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Client Case StudiesInfo-Tech Research Group

Client Case Studies

• Food & Beverage

Boston Pizza

• Leisure & Hospitality

Cannery Casino

• Health Care

Sick Kids

• Health Care

Masonic Health System

• Manufacturing

Fleet Laboratories

Company: Founded in 1964, Boston

Pizza (TSE:BPF.UN) is now Canada’s

leading casual dining brand with more

than 340 restaurants from coast to coast.

The company also operates 50 locations

across the United States and one in

Mexico under the brand “Boston’s The

Gourmet Pizza.” Boston Pizza (BP) serves

more than 40 million customers annually,

resulting in gross sales of $853M.

Industry: Food and Beverage

Region: Richmond, BC, Canada

Company Size: 270 corporate staff

Technology Profile: The IT Department

manages approximately 45 different

applications which run the different

business processes. Core apps are SQL/

Microsoft based such as Dynamics,

ProClarity, SharePoint, and Exchange.

Business Situation: Since 2002, BP has

experienced rapid growth. In 2012, BP operates a

total of 340 restaurants. During the expansion

phase, the IT Department focused on initiatives

which provided added support for franchisees, and

ensured business continuity as a listed company.

Challenge: The IT Department embarked on

several projects, including consolidation of overall

infrastructure, virtualization of 60% of its servers,

and implementation of a $250,000 Disaster

Recovery Plan (DRP). The IT Department had to

build business proposals, assess vendors, and

design project plans focused on accomplishing its

goal of enabling business growth and continuity.

Solution: Info-Tech research helped the IT

Department strategize the desired structural layout

for its infrastructure, understand key success factors

for the initiatives, and validate the selection process

in accordance with the business’s size and

environment. The IT Department successfully

implemented its projects on time and on budget.

Client Case StudyBoston Pizza leveraged Info-Tech Research Group’s

services to virtualize 85% of its servers and to implement a $250,000 Disaster Recovery Plan.

Boston Pizza5500 Parkwood WayRichmond, British ColumbiaCanadaV6V2M4

“Info-Tech provides excellent research. The research is right in our sweet spot in respect to the topics covered, the presentation of information, and the practical nature of the research.”

Michael Moir, Network Systems Manager

Boston Pizza

Richmond, British Columbia, Canada

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Case Study:

Steve Johnston is the Chief Information Officer for Boston Pizza. Since moving to Canada in 1991, Mr. Johnston has worked with the Canadian Airlines, Intrawest and Ledcor in a variety of technology leadership roles. Prior to this, Mr. Johnston had a varied career in technology which began with British Telecom and British Airways where he had the opportunity to work on the development of a multi-national airline reservation system (Galileo).

Executive Bio

In 2009, BP built a two year roadmap for revamping its infrastructure. The roadmap involved consolidating infrastructure, virtualizing BP’s 25 physical servers, and implementing a comprehensive DRP.

The DRP had to serve two purposes:i. Capacity planning by ensuring that IT coped with business requirementsii. Duplication and storage of basic day-to-day operations

The strategy required the IT Department to map out its infrastructure, assess vendors for the various initiatives, select a disaster recovery site in Canada, and integrate DR into daily operational activities.

Challenge

Making major structural changes in order to support the business.

In 2002, BP became listed in the Toronto Stock Exchange. Over the next eight years, BP grew its number of stores by13% annually, to a total of 340 restaurants in 2011. The IT Department supported1,500 accounts for franchisees and continually increased its service offerings to franchisees. As a publicly listed company, the IT Department prioritized projects which would ensure business continuity, increase support for franchisees, and accommodate ongoing business growth.

Business Situation Enabling business continuity, and growth.

“One of the uncanny things about Info-Tech is that they often publish related research and case studies before we begin new projects. It has been very helpful to have upfront research when working on new technology services.

Steve Johnston, CIO

Boston Pizza

Richmond, British Columbia, Canada

Jeremy Patrick, Territory ManagerInfo-Tech Research Group

“To my customer,

I may not have the answer, but I’ll

find it. I may not have the time,

but I’ll make it.”

Case Study:

The IT Department utilized Info-Tech’s extensive research database to right-size the

infrastructure consolidation and virtualization initiative, ground its business proposals,

and satisfy key success factors. Info-Tech’s Vendor Landscapes helped the IT

Department assess vendors and select a disaster recovery site next to its

headquarters in Western Canada.

SolutionInfo-Tech reports on solutions, vendors, and implementation plans.

Info-Tech helped the IT Department circumvent much of the upfront research required for the multiple projects, allowing for completion of projects on time and on budget. The virtualization initiative helped limit the number of servers to five virtual servers and ten physical servers, instead of having 70 physical servers. Info-Tech’s international coverage on vendors helped BP to assess and select a DR site in Canada. BP now has a solid DRP satisfying its capacity planning and data back-up requirements.

ResultsPlanned, implemented, and adopted.

The achievement of large IT initiatives relies on the successful completion of several sub-projects. Organizations should strategize the completion of the sub-projects in order to accomplish the overarching initiative. Info-Tech research provides information on how to integrate and complement projects in order to satisfy the overarching goals.

Critical InsightsWorking towards a target.

Info-Tech's products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. Our practical approach is designed to have a clear and measurable impact on your organization's bottom line.

We serve over 24,000 IT professionals around the world. Since 1997, we have focused on making the work of IT leaders easier - and on helping them achieve greater personal and corporate success.

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Company: Cannery Casino Resorts, LLC

engages in the ownership and operation

of one racetrack, two hotels and four

casinos. The company also hosts

concerts, outdoor festivals, boxing, motor

sports, parties, and exhibits. Its casino

includes slot/video poker machines, table

games, and a poker room. The company

was founded in 2003 and operates as a

subsidiary of Millennium Gaming Inc.

Industry: Gaming and Hospitality

Region: Las Vegas, Nevada, U.S.A

Company Size: 4000 employees


manages 40 different applications which

run the full business process. Their core

apps are SQL/ Microsoft based.

Business Situation: Cannery Casino Resorts

deploys very targeted marketing campaigns. There

existed no system to segment the two million active

customers frequenting the various properties.

Challenge: The IT Department had to implement a

data warehouse and CRM system which could

actively segment current and new customers across

the different properties. This database would provide

marketing with information, as well as offer complete

transparency across the organization. The IT

Departments had to select vendors, negotiate

contracts, and identify the structure of the data

warehouse which would best suit their needs.

Solution: Info-Tech helped the IT Department

identify the right structure and size for a data

warehouse CRM initiative in accordance with the

business size and environment. Cannery Casino

Resorts now has the ability to combine customer

databases from multiple systems into one

centralized data hub and utilize the data for targeted

marketing campaigns.

Client Case StudyCannery Casino Resorts leveraged Info-Tech

Research Group’s services to consolidate a database

of 2 million clients for targeted marketing campaigns.

Cannery Casino Resorts

2121 East Craig Road

Las Vegas, Nevada

United States

89030

“On just a few projects we did

on Social Media, and Mobile we

got our money’s worth. Now we

are also utilizing reports from

Info-Tech to work on some big

ticket items such as CRM, and

Data Warehousing.”

Michael Day, CIO


Las Vegas, Nevada, U.S.A




http://twitter.com/


Case Study:

Michael Day is the VP IT & CIO for Cannery Casino Resorts. Prior to his current position he built one of the largest networks and systems in the State of Michigan for an organization with properties located across the State. In addition, Mr. Day is the founder of TribalNet, and serves as Advisory Board Member for several industry organizations including Gaming & Leisure Magazine.

Executive Bio

In order to overcome the current fragmentation of information across the properties, the IT Department at Cannery Casino Resorts decided to implement a data warehouse and CRM initiative which would aggregate client information across the properties. The IT Department had to identify the dimensions against which they could assess vendors for their data warehouse and CRM needs, as well as plan for implementation and adoption of the system.

ChallengeConsolidate, manage and analyze multiple databases across multiple systems.

In the hospitality industry, in order to better serve and communicate with customers, the business requires information on customers at an extremely granular level. In addition, Cannery Casino Resorts offers a wide variety of services and needs to know how customers react to promotions pertaining to hotel stays, table games, slot games, keno, bingo, buffets, cafes, etc. In the past decision-makers at Corporate were not in tune with the ins and outs of each of the properties and sent out targeted marketing campaign material only after sifting through multiple databases and multiple systems across their properties.

Business Situation Seeking a 360 degree view of the customer.

“In our industry especially, it is crucial to have a 360 degree view of the customer. We are working towards a system which will help the business better serve customers.”

“Our account rep, Erin, we love her level of energy and effort in helping everyone get on line. She’s done a great job!”

Michael Day, CIO


Las Vegas, Nevada, U.S.A

“I truly enjoy working with my clients and assisting them with all of their projects and initiatives. I make it about them because without them, I wouldn’t be here!”

Erin Font, Account ManagerInfo-Tech Research Group

Case Study:

Info-Tech Research Group grounded the IT Department’s decision to partner with Microsoft Dynamics

for their CRM initiative due to its fit with the IT Department’s technological setting and skill set. Vendor

evaluations from Info-Tech also helped the IT Department pick Informatica for their Data Warehouse

needs. Most critically, Info-Tech helped right size the product in accordance with the company size and

business environment, as well as helped map out the infrastructure for optimal performance.

SolutionInfo-Tech reports on solutions, vendors, and implementation plans.

Cannery Casino Resorts have successfully implemented 70% of an ETL Master Data Management System which will wrap up very soon. This includes ETL processes for data warehousing, Customer Data Integration, Master Data Management, and complete data integration across their various properties. In addition, they have built a solid implementation plan for a CRM system and commenced implementation.

ResultsSolid implementation plan and adoption strategies.

Finance, HR, Operations, and Marketing Departments leverage technology in order to stay competitive and relevant. The successful adoption of technology is reliant on IT Departments with a wide skill set, and on IT Managers who are in sync with business requirements. IT research reports help IT managers keep tabs on relevant technologies, and avenues through which they can assist the business.

Critical InsightsLeverage IT Departments for a competitive advantage.





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Organization: One of the world’s

foremost paediatric health-care

institutions dedicated to advancing

children’s health through the integration

of patient care, research and education.

Founded in 1875, SickKids is one of

Canada’s most research-intensive

hospitals and has generated discoveries

that have helped children globally.

Industry: Health/Life Sciences

Region: Toronto, Ontario, Canada

Organization Size: 8221 staff & students


manages 150+ different software

applications which run the full business

process. Their core apps are SQL/

Microsoft based in addition to several

clinical information systems, business

information systems, desktop productivity

tools, etc.

Business Situation: The IT Department has to

satisfy a set of diverse needs including clinical,

educational, research and corporate.

Most critically, the IT Department has to ensure

consistent quality service to staff who need access

to all patient information in real time on a 24/7 basis.

Challenge: In order to enhance their service

delivery, and preparedness they needed to

implement the second phase of the Disaster

Recovery strategy. This required the IT Department

to build an extremely thorough business case for the

project within a couple of months.

Solution: SickKids’ IT Department grounded their

proposed approach through research from Info-Tech

to ascertain that they had covered all their bases,

and proposed to spend the optimal amount. The IT

Department submitted the thoroughly formulated

proposal on time for approval.

Client Case StudyThe Hospital for Sick Children leveraged Info-Tech

Research Group’s services to ground a business

proposal for a $ 2.5 million, Phase 2 DR plan.

The Hospital for Sick Children

555 University Avenue

Toronto, Ontario

Canada

M5G 1X8

“We find your research very

valuable because you provide

very practical insight and

include critical details which

we take into consideration

when we have to make quick

strategic decisions.”

Daniela Crivianu Gaita, VP IMT & CIO

The Hospital for Sick Children (SickKids)

Toronto, Ontario, Canada




http://twitter.com/


Case Study:

Daniela Crivianu Gaita is the VP IMT & CIO for The Hospital for Sick Children. As VP IMT & CIO she leads the selection and implementation of innovative technologies in support of strategic directions. Previously she was Head of the Computer Department at the County Hospital of Timisoara. Ms. Gaita holds a Master’s degree in Computer Science from the Polytechnic University of Timisoara, Romania.

Executive Bio

At SickKids, the IT Department plays a critical role in maintaining information availability. In

order to satisfy these requirements, the IT Department had to implement a comprehensive

Disaster Recovery Plan. Since SickKids follows a well defined business cycle, a project plan for

the second phase of the DRP had to be finalized and submitted for approval within a couple of

months. The IT Department had to take care of daily activities, big ticket items, while also

formulating a solid business case for the second phase of the DRP (estimated at $2.5 million),

within a few months for review by the governing committees.

ChallengeBuilding a solid business proposal for a costly venture in little time.

The staff across the organization have become more and more dependent on technology. One

of the main business requirements of IT is to ensure that it provides consistent, quality data

across the organization, at all times. Many of the healthcare providers at SickKids deliver care

to very complex and critical patients. If the clinical systems are down, clinicians will not have

access to vital information required to provide care to patients.

Business Situation Ensuring information availability ranks as a top priority for the IT Department.

“I look at the ways in which technology can transform and better the way in which we operate across the organization.”

Daniela Crivianu Gaita, VP IMT & CIO

The Hospital for Sick Children (SickKids) Toronto, Ontario, Canada

Case Study:

In order to compile a solid business case quickly and thoroughly, SickKids leveraged

their access to industry experts and research papers at Info-Tech Research Group to

ground their proposal, satisfy key success factors, and ensure prompt delivery of the

business proposal.

SolutionPartnering with Info-Tech Analysts to comb through fine details.

The IT Department built a business proposal based on Info-Tech research, which encompassed all key areas, and was grounded on a thorough analysis for Phase 2 of their Disaster Recovery Plan. The IT Department built a bullet proof plan within a relatively short time, submitted it for approval to the governing committee and feels confident that all aspects of such a complex project have been accounted for.

ResultsSubmitted, approved and implemented.

Regardless of an organization’s size, or the wealth of information they might already possess,

it is critical to collect feedback and validate proposals with subject-matter experts to improve

timeliness, quality, and value.

Critical InsightsComplementing in-house expertise with external experts.





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Company: For over a 100 years,

Masonic Health System (MHS has been

bringing a better quality of life to

generations of people. The organization

operates a series of rehabilitation centers,

three retirement homes, and eight

hospice services.

Industry: Healthcare

Region: Charlton, Massachusetts, U.S.A

Company Size: 900 employees

Technology Profile: The software

ecosystem of MHS is quite varied, but the

databases are predominantly SQL. Core

applications are Microsoft based, with a

few Linux applications. In total, the

department runs approximately 40

different applications. Currently, MHS is

in process of moving their application

deployment system from vWorkspace to

Citrix.

Business Situation: The IT department handles

approximately 50 client facing help desk calls daily,

supports 900 company staff, assists 400 residents,

operates 720 events annually, and provides twenty-

four seven coverage for the therapists and hospice

units. Since the IT Department has only 13 staff, the

tasks have become extremely taxing on the

Department.

Challenge: The IT Department decided to outsource

appropriate services, as well as hosting of selective

applications to alleviate the pressures of day-to-day

activities. In order to do this efficiently, they needed to

decide what to outsource, shortlist vendors, and

negotiate contracts.

Solution: Analysts at Info-Tech helped the IT

Department identify that the “first call on help desk”

would yield the most value if outsourced, and selected

the ideal applications to be hosted externally. Info-

Tech helped MHS identify criteria for selecting

vendors, and helped them negotiate a deal 20% lower

than the price originally quoted by vendors.

Client Case StudyMasonic Health Systems leveraged Info-Tech

Research Group’s services in order to negotiate 20%

reductions in help-desk outsourcing contracts.

Masonic Health Systems88 Masonic Home RoadCharlton, Massachusetts

United States01507-1394

“Info-Tech Research Group has been extremely valuable. Our advisory calls with Info-Tech industry experts proved critical to the success of our negotiations with outsourcing vendors.”

Greg Abrams, VP IT


Charlton, Massachusetts




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http://cavareratings.com/uncategorized/masonic-health-system-the-overlook-life-care-community-charlton/

Case Study:

Leslie Dwight is CIO of Masonic Health System. She has 25+ years of experience in software product development in the fields of aging, education, finance, music, entertainment, and security. Ms. Dwight chairs the Deerfield, MA Ad Hoc Committee on Senior Housing, as well as being an advisor to the Franklin County Regional Housing Redevelopment Authority and Rural Development, Incorporated.

Executive Bio

The IT Department had to alleviate the stress on the IT Department without hiring on new

staff. They decided to outsource a few of their services, and externally host a few of their

application. But they were unsure what should be outsourced to attain maximum value, the

different dimensions for vendor evaluation, as well as how much should they pay for the

vendor’s services.

Challenge

Identifying solutions which will help the IT Department do more with less.

Within the last two years, the number of facilities have tripled, and the number of mobile staff

have jumped from 5 to 500. In addition, MHS has plans for further expansion in the very near

future. The IT Department takes care of all pieces of technology in the department and

handles 24/7 help desk calls. The 13 IT staff are overwhelmed, which has resulted in a high

staff turnover.

Business Situation

An understaffed and overworked IT Department.

“Our mission is to move to an organization that empowers elders to live independently wherever they live. They might live in one of our communities, or in their homes. You can only achieve that with technology.”

Leslie Dwight, CIO


Charlton, Massachusetts

David Chipp-Smith, Account ManagerInfo-Tech Research Group

“I am here to act as a ‘first responder’ for all client queries and needs. My role is not to satisfy the client, it is to amaze them.”

Case Study:

The IT Department consulted with Info-Tech Analysts who helped MHS identify their

key pain points. Info-Tech Analysts advised MHS to include first call on help desk into

their outsourcing contracts, because this would yield most value to MHS. After vendors

were shortlisted and contracts drawn up, MHS handed off the contracts to Info-Tech

Analysts. They tore the contract apart, compared them to industry standards, and

discovered that their vendors were tier three providers proposing tier one prices.

SolutionInfo-Tech contract review, and advisory calls with industry experts.

Info-Tech advised MHS that the vendor would not be able to provide them with tier one hosting services they required, but would satisfy their out-sourcing requirements. Backed by facts provided by Info-Tech, MHS easily re-designed the contract to better suit their needs. They selected a new vendor for hosting services and stayed with the current vendor for outsourcing. In addition, the contract review led to an immediate 20% reduction in proposed prices for all contracts.

ResultsOptimal outsourcing strategy, better contracts, and 20% reduction in prices.

Almost all contracts have room for negotiation. In order to negotiate a better deal and attain

more value, a business should identify exactly what they need and do not need from their

vendor. It always helps to have an experienced partner who has successfully negotiated prior

deals.

Critical InsightsSeek help when talking to your vendors.





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Company: Dr. Charles Browne Fleet

founded C.B. Fleet Family of Companies

in 1869. Today, Fleet Laboratories

conducts business in more than 100

countries and is an industry leader in the

personal healthcare industry. C.B. Fleet’s

offerings include oral, skin, and feminine

care.

Industry: Manufacturing

Region: Lynchburg, Virginia

Company Size: 275+ workstations


manages 89 different applications which

support the full business process. Their

core apps are SQL/ Microsoft based.

Business Situation: Fleet Laboratories’ operations

continue to expand thorough the the recession in

2008, and the subsequent economic slow down. The

IT department scrutinized their budget structure and

realized they needed a plan to control their

operational costs to assist the business during

expansion through an economic downturn.

Challenge: The IT Department decided to transition

to a system with usage based costs and lower

overhead costs. The transition would free up funds

and resources for big ticket items and strategic

projects.

Solution: The IT Department embarked on “Project

Freedom” which entailed moving 89% of their

infrastructure to the cloud, virtualizing 98% of their

applications, shifting their e-mail to Google, and

outsourcing 100% of help desk calls. The new

structure allows IT to seamlessly service the

business as it continues to expand and pay per

usage, rather than tying up IT mangers and funds for

daily ongoing activities.

Client Case StudyFleet Laboratories leveraged Info-Tech Research

Group’s services to shift 89% of their infrastructure to

the cloud and virtualize 98% of their applications.

Fleet Laboratories

4615 Murray Place

Lynchburg, Virginia

United States

24502

“Info-Tech Research Group

provides the best tactical, and

practical advice without a

doubt. When I needed to get

the rubber to the road, I went to

Info-Tech.”

Patricia Arthur,

Director of Global IT, Fleet Laboratories

Lynchburg, Virginia




http://twitter.com/


Case Study:

The IT Department spent 75% of the IT budget on maintaining current services, and only 25%

of the budget on activities which advanced the business. With the change in the economic

climate and the business’ increasing demands, IT had to formulate a strategy which would

allow them to efficiently handle a larger volume of day-to-day tasks, while freeing time and

resources for IT managers to focus on key areas that drives business value.

Challenge

Re-allocating resources and shifting to the cloud.

After more than 130 years in business, C.B. Fleet continues to expand their operations through

their headquarters in Virginia, and key sites in England, Sweden, Spain and Singapore. The

business’s increasing requirements overwhelmed the IT Managers who had to spread their

time working on tasks, managing projects, and maintaining current services. The IT

Department wanted to alleviate the pressures of ongoing daily activities, and implement

systems which would reduce maintenance activities, so that the they could shift resources and

staff to strategic IT initiatives.

Business Situation Satisfying growing requirements during an economic downturn.

“I was absolutely floored when all the executives backed the initiative. When I got them on board, I knew this initiative is not going to slow down. I’m really happy about that.

Patricia Arthur,

Director of Global IT, Fleet Laboratories

Lynchburg, Virginia

C.B. Fleet reaches millions of customers each day through their global distribution networks.

Case Study:

The IT Department consulted with industry experts from Info-Tech Research Group and utilized Info-

Tech’s extensive research database to identify possible solutions. After much evaluation, IT decided to

move their infrastructure to the cloud, and find a host for their applications. IT continued to leverage their

ongoing relationship with Info-Tech to understand the practical implications, make tactical decisions,

select a vendor and negotiate contract terms.

SolutionInfo-Tech research on solutions, vendors, and implementation plans.

“Project Freedom” resulted in shifting of 89% of their infrastructure to the cloud, virtualizing 98% of their applications, and moving 100% of their e-mail to Google. The new structure allows IT to service the business seamlessly as it continues to expand, and to pay for services in accordance with usage. IT Managers shifted their time from managing daily activities and staff, to analyzing avenues for assisting the business’s expanding operations.

ResultsReapportion budget from maintenance to enhancement services.

Utilize standardized templates and guidelines to quickly and effectively build solid project proposals.

Well formulated plans encourage senior management buy-in, and greatly improve the success rates for

project implementation and adoption. In addition, collect early and continued input from key

stakeholders and industry experts to attain desired functionality, and results.

Critical InsightsGarnering the support of senior management greatly improves success rates.





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