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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 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
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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 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
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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 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
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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.
IBM Converged Communications Services
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 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
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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
IBM Mobility and Wireless Services
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
IBM Network Integration Services
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 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
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Featured integrated communications references, by service (continued)Financial institution improves the availability, performance •and scalability of its enterprisewide IT architecture
Teaching hospital improves patient care and increases •patient satisfaction
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
Major healthcare facility improves the productivity of its •employees and gains the ability to better track its assets
Multinational furniture manufacturer lowers telecommuni-•cations costs and improves business flexibility
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
IBM Network Managed Services
News media company gains control over vital technology •and boosts its insight into the performance of its network
IBM Networking Strategy and Optimization Services
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 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
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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
Multinational furniture manufacturer lowers telecommuni-•cations costs and improves business flexibility
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
Teaching hospital improves patient care and increases •patient satisfaction
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
Major healthcare facility improves the productivity of its •employees and gains the ability to better track its assets
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 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
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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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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
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IBM CONVERGED COMMUNICATIONS SERVICES
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 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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Public
LOCATION: Spain
INDUSTRY: Government
PROFILE: A city government that serves 40,000 constituents
SIzE: 100–499 employees
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 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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Financial
LOCATION: Denmark
INDUSTRY: Banking, computer services
PROFILE: An IT service provider for 17 commercial banks in Denmark
SIzE: 100–499 employees
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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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Industrial
LOCATION: Australia
INDUSTRY: Construction/architecture/engineering
PROFILE: The Australian branch of an American global construction, engineering and project man-agement firm
SIzE: 10,000+ employees
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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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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Communications
LOCATION: Norway
INDUSTRY: Telecommunications
PROFILE: A telecommunications provider specializing in call management and mobile services
SIzE: 1–99 employees
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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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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Distribution
LOCATION: France
INDUSTRY: Travel and transportation
PROFILE: One of the world’s largest maritime carriers
SIzE: 10,000+ employees
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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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
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IBM CONVERGED COMMUNICATIONS SERVICES
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 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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: Italy
INDUSTRY: Energy and utilities
PROFILE: A large multinational power company that serves approxi-mately 50 million customers
SIzE: 10,000+ employees
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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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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Distribution
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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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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Financial
LOCATION: Canada
INDUSTRY: Professional services
PROFILE: A leading business law firm with approximately US$118.3 million in annual revenue
SIzE: 1,000–4,999 employees
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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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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Industrial
LOCATION: Spain
INDUSTRY: Industrial products
PROFILE: A major manufacturer of glass products
SIzE: 100–499 employees
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•
20
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Communications
LOCATION: Italy
INDUSTRY: Education
PROFILE: An independent university
SIzE: 5,000–9,999 employees
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
21
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Distribution
LOCATION: Sweden
INDUSTRY: Retail
PROFILE: A major consumer retail chain
SIzE: 10,000+ employees
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
22
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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Communications
LOCATION: Croatia
INDUSTRY: Telecommunications
PROFILE: A regional Internet service provider
SIzE: 100–499 employees
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•
23
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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Communications
LOCATION: Finland
INDUSTRY: Telecommunications
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•
24
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Industrial
LOCATION: United States
INDUSTRY: Computer services, electronics
PROFILE: A marketplace-leading PC maker
SIzE: 10,000+ employees
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•
25
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Financial
LOCATION: Australia
INDUSTRY: Professional services
PROFILE: A long-standing business law firm established in 1852
SIzE: 1,000–4,999 employees
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•
26
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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Public
LOCATION: Canada
INDUSTRY: Education
PROFILE: A college of art and design
SIzE: 1,000–4,999 employees
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•
27
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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Financial
LOCATION: France
INDUSTRY: Insurance
PROFILE: A nonprofit insurance organization for retired public works employees
SIzE: 1,000–4,999 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•
28
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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Distribution
LOCATION: China
INDUSTRY: Professional services
PROFILE: A workplace solutions provider serving more than 200,000 customers in 70 countries
SIzE: 1,000–4,999 employees
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•
29
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Industrial
LOCATION: France
INDUSTRY: Industrial products
PROFILE: One of the world’s largest aluminum producers
SIzE: 10,000+ employees
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•
30
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Financial
LOCATION: Scotland
INDUSTRY: Banking, financial markets, insurance
PROFILE: A holding company for two clearing banks in the United kingdom
SIzE: 10,000+ employees
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•
31
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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Distribution
LOCATION: Australia
INDUSTRY: Healthcare
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•
32
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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Distribution
LOCATION: United States
INDUSTRY: Consumer products
PROFILE: A direct marketer of collectibles that comprises several companies
SIzE: 1–100 employees
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•
33
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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Financial
LOCATION: Italy
INDUSTRY: Financial markets, banking
PROFILE: A major banking group with more than 4,000 branches in Europe
SIzE: 10,000+ employees
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•
34
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Communications
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•
35
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Communications
LOCATION: India
INDUSTRY: Computer services
PROFILE: The Indian division of a global IT services and solutions company
SIzE: 1,000–4,999 employees
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
36
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
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IBM CONVERGED COMMUNICATIONS SERVICES
SECTOR: Distribution
LOCATION: United States
INDUSTRY: Distribution
PROFILE: A medical center based at an American university
SIzE: 10,000+ employees
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•
37
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Distribution
LOCATION: New zealand
INDUSTRY: Healthcare
PROFILE: A leading tertiary, teaching and research hospital with high emergency traffic
SIzE: 5,000–9,999 employees
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•
38
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Retail
PROFILE: A furniture manufacturing and retail company
SIzE: 1,000–4,999 employees
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•
39
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
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IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Financial
LOCATION: China
INDUSTRY: Banking
PROFILE: The Asian division of a large European banking group
SIzE: 10,000+ employees
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 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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Education
PROFILE: A major metropolitan area school district
SIzE: 500–999 employees
41
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
IBM Network Managed Services
IBM Networking Strategy and Optimization Services
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Distribution
LOCATION: New zealand
INDUSTRY: Healthcare
PROFILE: A leading tertiary, teaching and research hospital with high emergency traffic
SIzE: 5,000–9,999 employees
42
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
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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•
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Public
LOCATION: North America
INDUSTRY: Government
PROFILE: A major urban public transportation system
43
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
IBM Network Managed Services
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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
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Government
PROFILE: A city with a fast-growing manufacturing hub
SIzE: 1,000–4,999 employee
44
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
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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•
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Distribution
LOCATION: Germany
INDUSTRY: Energy and utilities
PROFILE: A large energy and natural gas utility
SIzE: 10,000+ employees
45
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
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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•
IBM MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Government, education
PROFILE: A university-affiliated crime scene investigation unit spe-cializing in underwater work
46
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
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IBM RFID Services
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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•
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Distribution
LOCATION: Germany
INDUSTRY: Healthcare
PROFILE: A university medical center located in Germany
47
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
IBM Network Managed Services
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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•
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Education
PROFILE: A four-year state college located in the northeastern United States
SIzE: 1,000–4,999 employees
48
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
IBM Network Managed Services
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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•
IBM MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Education
PROFILE: An urban department of education
SIzE: 10,000+ employees
49
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
IBM Network Managed Services
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Wholesale company improves and simplifies logis- tics, 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
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Distribution
LOCATION: Denmark
INDUSTRY: Wholesale distribution and services
PROFILE: A wholesaling company with more than 20,000 customers
SIzE: 1,000–4,999 employees
50
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
IBM Network Managed Services
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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•
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Distribution
LOCATION: United States
INDUSTRY: Wholesale distribution and services
PROFILE: A large beverage distributor that operates across the southern United States
SIzE: 10,000+ employees
51
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
IBM Network Managed Services
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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
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Government
PROFILE: A coastal city and tourist destination in the southern United States
52
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
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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 MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
IBM RFID SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Healthcare
PROFILE: An innovative regional hospital that serves more than 1 million residents
SIzE: 1,000–4,999 employees
53
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
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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
IBM CONVERGED COMMUNICATIONS SERVICES
IBM MOBILITY AND WIRELESS SERVICES
SECTOR: Distribution
LOCATION: Sweden
INDUSTRY: Retail
PROFILE: A major consumer retail chain
SIzE: 10,000+ employees
54
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
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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•
IBM MOBILITY AND WIRELESS SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Public
LOCATION: Denmark
INDUSTRY: Local government
PROFILE: A regional government agency that provides municipal services
SIzE: 25,000+ citizens
55
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
IBM Network Managed Services
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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
IBM MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Healthcare
PROFILE: A university teaching hospital with a large acute care department
SIzE: 1,000–4,999 employees
56
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
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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
IBM NETWORk INTEGRATION SERVICES
SECTOR: Distribution
LOCATION: United States
INDUSTRY: Energy and utilities
PROFILE: A major electric and natural gas energy delivery company
SIzE: 5,000–9,999 employees
57
IBM Mobility and Wireless Services
IBM Converged Communications Services
IBM Network Integration Services
IBM Network Managed Services
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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•
IBM NETWORk INTEGRATION SERVICES
SECTOR: Financial
LOCATION: Austria
INDUSTRY: Financial markets
PROFILE: A cooperative IT organization for three major banks
SIzE: 100–499 employees
58
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
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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
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Financial
LOCATION: India
INDUSTRY: Financial markets
PROFILE: A fast-growing credit union
SIzE: 1,000–4,999 employees
59
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
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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
IBM MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Healthcare
PROFILE: A university teaching hospital with a large acute care department
SIzE: 1,000–4,999 employees
60
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
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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•
IBM NETWORk INTEGRATION SERVICES
SECTOR: Public
LOCATION: The Netherlands
INDUSTRY: Government
PROFILE: A health and welfare ministry
SIzE: 5,000–9,999 employees
61
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
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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•
IBM NETWORk INTEGRATION SERVICES
SECTOR: Distribution
LOCATION: China
INDUSTRY: Healthcare
PROFILE: A public university hospital founded in 1949
SIzE: 1,000–4,999 employees
62
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
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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
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Communications
LOCATION: Italy
INDUSTRY: Education
PROFILE: An independent university
SIzE: 5,000–9,999 employees
63
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
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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•
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Finance
LOCATION: Germany
INDUSTRY: Banking
PROFILE: A savings bank
SIzE: 1,000–4,999 employees
64
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
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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•
Eased network management, reducing IT costs significantly•
Implemented strong protection against network attacks, worms and viruses•
Delivered a comprehensive solution in just eight weeks•
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Industrial
LOCATION: Germany
INDUSTRY: Consumer products
PROFILE: An electronics company respon-sible for innovations in a wide range of areas
SIzE: 10,000+ employees
65
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
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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•
IBM NETWORk INTEGRATION SERVICES
SECTOR: Communications
LOCATION: India
INDUSTRY: Chemicals and petroleum
PROFILE: A software and services provider for the oil and gas industry
SIzE: 500–999 employees
66
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Education
PROFILE: A major metropolitan area school district
SIzE: 500–999 employees
67
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
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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•
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Government
PROFILE: A county government justice center
SIzE: 10,000+ employees
68
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
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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•
IBM NETWORk INTEGRATION SERVICES
SECTOR: Distribution
LOCATION: Australia
INDUSTRY: Healthcare
PROFILE: A nonprofit medical research organization
SIzE: 1–99 employees
69
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
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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•
IBM MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Government, education
PROFILE: A university-affiliated crime scene investigation unit spe-cializing in underwater work
70
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Industrial
LOCATION: United States
INDUSTRY: Computer services, electronics
PROFILE: A marketplace-leading PC maker
SIzE: 10,000+ employees
71
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
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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•
IBM MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Education
PROFILE: An urban department of education
SIzE: 10,000+ employees
72
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
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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 MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
IBM RFID SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Healthcare
PROFILE: An innovative regional hospital that serves more than 1 million residents
SIzE: 1,000–4,999 employees
73
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Retail
PROFILE: A furniture manufacturing and retail company
SIzE: 1,000–4,999 employees
74
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Financial
LOCATION: Australia
INDUSTRY: Professional services
PROFILE: A long-standing business law firm established in 1852
SIzE: 1,000–4,999 employees
75
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
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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
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Communications
LOCATION: India
INDUSTRY: Computer services
PROFILE: The Indian division of a global IT services and solutions company
SIzE: 1,000–4,999 employees
76
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Financial
LOCATION: Denmark
INDUSTRY: Banking, computer services
PROFILE: An IT service provider for 17 commercial banks in Denmark
SIzE: 100–499 employees
77
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Communications
LOCATION: Norway
INDUSTRY: Telecommunications
PROFILE: A telecommunications provider specializing in call management and mobile services
SIzE: 1–99 employees
78
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Distribution
LOCATION: Switzerland
INDUSTRY: Healthcare
PROFILE: A research-driven pharmaceu-tical company with offices in Denmark and Switzerland
SIzE: 1,000–4,999 employees
79
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Communications
LOCATION: Germany
INDUSTRY: Media and entertainment
PROFILE: A nonprofit museum specializing in automotive history
80
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
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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
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Public
LOCATION: Spain
INDUSTRY: Government
PROFILE: A city government that serves 40,000 constituents
SIzE: 100–499 employees
81
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Distribution
LOCATION: France
INDUSTRY: Travel and transportation
PROFILE: One of the world’s largest maritime carriers
SIzE: 10,000+ employees
82
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
SECTOR: Industrial
LOCATION: France
INDUSTRY: Industrial products
PROFILE: One of the world’s largest aluminum producers
SIzE: 10,000+ employees
83
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
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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
SECTOR: Communications
LOCATION: Australia
INDUSTRY: Media and entertainment
PROFILE: A print and online news media company
SIzE: 5,000–9,999 employees
84
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
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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•
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Financial
LOCATION: United States
INDUSTRY: Financial markets
PROFILE: A large electronic brokerage firm
SIzE: 10,000+ employees
85
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
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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 NETWORkING STRATEGY AND OPTIMIzATION SERVICES
IBM RFID SERVICES
SECTOR: Distribution
LOCATION: France
INDUSTRY: Retail
PROFILE: A kitchen and bath product retailer and distributor
SIzE: 500–999 employees
86
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Financial
LOCATION: Scotland
INDUSTRY: Banking, financial markets, insurance
PROFILE: A holding company for two clearing banks in the United kingdom
SIzE: 10,000+ employees
87
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
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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•
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Industrial
LOCATION: Germany
INDUSTRY: Automotive
PROFILE: An international automotive parts supplier with five divisions
SIzE: 10,000+ employees
88
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
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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•
IBM MOBILITY AND WIRELESS SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Public
LOCATION: Denmark
INDUSTRY: Local government
PROFILE: A regional government agency that provides municipal services
SIzE: 25,000+ citizens
89
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Retail
PROFILE: A furniture manufacturing and retail company
SIzE: 1,000–4,999 employees
90
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
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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•
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Financial
LOCATION: China
INDUSTRY: Banking
PROFILE: The Asian division of a large European banking group
SIzE: 10,000+ employees
91
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
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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•
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Communications
LOCATION: South korea
INDUSTRY: Telecommunications
PROFILE: A mobile telecommunications company
SIzE: 1,000–4,999 employees
92
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
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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•
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Wholesale distribution and services
PROFILE: An onsite document-destruction company
SIzE: 500–999 employees
93
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
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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
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: United States
INDUSTRY: Education
PROFILE: A large clinical and biomedical research enterprise
SIzE: 10,000+ employees
94
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
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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
IBM MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Healthcare
PROFILE: A university teaching hospital with a large acute care department
SIzE: 1,000–4,999 employees
95
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
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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
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Financial
LOCATION: India
INDUSTRY: Financial markets
PROFILE: A fast-growing credit union
SIzE: 1,000–4,999 employees
96
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
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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
IBM CONVERGED COMMUNICATIONS SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Distribution
LOCATION: Italy
INDUSTRY: Energy and utilities
PROFILE: A large multinational power company that serves approxi-mately 50 million customers
SIzE: 10,000+ employees
97
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
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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•
Eased network management, reducing IT costs significantly•
Implemented strong protection against network attacks, worms and viruses•
Delivered a comprehensive solution in just eight weeks•
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Industrial
LOCATION: Germany
INDUSTRY: Consumer products
PROFILE: An electronics company respon-sible for innovations in a wide range of areas
SIzE: 10,000+ employees
98
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
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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•
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Finance
LOCATION: Germany
INDUSTRY: Banking
PROFILE: A savings bank
SIzE: 1,000–4,999 employees
99
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
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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•
IBM NETWORk INTEGRATION SERVICES
IBM NETWORkING STRATEGY AND OPTIMIzATION SERVICES
SECTOR: Public
LOCATION: United States
INDUSTRY: Government
PROFILE: A county government justice center
SIzE: 10,000+ employees
100
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
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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
INDUSTRY: Automotive
PROFILE: A high-end car manufacturer
SIzE: 10,000+ employees
101
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
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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
SECTOR: Distribution
LOCATION: United States
INDUSTRY: Consumer products
PROFILE: A nutrition manufacturer and distributor located in the western United States
SIzE: 100–499 employees
102
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
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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
INDUSTRY: Automotive
PROFILE: An automotive parts manufac-turer based in India
SIzE: 1,000–4,999 employees
103
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
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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 MOBILITY AND WIRELESS SERVICES
IBM NETWORk INTEGRATION SERVICES
IBM RFID SERVICES
SECTOR: Distribution
LOCATION: Canada
INDUSTRY: Healthcare
PROFILE: An innovative regional hospital that serves more than 1 million residents
SIzE: 1,000–4,999 employees
104
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
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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
INDUSTRY: Automotive
PROFILE: A European motorcycle manufacturing plant
SIzE: 500–999 employees
105
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
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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 NETWORkING STRATEGY AND OPTIMIzATION SERVICES
IBM RFID SERVICES
SECTOR: Distribution
LOCATION: France
INDUSTRY: Retail
PROFILE: A kitchen and bath product retailer and distributor
SIzE: 500–999 employees
106
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
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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
INDUSTRY: Automotive
PROFILE: An industry-leading French automaker
SIzE: 10,000+ employees
107
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
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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
SECTOR: Distribution
LOCATION: United States
INDUSTRY: Energy and utilities
PROFILE: A global energy utility company located in the western United States
SIzE: 10,000+ employees
108
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
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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
SECTOR: Distribution
LOCATION: Czech Republic
INDUSTRY: Healthcare
PROFILE: An oncology treatment and education facility
SIzE: 500–999 Employees
109
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
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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
SECTOR: Communications
LOCATION: Norway
INDUSTRY: Telecommunications
PROFILE: A telecommunications provider with presence in 16 countries
SIzE: 10,000+ employees
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