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IBM Global Technology Services

Integrated communications services from IBM—success stories.A guide to client references

IBM Mobility and Wireless Services

IBM Converged Communications Services

IBM Network Integration Services

IBM Network Managed Services

IBM Networking Strategy and Optimization Services

IBM RFID Services

OVERVIEW

FEATURED REFERENCES BY SERVICE

Integrated communications services—helping clients design, implement and manage integrated communica-tions and networking environments to drive collaboration, business flexibility and growthWith a whole new range of voice, video and data capabilities at their fingertips, businesses have tremendous opportunities

to connect, communicate, collaborate and manage information in new ways. They can conduct business virtually anywhere,

anytime, using multiple types of devices and communications. With this power, organizations have the potential to create and

support innovative new business models—from advanced collaboration environments to customer self-service to mobile

workforce support.

But with these new opportunities come new challenges. Challenges associated with aligning business, IT and communica-

tions strategies; selecting the right technologies; architecting, integrating and implementing new technologies with business

processes; and cost-effectively managing the ongoing operations of existing and new voice and data networks.

Integrated communications services from IBM are designed to help clients meet these challenges with comprehensive solu-

tions fusing IBM’s IT and business solutions expertise, proven methodologies, highly skilled global resources, industry-leading

management platforms and processes, and strategic relationships with other industry leaders. Integrated communications

services solutions focus on designing, implementing and managing clients’ communications and networking environments to

help optimize them for anytime, anywhere integrated business communications.






IBM RFID Services

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This reference guide can help you demonstrate IBM’s effectiveness in helping clients create integrated communications

environments for flexibility and growth—and in delivering real business benefits.

Integrated communications services fit within IBM’s solutions frameworkBusinesses are clamoring for solutions that address a range of business problems. They no longer look primarily for point

products that meet a single need but leave them with the headache of trying to integrate new investments with the rest of

their IT and communications infrastructures. Instead, clients want menus of products and services that will help them align

new technologies with their legacy environments.

Converged communications services

A converged communications network can increase user productivity and expand business capabilities while lowering costs.

IBM has the technology and the expertise to help integrate voice, video and data networks into a single infrastructure that

leverages IP telephony to help improve productivity, facilitate collaboration, reduce costs and increase operational flexibility.

Mobility and wireless services

With more employees and end users on the move or working remotely, companies, municipalities and public agencies

are realizing they need to enable improved collaboration, more secure data access and more reliable connectivity. IBM

services help organizations integrate wireless and mobility solutions that can boost productivity and lower costs.

Network integration services

The network is the central nervous system of any business. Communications, business processes and applications all depend

on it. But changing technology, geographic distance and multivendor requirements can make it difficult for your network to

keep pace. IBM can help by supporting maximized network availability and performance—with greater cost control.






IBM RFID Services

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Network managed services

Every day, networking and communications environments grow more complex. IBM helps clients keep pace by providing com-

prehensive solutions to manage voice, data and video networks—for wide area, local area and mobile communications. Our

network managed services leverage proven expertise, platforms and tools, as well as extensive global supplier relationships.

Networking strategy and optimization services

As your network grows, there’s always an opportunity to better align your infrastructure to your business goals by achieving

enhanced performance, higher efficiency and lower costs. IBM provides strategy, assessment and optimization services to

help identify where you can make improvements.

RFID services

Radio frequency identification (RFID) technology provides the ability to collect and analyze data in real time to help improve

supply chain visibility, secure assets, and protect against fraud and theft. By leveraging IBM’s structured service products

and extensive industry experience, clients can save time, reduce initial implementation costs and lower total cost of owner-

ship of RFID projects.

How to use this guideThis reference guide can help you understand IBM’s capabilities in the integrated communications services area through

real-world scenarios that demonstrate these services in action. Use it to quickly find stories that illustrate how IBM delivered

high-quality, value-added services that helped address the integrated communications needs of companies of all sizes in a

variety of industries around the world.

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IBM RFID Services

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Featured integrated communications references, by service

IBM has a comprehensive list of integrated communications accounts—searchable by service—that can be used to illus-

trate the many choices we can offer to clients. Click on the links below to view each reference.


Specialized hardware, technology and services •provider positions itself to reduce costs and improve customer service

Pharmaceutical company converges communications •systems and reduces total cost of telephony ownership during relocation project

City government realizes annual communications savings• and improves response time to citizen requests

IT service provider reduces its telephony costs, •increases efficiency, and raises employee and customer satisfaction levels

Global engineering and construction company gains a •more flexible and cost-effective integrated communica-tions solution

Telecommunications provider improves customer •satisfaction and boosts revenues

Major maritime carrier saves money and gains a robust •and reliable telecommunications system

Leading insurance brokerage creates greater efficiencies •with an updated telephone system

Large utility company improves its network speed• ten-fold, enhances scalability and security, and speeds return on investment

Biopharmaceutical company significantly reduces •telephony costs with a fixed-line solution

Law firm increases its annual billable work by US$1.3 •million by implementing a VoIP system

Leading glass provider cuts costs, improves employee •productivity and increases customer responsiveness

University successfully integrates two data centers in •time for the new school year

European retailer consolidates its communication plat-•forms while adding functionality and reducing costs

Internet service provider opens a significant new •revenue stream

Media provider of financial information corners a •marketplace opportunity and boosts its customer satisfaction levels

Global leader in the PC marketplace develops and •implements a network solution at 55 globally dispersed sites to speed relocation under a tight deadline

Law firm achieves a return on its IP telephony investment •in six months

Major educational institution enhances the quality of its •instruction and improves collaboration with students

Professional retirement institution improves call center •service, reduces expenses and increases sales

Worldwide provider of workplace solutions deploys •innovative technology and reduces infrastructure costs by 10 percent

One of the world’s leading producers of aluminum •improves satisfaction and reduces costs with unified communications

Bank holding company reduces costs, increases net-•work availability and implements a scalable platform

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IBM RFID Services

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Featured integrated communications references, by service (continued)Aged-care facility cuts labor costs by 10 percent and •responds to patient requests more quickly

Direct marketer of collectibles speeds the completion of •its VoIP project

Large banking group improves customer satisfaction •and reduces telephone expenses by 25 percent

New museum speeds to open on time and within budget•

IT service provider optimizes costs through the quick •deployment of a converged infrastructure

University medical center expands call center services •with an IP-based telephony solution

Hospital achieves return on investment in nine months •and improves staff efficiency in the emergency room

Multinational furniture manufacturer lowers telecommuni-•cations costs and improves business flexibility

Bank meets branch opening deadline and simplifies •communication with its parent organization

School district improves productivity and reduces costs •with a new communications infrastructure


Hospital achieves return on investment in nine months •and improves staff efficiency in the emergency room

Large public transportation system bolsters its proac-•tive stance against crime and instills peace of mind in passengers

Rapidly growing city works to improve employee pro-•ductivity and enhance quality of life for citizens

Major utilities provider expects to gain substantial market •share when it offers its customers the ability to proactively control the cost of energy bills

University-affiliated crime scene investigation team •deploys land-to-sea real-time communication and collaboration solution

Medical center improves its outpatient care and •increases its responsiveness

College increases staff visibility and attracts new •students with a groundbreaking wireless network

Major urban department of education increases the use• of technology and the Internet for instruction

Wholesale company improves and simplifies logistics, •saves time, drives accuracy and enhances customer service

Beverage distributor saves an estimated US$4 million •annually and improves customer satisfaction

City acquires the IT and business plans it needs to • cost- effectively deploy a citywide wireless network

Major healthcare facility improves the productivity of its •employees and gains the ability to better track its assets

European retailer consolidates its communication plat-•forms while adding functionality and reducing costs

City government improves collaboration and employee •flexibility while reducing telephony costs

Teaching hospital improves patient care and increases •patient satisfaction


Major energy delivery company improves remote •capabilities, meter-reading processes and emergency reaction time

IT department reduces costs, increases functionality and •improves productivity associated with its telephone system

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IBM RFID Services

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Featured integrated communications references, by service (continued)Financial institution improves the availability, performance •and scalability of its enterprisewide IT architecture


Government ministry decreases total cost of ownership •while improving crisis response time

Public hospital constructs a new digital hospital facility •with eye on time and on budget

University successfully integrates two data centers in •time for the new school year

Savings bank upgrades network infrastructure to boost •performance and availability

Electronics company increases productivity with a •powerful and available network infrastructure

Software and services provider enhances processing •power and reduces total cost of ownership

School district improves productivity and reduces costs •with a new communications infrastructure

County government justice center enhances communi-•cation with a new network infrastructure

Nonprofit organization unifies its offices with a scalable, •cost-effective networking solution

University-affiliated crime scene investigation team •deploys land-to-sea real-time communication and collaboration solution

Global leader in the PC marketplace develops and •implements a network solution at 55 globally dispersed sites to speed relocation under a tight deadline

Major urban department of education increases the use •of technology and the Internet for instruction



Law firm achieves a return on its IP telephony investment •in six months

IT service provider optimizes costs through the quick •deployment of a converged infrastructure

IT service provider reduces its telephony costs, •increases efficiency and raises employee and customer satisfaction levels

Telecommunications provider improves customer •satisfaction and boosts revenues

Biopharmaceutical company significantly reduces •telephony costs with a fixed-line solution

New museum speeds to open on time and within budge• t

City government realizes annual communications • savings and improves response time to citizen requests

Major maritime carrier saves money and gains a robust •and reliable telecommunications system

One of the world’s leading producers of aluminum •improves satisfaction and reduces costs with unified communications


News media company gains control over vital technology •and boosts its insight into the performance of its network


Online financial services provider achieves higher cus-•tomer satisfaction with improved Web site performance

Manufacturer and distributor of kitchen and bathroom •furnishings optimizes its supply chain processes

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IBM RFID Services

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Featured integrated communications references, by service (continued)Bank holding company reduces costs, increases net-•work availability and implements a scalable platform

Automotive parts supplier in Germany expects to save •on IT costs

City government improves collaboration and employee •flexibility while reducing telephony costs


Bank meets branch opening deadline and simplifies •communication with its parent organization

Major provider of telecommunications services gains• mission-critical backup and storage for customer multi-media data

Document-destruction company supports rapid growth •with a scalable IT infrastructure

Medical research organization streamlines its infrastructure •to enhance patient care


Financial institution improves the availability, performance •and scalability of its enterprisewide IT architecture

Large utility company improves its network speed ten-•fold, enhances scalability and security, and speeds return on investment

Electronics company increases productivity with a •powerful and available network infrastructure

Savings bank upgrades network infrastructure to boost •performance and availability

County government justice center enhances communi-•cation with a new network infrastructure

IBM RFID Services

German car manufacturer makes container movements •between plants more efficient and cost-effective

Nutrition company improves inventory turnover and •streamlines its distribution operation

Indian automotive parts manufacturer gains improved •control over production processes and change man-agement processes


European motorcycle manufacturer works to substan-•tially improve production-line efficiency and reduce tracking errors

Manufacturer and distributor of kitchen and bathroom •furnishings optimizes its supply chain processes

French automobile manufacturer frees up capital by •reducing unnecessary inventory

Energy company reduces tracking work, improves its •monitoring capabilities and avoids additional costs

Oncology center improves patient safety and cuts cost• s

Leading telecommunications company introduces a new •revenue stream, leading to higher average revenue per user

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IBM RFID Services

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IBM CONVERGED COMMUNICATIONS SERVICES

SECTOR: Industrial

LOCATION: Denmark

INDUSTRY: Chemicals and petroleum

PROFILE: A specialized hardware, services and technology provider with more than 1.5 million customers in 50 countries

SIzE: 100–499 employees

Specialized hardware, technology and services provider positions itself to reduce costs and improve customer service

Client requirements:In an effort to improve customer service, this European company wanted to

integrate its telephone systems with its SAP customer relationship management

(CRM) software. However, the existing telephone system lacked the flexibility

to support the integration. The company decided to build a global IP telephony

infrastructure to support this project and other telephony service expansions

that would benefit customers and employees.

Solution:IBM Global Technology Services met with the client to map out a network design

and a project timeline. The IBM team designed a comprehensive IP telephony

solution based on Cisco products that added several features, including a switch-

board, voicemail, a call center and integrated voice response (IVR) technology.

The solution was designed for 250 users but can scale to accommodate up

to 1,000 users. The IBM Global Technology Services staff provided complete

deployment as well as network and SAP CRM integration within six months.

Benefits:Connected all company offices in one region and established plans to •

expand service to the entire organization

Eliminated internal telephony costs between offices•

Reduced infrastructure and management costs with a scalable solution•

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SECTOR: Distribution

LOCATION: Philippines

INDUSTRY: Healthcare, life sciences

PROFILE: A global pharmaceutical company that develops and manufactures medicines to treat a variety of medical issues

SIzE: 10,000+ employees

Pharmaceutical company converges communications systems and reduces total cost of telephony ownership during relocation project

Client requirements:A global pharmaceutical company decided to take advantage of an upcoming

office move to implement a new, converged local area network (LAN) and IP tele-

phony system. With the new network, the company hoped to increase application

support and improve internal and external communication. The project required

precise timing of solution implementations and open communication between the

systems integrator and the in-house IT and relocation teams.

Solution:IBM Philippines took charge of the move, relocating all servers and workstations

and installing a Cisco-based IP telephony system. The company engaged IBM

Global Technology Services to design, configure and commission an interoperable

two-tiered LAN and IP telephony setup. To meet the project’s tight deadline, an IBM

project manager coordinated with third-party suppliers and a general contractor.

Benefits:Relocated 128 PCs and a videoconferencing system with minimal difficulty, •

resulting in limited business downtime

Reduced telephony costs and total cost of ownership with an integrated LAN •

and IP telephony solution

Redirected focus to monitoring compliance within the tight timeline by letting •

IBM manage the relocation project

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IBM RFID Services

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IBM NETWORk INTEGRATION SERVICES

SECTOR: Public

LOCATION: Spain

INDUSTRY: Government

PROFILE: A city government that serves 40,000 constituents


City government realizes annual communications savings and improves response time to citizen requests

Client requirements:As a city government that sets public policy for 40,000 citizens, this organiza-

tion strives to answer constituent inquiries as quickly and efficiently as possible.

Unfortunately, a decentralized call center supported by an aging PBX telephone

system inhibited timely employee response. Because the government could not

manage the PBX system remotely, it relied on external vendors for maintenance.

The city needed a more versatile communications infrastructure to accelerate

response time and reduce maintenance costs.

Solution:The government engaged IBM Global Technology Services to design, install and

configure a Cisco-based IP telephony structure using the city’s existing fiber-optic

data network. The new system was the first infrastructure of its kind to be used by

a city government in that country. In addition to implementing and testing the entire

system, IBM provided training for government employees so they could indepen-

dently maintain and reconfigure system components.

Benefits:Eliminated third-party contracts, resulting in an annual savings of US$40,000•

Improved government responsiveness to citizens•

Developed a modern, self-administered system that serves as a model for •

other city governments around the country

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IBM RFID Services

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IT service provider reduces its telephony costs, increases efficiency, and raises employee and customer satisfaction levels

Client requirements:This IT provider for commercial banks needed to replace its member banks’

traditional telephone systems. Each branch of each bank maintained indepen-

dent telephone systems, which made it impossible for employees to transfer calls

between buildings and compromised customer service. The old system was also

expensive to maintain. A newer, more flexible telephony solution would enable the

banks to serve customers seamlessly and would help the IT provider save money.

Solution:IBM Global Technology Services designed and implemented a centralized, enter-

prisewide IP telephony system. The updated system combines Cisco CallManager,

Cisco Unity Voice Mail, Netwise Contact Management and IBM Tivoli® Identity

Manager software with IP telephones. The IBM team integrated the IP telephony

solution with the company’s existing data connections and IT infrastructure. The

centralized system required one-tenth of the telephone lines that the previous

system used, allowing bank branches to share lines and reduce expenses.

Benefits:Improved customer service and streamlined productivity with new •

telephony features such as presence awareness

Transitioned smoothly to the new system with assistance in project •

management, implementation and training

Reduced system complexity and telephony costs•



SECTOR: Financial

LOCATION: Denmark

INDUSTRY: Banking, computer services

PROFILE: An IT service provider for 17 commercial banks in Denmark


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IBM RFID Services

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SECTOR: Industrial

LOCATION: Australia

INDUSTRY: Construction/architecture/engineering

PROFILE: The Australian branch of an American global construction, engineering and project man-agement firm


Global engineering and construction company gains a more flexible and cost-effective integrated communications solution

Client requirements:This century-old engineering firm wanted to eliminate the traditional dual infra-

structure for data and voice systems. A single infrastructure would provide cost

savings and the flexibility to move employees to different departments within the

main office and between remote field offices. The company decided to use the

relocation of its headquarters as an opportunity to install a converged IP network.

Solution:The company engaged IBM Global Technology Services to help design and

implement a VoIP system. First, a network architect from IBM Global Technology

Services answered the client’s initial questions about IP telephony. Then, IBM

designed an IP communications solution based on three IBM System x™ serv-

ers, more than 200 Cisco IP telephones, and Cisco CallManager, Cisco Unity

Voice Mail and Cisco Unified Messaging software. IBM also built a 30-phone

test system to set up the solution without affecting existing operations.

Benefits:Minimized the complexity of staff moves at the new headquarters•

Simplified system management with an IP network–based solution•

Eased network management, reducing IT costs significantly•

Reduced the cost and complexity of setting up temporary office facilities•

Provided a scalable platform for future technologies, such as IP •

videoconferencing

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SECTOR: Communications

LOCATION: Norway

INDUSTRY: Telecommunications

PROFILE: A telecommunications provider specializing in call management and mobile services


Telecommunications provider improves customer satisfaction and boosts revenues

Client requirements:This telecommunications provider wanted to grow its share of the national telecom-

munications marketplace by offering new IP-based services. But the company was

using an aging circuit-switched telephone network based on integrated services

digital network (ISDN) technology. To provide its customers with basic and modern

services, the company needed a state-of-the-art telecommunications platform that

was scalable, dynamic and powerful.

Solution:IBM Global Technology Services consulted with the company in selecting

the best platform for its needs. Once the choice was made, IBM provided

project management, implementation and testing services to get the system

operational within a short timeframe. The team installed two IBM BladeCenter®

HS20 systems to support the new platform and address the requirements

of the telecommunications industry. With the new platform running on IBM

BladeCenter technology, the company gained a next-generation, resilient,

advanced communications system.

Benefits:Increased customer offerings to include basic telecommunications services •

and advanced features

Increased uptime potential with IBM BladeCenter resiliency•

Gained a flexible, scalable platform to support future innovations•

Built a powerful new infrastructure in only six months•

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LOCATION: France

INDUSTRY: Travel and transportation

PROFILE: One of the world’s largest maritime carriers


Major maritime carrier saves money and gains a robust and reliable telecommunications system

Client requirements:As one of the world’s largest container shipping companies, this maritime carrier

depends heavily on global communication and collaboration to deliver containers

to their destinations. The company’s analog telephony system was cost-prohibitive

and did not offer many modern communication features such as Web conferenc-

ing and videoconferencing. A converged communication system from a single

provider would ideally cut costs and provide advanced modern features.

Solution:Working closely with the maritime carrier, IBM helped the client determine the

best telecommunications system for its offices worldwide. The new system

included a Cisco IP communications solution running on a local area network

(LAN) infrastructure, WiFi technology and IP telephony. With the solution, the

company gained the ability to leverage new technologies, such as IP telephones,

videoconferencing and Web camera technology, in a cost-effective manner. IBM

defined, designed and installed the solution.

Benefits:Reduced costs and complexity with a single-vendor solution•

Enhanced communication between global offices for transcontinental shipments•

Implemented the solution quickly and cost-effectively•

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SECTOR: Financial

LOCATION: France

INDUSTRY: Insurance

PROFILE: An insurance brokerage for local governments and hospitals

Leading insurance brokerage creates greater efficiencies with an updated telephone system

Client requirements:This insurance brokerage relies on its telephone system as its primary means of

internal and external communication. It needed to add new technologies to take

advantage of various new functions and to improve the quality of telephone

communications for its customers. In particular, it sought to reduce the number

of rings for calls waiting, lessen the risk of dropped calls during transfers and

prepare for virtualization.

Solution:The firm engaged IBM Global Technology Services and IBM Alliance Partner

Avaya to design and install an upgraded telephony system. IBM and Avaya

deployed 430 telephones. The process also linked the telephony system with

an electronic directory system, enabling users to connect with others on the IP

network regardless of geographical location.

Benefits:Improved call efficiency with a simplified workstation•

Modernized and facilitated telephony management and billing•

Introduced several advanced call features, including e-mail integration •

and voice-activated connection

Provided IT staff with statistical information on calls•

Instituted an alarm system to alert management about possible hardware •

and software failures

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IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES


LOCATION: Italy

INDUSTRY: Energy and utilities

PROFILE: A large multinational power company that serves approxi-mately 50 million customers


Large utility company improves its network speed tenfold, enhances scalability and security, and speeds return on investment

Client requirements:This utility, a large power company, needed to update its wide area network

infrastructure to enhance its ability to deliver high-quality data, video and voice

services. New IT applications were already putting a strain on bandwidth, and

future applications would require higher network performance standards. The

company also needed to consolidate networks for cost reduction while continuing

to provide a common security level.

Solution:The company engaged IBM Global Technology Services along with Wind

Telecomunicazioni SpA to design, test and implement a new Multiprotocol

Label Switching (MPLS) network infrastructure backbone built around the

concept of network virtualization. The resulting solution was one of the first

dedicated, enterprise-grade MPLS networks in the world—a single, con-

solidated, multi service network that delivered better performance through

high-speed interconnection between sites.

Benefits:Improved network speed tenfold•

Provided higher scalability and security with the MPLS protocol•

Enabled deeper manageability with an IP-based network•

Achieved faster ROI because of network consolidation and the simplification •

of maintenance services

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LOCATION: Switzerland

INDUSTRY: Healthcare

PROFILE: A research-driven pharmaceu-tical company with offices in Denmark and Switzerland

SIzE: 1,000–4,999 employees

Biopharmaceutical company significantly reduces telephony costs with a fixed-line solution

Client requirements:As the result of a relocation, this research-driven pharmaceutical company saw

an increase in telephone usage between offices in two countries. The company

relied exclusively on mobile phones, which led to increased transfer times as

well as growing costs. To facilitate communication between its two offices, the

company wanted to install a standard, IP-based fixed-line telephony system.

Solution:IBM Global Technology Services helped the company design and implement a

standard telephony solution to meet business requirements, industry specifica-

tions and a restricted budget. The Cisco-based infrastructure, which included a

Netwise reception solution, gave employees access to advanced features, such

as universal calendar access and customizable presence awareness settings.

Benefits:Generated significant monthly call savings with a fixed line between the •

two offices

Reduced company call-transfer times by 75 percent•

Improved user satisfaction levels with greater flexibility•

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SECTOR: Financial

LOCATION: Canada

INDUSTRY: Professional services

PROFILE: A leading business law firm with approximately US$118.3 million in annual revenue


Law firm increases its annual billable work by US$1.3 million by implementing a VoIP system

Client requirements:This leading business law firm charges a high hourly rate for its services, so

the productivity of its personnel often has a direct effect on its bottom line. This

productivity was hampered by the firm’s long-standing telephone system, which

provided unreliable uptime and lacked adequate call-tracking technology used in

tallying billable hours. Upgrading to an IP-based solution would enable the firm to

boost productivity and profitability.

Solution:IBM Global Technology Services helped the company optimize its communica-

tion capabilities by implementing a VoIP solution incorporating IBM xSeries® 346

servers, the Microsoft® Windows® 2003 operating system and Cisco IP Contact

Center software. Together, IBM and the client mapped out a prospective solu-

tion and a migration plan. IBM also helped the firm integrate existing customer

relationship management and billing systems, install videoconferencing technol-

ogy and train staff on the new systems.

Benefits:Boosted billable hours, increasing annual firm revenue by US$1.3 million•

Acquired greater system integration•

Gained better utilization of existing systems and technology•

Obtained the ability to use any phone, regardless of location•

Improved collaboration with videoconferencing and application-sharing •

capabilities

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SECTOR: Industrial

LOCATION: Spain

INDUSTRY: Industrial products

PROFILE: A major manufacturer of glass products


Leading glass provider cuts costs, improves employee productivity and increases customer responsiveness

Client requirements:This major provider of float glass and fabricated glass products needed to

improve its communication systems and establish a modern, automated call

center to meet customer demand. The manufacturer relied on traditional PBX

telephone systems that were expensive to maintain and too inflexible to support

business growth. The company wanted to integrate its telephony and IT environ-

ments, but it lacked the internal skill set to make the transformation on its own.

Solution:The company engaged IBM Global Technology Services to help design a solu-

tion. The IBM team analyzed current needs and assets and used the information

to design a VoIP telephony system. The team then installed the Cisco-based

system and replaced the company’s traditional phones with IP phones. The new

system provided voicemail and call management, and it added advanced

features such as interactive voice response (IVR), network-to-client telephony

integration and intelligent call routing.

Benefits:Moved from multiple third-party contracts to a single service provider•

Reduced telephony expenses by 25 percent•

Improved operational efficiencies across the enterprise•

Created a scalable solution with reusable components•

Improved customer responsiveness and gained new business•

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LOCATION: Italy

INDUSTRY: Education

PROFILE: An independent university


University successfully integrates two data centers in time for the new school year

Client requirements:This independent university was building a new campus in another city and

needed to connect the new building to the infrastructure in its existing location.

The institution sought the expertise of an IT service provider to help it complete

the connection in time for the beginning of the fall semester.

Solution:The university engaged IBM Global Technology Services to develop and imple-

ment a project that would connect the client’s existing data center with the new

data center via a WiFi connection. IBM deployed a new voice communication

system using Cisco switches, access points, IP telephones and other equipment.

The solution included IBM System x™ 3650 servers running the Microsoft®

Windows® operating system, which the university uses to manage the network,

WiFi connections, IP telephones, printers, tape libraries and security protocols.

Benefits:Connected existing and new buildings in time for the fall semester•

Gained a solution that is easy to replicate and expand to support additional •

locations and applications

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IBM MOBILITY AND WIRELESS SERVICES


LOCATION: Sweden

INDUSTRY: Retail

PROFILE: A major consumer retail chain


European retailer consolidates its communication plat-forms while adding functionality and reducing costs

Client requirements:As part of a larger objective to streamline processes, this large chain retailer

decided to consolidate its separate IT and telephony solutions into a single com-

munications platform. The company had relied on a traditional PBX telephone

network that hosted more than 5,000 phone extensions. To achieve consolida-

tion, the company required a new IP telephone infrastructure that would support

mobile technology, traditional office phones, voicemail and videoconferencing.

Solution:Working with IBM Global Technology Services, the company designed and

implemented an integrated IT and telephony solution based on Cisco IP

Communications (IPC) technology. The IBM wireless team designed a wireless

infrastructure component and set up firewalls. IBM built the solution to run on

an IBM System x™ platform comprising 20 servers with Intel® processors that

seamlessly integrated with the IP telephony system. IBM is slated to provide

training, maintenance and support as the solution rolls out companywide.

Benefits:Gained a solution expected to deliver ROI within 18 months•

Improved communications efficiencies with streamlined call management •

processes

Gained the ability to integrate additional functionality for videoconferencing •

through IBM Lotus Notes® software

Increased security potential with support for IBM Tivoli• ® software password

and identity management

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LOCATION: Croatia


PROFILE: A regional Internet service provider


Internet service provider opens a significant new revenue stream

Client requirements:Following the deregulation of the national telecommunications marketplace, this

Internet service provider risked losing its competitive edge. Other marketplace

players began providing more innovative services, contrasting the company’s

traditional Internet access and e-mail model. To reverse this trend, the company

sought to create a “double-play” service that would include data and voice

services, as well as a “triple-play” option that would link data, voice and video.

However, an infrastructure makeover of this scale required technological exper-

tise and financial backing.

Solution:The service provider relied on IBM Global Technology Services to build a system

that included an industry-leading VoIP platform linked to the company’s existing

telephony system. Centralized switching enabled the provider to offer double-play

and triple-play options to customers. Furthermore, the solution required only a

single IBM server, which freed IT staff from server administration. The company

used IBM Global Financing to spread out the costs of the solution over three years.

Benefits:Attracted a significant number of new customers in both business and •

residential categories

Cut costs by reducing the server administration staff from 20 employees to 3•

Improved total cost of ownership with a generous financing plan•

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LOCATION: Finland


PROFILE: A financial media service

Media provider of financial information corners a marketplace opportunity and boosts its customer satisfaction levels

Client requirements:This finance media company is dedicated to providing customers with fast

access to important financial information through new mobile technologies.

However, the company discovered a gap in its portfolio: People who lacked

access to the Internet had no means of accessing its financial information ser-

vices. As a result, the company wanted to develop a way to deliver financial

information across traditional phone lines.

Solution:IBM Global Technology Services worked with the company to create a voice-

activated and speech-guided financial information service that is compatible

with all phone systems. Users can access the system to listen to stock market

information in real time and catch up on daily news developments. Callers use

voice commands to request information, which is delivered to them in audio

voice format.

Benefits:Established itself as the first provider of a speech-controlled, real-time •

financial information source

Increased customer satisfaction with better access to data and no •

call queues

Reached a new audience of users who lack Internet access•

Enabled companies to help their employees make better business decisions•

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IBM RFID Services

OVERVIEW




SECTOR: Industrial

LOCATION: United States

INDUSTRY: Computer services, electronics

PROFILE: A marketplace-leading PC maker


Global leader in the PC marketplace develops and implements a network solution at 55 globally dispersed sites to speed relocation under a tight deadline

Client requirements:After acquiring a PC manufacturing division from another company, this

marketplace-leading company needed to move its offices to a new location.

The move required the company to implement new networks at locations in

more than 55 countries under a tight deadline to comply with regulatory man-

dates. Having only a small IT department, however, the company needed help

in designing the networks it needed to accomplish the move.

Solution:IBM Global Technology Services worked with the company to develop a net-

work site solution architecture comprising a local area network, a firewall, data

network bandwidth, and telephony and voice network bandwidth. The IBM

Global Technology Services team then engaged other IBM teams from around

the world to implement the solution in approximately 55 countries. Each site

received one week of support as part of the network site solution, and many

sites chose to extend the support contract for several months or years.

Benefits:Avoided legal and financial consequences by completing the implementation •

in nine months

Created an independent Lenovo corporate environment that is tied together •

by the newly created network solution

Gained knowledge to manage the network going forward•

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IBM RFID Services

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SECTOR: Financial

LOCATION: Australia


PROFILE: A long-standing business law firm established in 1852


Law firm achieves a return on its IP telephony investment in six months

Client requirements:As a leading law firm with considerable geographic reach, this company must

sustain the communication and collaboration capabilities of its dispersed work-

force to maintain its competitiveness. But a mix of telephony point solutions

and traditional private automatic branch exchange systems—provided through

multiple vendor and service support contracts—had become too costly and

difficult to maintain. The firm set out to upgrade its communications system to a

converged voice and data network based on IP telephony technology.

Solution:IBM Global Technology Services and IP specialist Cerulean helped the client

install local area network and wide area network equipment to provide a

robust foundation for an IP communications solution. Cerulean then installed a

Cisco-based IP system using a phased rollout from the primary site to branch

offices, eventually providing service to 2,500 users.

Benefits:Consolidated cumbersome multivendor systems on one centralized •

IP telephony infrastructure

Realized an ROI in six months•

Leveraged existing data channels to improve call-routing functionality•

Reduced the cost of updating internal telephone directories•

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IBM RFID Services

OVERVIEW



SECTOR: Public

LOCATION: Canada

INDUSTRY: Education

PROFILE: A college of art and design


Major educational institution enhances the quality of its instruction and improves collaboration with students

Client requirements:This large, established art and design school was looking to add standards-

based videoconferencing to its infrastructure. The system would support a range

of initiatives, including collaborative research and programs, distance education,

participation of guest lecturers, student- and faculty-driven art and design

projects, and curriculum delivery and support.

Solution:The college engaged IBM Global Technology Services to install a TANDBERG

videoconferencing solution comprising video endpoints equipped with cameras,

microphones and cables, and presentation and conferencing software. The solu-

tion also included a high-definition camera. It integrated into the client’s existing

video projection system, and it supports external audio input and output systems.

Benefits:Provided videoconferencing in classrooms•

Linked students to satellite campuses around the country•

Gained a superior ability to teach and collaborate with students•

Simplified system management with a single-vendor solution•

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IBM RFID Services

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SECTOR: Financial

LOCATION: France

INDUSTRY: Insurance

PROFILE: A nonprofit insurance organization for retired public works employees


Professional retirement institution improves call center service, reduces expenses and increases sales

Client requirements:This nonprofit insurance organization is a professional retirement institution for

builders and public works employees. To better serve its members, the orga-

nization needed to improve the quality of its call answering service and reduce

communications costs.

Solution:IBM Global Technology Services, working with IBM Global Business Services,

designed and implemented a solution that unified call answering among three

centers, making them act like one “virtual” call center. The new solution automati-

cally displays member information at each of three call centers, meaning that

service at each center can begin with a uniform knowledge of the customer.

Additionally, the IP-based solution enables member callers to automatically

connect with available call center employees skilled in particular fields of inquiry.

Benefits:Improved call response time, with employees able to answer 90 percent •

of the 5.5 million calls received annually after just three or four rings

Reduced telecommunications expenses•

Increased sales by 20 percent•

Improved scalability and availability of the call center system•

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IBM RFID Services

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LOCATION: China


PROFILE: A workplace solutions provider serving more than 200,000 customers in 70 countries


Worldwide provider of workplace solutions deploys innovative technology and reduces infrastructure costs by 10 percent

Client requirements:This company is one of the world’s largest providers of workplace solutions,

offering products and services that allow individuals and companies to work

however, whenever and wherever they need to. The company needed to improve

communications for its own employees by implementing a more modern system

in its new office.

Solution:IBM Global Technology Services assessed the company’s needs and then

designed an IP telephony solution based on Cisco equipment. The new solution

combined an IP unified communications system, Cisco IP telephony systems and

a wireless Internet network.

Benefits:Reduced costs by 10 percent•

Improved quality of service•

Increased service revenue by 20 percent•

Provided improved communications support for all company employees•

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IBM RFID Services

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SECTOR: Industrial

LOCATION: France


PROFILE: One of the world’s largest aluminum producers


One of the world’s leading producers of aluminum improves satisfaction and reduces costs with unified communications

Client requirements:With high-profile plans to build a new worldwide headquarters for its engineered

products and packaging divisions, this aluminum manufacturer needed to dem-

onstrate its commitment to innovation. From top to bottom, the facility needed

to reflect the industry leader’s dedication to the latest technology. The company

wanted a total networking solution that could easily expand to accommodate the

enterprise’s future demands and that could provide employees and customers

with enhanced communications services.

Solution:At the company’s new headquarters, IBM designed a unified communications

solution that included hardware, software and services to provide a comprehensive

and reliable local area network (LAN) infrastructure. The IBM team then worked

with Cisco to design an IP telephony solution to run on the LAN. The solution also

integrated with IBM Lotus Notes® and IBM Lotus® Sametime® software for real-time

communications and collaboration.

Benefits:Provided a technical solution and implementation model to enable •

IP telephony and unified communications on a global basis

Demonstrated a commitment to innovative technologies•

Improved employee and customer satisfaction•

Reduced phone communication and maintenance costs•

Introduced a scalable solution that can accommodate growth•

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IBM RFID Services

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SECTOR: Financial

LOCATION: Scotland

INDUSTRY: Banking, financial markets, insurance

PROFILE: A holding company for two clearing banks in the United kingdom


Bank holding company reduces costs, increases network availability and implements a scalable platform

Client requirements:Through rapid business expansion over five years, this holding company for two

clearing banks had grown from a small bank into a large group. As a result, the

group’s network infrastructure was characterized by geographically dispersed

legacy systems serving a user population of 128,000 people. The company

needed a single platform that would be scalable, structured, managed and avail-

able to support operations across its complex business structure.

Solution:To meet an aggressive deployment schedule, the bank worked with IBM Global

Technology Services, Cisco and Entuity to develop a comprehensive networking

solution. The IBM team designed and deployed the overall network management

structure. Entuity provided the scalable network management technology solution.

And Cisco provided the technology solution to automate lifecycle management of

the infrastructure.

Benefits:Developed a scalable, cost-effective platform that supports future growth•

Improved network structure with real-time visibility and a proactive approach •

to potential issues

Enhanced customer service by deploying a more solid network with fewer •

configuration errors

Improved manageability by moving to a single network management platform•

Set expectations for a 30 percent decrease in operational costs•

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IBM RFID Services

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LOCATION: Australia


PROFILE: An aged-care facility

Aged-care facility cuts labor costs by 10 percent and responds to patient requests more quickly

Client requirements:With only one caregiver per three residents, this aged-care facility needs its

staff members to be able to communicate effectively with residents and with

each other. Nurses and attendants relied on walkie-talkies, pagers and cell

phones as contact methods. The inefficient walkie-talkie solution was not secure

and was prone to interference. The organization needed a more consistent, effec-

tive system that would protect its residents’ privacy and allow staff members to

contact one another more quickly and easily.

Solution:The facility worked with IBM to implement a hands-free, voice-based com-

munication solution that significantly improved communication between staff

members and residents. The new solution comprises a wireless infrastructure,

an IP telephony solution and communication badges. It enables staff members

to easily and securely call any resident’s room, any other staff member or the

front desk from any location. Workers can also continue with tasks while commu-

nicating. Residents can use the phones in their rooms to call any staff member.

Benefits:Improved care of residents through greater responsiveness to their needs•

Reduced labor costs by 10 percent by enabling staff to be more productive•

Won several awards for innovation in healthcare, boosting the client’s reputation •

in the industry

Achieved ROI within 12 months•

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IBM RFID Services

OVERVIEW





INDUSTRY: Consumer products

PROFILE: A direct marketer of collectibles that comprises several companies


Direct marketer of collectibles speeds the completion of its VoIP project

Client requirements:This direct marketer of fine collectibles needed to update its outdated, propri-

etary PBX phone system and attempted to implement a solution featuring a VoIP

network and a call center capability. But the project fell behind schedule after six

months of working with another vendor, prompting the marketer to look for a com-

pany that could deliver the skills and expertise needed to complete the project.

Solution:IBM Global Technology Services provided the company with 1,000 hours of

project assistance to help launch the IP communications solution, which was

based on Cisco Unified Contact Center Enterprise (formerly Cisco IP Contact

Center Enterprise) for contact routing and Cisco Customer Voice Portal (CVP)

for personalized self-service capabilities over the phone. IBM also deployed

Cisco Intelligent Contact Manager (ICM) software, which enabled customers to

communicate over a variety of media, including telephone, Internet, fax, e-mail

and interactive voice response (IVR) technology. IBM also helped test the

different aspects of the new environment.

Benefits:Put the company’s IP communications project back on track•

Increased the efficiency of the client’s telephone administration •

and maintenance requirements

Facilitated simpler telephone moves, adds and changes•

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IBM RFID Services

OVERVIEW



SECTOR: Financial

LOCATION: Italy

INDUSTRY: Financial markets, banking

PROFILE: A major banking group with more than 4,000 branches in Europe


Large banking group improves customer satisfaction and reduces telephone expenses by 25 percent

Client requirements:As a large, prestigious banking group, this company focuses a significant

amount of its business on providing high-end support to individuals with sizable

investment assets. To achieve legal proof of phone transactions for this client

group, the bank—like its competitors—had been using unreliable recording

devices that often caused interruptions during important conversations. The

bank wanted to solve this dilemma with an updated voice recording solution.

Solution:IBM Global Technology Services worked with the bank to design a first-of-its-

kind voice-recording solution that enabled push-button and automated recording

capabilities, allowing its banking consultants to devote entire calls to providing

excellent customer service. The custom solution, based on Cisco telephony

hardware and Adabas software, leveraged VoIP, Multiprotocol Label Switching,

voice conferencing and voice recording technologies. The recording solution was

designed to provide comprehensive business continuity and recovery support

for each call, simultaneously preserving conversations in two geographically dis-

persed data centers.

Benefits:Freed up consultants to dedicate a total of 33 additional hours per day to •

focusing on customer service

Reduced telephony expenses by 25 percent•

Improved regulatory compliance with more reliable voice recording•

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IBM RFID Services

OVERVIEW





LOCATION: Germany

INDUSTRY: Media and entertainment

PROFILE: A nonprofit museum specializing in automotive history

New museum speeds to open on time and within budget

Client requirements:When this recently opened automotive history museum was in its initial design

phase, it began to look for an IT provider to help design the ideal IT infrastructure.

The museum’s requirements were straightforward—it needed a modern, efficient

solution that required a minimal initial investment and maintenance costs and

that was easy to operate. The environment needed to be flexible to enable the

museum to easily incorporate new and emerging technology.

Solution:To help it design and implement the right infrastructure, the museum teamed with

IBM Global Technology Services. After an initial design phase, the IBM team

created a new local area network/wireless local area network based on Cisco

technology. IBM also supported the installation of a Cisco CallManager Express

IP telephony system with corresponding IP phones and an IBM System x™ cen-

tral application server. Because the converged communication solution leveraged

the network infrastructure, the client found it easy to manage and cost-effective.

Benefits:Increased IT flexibility to support expansion and movement within the museum•

Opened to the public on time and within budget•

Enabled museum employees to focus on creating exhibits•

Reduced costs with simplified maintenance and a cost-effective infrastructure•

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IBM RFID Services

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LOCATION: India

INDUSTRY: Computer services

PROFILE: The Indian division of a global IT services and solutions company


IT service provider optimizes costs through the quick deployment of a converged infrastructure

Client requirements:This global IT service provider needed to set up a ten-floor facility for 1,200

users in Asia. The facility was to include structured cabling, local area network

(LAN) switching and a wide area network (WAN) infrastructure. A unified data

and voice communication solution using IP telephony and IP contact center

applications would integrate with the IT infrastructure.

Solution:The company turned to IBM for a comprehensive solution covering LAN, WAN,

IP telephony and data center networking services. The IBM solution provided a

LAN switching infrastructure; a WAN that connected the facility to branch offices

overseas; Internet connectivity and smooth connectivity to third parties and busi-

ness partners; and a common IP telephony infrastructure to handle connectivity

for closed user groups, including public switched telephone network (PSTN)

connectivity for enterprise users and a contact center for calls originating from

other countries.

Benefits:Deployed the solution quickly and with minimal business interruption•

Simplified network management with a central control center•

Lowered operational costs and increased business flexibility with •

a converged solution

Enhanced productivity by implementing network-to-desktop •

computer telephony

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IBM RFID Services

OVERVIEW





INDUSTRY: Distribution

PROFILE: A medical center based at an American university


University medical center expands call center services with an IP-based telephony solution

Client requirements:To accommodate continued steady growth, this university medical center needed

to update and expand its call center infrastructure. The call center is the heart

of the facility’s customer relationship management operations, providing pre-

scription refills, patient information, patient billing and accounting services, and

outpatient scheduling. The hospital hoped to gradually phase out the traditional

architecture in favor of a single IP network, but it needed a solution that would

bridge the transition between the two platforms.

Solution:IBM Global Technology Services proposed a solution based on the Avaya com-

munications architecture that offers compatibility and scalability with the VoIP

architecture that the medical center plans to gradually implement. The new

system included an Avaya S8700 switch with a softphone solution. IBM also

implemented contact center software that provides added functions such as

call volume analysis tools and system monitoring tools. IBM provided project

management and training services in addition to implementation of the solution.

Benefits:Expanded the current system with hybrid technology that can carry the •

hospital into the future

Positioned the hospital to offer improved medical and research services •

through higher quality information, better tools to analyze information and

data, and more rapid processing of medical information

Provided more effective tools to analyze call center data and costs•

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IBM RFID Services

OVERVIEW





LOCATION: New zealand


PROFILE: A leading tertiary, teaching and research hospital with high emergency traffic


Hospital achieves return on investment in nine months and improves staff efficiency in the emergency room

Client requirements:This teaching and research hospital has the busiest emergency room in the coun-

try, treating more than 65,000 patients a year. To handle such a large volume of

emergency patients while providing the best care possible, the hospital needs to

be able to quickly and easily locate staff members and communicate important

information between departments. Paging personnel takes an average of four min-

utes; within the hospital, a minute or two can mean the difference between life and

death. The hospital needed a more efficient communication system.

Solution:The hospital worked with IBM to implement a solution from IBM Business Partner

Vocera Communications that enabled hospital staff to communicate user to user

or to call fixed telephone extensions within the hospital. Wireless communication

badges enabled staff to issue hands-free, voice-activated commands to quickly

and easily locate colleagues, confirm prescriptions and communicate test results.

The solution was so successful that it has been expanded to other acute care

departments and other hospitals in the area.

Benefits:Decreased the average time needed to locate staff to one minute•

Realized a complete ROI within nine months•

Improved patient care with a 7 percent increase in staff efficiency•

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IBM RFID Services

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LOCATION: Canada

INDUSTRY: Retail

PROFILE: A furniture manufacturing and retail company


Multinational furniture manufacturer lowers telecommu-nications costs and improves business flexibility

Client requirements:As a full-service manufacturer, this furniture company has a variety of telephony

needs that include call center call handling and basic voicemail. The company

wanted to reduce and control its telecommunications expenses without sacrificing

security, reliability and features. In addition, it wanted to position its telecommunica-

tions infrastructure to accommodate new call center requirements and increase the

flexibility of service delivery. The company thought that an IP telephony solution

would standardize and simplify telecommunications at its main offices, warehouses

and manufacturing locations.

Solution:IBM Global Technology Services and the company worked together to design

and build a new Cisco VoIP telephony system. The IBM team procured and

installed the necessary equipment for data networking, including Cisco

CallManager V5.1 software for 463 endpoints and Cisco Unity Connections

software for 350 users. IBM also implemented the Cisco Unified Contact

Center Express solution and trained employees in its use.

Benefits:Reduced monthly telecommunications costs•

Reduced cost and complexity of move, add, change requests•

Improved business flexibility•

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IBM RFID Services

OVERVIEW




SECTOR: Financial

LOCATION: China

INDUSTRY: Banking

PROFILE: The Asian division of a large European banking group


Bank meets branch opening deadline and simplifiescommunication with its parent organization

Client requirements:Over the past few years, this large bank has experienced a period of record

growth, leading to several changes to its IT systems. As a division of a larger

banking group, it needs to keep pace with the requirements of the group’s head-

quarters. However, because the organization was poised to launch its second

branch office in China, its IT resources were being stretched too thin. Wanting to

open the branch as quickly as possible, the bank looked for help in implementing

an up-to-date IT infrastructure for the whole division.

Solution:IBM Global Technology Services helped the bank create its new branch office

with a hardware supply and services contract that covered the implementation

and maintenance of Cisco networking hardware. Because IBM was a preferred

vendor for the larger banking group, the local IBM team was able to facilitate

the compliance of the new environment with the bank’s corporate requirements.

Benefits:Opened the branch on time•

Created an IT infrastructure that helps make it easy to add future branches•

Brought the division into compliance with the larger banking group•

40






IBM RFID Services

OVERVIEW


School district improves productivity and reduces costs with a new communications infrastructure

Client requirements:This metropolitan area school district was operating with outdated technology

in several areas. Analog phone systems lacked functionality, were expensive

to support and reduced the efficiency of administrative staff. An antiquated IT

network infrastructure and obsolete e-mail system created excessive downtime,

reducing productivity and hindering communication. And the IT network could

not support advanced multimedia applications, such as videoconferencing for

remote learning. The district sought an expert technology provider to implement

a robust new communications and network infrastructure.

Solution:IBM Global Services deployed a state-of-the-art converged data and telephone

network throughout the district’s 22 schools over a high-speed fiber infrastruc-

ture. Each of the schools’ analog phone systems was replaced with a single,

districtwide VoIP telephone system. Each district school was also provided with a

pervasive wireless network infrastructure, with approximately six network access

points throughout each building. Security for the wireless network, as well as for

an improved wired network, was guaranteed by Bluesocket technology.

Benefits:Improved efficiency, productivity and communication•

Reduced telephony costs by approximately US$10,000 a month•

Enabled Web-based collaboration, which allowed teachers to post their •

own Web content

Facilitated remote learning with videoconferencing capabilities•



SECTOR: Public


INDUSTRY: Education

PROFILE: A major metropolitan area school district


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IBM RFID Services

OVERVIEW


Hospital achieves return on investment in nine months and improves staff efficiency in the emergency room

Client requirements:This teaching and research hospital has the busiest emergency room in the coun-

try, treating more than 65,000 patients a year. To handle such a large volume of

emergency patients while providing the best care possible, the hospital needs to

be able to quickly and easily locate staff members and communicate important

information between departments. Paging personnel takes an average of four min-

utes; within the hospital, a minute or two can mean the difference between life and

death. The hospital needed a more efficient communication system.

Solution:The hospital worked with IBM to implement a solution from IBM Business Partner

Vocera Communications that enabled hospital staff to communicate user to user

or to call fixed telephone extensions within the hospital. Wireless communication

badges enabled staff to issue hands-free, voice-activated commands to quickly

and easily locate colleagues, confirm prescriptions and communicate test results.

The solution was so successful that it has been expanded to other acute care

departments and other hospitals in the area.

Benefits:Decreased the average time needed to locate staff to one minute•

Realized a complete ROI within nine months•

Improved patient care with a 7 percent increase in staff efficiency•




LOCATION: New zealand


PROFILE: A leading tertiary, teaching and research hospital with high emergency traffic


42






IBM RFID Services

OVERVIEW


Large public transportation system bolsters its pro-active stance against crime and instills peace of mind in passengers

Client requirements:Since 2003, buses and rapid transit trains within this major public transportation

system have been equipped with security cameras, a measure that has helped

curtail crime. However, footage could only be reviewed after incidents occurred,

leaving the agency unable to take a proactive stance against crime. The orga-

nization needed the ability to monitor footage and collaborate with police in real

time, and it sought an IT partner to help implement the right technology solution.

Solution:The transportation agency brought in IBM Global Technology Services to help

create a real-time monitoring system. Using Cisco routers and technology, the

IBM team designed and implemented an 802.11 wireless network that feeds

real-time footage from more than 50 buses and trains to the agency’s downtown

control center as well as to emergency response vehicles. On trains, the solu-

tion was designed to be enabled by 40 hot spots incrementally situated along

the tracks.

Benefits:Increased security with real-time monitoring in buses and trains•

Helped improve police response time to incidents•

Promoted peace of mind in passengers•


SECTOR: Public

LOCATION: North America


PROFILE: A major urban public transportation system

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IBM RFID Services

OVERVIEW


Rapidly growing city works to improve employee productivity and enhance quality of life for citizens

Client requirements:The center of one of the fastest-growing manufacturing regions in the country,

this city is determined to maintain a high quality of life for its citizens and com-

muters while encouraging continued growth. The city wanted to make community

services more widely accessible to more people with a broadband wireless

network, but it was challenged with an IT infrastructure that could not support a

state-of-the-art wireless initiative.

Solution:IBM worked closely with the city’s IT staff and city politicians to completely

transform its IT infrastructure and launch a wireless mobility project. Built on IBM

BladeCenter® servers and hosted in two data centers, the new infrastructure

provided full redundancy and failover in case of disaster. The solution enables up

to 500 city employees to work from anywhere, connected to the city’s computing

systems. IBM and the city are now developing a nonprofit foundation to extend

the reach of the wireless mobility initiative to community-based organizations

such as schools and hospitals.

Benefits:Enabled emergency first responders, building inspectors and other mobile •

workers to provide anytime, anywhere service

Improved access to city applications via the wireless network•

Implemented a system that is estimated to increase the productivity of city •

service workers by 30 percent


SECTOR: Public



PROFILE: A city with a fast-growing manufacturing hub

SIzE: 1,000–4,999 employee

44






IBM RFID Services

OVERVIEW


Major utilities provider expects to gain substantial market share when it offers its customers the ability to proactively control the cost of energy bills

Client requirements:This company, with more than 5 million energy customers, wanted to give residen-

tial customers the same energy price flexibility enjoyed by industrial customers.

To do this, the company needed to set up a flexible solution to define, publish,

communicate and bill real-time pricing. This real-time solution would include smart

devices in the customer’s home and an automated meter infrastructure to collect

consumption data.

Solution:The utility joined forces with IBM Global Technology Services and IBM Global

Business Services to design and implement a pilot project. IBM helped develop

a mountable home device called Energy Butler that can display actual energy

prices reflecting peak and low price periods. A customer-specific application

generates the individual current prices for each day. Smart electronic household

meters continuously collect consumption data that is transmitted, processed in

backend systems and used for billing.

Benefits:Enabled customers to control their energy usage and monthly utility bills•

Demonstrated thought leadership in the industry by pioneering a one-of- •

a-kind real-time pricing service for residential utility customers

Gained a competitive edge over other utility companies in the region•



LOCATION: Germany


PROFILE: A large energy and natural gas utility


45






IBM RFID Services

OVERVIEW


University-affiliated crime scene investigation team deploys land-to-sea real-time communication and collaboration solution

Client requirements:For crime scene investigators, the underwater environment presents an enor-

mous challenge to logistics and communication. Everyone involved needs the

ability to see the situation and interact in real time, whether they are on shore

or at the scene—even underwater. This investigation unit, a leader in its field,

wanted to develop an innovative way to connect divers to investigators and

experts on shore and to make the investigation and preservation of underwater

crime scenes more effective.

Solution:The unit looked to IBM to help it build a first-of-its-kind, Web-based WiFi solution

tailored to underwater communications and collaboration. The solution, leverag-

ing IBM and Cisco hardware and software technology, shares IP communications

across a single network platform. It also ties together communications from a

variety of handheld devices, including radios, cell phones and VoIP telephones.

Benefits:Helped speed investigations by facilitating on-the-spot analysis•

Enabled experts to be connected from virtually anywhere in the world•

Helped preserve crime scene integrity•

Provided thorough documentation of the scene and divers’ actions•



SECTOR: Public


INDUSTRY: Government, education

PROFILE: A university-affiliated crime scene investigation unit spe-cializing in underwater work

46






IBM RFID Services

OVERVIEW


Medical center improves its outpatient care and increases its responsiveness

Client requirements:This university medical center department provides home dialysis treatment

for children suffering from kidney diseases. Before and after each treatment,

parents must measure blood pressure, pulse rate and weight and communicate

those figures to the hospital. Because information was coming in from multiple

basic systems—e-mail, phone, fax and even postal mail—the data was often

inaccurate and difficult for healthcare practitioners to compile. The department

needed a faster, more accurate way to assess the day-to-day treatment needs

of its patients.

Solution:IBM Global Technology Services helped the department implement an automated

telemedicine solution based on IBM monitoring technology. Remote patients can

now easily monitor their health with Bluetooth-enabled commercial blood-pressure

cuffs and scales that transmit readings to a smart phone. The phone aggregates

the measured data and sends the information via a security-rich Internet connec-

tion to an IBM System x™ server. Doctors and nurses can view that data in real time

on PCs or personal digital assistants (PDAs).

Benefits:Shortened the treatment time for complications from two weeks to half a day•

Reduced administrative workload, improving the focus on actual patient care•

Increased patient satisfaction rate•

Boosted accuracy of transmitted data•



LOCATION: Germany


PROFILE: A university medical center located in Germany

47






IBM RFID Services

OVERVIEW


College increases staff visibility and attracts new students with a groundbreaking wireless network

Client requirements:This college had been using a nonstandard, outdated wireless network that

required special adapter cards for each user’s computer, failed to cover the

campus completely and provided limited data transfer rates. The college had

gained a reputation as one of the most connected and technologically advanced

campuses, and it was eager to upgrade to a newer, faster wireless network.

Solution:IBM Global Technology Services conducted a wireless workshop for the college

to provide a vendor-neutral assessment of the school’s needs. Using findings

from the workshop, the IBM team helped the college dismantle the old wireless

network and implement a new system. With more than 700 access points, the

new network is one of the largest and fastest systems of its kind in the country.

Benefits:Completed the installation in four months•

Provided around-the-clock access for 1,200 students and faculty•

Reinforced its reputation as a technology leader in education•

Increased staff visibility and attracted prospective students•


SECTOR: Public


INDUSTRY: Education

PROFILE: A four-year state college located in the northeastern United States


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IBM RFID Services

OVERVIEW


Major urban department of education increases the use of technology and the Internet for instruction

Client requirements:One of the largest K-12 educational departments in the world, this client wanted

to provide Internet access to every classroom in every school in its district to

better deliver information to its students and to develop valuable technology

skills that are vital to today’s job market. However, of its 1,400 schools, only 300

had Internet access. Of those 300, most had Internet connectivity only within

the school library and a handful of classrooms.

Solution:To roll out a project of this scope, the department engaged IBM Global Technology

Services to provide infrastructure and operational design as well as implementa-

tion planning and management to ensure that the project would be completed in a

timely fashion. The IBM team designed a network that would provide connectivity

to more than 1 million users in 1,400 locations. Over the next eight years, the IBM

team rolled out the system, installing cabling, local area network (LAN) switches, a

Cisco-based wireless area network and wireless LAN technology.

Benefits:Increased the use of technology and the Internet for instruction•

Provided students and teachers with access to the vast resources of the Internet•

Enabled students to conduct research directly from their classrooms•

Completed the large-scale project on time and within budget•



SECTOR: Public


INDUSTRY: Education

PROFILE: An urban department of education


49






IBM RFID Services

OVERVIEW


Wholesale company improves and simplifies logistics, saves time, drives accuracy and enhances customer service

Client requirements:This wholesaler for the industrial, public and trades sectors deals with more than

200,000 products, storing approximately half of them in a 150,000-square-meter

warehouse. Consequently, oversight and strict logistics management are top pri-

orities. To control logistics and maintain high levels of service amid rapid growth,

the company needed a track-and-trace system that could track goods in transit

and ensure their timely delivery.

Solution:The company opted to invest in a track-and-trace system based on hand ter-

minals that has built-in barcode scanners from Intertec Systems. With the new

system, hand terminals equipped with a display, keypad and barcode scanner

send signals wirelessly to a central system in the main office. The company

selected IBM to design the solution infrastructure, supply the terminals and

implement the system. IBM also provides technical support for the solution.

Benefits:Improved and simplified logistics with barcode-only tracking•

Eliminated inaccurate deliveries because unique barcodes prevent •

false sources

Provides customers with precise information about where their goods •

are located at any given time



LOCATION: Denmark

INDUSTRY: Wholesale distribution and services

PROFILE: A wholesaling company with more than 20,000 customers


50






IBM RFID Services

OVERVIEW


Beverage distributor saves an estimated US$4 million annually and improves customer satisfaction

Client requirements:Even with its tremendous success and growth over the years, this marketplace-

leading beverage distributor had been actively seeking new and more innovative

ways to serve its network of beverage suppliers. The company wanted to

increase operational efficiencies, minimize warehouse errors and improve

inventory management. To meet these goals, the distributor planned to con-

solidate multiple distribution facilities into one large warehouse leveraging

comprehensive wireless communications. A centralized super-warehouse

would enable the company to respond quickly to customer demands, thereby

yielding a significant service advantage over competitors.

Solution:IBM Global Technology Services helped the company implement a wireless

warehouse solution in just five months. The system included a VoIP telephony

system as a communications hub—a comprehensive system that comprised

voice, data and wearable scanner solutions—Cisco Unified CallManager soft-

ware and the Cisco Unity unified messaging system. Following the facility’s

launch, IBM trained company employees on the new communication and supply

chain features of the system.

Benefits:Achieved massive gains in worker productivity•

Delivered a 99 percent inventory accuracy rate•

Reduced rework, accelerated delivery and improved customer service•

Improved space utilization by 20 percent•

Indentified the means to save more than US$4 million annually•





PROFILE: A large beverage distributor that operates across the southern United States


51






IBM RFID Services

OVERVIEW


City acquires the IT and business plans it needs to cost-effectively deploy a citywide wireless network

Client requirements:This city, a beachside tourist destination, needed to boost the efficiency, range

and accessibility of its municipal services not only for city residents and busi-

nesses but also for visitors and tourists. As part of this initiative, the city hoped to

roll out an affordable WiFi network that would extend free wireless connectivity

to PC users throughout the municipality. But the city lacked the internal know-how

and resources needed to successfully complete a project of this size and scope.

Solution:The city’s IT department looked to IBM to help assess its wireless needs and then

design a solution and offer a detailed plan for installing the network. Specialists

from IBM Global Technology Services assessed the city’s infrastructure and devel-

oped project designs and cost cases. Meanwhile, an organizational team from IBM

Global Business Services met with city employees to help determine the specific

needs of the city’s users and develop several possible business models. City com-

missioners voted unanimously to fund the IBM-designed wireless project.

Benefits:Gained the planning, cost and schedule data needed to proactively engage •

vendors, contractors and network operators

Used schedule information to accurately plan promotional and communication •

events to align with the project’s initiation


SECTOR: Public



PROFILE: A coastal city and tourist destination in the southern United States

52






IBM RFID Services

OVERVIEW


Major healthcare facility improves the productivity of its employees and gains the ability to better track its assets

Client requirements:This hospital, a leader in innovative healthcare, had a vision to create one inte-

grated patient profile that could be accessed instantly, with appropriate security

and privacy safeguards, enabling timely and appropriate viewing of critical

patient data. To achieve that goal, the hospital started a strategic initiative to

identify new ways to leverage technology to deliver information and improve

care. The hospital’s I T staff needed a strategic resource to help implement the

solutions that were identified.

Solution:IBM Global Technology Services helped the hospital kick off the initiative. Over a

seven-month period, IBM designed and deployed a large-scale wireless local area

network (WLAN) infrastructure at four of the institution’s facilities. IBM first consulted

with hospital staff to gauge their WLAN needs and solidify an appropriate strategy.

IBM and the hospital then proceeded with implementing the Cisco-based solution,

including wireless controllers and access points, database support, and extensive

security capabilities.

Benefits:Enhanced productivity of clinical and administrative staff with wireless flexibility•

Accelerated the location of assets and reduced theft with radio frequency •

identification (RFID) tags

Created a network that could support other new technologies, including •

wireless VoIP and videoconferencing



IBM RFID SERVICES


LOCATION: Canada


PROFILE: An innovative regional hospital that serves more than 1 million residents


53






IBM RFID Services

OVERVIEW


European retailer consolidates its communication plat-forms while adding functionality and reducing costs

Client requirements:As part of a larger objective to streamline processes, this large chain retailer

decided to consolidate its separate IT and telephony solutions into a single com-

munications platform. The company had relied on a traditional PBX telephone

network that hosted more than 5,000 phone extensions. To achieve consolida-

tion, the company required a new IP telephone infrastructure that would support

mobile technology, traditional office phones, voicemail and videoconferencing.

Solution:Working with IBM Global Technology Services, the company designed and

implemented an integrated IT and telephony solution based on Cisco IP

Communications (IPC) technology. The IBM wireless team designed a wireless

infrastructure component and set up firewalls. IBM built the solution to run on

an IBM System x™ platform comprising 20 servers with Intel® processors that

seamlessly integrated with the IP telephony system. IBM is slated to provide

training, maintenance and support as the solution rolls out companywide.

Benefits:Gained a solution expected to deliver ROI within 18 months•

Improved communications efficiencies with streamlined call management •

processes

Gained the ability to integrate additional functionality for videoconferencing •

through IBM Lotus Notes® software

Increased security potential with support for IBM Tivoli• ® software password

and identity management




LOCATION: Sweden

INDUSTRY: Retail

PROFILE: A major consumer retail chain


54






IBM RFID Services

OVERVIEW


City government improves collaboration and employee flexibility while reducing telephony costs

Client requirements:This city government needed a more simplified infrastructure with a common

solution for data and telephony. It wanted to integrate telephony with its other

business IT systems and applications in the hope that it would achieve eco-

nomic savings within its telephony budget.

Solution:IBM Global Technology Services provided an integrated solution for the city,

deploying specialized call center software and hardware for IP and wireless access

points provided by IBM Business Partner Cisco. The IBM Global Technology

Services team integrated the new Cisco-based IP telephony communication

system with the city’s existing applications and IT systems.

Benefits:Simplified infrastructure significantly with a common solution for data •

and telephony

Enhanced collaboration between city employees and constituents•

Achieved telephony budget savings targets•



SECTOR: Public

LOCATION: Denmark

INDUSTRY: Local government

PROFILE: A regional government agency that provides municipal services

SIzE: 25,000+ citizens

55






IBM RFID Services

OVERVIEW


Teaching hospital improves patient care and increases patient satisfaction

Client requirements:This university hospital and research center wanted to restore quiet to its halls.

A recent quality and patient satisfaction survey demonstrated that the number

one cause of patient dissatisfaction was the noise level in the patient care units,

mostly from a loud overhead paging system. To improve patient satisfaction,

the hospital wanted to implement a wireless solution. It also hoped the system

would help staff members achieve faster diagnosis, better patient care and

improved communication.

Solution:The hospital engaged IBM Global Technology Services to develop a strategy

and implement a wireless technology solution. The IBM team is using wireless

technology from industry partner Symbol Technologies (now part of Motorola)

to improve staff accessibility and communication while ensuring patient privacy.

Medical and nursing staff can now use mobile telephone technology and hand-

held devices inside the hospital in a safer and security-enhanced manner, and

access points have been installed throughout the hospital.

Benefits:Facilitated quicker patient care decisions and better collaboration•

Eliminated excess noise in patient wings•

Enabled patients to communicate directly with assigned healthcare •

professionals around the clock





LOCATION: Canada


PROFILE: A university teaching hospital with a large acute care department


56






IBM RFID Services

OVERVIEW


Major energy delivery company improves remote capabilities, meter-reading processes and emergency reaction time

Client requirements:Like many utility companies, this energy delivery company had a transmission

and distribution structure that had not changed in 50 years. The company had

to rely on customer calls to pinpoint power outages and also had to either man-

ually read meters or estimate readings to assess usage. This outdated system

resulted in high call volumes, multiple reread trips and inaccurate troubleshoot-

ing, all of which eroded customer service and profits. The company needed to

update its infrastructure.

Solution:Working with the company, IBM designed and implemented a Broadband over

Power Lines network designed to work with smart meters as part of a project

called the Intelligent Utility Network. As part of the pilot program, IBM deployed

10,000 smart meters. IBM also used IBM WebSphere® Portal Enable software

to create a portal where the company could demonstrate the functionality of the

environment to regulatory agencies and stakeholders. The company is now run-

ning the pilot with IBM monitoring and managing the entire environment.

Benefits:Allowed employees to read and manage meters remotely, reducing the •

volume of crews dispatched

Reduced time needed to restore power after an outage•

Provided valuable customer information with built-in personalizing and •

profiling capability





PROFILE: A major electric and natural gas energy delivery company


57






IBM RFID Services

OVERVIEW


IT department reduces costs, increases functionality and improves productivity associated with its tele-phone system

Client requirements:This IT organization, which operates a cooperative data center for three major

banks, needed to update its telephone system. Its legacy solution was a stand-

alone design that didn’t support connections between branches or offer feature

transparency. As a result, the company’s clients suffered from poor resource

allocation, rising administration costs and potential loss of customers and rev-

enue. The company wanted an IP telephony system that provided basic and

advanced telephony features.

Solution:IBM Global Technology Services worked with the company to deliver a next-

generation, e-business-enabled call center. The IBM team helped install Cisco

IP telephony with Cisco CallManager on two servers. The result is a robust and

compact cluster supporting up to 2,500 users with backup capacity. The system

uses open interface standards, such as Telephony Application Programming

Interface (TAPI), Java™ TAPI (JTAPI) and computer telephony integration, that

increase call functionality without incurring licensing fees.

Benefits:Increased call center efficiency with features such as call-back capability •

and call transferring

Reduced total cost of ownership•

Eliminated hidden costs associated with telephony equipment management•


SECTOR: Financial

LOCATION: Austria

INDUSTRY: Financial markets

PROFILE: A cooperative IT organization for three major banks


58






IBM RFID Services

OVERVIEW


Financial institution improves the availability, performance and scalability of its enterprisewide IT architecture

Client requirements:In just two years of existence, this credit union has grown to encompass more

than 100 branches. To match the scale of its business growth, the credit union

also needed to ensure the scalability and performance of its growing IT network

infrastructure. In addition, to assure its customers of committed business deliv-

eries, the company needed to assess and audit its local area network (LAN),

wide area network (WAN) and mission-critical applications on a periodic basis.

Solution:The credit union engaged IBM Global Technology Services to provide ongoing

assessment and auditing services for its network infrastructure. As part of that

engagement, IBM gathers measurements of availability and performance for

the client’s LAN, WAN and applications and uses them to present recommen-

dations, provide reporting and make presentations to company stakeholders.

The IBM Global Technology Services team also provides network application

optimization services and network managed services to keep the infrastructure

current, robust and available through periods of rapid growth.

Benefits:Improved reporting and accountability with recommendations and data on •

an ongoing basis

Gained an enhanced, optimized IT network infrastructure•

Realized improved application availability and performance•

Gained a consistent design and architecture template for provisioning new •

branch offices

Maintained consistency between new technology and existing organizational •

systems



SECTOR: Financial

LOCATION: India


PROFILE: A fast-growing credit union


59






IBM RFID Services

OVERVIEW

























LOCATION: Canada




60






IBM RFID Services

OVERVIEW


Government ministry decreases total cost of ownership while improving crisis response time

Client requirements:This government ministry needed to be prepared in case of a national health

crisis. However, the organization’s existing network was saturated with its regu-

lar data flows and could not adequately support any sudden increase in activity

that would accompany a crisis situation. The ministry sought to replace its anti-

quated IT network with an infrastructure that would provide a lower total cost of

ownership (TCO), the necessary bandwidth to withstand a crisis and support

for an IP telephony solution.

Solution:The ministry engaged IBM Global Technology Services to deploy a scalable,

reliable and security-rich IT network based on Cisco hardware. The new net-

work is designed to easily handle major capacity surges. The solution includes

security features that facilitate compliance with ministry security policies. The new

network, which is built on open technologies, will allow the client to integrate other

government ministries and divisions into its solution. It will also allow the ministry

to host security-rich conferences via its wireless connection.

Benefits:Enabled the network to handle sensitive health data over the same network •

as other, less sensitive files

Allowed visitors to wirelessly access the Internet without compromising •

network security

Enabled quick response to the challenges posed by a national healthcare crisis•

Decreased TCO•


SECTOR: Public

LOCATION: The Netherlands


PROFILE: A health and welfare ministry


61






IBM RFID Services

OVERVIEW


Public hospital constructs a new digital hospital facility with eye on time and budget

Client requirements:This large university hospital was planning to move its facility into a new build-

ing and wanted an advanced, robust and resilient IT infrastructure. Lacking the

internal resources needed to construct such a facility, the university sought a

prime contractor that would possess the experience and expertise to construct

the building.

Solution:Offering rich project management experience and methodologies, IBM Global

Technology Services helped the hospital plan the building. Throughout the

engagement, the IBM Global Technology Services team designed an IP-based

hospital network featuring systems for building automation, cabling, video

recording and meetings. The solution also included a nurse call system and

an energy computation system.

Benefits:Completed the extensive project on time and on budget•

Allowed hospital staff to focus on mission-critical tasks•



LOCATION: China


PROFILE: A public university hospital founded in 1949


62






IBM RFID Services

OVERVIEW


University successfully integrates two data centers in time for the new school year

Client requirements:This independent university was building a new campus in another city and

needed to connect the new building to the infrastructure in its existing location.

The institution sought the expertise of an IT service provider to help it complete

the connection in time for the beginning of the fall semester.

Solution:The university engaged IBM Global Technology Services to develop and imple-

ment a project that would connect the client’s existing data center with the new

data center via a WiFi connection. IBM deployed a new voice communication

system using Cisco switches, access points, IP telephones and other equipment.

The solution included IBM System x™ 3650 servers running the Microsoft®

Windows® operating system, which the university uses to manage the network,

WiFi connections, IP telephones, printers, tape libraries and security protocols.

Benefits:Connected existing and new buildings in time for the fall semester•

Gained a solution that is easy to replicate and expand to support additional •

locations and applications




LOCATION: Italy

INDUSTRY: Education

PROFILE: An independent university


63






IBM RFID Services

OVERVIEW


Savings bank upgrades network infrastructure to boost performance and availability

Client requirements:This savings bank’s network infrastructure did not meet Basel II legislation

requirements for resiliency and availability, and it lacked the bandwidth to pro-

cess transactions in a timely manner. The bank sought a technology resource

to help it update its infrastructure and improve the performance of its network.

Solution:The bank engaged IBM Global Technology Services to revamp its IT network

infrastructure. First, the IBM Global Technology Services team provided consulting

services to review the bank’s existing infrastructure and make recommendations for

improvement. IBM then planned, designed and implemented a new network infra-

structure built on Cisco routers and switches.

Benefits:Provided a 20 percent increase in bandwidth, a 50 percent increase in •

network availability and a 30 percent improvement in resiliency

Met stringent Basel II requirements•

Reduced downtime, speeding data processing•



SECTOR: Finance

LOCATION: Germany

INDUSTRY: Banking

PROFILE: A savings bank


64






IBM RFID Services

OVERVIEW


Electronics company increases productivity with a powerful and available network infrastructure

Client requirements:As this electronics company expanded, it continually plugged heterogeneous

components into its infrastructure, rendering its various IT environments com-

plex and difficult to manage. When the company decided to build a new

headquarters, it also made the decision to overhaul its IT infrastructure to

create a consolidated, security-rich and future-oriented environment. The

company sought a reliable global service provider to design and implement

a powerful and available network infrastructure.

Solution:IBM Global Technology Services made an initial assessment of the client’s net-

work infrastructure, determined specific requirements and design, and used

Cisco components to create a network that would meet rigid standards for avail-

ability and security. The highly available new infrastructure supports wireless

connectivity for the new headquarters, features redundant access switches to

protect against power failures and is secured by a robust firewall.

Benefits:Increased client’s backbone network bandwidth from 100Mbps to 1,000Mbps, •

resulting in increased availability and faster data-transfer speed

Enhanced productivity•


Implemented strong protection against network attacks, worms and viruses•

Delivered a comprehensive solution in just eight weeks•



SECTOR: Industrial

LOCATION: Germany


PROFILE: An electronics company respon-sible for innovations in a wide range of areas


65






IBM RFID Services

OVERVIEW


Software and services provider enhances processing power and reduces total cost of ownership

Client requirements:This company needed to replace its computing and storage infrastructure with

powerful, flexible technology that could scale to meet its increasing requirements.

It required a solution that would easily integrate with its existing infrastructure

while significantly increasing its processing power and storage capacity. It was

also important that the new technology components be based on open stan-

dards to reduce the company’s reliance on specific vendors.

Solution:IBM Global Technology Services studied the company’s IT environment and,

considering relevant business issues, proposed a solution based on a Linux®

cluster with dual Intel® Xeon® central processing units and a disk-based storage

system. Throughout the project, IBM was responsible for developing, sizing and

implementing the solution. Having maintained the company’s production site in

the past, IBM also offered valued information from a service delivery perspective.

Benefits:Provided eight times the processing power of the previous solution•

Implemented open standards technology, eliminating client reliance on •

specific vendors

Increased availability by 15 percent•

Reduced total cost of ownership for server infrastructure by 20 percent•

Provided a scalable, reliable storage infrastructure•



LOCATION: India

INDUSTRY: Chemicals and petroleum

PROFILE: A software and services provider for the oil and gas industry


66






IBM RFID Services

OVERVIEW


School district improves productivity and reduces costs with a new communications infrastructure

Client requirements:This metropolitan area school district was operating with outdated technology

in several areas. Analog phone systems lacked functionality, were expensive

to support and reduced the efficiency of administrative staff. An antiquated IT

network infrastructure and obsolete e-mail system created excessive downtime,

reducing productivity and hindering communication. And the IT network could

not support advanced multimedia applications, such as videoconferencing for

remote learning. The district sought an expert technology provider to implement

a robust new communications and network infrastructure.

Solution:IBM Global Services deployed a state-of-the-art converged data and telephone

network throughout the district’s 22 schools over a high-speed fiber infrastruc-

ture. Each of the schools’ analog phone systems was replaced with a single,

districtwide VoIP telephone system. Each district school was also provided with a

pervasive wireless network infrastructure, with approximately six network access

points throughout each building. Security for the wireless network, as well as for

an improved wired network, was guaranteed by Bluesocket technology.

Benefits:Improved efficiency, productivity and communication•

Reduced telephony costs by approximately US$10,000 a month•

Enabled Web-based collaboration, which allowed teachers to post their •

own Web content

Facilitated remote learning with videoconferencing capabilities•



SECTOR: Public


INDUSTRY: Education

PROFILE: A major metropolitan area school district


67






IBM RFID Services

OVERVIEW


County government justice center enhances communication with a new network infrastructure

Client requirements:This county government justice center houses several government agencies

and entities, each of which maintained its own IT network. The disparate networks

limited information flow, stifled departmental interaction and drove up costs. More-

over, lack of integration made it difficult to meet citizens’ escalating demands for a

virtual court system. A move to a new facility provided the center with an opportu-

nity to address these limitations, but it needed expert IT guidance to develop a new

networking solution.

Solution:IBM Global Technology Services and IBM Business Partner Cisco planned,

designed and implemented a security-rich common network infrastructure to

support the multiple tenants in the client’s facility. The network was designed to

accommodate both wired and wireless connectivity and to support the county’s

plans to use data, voice and video convergence as part of an improved virtual

court system.

Benefits:Enhanced communication internally as well as with the public and the •

business community

Positioned the county to deliver enhanced public services•

Enhanced network security, availability, flexibility and scalability•

Improved cooperation and collaboration•

Provided federal and interagency compliance capabilities•



SECTOR: Public



PROFILE: A county government justice center


68






IBM RFID Services

OVERVIEW


Nonprofit organization unifies its offices with a scalable, cost-effective networking solution

Client requirements:This nonprofit organization was relying on a limited technology environment and

fax machines for its internal and external communications, limiting its ability to

build relationships with stakeholders, sponsors and researchers. And without a

common networking solution, its Australian offices operated as many separate

entities instead of as a unified organization. The organization wanted to improve

its operating efficiency and communication while keeping its overhead costs low.

Solution:IBM Global Technology Services designed and deployed an integrated network-

ing solution based on asymmetrical digital subscriber line (ASDL) and virtual

private network technology to provide a security-rich, multiuser platform for all of

the client’s personnel in Australia. IBM implemented a server at the client’s main

office in Sydney and a second server at its Melbourne location, with background

replication between the two offices to help ensure high availability. A third server

hosts the client’s applications.

Benefits:Enhanced communication and collaboration between offices•

Provided scalability, allowing the client to add capacity as needed•

Offered superior functionality while keeping overhead costs at a minimum•

Increased productivity by at least one hour per person per day•



LOCATION: Australia


PROFILE: A nonprofit medical research organization


69






IBM RFID Services

OVERVIEW


University-affiliated crime scene investigation team deploys land-to-sea real-time communication and collaboration solution

Client requirements:For crime scene investigators, the underwater environment presents an enor-

mous challenge to logistics and communication. Everyone involved needs the

ability to see the situation and interact in real time, whether they are on shore

or at the scene—even underwater. This investigation unit, a leader in its field,

wanted to develop an innovative way to connect divers to investigators and

experts on shore and to make the investigation and preservation of underwater

crime scenes more effective.

Solution:The unit looked to IBM to help it build a first-of-its-kind, Web-based WiFi solution

tailored to underwater communications and collaboration. The solution, leverag-

ing IBM and Cisco hardware and software technology, shares IP communications

across a single network platform. It also ties together communications from a

variety of handheld devices, including radios, cell phones and VoIP telephones.

Benefits:Helped speed investigations by facilitating on-the-spot analysis•

Enabled experts to be connected from virtually anywhere in the world•

Helped preserve crime scene integrity•

Provided thorough documentation of the scene and divers’ actions•



SECTOR: Public


INDUSTRY: Government, education

PROFILE: A university-affiliated crime scene investigation unit spe-cializing in underwater work

70






IBM RFID Services

OVERVIEW


Global leader in the PC marketplace develops and implements a network solution at 55 globally dispersed sites to speed relocation under a tight deadline

Client requirements:After acquiring a PC manufacturing division from another company, this

marketplace-leading company needed to move its offices to a new location.

The move required the company to implement new networks at locations in

more than 55 countries under a tight deadline to comply with regulatory man-

dates. Having only a small IT department, however, the company needed help

in designing the networks it needed to accomplish the move.

Solution:IBM Global Technology Services worked with the company to develop a net-

work site solution architecture comprising a local area network, a firewall, data

network bandwidth, and telephony and voice network bandwidth. The IBM

Global Technology Services team then engaged other IBM teams from around

the world to implement the solution in approximately 55 countries. Each site

received one week of support as part of the network site solution, and many

sites chose to extend the support contract for several months or years.

Benefits:Avoided legal and financial consequences by completing the implementation •

in nine months

Created an independent Lenovo corporate environment that is tied together •

by the newly created network solution

Gained knowledge to manage the network going forward•



SECTOR: Industrial


INDUSTRY: Computer services, electronics

PROFILE: A marketplace-leading PC maker


71






IBM RFID Services

OVERVIEW


Major urban department of education increases the use of technology and the Internet for instruction

Client requirements:One of the largest K-12 educational departments in the world, this client wanted

to provide Internet access to every classroom in every school in its district to

better deliver information to its students and to develop valuable technology

skills that are vital to today’s job market. However, of its 1,400 schools, only 300

had Internet access. Of those 300, most had Internet connectivity only within

the school library and a handful of classrooms.

Solution:To roll out a project of this scope, the department engaged IBM Global Technology

Services to provide infrastructure and operational design as well as implementa-

tion planning and management to ensure that the project would be completed in a

timely fashion. The IBM team designed a network that would provide connectivity

to more than 1 million users in 1,400 locations. Over the next eight years, the IBM

team rolled out the system, installing cabling, local area network (LAN) switches, a

Cisco-based wireless area network and wireless LAN technology.

Benefits:Increased the use of technology and the Internet for instruction•

Provided students and teachers with access to the vast resources of the Internet•

Enabled students to conduct research directly from their classrooms•

Completed the large-scale project on time and within budget•



SECTOR: Public


INDUSTRY: Education

PROFILE: An urban department of education


72






IBM RFID Services

OVERVIEW
























IBM RFID SERVICES


LOCATION: Canada




73






IBM RFID Services

OVERVIEW
























LOCATION: Canada

INDUSTRY: Retail



74






IBM RFID Services

OVERVIEW


Law firm achieves a return on its IP telephony investment in six months

Client requirements:As a leading law firm with considerable geographic reach, this company must

sustain the communication and collaboration capabilities of its dispersed work-

force to maintain its competitiveness. But a mix of telephony point solutions

and traditional private automatic branch exchange systems—provided through

multiple vendor and service support contracts—had become too costly and

difficult to maintain. The firm set out to upgrade its communications system to a

converged voice and data network based on IP telephony technology.

Solution:IBM Global Technology Services and IP specialist Cerulean helped the client

install local area network and wide area network equipment to provide a

robust foundation for an IP communications solution. Cerulean then installed a

Cisco-based IP system using a phased rollout from the primary site to branch

offices, eventually providing service to 2,500 users.

Benefits:Consolidated cumbersome multivendor systems on one centralized •

IP telephony infrastructure

Realized an ROI in six months•

Leveraged existing data channels to improve call-routing functionality•

Reduced the cost of updating internal telephone directories•



SECTOR: Financial

LOCATION: Australia


PROFILE: A long-standing business law firm established in 1852


75






IBM RFID Services

OVERVIEW


IT service provider optimizes costs through the quick deployment of a converged infrastructure

Client requirements:This global IT service provider needed to set up a ten-floor facility for 1,200

users in Asia. The facility was to include structured cabling, local area network

(LAN) switching and a wide area network (WAN) infrastructure. A unified data

and voice communication solution using IP telephony and IP contact center

applications would integrate with the IT infrastructure.

Solution:The company turned to IBM for a comprehensive solution covering LAN, WAN,

IP telephony and data center networking services. The IBM solution provided a

LAN switching infrastructure; a WAN that connected the facility to branch offices

overseas; Internet connectivity and smooth connectivity to third parties and busi-

ness partners; and a common IP telephony infrastructure to handle connectivity

for closed user groups, including public switched telephone network (PSTN)

connectivity for enterprise users and a contact center for calls originating from

other countries.

Benefits:Deployed the solution quickly and with minimal business interruption•

Simplified network management with a central control center•

Lowered operational costs and increased business flexibility with •

a converged solution

Enhanced productivity by implementing network-to-desktop •

computer telephony




LOCATION: India

INDUSTRY: Computer services

PROFILE: The Indian division of a global IT services and solutions company


76






IBM RFID Services

OVERVIEW


IT service provider reduces its telephony costs, increases efficiency, and raises employee and customer satisfaction levels

Client requirements:This IT provider for commercial banks needed to replace its member banks’

traditional telephone systems. Each branch of each bank maintained indepen-

dent telephone systems, which made it impossible for employees to transfer calls

between buildings and compromised customer service. The old system was also

expensive to maintain. A newer, more flexible telephony solution would enable the

banks to serve customers seamlessly and would help the IT provider save money.

Solution:IBM Global Technology Services designed and implemented a centralized, enter-

prisewide IP telephony system. The updated system combines Cisco CallManager,

Cisco Unity Voice Mail, Netwise Contact Management and IBM Tivoli® Identity

Manager software with IP telephones. The IBM team integrated the IP telephony

solution with the company’s existing data connections and IT infrastructure. The

centralized system required one-tenth of the telephone lines that the previous

system used, allowing bank branches to share lines and reduce expenses.

Benefits:Improved customer service and streamlined productivity with new •

telephony features such as presence awareness

Transitioned smoothly to the new system with assistance in project •

management, implementation and training

Reduced system complexity and telephony costs•



SECTOR: Financial

LOCATION: Denmark

INDUSTRY: Banking, computer services

PROFILE: An IT service provider for 17 commercial banks in Denmark


77






IBM RFID Services

OVERVIEW


Telecommunications provider improves customer satisfaction and boosts revenues

Client requirements:This telecommunications provider wanted to grow its share of the national telecom-

munications marketplace by offering new IP-based services. But the company was

using an aging circuit-switched telephone network based on integrated services

digital network (ISDN) technology. To provide its customers with basic and modern

services, the company needed a state-of-the-art telecommunications platform that

was scalable, dynamic and powerful.

Solution:IBM Global Technology Services consulted with the company in selecting

the best platform for its needs. Once the choice was made, IBM provided

project management, implementation and testing services to get the system

operational within a short timeframe. The team installed two IBM BladeCenter®

HS20 systems to support the new platform and address the requirements

of the telecommunications industry. With the new platform running on IBM

BladeCenter technology, the company gained a next-generation, resilient,

advanced communications system.

Benefits:Increased customer offerings to include basic telecommunications services •

and advanced features

Increased uptime potential with IBM BladeCenter resiliency•

Gained a flexible, scalable platform to support future innovations•

Built a powerful new infrastructure in only six months•




LOCATION: Norway


PROFILE: A telecommunications provider specializing in call management and mobile services


78






IBM RFID Services

OVERVIEW


Biopharmaceutical company significantly reduces telephony costs with a fixed-line solution

Client requirements:As the result of a relocation, this research-driven pharmaceutical company saw

an increase in telephone usage between offices in two countries. The company

relied exclusively on mobile phones, which led to increased transfer times as

well as growing costs. To facilitate communication between its two offices, the

company wanted to install a standard, IP-based fixed-line telephony system.

Solution:IBM Global Technology Services helped the company design and implement a

standard telephony solution to meet business requirements, industry specifica-

tions and a restricted budget. The Cisco-based infrastructure, which included a

Netwise reception solution, gave employees access to advanced features, such

as universal calendar access and customizable presence awareness settings.

Benefits:Generated significant monthly call savings with a fixed line between the •

two offices

Reduced company call-transfer times by 75 percent•

Improved user satisfaction levels with greater flexibility•




LOCATION: Switzerland


PROFILE: A research-driven pharmaceu-tical company with offices in Denmark and Switzerland


79






IBM RFID Services

OVERVIEW


New museum speeds to open on time and within budget

Client requirements:When this recently opened automotive history museum was in its initial design

phase, it began to look for an IT provider to help design the ideal IT infrastructure.

The museum’s requirements were straightforward—it needed a modern, efficient

solution that required a minimal initial investment and maintenance costs and

that was easy to operate. The environment needed to be flexible to enable the

museum to easily incorporate new and emerging technology.

Solution:To help it design and implement the right infrastructure, the museum teamed with

IBM Global Technology Services. After an initial design phase, the IBM team

created a new local area network/wireless local area network based on Cisco

technology. IBM also supported the installation of a Cisco CallManager Express

IP telephony system with corresponding IP phones and an IBM System x™ cen-

tral application server. Because the converged communication solution leveraged

the network infrastructure, the client found it easy to manage and cost-effective.

Benefits:Increased IT flexibility to support expansion and movement within the museum•

Opened to the public on time and within budget•

Enabled museum employees to focus on creating exhibits•

Reduced costs with simplified maintenance and a cost-effective infrastructure•




LOCATION: Germany


PROFILE: A nonprofit museum specializing in automotive history

80






IBM RFID Services

OVERVIEW


City government realizes annual communications savings and improves response time to citizen requests

Client requirements:As a city government that sets public policy for 40,000 citizens, this organiza-

tion strives to answer constituent inquiries as quickly and efficiently as possible.

Unfortunately, a decentralized call center supported by an aging PBX telephone

system inhibited timely employee response. Because the government could not

manage the PBX system remotely, it relied on external vendors for maintenance.

The city needed a more versatile communications infrastructure to accelerate

response time and reduce maintenance costs.

Solution:The government engaged IBM Global Technology Services to design, install and

configure a Cisco-based IP telephony structure using the city’s existing fiber-optic

data network. The new system was the first infrastructure of its kind to be used by

a city government in that country. In addition to implementing and testing the entire

system, IBM provided training for government employees so they could indepen-

dently maintain and reconfigure system components.

Benefits:Eliminated third-party contracts, resulting in an annual savings of US$40,000•

Improved government responsiveness to citizens•

Developed a modern, self-administered system that serves as a model for •

other city governments around the country



SECTOR: Public

LOCATION: Spain


PROFILE: A city government that serves 40,000 constituents


81






IBM RFID Services

OVERVIEW


Major maritime carrier saves money and gains a robust and reliable telecommunications system

Client requirements:As one of the world’s largest container shipping companies, this maritime carrier

depends heavily on global communication and collaboration to deliver containers

to their destinations. The company’s analog telephony system was cost-prohibitive

and did not offer many modern communication features such as Web conferenc-

ing and videoconferencing. A converged communication system from a single

provider would ideally cut costs and provide advanced modern features.

Solution:Working closely with the maritime carrier, IBM helped the client determine the

best telecommunications system for its offices worldwide. The new system

included a Cisco IP communications solution running on a local area network

(LAN) infrastructure, WiFi technology and IP telephony. With the solution, the

company gained the ability to leverage new technologies, such as IP telephones,

videoconferencing and Web camera technology, in a cost-effective manner. IBM

defined, designed and installed the solution.

Benefits:Reduced costs and complexity with a single-vendor solution•

Enhanced communication between global offices for transcontinental shipments•

Implemented the solution quickly and cost-effectively•




LOCATION: France

INDUSTRY: Travel and transportation

PROFILE: One of the world’s largest maritime carriers


82






IBM RFID Services

OVERVIEW


One of the world’s leading producers of aluminum improves satisfaction and reduces costs with unified communications

Client requirements:With high-profile plans to build a new worldwide headquarters for its engineered

products and packaging divisions, this aluminum manufacturer needed to dem-

onstrate its commitment to innovation. From top to bottom, the facility needed

to reflect the industry leader’s dedication to the latest technology. The company

wanted a total networking solution that could easily expand to accommodate the

enterprise’s future demands and that could provide employees and customers

with enhanced communications services.

Solution:At the company’s new headquarters, IBM designed a unified communications

solution that included hardware, software and services to provide a comprehensive

and reliable local area network (LAN) infrastructure. The IBM team then worked

with Cisco to design an IP telephony solution to run on the LAN. The solution also

integrated with IBM Lotus Notes® and IBM Lotus® Sametime® software for real-time

communications and collaboration.

Benefits:Provided a technical solution and implementation model to enable •

IP telephony and unified communications on a global basis

Demonstrated a commitment to innovative technologies•

Improved employee and customer satisfaction•

Reduced phone communication and maintenance costs•

Introduced a scalable solution that can accommodate growth•



SECTOR: Industrial

LOCATION: France


PROFILE: One of the world’s largest aluminum producers


83






IBM RFID Services

OVERVIEW


News media company gains control over vital technology and boosts its insight into the performance of its network

Client requirements:This print and online media company depended on its networking and communi-

cations environments as key platforms for growth, expansion and competitiveness.

But the company faced many challenges navigating an environment that contin-

ued to become more complex as industry dynamics changed and technologies

evolved. The company did not have the resources to manage its 24x7 network

operations as well as executive and granular reporting mechanisms.

Solution:To fill this void, the company turned to IBM Global Technology Services to

implement a comprehensive IBM Network Managed Services solution. Drawing

on proven expertise, platforms and tools, as well as extensive global supplier

relationships, IBM was able to work through the roiling changes in the news

industry. IBM also provided a dedicated service delivery manager to manage

the company’s entire network and help ensure 24x7 network availability.

Benefits:Established a single face of accountability for the network•

Reduced total cost of ownership•

Facilitated network reliability through proactive monitoring and comprehen-•

sive problem resolution

Provided real-time reporting through a customer-accessible portal•

Gained the ability to measure bandwidth, traffic and network performance•

IBM NETWORk MANAGED SERVICES


LOCATION: Australia


PROFILE: A print and online news media company


84






IBM RFID Services

OVERVIEW


Online financial services provider achieves higher cus-tomer satisfaction with improved Web site performance

Client requirements:This financial provider, one of the world’s most successful investment institutions,

prides itself on customer service. But the company had been experiencing inter-

mittent drops in the performance of its Web site. For example, the company’s

quote service—with normal response times of 1 to 2 seconds—would some-

times take as long as 30 seconds to respond. The company wanted to resolve

the issue quickly rather than risk reducing customer satisfaction levels.

Solution:The company engaged IBM Global Technology Services to help it stabilize and

boost the performance of its Web site. The IBM team collected performance

data from the company’s network and Web environment for one week and ana-

lyzed it to identify 12 issues that were causing the performance drops. With the

information in hand, the firm’s in-house IT team was able to quickly resolve the

issues and restore performance to consistent levels.

Benefits:Resolved the issue quickly and efficiently•

Boosted customer satisfaction levels•


SECTOR: Financial



PROFILE: A large electronic brokerage firm


85






IBM RFID Services

OVERVIEW


Manufacturer and distributor of kitchen and bathroom furnishings optimizes its supply chain processes

Client requirements:This manufacturer and distributor of kitchen and bathroom furnishings com-

prising 141 stores needed a new solution for its supply chain and warehouse

management. Specifically, the company sought a solution that could optimize

its supply chain and reduce costs; identify and trace items to improve inventory

management; and optimize the “pick and pack” process, including shipment.

Solution:Working with IBM Global Technology Services, the company developed a

proof of concept based on IBM WebSphere® RFID Premises Server software,

a WebSphere radio frequency identification (RFID) device infrastructure,

several RFID antennas, IBM InfoPrint printers and IBM System x™ technology.

Benefits:Improved its inventory management processes•

Improved the quality of its “pick and pack” and shipping delivery processes•

Optimized its supply chain flow•

Reduced the amount of time between receiving an order and final delivery•


IBM RFID SERVICES


LOCATION: France

INDUSTRY: Retail

PROFILE: A kitchen and bath product retailer and distributor


86






IBM RFID Services

OVERVIEW


Bank holding company reduces costs, increases network availability and implements a scalable platform

Client requirements:Through rapid business expansion over five years, this holding company for two

clearing banks had grown from a small bank into a large group. As a result, the

group’s network infrastructure was characterized by geographically dispersed

legacy systems serving a user population of 128,000 people. The company

needed a single platform that would be scalable, structured, managed and avail-

able to support operations across its complex business structure.

Solution:To meet an aggressive deployment schedule, the bank worked with IBM Global

Technology Services, Cisco and Entuity to develop a comprehensive networking

solution. The IBM team designed and deployed the overall network management

structure. Entuity provided the scalable network management technology solution.

And Cisco provided the technology solution to automate lifecycle management of

the infrastructure.

Benefits:Developed a scalable, cost-effective platform that supports future growth•

Improved network structure with real-time visibility and a proactive approach •

to potential issues

Enhanced customer service by deploying a more solid network with fewer •

configuration errors

Improved manageability by moving to a single network management platform•

Set expectations for a 30 percent decrease in operational costs•



SECTOR: Financial

LOCATION: Scotland

INDUSTRY: Banking, financial markets, insurance

PROFILE: A holding company for two clearing banks in the United kingdom


87






IBM RFID Services

OVERVIEW


Automotive parts supplier in Germany expects to save on IT costs

Client requirements:This automotive parts company needed to refocus its IT strategy and unify

its platform technologies. The company has 34 sites in ten countries, each of

which had its own operating, e-mail and business software platforms. With

such a fractured infrastructure, the enterprise suffered from a lack of commu-

nication and collaboration opportunities. In addition, its IT strategy was poorly

documented and ineffectively communicated to the enterprise’s IT managers.

Solution:IBM Global Technology Services teamed with the company to help it redefine

its IT strategy and build a roadmap to enable the company to achieve a more

unified strategy. After working with the client to determine its global strategy

and identify challenges, the IBM team defined the most important initiatives

to unify the infrastructure. The IBM Global Technology Services team began

implementing these initiatives, which include global enterprise network security,

a global directory, and standardized e-mail and client platforms.

Benefits:Realized significant cost savings•

Simplified a complicated IT infrastructure•

Improved communication and collaboration between offices•

Positioned IT managers to more effectively collaborate on future projects•


SECTOR: Industrial

LOCATION: Germany

INDUSTRY: Automotive

PROFILE: An international automotive parts supplier with five divisions


88






IBM RFID Services

OVERVIEW


City government improves collaboration and employee flexibility while reducing telephony costs

Client requirements:This city government needed a more simplified infrastructure with a common

solution for data and telephony. It wanted to integrate telephony with its other

business IT systems and applications in the hope that it would achieve eco-

nomic savings within its telephony budget.

Solution:IBM Global Technology Services provided an integrated solution for the city,

deploying specialized call center software and hardware for IP and wireless access

points provided by IBM Business Partner Cisco. The IBM Global Technology

Services team integrated the new Cisco-based IP telephony communication

system with the city’s existing applications and IT systems.

Benefits:Simplified infrastructure significantly with a common solution for data •

and telephony

Enhanced collaboration between city employees and constituents•

Achieved telephony budget savings targets•



SECTOR: Public

LOCATION: Denmark

INDUSTRY: Local government

PROFILE: A regional government agency that provides municipal services

SIzE: 25,000+ citizens

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IBM RFID Services

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LOCATION: Canada

INDUSTRY: Retail



90






IBM RFID Services

OVERVIEW


Bank meets branch opening deadline and simplifies communication with its parent organization

Client requirements:Over the past few years, this large bank has experienced a period of record

growth, leading to several changes to its IT systems. As a division of a larger

banking group, it needs to keep pace with the requirements of the group’s head-

quarters. However, because the organization was poised to launch its second

branch office in China, its IT resources were being stretched too thin. Wanting to

open the branch as quickly as possible, the bank looked for help in implementing

an up-to-date IT infrastructure for the whole division.

Solution:IBM Global Technology Services helped the bank create its new branch office

with a hardware supply and services contract that covered the implementation

and maintenance of Cisco networking hardware. Because IBM was a preferred

vendor for the larger banking group, the local IBM team was able to facilitate

the compliance of the new environment with the bank’s corporate requirements.

Benefits:Opened the branch on time•

Created an IT infrastructure that helps make it easy to add future branches•

Brought the division into compliance with the larger banking group•



SECTOR: Financial

LOCATION: China

INDUSTRY: Banking

PROFILE: The Asian division of a large European banking group


91






IBM RFID Services

OVERVIEW


Major provider of telecommunications services gains mission-critical backup and storage for customer multimedia data

Client requirements:This mobile telecommunications company has a large profit center in multi-

media data such as mp3 and picture files transmitted via a wireless Internet

service. Because failure of this mission-critical service would be costly, the

company sought a reliable backup and recovery system.

Solution:To assess the data backup situation, a team from IBM Global Technology Services

met with operations personnel at the company. The IBM team then designed a new

system that would address the telephony company’s increased data volume within

a reasonably short period of time. The new solution comprises an IBM System

Storage™ TS3500 Tape Library, IBM storage area network switches, automated

backup software and an IBM System p5™ 550 Express – AIX® 5L™ Edition server

running the IBM AIX 5L V5.3 operating system.

Benefits:Enabled the company to protect its customers’ most important multimedia data•

Ensured high reliability and 24x7 recovery•



LOCATION: South korea


PROFILE: A mobile telecommunications company


92






IBM RFID Services

OVERVIEW


Document-destruction company supports rapid growth with a scalable IT infrastructure

Client requirements:To accommodate a steady growth rate and improve its business efficiency, this

document-destruction company needed to upgrade its IT infrastructure. Plus,

it had recently invested in SAP enterprise resource planning software, but its

existing hardware platform could not support the robust new application. The

company needed a reliable, high-performance hardware platform capable of

powering its large SAP environment and scalable enough to support rapid busi-

ness growth.

Solution:The company replaced its distributed Dell server platform with a high-performance,

highly scalable IBM server and storage infrastructure. Its new SAP application

is powered by 28 IBM BladeCenter® HS20 servers, while an IBM TotalStorage®

DS4800 disk array and an IBM TotalStorage DS4300 disk array provide data

storage and backup, helping to ensure uninterrupted data availability. IBM Global

Technology Services architected the infrastructure, installed and configured the

individual components, and performed extensive testing to help ensure optimal

system performance.

Benefits:Enabled the client to expand its business without IT constraints•

Reduced power, cooling and networking costs•

Simplified systems management•



LOCATION: Canada


PROFILE: An onsite document-destruction company


93






IBM RFID Services

OVERVIEW


Medical research organization streamlines its infrastructure to enhance patient care

Client requirements:This medical research organization found that its disparate IT infrastructure

could not keep up with the demands of its rapidly expanding data environment.

To maintain its commitment to providing high-quality healthcare and respond-

ing to patient needs 24x7, the organization needed to revamp its IT systems to

simplify and streamline its infrastructure. The organization sought a technology

provider to help it fulfill these objectives as well as implement its computerized

physician order entry (CPOE) application.

Solution:IBM Global Technology Services worked with the client’s infrastructure and

network support department to provide a comprehensive assessment of the

organization’s operational structure and determine infrastructure virtualization

and consolidation needs. Running on virtualized IBM System p™ servers, the

clinical applications, including CPOE, became easy to use and highly available,

allowing the organization to respond quickly to inquiries. The System p servers

were installed at separate data centers and configured for failover, providing

rapid response in the event of an outage.

Benefits:Improved responsiveness to patients•

Enabled physicians to focus on core responsibilities•

Implemented a CPOE application that helped the organization become a •

“mistake-proof” healthcare facility




INDUSTRY: Education

PROFILE: A large clinical and biomedical research enterprise


94






IBM RFID Services

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LOCATION: Canada




95






IBM RFID Services

OVERVIEW


Financial institution improves the availability, performance and scalability of its enterprisewide IT architecture

Client requirements:In just two years of existence, this credit union has grown to encompass more

than 100 branches. To match the scale of its business growth, the credit union

also needed to ensure the scalability and performance of its growing IT network

infrastructure. In addition, to assure its customers of committed business deliv-

eries, the company needed to assess and audit its local area network (LAN),

wide area network (WAN) and mission-critical applications on a periodic basis.

Solution:The credit union engaged IBM Global Technology Services to provide ongoing

assessment and auditing services for its network infrastructure. As part of that

engagement, IBM gathers measurements of availability and performance for

the client’s LAN, WAN and applications and uses them to present recommen-

dations, provide reporting and make presentations to company stakeholders.

The IBM Global Technology Services team also provides network application

optimization services and network managed services to keep the infrastructure

current, robust and available through periods of rapid growth.

Benefits:Improved reporting and accountability with recommendations and data on •

an ongoing basis

Gained an enhanced, optimized IT network infrastructure•

Realized improved application availability and performance•

Gained a consistent design and architecture template for provisioning new •

branch offices

Maintained consistency between new technology and existing organizational •

systems



SECTOR: Financial

LOCATION: India


PROFILE: A fast-growing credit union


96






IBM RFID Services

OVERVIEW


Large utility company improves its network speed tenfold, enhances scalability and security, and speeds return on investment

Client requirements:This utility, a large power company, needed to update its wide area network

infrastructure to enhance its ability to deliver high-quality data, video and voice

services. New IT applications were already putting a strain on bandwidth, and

future applications would require higher network performance standards. The

company also needed to consolidate networks for cost reduction while continuing

to provide a common security level.

Solution:The company engaged IBM Global Technology Services along with Wind

Telecomunicazioni SpA to design, test and implement a new Multiprotocol

Label Switching (MPLS) network infrastructure backbone built around the

concept of network virtualization. The resulting solution was one of the first

dedicated, enterprise-grade MPLS networks in the world—a single, con-

solidated, multi service network that delivered better performance through

high-speed interconnection between sites.

Benefits:Improved network speed tenfold•

Provided higher scalability and security with the MPLS protocol•

Enabled deeper manageability with an IP-based network•

Achieved faster ROI because of network consolidation and the simplification •

of maintenance services




LOCATION: Italy


PROFILE: A large multinational power company that serves approxi-mately 50 million customers


97






IBM RFID Services

OVERVIEW


Electronics company increases productivity with a powerful and available network infrastructure

Client requirements:As this electronics company expanded, it continually plugged heterogeneous

components into its infrastructure, rendering its various IT environments com-

plex and difficult to manage. When the company decided to build a new

headquarters, it also made the decision to overhaul its IT infrastructure to

create a consolidated, security-rich and future-oriented environment. The

company sought a reliable global service provider to design and implement

a powerful and available network infrastructure.

Solution:IBM Global Technology Services made an initial assessment of the client’s net-

work infrastructure, determined specific requirements and design, and used

Cisco components to create a network that would meet rigid standards for avail-

ability and security. The highly available new infrastructure supports wireless

connectivity for the new headquarters, features redundant access switches to

protect against power failures and is secured by a robust firewall.

Benefits:Increased client’s backbone network bandwidth from 100Mbps to 1,000Mbps, •

resulting in increased availability and faster data-transfer speed

Enhanced productivity•


Implemented strong protection against network attacks, worms and viruses•

Delivered a comprehensive solution in just eight weeks•



SECTOR: Industrial

LOCATION: Germany


PROFILE: An electronics company respon-sible for innovations in a wide range of areas


98






IBM RFID Services

OVERVIEW


Savings bank upgrades network infrastructure to boost performance and availability

Client requirements:This savings bank’s network infrastructure did not meet Basel II legislation

requirements for resiliency and availability, and it lacked the bandwidth to pro-

cess transactions in a timely manner. The bank sought a technology resource

to help it update its infrastructure and improve the performance of its network.

Solution:The bank engaged IBM Global Technology Services to revamp its IT network

infrastructure. First, the IBM Global Technology Services team provided consulting

services to review the bank’s existing infrastructure and make recommendations for

improvement. IBM then planned, designed and implemented a new network infra-

structure built on Cisco routers and switches.

Benefits:Provided a 20 percent increase in bandwidth, a 50 percent increase in •

network availability and a 30 percent improvement in resiliency

Met stringent Basel II requirements•

Reduced downtime, speeding data processing•



SECTOR: Finance

LOCATION: Germany

INDUSTRY: Banking

PROFILE: A savings bank


99






IBM RFID Services

OVERVIEW


County government justice center enhances communication with a new network infrastructure

Client requirements:This county government justice center houses several government agencies

and entities, each of which maintained its own IT network. The disparate networks

limited information flow, stifled departmental interaction and drove up costs. More-

over, lack of integration made it difficult to meet citizens’ escalating demands for a

virtual court system. A move to a new facility provided the center with an opportu-

nity to address these limitations, but it needed expert IT guidance to develop a new

networking solution.

Solution:IBM Global Technology Services and IBM Business Partner Cisco planned,

designed and implemented a security-rich common network infrastructure to

support the multiple tenants in the client’s facility. The network was designed to

accommodate both wired and wireless connectivity and to support the county’s

plans to use data, voice and video convergence as part of an improved virtual

court system.

Benefits:Enhanced communication internally as well as with the public and the •

business community

Positioned the county to deliver enhanced public services•

Enhanced network security, availability, flexibility and scalability•

Improved cooperation and collaboration•

Provided federal and interagency compliance capabilities•



SECTOR: Public



PROFILE: A county government justice center


100






IBM RFID Services

OVERVIEW


German car manufacturer makes container movements between plants more efficient and cost-effective

Client requirements:This manufacturer of high-quality automobiles was challenged with managing

containers moving between different plants and external providers—an expen-

sive and time-consuming process. The company needed a better way to identify

containers during the transfer process to streamline this asset management.

Solution:Intrigued by the idea of radio frequency identification (RFID) technology for asset

management, the automaker asked IBM Global Technology Services to help it

develop a pilot program for RFID container tracking. The RFID solution would

need three components: RFID gateways in buildings, mobile RFID readers

on forklifts and handheld RFID readers to manually scan containers. The IBM

Global Technology Services team helped the client develop the solution and

test it between two plants. The pilot showed the feasibility of an RFID container

solution for the company, which will be rolling out a more complete solution on

a wider basis.

Benefits:Increased efficiency of container pools in the pilot solution•

Provided valuable data about container movements•

Demonstrated a reduction of handling costs and losses•

Streamlined the container-planning process•

IBM RFID SERVICES

SECTOR: Industrial

LOCATION: Germany


PROFILE: A high-end car manufacturer


101






IBM RFID Services

OVERVIEW


Nutrition company improves inventory turnover and streamlines its distribution operation

Client requirements:One of this nutrition manufacturer and distributor’s largest resellers required

that all of its high-volume suppliers mark their shipments with radio frequency

identification (RFID) tags by January 1, 2007. The company wanted to meet the

reseller’s mandate and implement an RFID program in its warehouse. But the

company did not know how to develop a systematic process that would enable

it to integrate RFID technology into its enterprise resource planning (ERP)

system. It needed a full RFID hardware and software solution and training.

Solution:To develop a systematic process for incorporating RFID technology into its

inventory operations, the company leveraged the expertise of IBM. The IBM

Global Technology Services team helped the company pick the most effective

hardware, to be managed by IBM WebSphere® RFID Premises Server software.

The IBM team installed the RFID system into the company’s warehouse and

incorporated it into daily operations. The IBM Global Business Services group

presented a workshop to educate the client’s staff on RFID technology.

Benefits:Met the RFID mandate, enabling the company to turn over more product to •

its largest reseller customer

Reduced rework, accelerated delivery and improved customer service•

IBM RFID SERVICES




PROFILE: A nutrition manufacturer and distributor located in the western United States


102






IBM RFID Services

OVERVIEW


Indian automotive parts manufacturer gains improved control over production processes and change manage-ment processes

Client requirements:This automotive parts manufacturer needed better control over work-in-progress

tracking to institute quicker and more effective production plan changes. It

employed barcode technology for tracking inventory movement in its plant. But

that solution had several issues, from inconsistent reads in metal-mount environ-

ments to the complexity of attaching labels and manually inputting data from

them. The company suffered from having no real-time visibility of the inventory

and a huge dependency on operators to be accurate and error-free.

Solution:The manufacturer engaged IBM Global Technology Services to design, test and

deploy a radio frequency identification (RFID) tag solution. The RFID system

included RFID readers with IBM WebSphere® Portal device infrastructure software.

IBM Global Business Services integrated the client’s SAP solution into WebSphere

RFID Premises Server software.

Benefits:Improved efficiency and decision making with online data capture•

Reduced line stoppage on the production floor•

Streamlined delivery of components and parts•

Improved control over work in progress•

IBM RFID SERVICES

SECTOR: Industrial

LOCATION: India


PROFILE: An automotive parts manufac-turer based in India


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IBM RFID Services

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IBM RFID SERVICES


LOCATION: Canada




104






IBM RFID Services

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European motorcycle manufacturer works to substan-tially improve production-line efficiency and reduce tracking errors

Client requirements:This European subsidiary of a worldwide automotive manufacturer needed a more

efficient way to track components along its manufacturing line and in its ware-

house. The company had been manually tracking parts, coordinating whereabouts

with specific vehicle identification numbers (VINs) via a system of paper-based

spreadsheets. The manual system was prone to human error, production delays

and excessive paper and printing costs. The company decided it was time to

upgrade its infrastructure and implement a radio frequency identification (RFID)

tracking system.

Solution:Leveraging a strong preexisting business relationship, the automaker contracted

IBM to design and implement the RFID tag solution, which will enable real-time,

automatic identification of each vehicle and vehicle component along the entire

production chain. Built on IBM System x™ hardware, the solution uses wireless

devices to scan RFID-tagged components and VINs into the system. An IBM

DB2® 9 data server collects and distributes the data so employees can track

inventory throughout the production lifecycle.

Benefits:Reduced errors and improved production efficiency•

Improved customer satisfaction with a higher-quality finished product•

Improved the accuracy of inventory data with real-time information•

Introduced a flexible RFID solution that the company plans to leverage •

in other areas of business

IBM RFID SERVICES

SECTOR: Industrial

LOCATION: Italy


PROFILE: A European motorcycle manufacturing plant


105






IBM RFID Services

OVERVIEW


Manufacturer and distributor of kitchen and bathroom furnishings optimizes its supply chain processes

Client requirements:This manufacturer and distributor of kitchen and bathroom furnishings com-

prising 141 stores needed a new solution for its supply chain and warehouse

management. Specifically, the company sought a solution that could optimize

its supply chain and reduce costs; identify and trace items to improve inventory

management; and optimize the “pick and pack” process, including shipment.

Solution:Working with IBM Global Technology Services, the company developed a

proof of concept based on IBM WebSphere® RFID Premises Server software,

a WebSphere radio frequency identification (RFID) device infrastructure,

several RFID antennas, IBM InfoPrint printers and IBM System x™ technology.

Benefits:Improved its inventory management processes•

Improved the quality of its “pick and pack” and shipping delivery processes•

Optimized its supply chain flow•

Reduced the amount of time between receiving an order and final delivery•


IBM RFID SERVICES


LOCATION: France

INDUSTRY: Retail

PROFILE: A kitchen and bath product retailer and distributor


106






IBM RFID Services

OVERVIEW


French automobile manufacturer frees up capital by reducing unnecessary inventory

Client requirements:This industry-leading automaker manages parts and products at more than 350

sites in 36 countries. To minimize its on-hand inventory, the company wanted

a new inventory management solution to track used automobile parts and

engines throughout their lifecycles. Ideally, the solution would identify engines

moving between onsite locations, timestamp them and associate them with

their containers, detect parts’ directions, and deliver real-time product updates

to its backend SAP inventory management applications.

Solution:The automaker engaged IBM to design a radio frequency identification (RFID)

solution for parts tracking. The solution includes a combination of RFID data-

capture devices and early-warning systems and boasts seamless integration

with backend systems. IBM WebSphere® RFID Premises Server middleware

operates RFID readers and scanners. It also generates the tags that identify

the used engines before they are stored in the raw materials factory stock and

launches portals that identify the engines going in and out of stock.

Benefits:Reduced inventory by 40 percent•

Freed capital for strategic initiatives•

Minimized human errors with automated tracking•

Enabled work-in-progress visibility and accuracy at the part and •

container levels

IBM RFID SERVICES

SECTOR: Industrial

LOCATION: France


PROFILE: An industry-leading French automaker


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IBM RFID Services

OVERVIEW


Energy company reduces tracking work, improves its monitoring capabilities and avoids additional costs

Client requirements:This global energy utility company derives much of its revenue from monitoring

a vast distribution of gas meters. The sheer number of meters that need to be

tracked and monitored presented a challenge. The company sometimes lost

track of meters and spent significant time, effort and expense locating them. To

maximize revenue and improve supply chain operations, the company needed

an accurate and efficient meter tracking and monitoring solution.

Solution:The company engaged IBM Global Technology Services to implement a radio

frequency identification (RFID) solution. With the new system, RFID tags trans-

mit signals to wireless RFID readers and the company’s backend servers. IBM

Business Partner Shipcom Wireless provided the software solution for the RFID

tags. The RFID system runs on an IBM zSeries® 890 platform and posts all

RFID-related data to tables in an IBM DB2® for z/OS® data server.

Benefits:Reduced the amount of costly and time-consuming tracking work•

Gained the ability to monitor all the company’s meters•

Increased inventory control with more accurate numbers•

Realized significant administrative cost savings and cost avoidance •

for replacing lost meters

IBM RFID SERVICES




PROFILE: A global energy utility company located in the western United States


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IBM RFID Services

OVERVIEW


Oncology center improves patient safety and cuts costs

Client requirements:This oncology center administers roughly 10,000 chemotherapy treatments

each year. Preparing the individualized treatments involves performing several

complex operations on the infusion bags that deliver a highly dangerous cyto-

static agent medicine. To enhance the safety of patients and staff around such

substances, the company sought to speed access to the information needed to

record the details of patient treatments and to better trace hazardous medicines.

Solution:With the help of detailed analysis and expertise from IBM Global Technology

Services, the company deployed an innovative radio frequency identification

(RFID) solution that performs RFID data capture and filters, correlates and

delivers the data to multiple types of RFID devices. To complement the RFID

solution, IBM Global Technology Services also helped the company upgrade

its infrastructure to build a first-of-its kind solution that integrates the center’s

existing pharmacy system with hospital information systems.

Benefits:Improved the accuracy and efficiency with which the company traces •

drug agents

Enhanced the safety of patients and staff•

Reduced administrative time and costs•

Enabled a granular level of patient oversight during the drug •

administration process

IBM RFID SERVICES


LOCATION: Czech Republic


PROFILE: An oncology treatment and education facility

SIzE: 500–999 Employees

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IBM RFID Services

OVERVIEW


Leading telecommunications company introduces a new revenue stream, leading to higher average revenue per user

Client requirements:To establish itself as a strong global player in mobile telephony services, a major

European telecommunications service provider needed to distinguish itself from

other operators in its local market segment and deliver more value-added, cost-

effective services to its customers. These services, based on radio frequency

identification (RFID) and machine-to-machine (M2M) sensor technologies, range

from asset tracking to consumer-driven supply chain and security applications.

The company also hoped to generate an increase in the number of transactions

on its network and its average revenue per customer.

Solution:IBM designed and developed a shared-service M2M platform that employs

service-oriented architecture (SOA) features at its core. To accommodate

a variety of customers and needs, the M2M solution had to be flexible and

versatile so it could gather remote sensing data from a variety of sources

(including—but not limited to—RFID) as well as to make that data accessible

to other parts of the solution for purposes of business process automation,

reporting and sharing.

Benefits:Developed new, cost-effective, hosted offerings for small and midsize •

business customers that allowed for marketplace expansion

Gained value-added services that distinguish the service provider from other •

local carriers that primarily manage traffic over telecommunications pipe and

provide supplemental revenue opportunity

IBM RFID SERVICES


LOCATION: Norway


PROFILE: A telecommunications provider with presence in 16 countries


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