ilta 2010 project of the year

12
Unified Communications at McInnes Cooper

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Page 1: ILTA 2010 Project of the Year

Unified Communications at

McInnes Cooper

Page 2: ILTA 2010 Project of the Year

• Remove barriers to communication among the

firm’s seven offices

• Deliver technology that can enhance client

service and provide a competitive advantage

Objectives

Page 3: ILTA 2010 Project of the Year

• Implement Microsoft OCS 2007 R2 firm-wide

• Integrate or replace legacy telephone systems

– 1 hybrid IP/TDM PBX

– 1 pure IP PBX

– 1 Norstar key system

– 4 Centrex offices

• Train ~200 lawyers and ~300 staff in seven

locations

Scope

Page 4: ILTA 2010 Project of the Year

Deliverables

• Presence

• Instant Messaging

• Audio conferencing

• Web conferencing

• Desktop video

conferencing

• Desktop sharing

• Unified messaging

• Desktop-integrated

telephony

• New telephone

hardware

• Training

Page 5: ILTA 2010 Project of the Year

• Capital: ~$325K

– Software was largely included in our EA

• Operating: ~$125K annual savings

• Payback of less than 3 years in hard costs

alone

• An example: combination of presence, desktop

sharing and conferencing on one call resulted in

real additional revenue of $17,500.

Budget

Page 6: ILTA 2010 Project of the Year

• May 2009 Business case presented to

CEO/COO

• Jun 2009 First “promotional tour”/started

gathering requirements:

• Dec 2009 Phase 1 rollout (all but voice)

• Apr 2010 Second “promotional tour

• May 2010 Phase 2 rollout (enterprise voice)

Timeline

Page 7: ILTA 2010 Project of the Year

• Initiated by MC’s Communication Services Leader

• Management backing (IT Director, COO, CEO)

• The entire firm had the opportunity to see the

concept and participate in its development

• Two pilot groups of 50 users each

• Contracted training (in cooperation with MC staff)

• Admin staff outside IT were heavily involved in

training rollout and immediate post-launch support

People

Page 8: ILTA 2010 Project of the Year

• Conceptualized by Communication Services Leader, who basically sold it to the IT Director

• IT Director and Communication Services Leader jointly sold it to the COO/CEO

• Did a conceptual design

• Did a face-to-face “tour” of all offices to present the concept and get feedback

• Began the detailed design, with some consulting assistance

Process

Page 9: ILTA 2010 Project of the Year

• Built the infrastructure, and tested with IT

• Ran a pilot group of 50, then doubled it

• Did another face-to-face “tour” of all offices to

demonstrate the production solution and set

expectation for implementation

• Issued phone sets in parallel to allow people to

become familiar with the technology before the

actual telephone cutover

Process

Page 10: ILTA 2010 Project of the Year

• Provided classroom training to the entire firm

(90 min) in close proximity to live cutover

• Live cutover included removing the existing

phone system – no overlap.

• Provided deskside support for the first couple of

days to quickly deal with any minor issues

• Followup communications as each office went

live, and following completion in all offices

Process

Page 11: ILTA 2010 Project of the Year

• A fully desktop-integrated, zero-PBX, voice, text

and video communications solution delivered to

the entire firm.

• Examples of additional revenue as a direct

result of the capabilities delivered. In the first

week!

• Lawyers excited about technology!

Results

Page 12: ILTA 2010 Project of the Year