced the EPC toolset and methodology, while business users gained new insights into how their work connected to broader objectives. Managers began requesting access to process documentation for their teams, and several key individuals emerged as process owners, further embedding a culture of transparency and collaboration within the organization.

Results That Exceeded Expectations

Although the project originally aimed to document a limited set of processes, the final outcome included the mapping of over 340 workflows, many of which were tied directly to GCC’s core applications, data structures, and business rules. The documentation not only clarified operational complexity but also facilitated a smoother transition to a service-based infrastructure. Interfacing’s EPC platform became more than just a repository; it became a strategic enabler of knowledge management, operational control, and digital transformation.

The process also helped navigate organizational changes. Teams undergoing restructuring found reassurance in having well-documented processes to guide their transitions. Business users reported a stronger sense of ownership and alignment, while IT leaders found new confidence in their ability to scale and modernize.

This engagement with Interfacing marked a turning point for GiftCertificates.com. By embracing a process-first approach, they were able to unlock the flexibility, efficiency, and resilience needed to future-proof their business.

How Interfacing Can Help Your Business Succeed

Interfacing empowers organizations facing similar challenges to map out a path forward with clarity and confidence. Whether you’re modernizing legacy systems, pursuing ISO or QMS certification, or seeking to integrate governance into your digital initiatives, our suite of tools and professional services help you achieve operational excellence. With solutions spanning Business Process Management, Risk & Compliance, Low-Code Development, and AI-enhanced process discovery, Interfacing is your partner in sustainable transformation.