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Outsourcing success stories

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  • 1. SUCCESS STORYSlovakia Steel MillsSAP And Outsourcing Solution ForSlovakia Steel MillsStart-ups do not only exist for Internet-based business, Project experience, a professional approach and goodbut also in older and more traditional industries. In this pricing have made S&T Slovakia the preferred IT partnersense, Slovakia Steel Mills (SSM) is a relatively young of SSM. The indomitable commitment of S&T helped tocompany. It has been founded in 2007 as a wholly build a foundation of mutual trust, enabling one of theowned subsidiary of Steel Assets Management B.V. in biggest SAP and outsourcing deals ever in Slovakia. S&Tthe Netherlands. A new steel and rolling mill is being Slovakia will also take overall responsibility for all theconstructed (Project) at the present time in Strazske, systems over the next three years on an outsourcingwhich will directly or indirectly create 750 jobs in the basis.region. “The implementation of this system as the core of allSAP and Outsourcing for success business processes will decisively help us to build upmanufacturing Slovakia Steel Mills as a fully integrated and automatedState-of-the-art steel production is not possible at all production plant.”without IT support, not to mention the planning and Jan Tusim, General Manager Slovakia Steel Millspreproduction phases. SSM has planned installation ofan ERP system at the very beginning of the Project, “This project poses a major challenge to our employees,when the Project Engineer has commenced the first not only due to its scope but also in respect to projectdesigns of the new plant. management and systems integration.” Vladimir Hric, BS Manager S&T SlovakiaThe project was also a “greenfield” operation for S&T.The underlying basis for talks with the management wasgood, due to the fact that S&T had the best possiblemanufacturing industry references. This experience andthe inherent commitment, stipulated in CorporateGovernance on the part of S&T led to an extensivecooperation with SSM, currently, for period over six S&Tmonths.Extant, S&T Slovakia is implementing the SAP systems S&T offer is based on an understanding of userand installing the connections to the production needs and on meeting those needs with ITfacilities (MES) and central production planning, solutions based on state of the art technology.including document administration. We provide assistance to our partners in developing their business operations and resultsThe coordination with numerous subcontractors and through the use of advanced informationsuppliers has to be perfectly organized. “A large number technology and a wide range of services, such asof people had to be motivated and their work IT consulting, development and implementation,coordinated in order to define architecture solutions, as well as the creation of custom IT solutions,which have been precisely-tailored and competitive”, processes and systems, maintenance andrecollects his thoughts the S&T key account manager permanent customer support. S&T group withRoman Gacik. about 2.200 employees and a sales of €411m inGeneral Manager of SSM Jan Tusim is very satisfied with 2009, is the leading provider of IT consulting, ITthe results. “The production process was perfectly solutions and IT services for customers in Centralmapped out“. Tusim manages one of the most and Eastern Europe as in Asia.technologically advanced steel production plants inentire Europe.www.snt-world.com
  • 2. SUCCESS STORYCBAS&T Provides Connectivity AndCommunication Services To43 Shops Of CBA message to the support team that informs theThe customer customer and takes measures to solve the problem.CBA Asset Management” PLC is a public limitedcompany with main activity investment in subsidiaries Benefit to the customeracting in the retail sector by chains of supermarkets  support from specially trained team of experts,integrated in a common trade network called “CBA”.  high-quality and optimized technical support,“CBA Asset Management” PLC has been established in  reduction of IT-costs,2006 to manage its subsidiaries “CBA - Veliko Turnovo  more resources for core business activities,Ltd.”, “CBA - Gabrovo Ltd.” and “CBA - Ruse e.o.o.d.”.  state-of-the-art communications technology across the entire company.“CBA Asset Management” PLC is the only shareholderof three subsidiaries: “CBA Trade” Ltd., “CBA Logistics”Ltd. and “CBA Franchise” LTD.“CBA Bulgaria” Ltd. was founded in May 2003. By 2007CBA already have more than 200 shops in the country.The challengeCBA operates in Sofia region, East and North-EastBulgaria. Before signing outsourcing agreement withS&T, the IT activities in CBA were organized by theinternal IT department. By increasing the number of S&Tshops and the growing demands of advanced use of ITinfrastructure the need for external support became S&T offer is based on an understanding of usercrucial. needs and on meeting those needs with IT solutions based on state of the art technology.The project We provide assistance to our partners inThe infrastructure is entirely based on a Cisco typology developing their business operations andis chosen to be of the type ‘star’ and every single shop results through the use of advancedis connected via MAN line to the main customer data information technology and a wide range ofcenter, located in Veliko Tarnovo, where router Cisco services, such as IT consulting, development2811 is used. Connection security and data and implementation, as well as the creation ofinviolability are ensured by the use of VPN tunnels custom IT solutions, processes and systems,with AES128 crypting. An independent channel is maintenance and permanent customerconfigured and built between the main and reserve support. S&T group with about 2.200CBA data centers in order to ensure uninterrupted employees and a sales of €411m in 2009, isbusiness processes. The transfer between the main the leading provider of IT consulting, ITand the reserve line takes less than 5 seconds. A solutions and IT services for customers inmonitoring system based on Nagios is also built and Central and Eastern Europe as in Asia.installed in the S&T data center. It provides 24-hourmonitoring of the quality of the provided service aswell as checks of the physical state of the devices. If aproblem occurrs, the system sends an automaticwww.snt-world.com
  • 3. SUCCESS STORYMERCATOR GROUPBusiness Continuity And SecurityClient systems in other countries. With the new infrastructure solutions, the Mercator Group canThe Mercator Group is one of the largest and most benefit from services, such as customer monitoringsuccessful retail chains in South-Eastern Europe and is enabled by the Mercator Pika Card system and newpresent on seven regional markets. These fast growing video conferencing solutions.markets have helped Mercator to capture importantmarket shares, mainly with its large malls in capital Benefits for the clientcities and regional centres. Mercator’s aim is to  24/7 availabilitybecome the first or second largest fast-moving  Reduced infrastructure and advancedconsumer goods retailer on each of these markets. communications costsChallenge  Comprehensive view of the network and services (operation monitoring from a single location)The Mercator Group decided to redesign and optimize  Premium support and maintenance delivered bytheir transaction channels with a payment processing S&T professionalscentre. Their existing leased and redundanttelecommunication lines were proving to be a largecost for the company. “Mercator Group d.d. relies on S&T professionals toBy deploying advanced network router and firewall manage firewalls and network components insolutions, the Mercator Group wanted to ensure that networking segments across six countries. They delivertheir networks and services perform with the same everyday management and configuration tasks as welllevels of reliability and security and reduce costs at the as active control of system operations to ensuresame time. The advanced network infrastructure minimal downtime and rapid disaster recovery. We areprovides reliable connectivity that is required for real- pleased that our collaboration with S&T has given ustime payment transactions and enables proactive the opportunity to work with a reliable and highlyoperations monitoring. The Mercator Group intended qualified IT partner with deep expertise and end-to-endto upgrade this infrastructure with support for the services.Mercator Pika payment card application. This would Rado Brglez, IT Manager, Mercator d. d.enable them to improve customer behaviourmonitoring and improve their product portfolio.This powerful infrastructure also allows Mercator to S&Tdeploy new network-based services, such as videoconferencing and voice and video calls between offices S&T offer is based on an understanding of userto reduce travel and meeting expenses. needs and on meeting those needs with IT solutions based on state of the art technology.Project We provide assistance to our partners inS&T provided seamless, secure, and cost-effective developing their business operations and resultsconnections between remote Mercator malls and the through the use of advanced informationhead office, as well as between the head office and the technology and a wide range of services, such aspayment processing centre. The first stage of the IT consulting, development and implementation,project required S&T professionals to assess and as well as the creation of custom IT solutions,analyze the existing equipment, services and general processes and systems, maintenance andworkload for the implemented systems. In permanent customer support. S&T group withcollaboration with business application developers S&T about 2.200 employees and a sales of €411m inprofessionals then designed a plan for implementing 2009, is the leading provider of IT consulting, ITthe hardware and software solutions and solutions and IT services for customers in Centralinfrastructure upgrades. The upgrade roll-out began in and Eastern Europe as in Asia.the head office in Ljubljana and was then expanded towww.snt-world.com
  • 4. SUCCESS STORYUNIQAS&T Provides Technical And Help DeskSupport For 46 Offices Of UNIQAThe customer Benefit to the customerUNIQA Group is among top insurance companies in The customer was able to provide to it users anCentral Europe, with its headquarters in Austria. effective support services and reduce the costs of ITUNIQA offers its products and services through infrastructure.different distribution channels – via brokers andagents, banks and direct sales. UNIQA Group and S&T Services Polska Sp. zo.o. signed a 3-year contract. The contract also includes IT assetThe challenge management for UNIQA Group and development ofUNIQA Group of insurance firms was looking for a future IT infrastructure strategy.reliable supplier of helpdesk and support services forits 46 office locations in Poland. In addition toreliability the short reaction times were vital forUNIQA.The projectTechnical support offered by S&T consisted of: national service with 4-hour reaction time, according to proven management methodology and following strict regulations of Service Level Agreement, 24-hours a day help desk that is open 7 days a week and 365 days a year, team of service specialists dedicated to UNIQA Group who observe highest professional standards in management of services and network. S&TUnderstanding of the Client’s business, partnerapproach of S&T to establishing and expanding of S&T offer is based on an understanding of userservice network have brought higher efficiency of end needs and on meeting those needs with ITusers and optimization of IT infrastructure costs (TCO – solutions based on state of the art technology.Total Cost of Ownership). Technical support and help We provide assistance to our partners indesk assured the level of services that is agreed and developing their business operations andsuited to individual needs of the Client, allowing at the results through the use of advancedsame time to constantly measure the Client’s information technology and a wide range ofsatisfaction in order to improve quality of services. services, such as IT consulting, development and implementation, as well as the creation ofThe solution custom IT solutions, processes and systems,S&T proposed a set of services starting with a helpdesk maintenance and permanent customerthat is able to support UNIQA employees and agents support. S&T group with about 2.20024/7/365. The helpdesk is supporting customers employees and a sales of €411m in 2009, isemployees remotely and if needed engineers are the leading provider of IT consulting, ITdispatched to solve customer issues in the field. solutions and IT services for customers inIn the course of setting up the services S&T has also Central and Eastern Europe as in Asia.optimized customers IT infrastructure costs andimproved employee efficiency.www.snt-world.com
  • 5. SUCCESS STORYVEČERNJI LIST d.dIt Infrastructure OutsourcingThe customer  To have an access to professional and experienced excellent trained engineers staff, resources,Večernji is a contemporary media group founded in knowledge and technology of S&T1959 in Zagreb. Since 2000 Večernji list is part of the  To increase efficiency thanks to improvement ofAustrian media corporation Styria Medien AG. With technical service and specialist technologiesthe development of a unique multi-channel platform delivered by S&T Hrvatska.(print/mobile/video news/online) Večernji list is at thesame time the leading innovator on the Croatian Benefit to the customermedia market. With its employees and companies S&T proposed solution based on outsourcing highly(Večernji list d.d. Večernji list – prodaja i oglašavanje, reliable infrastructure to ensure top-quality 24/7Večernji list digital and Večernjakovaknjiga), a network service in its own data center. The contract coversof offices all over Croatia, superior informatics and server operations and technical support. S&Ttechnological support and the annual turnover of €50 engineers deliver technical online support andmillion, Večernji is a market leader that makes management of infrastructure every day, round theinformation available to its readers everywhere and at clock. Engineers can remotely access the system andall times, and has reputation of independent and solve software problems without having to visit thecritical newspaper. Večernji list is a symbol of daily data center itself. The customer has gained guaranteednewspaper in Croatia: 98,7% of of Croatias population level of service and simplified procedures for technicalsay they are familiar with VEČERNJI LIST. problems solution and single point of contact.Večernji is the leading brand on Croatian media Knowledge of the engineers transferred from S&T asmarket. well as our methodology and experience are the guarantee of the project’s success.The challengeLike all daily newspaper, Večernji must provideInternet presence through news portal to assure itscompetiveness compared to variety of media such asfree newspapers, radio and television. It strives to be S&TInternet driven, that responds to the needs andinterests of its readers. S&T offer is based on an understanding of userVečernji wanted to significantly increase number of its needs and on meeting those needs with ITvisitors on news portal that has all-around accessibility solutions based on state of the art technology.with strict SLA parameters defined. We provide assistance to our partners in developing their business operations and resultsThe project through the use of advanced informationThe main goal of the whole outsourcing project was technology and a wide range of services, such asreduction and better managing of IT costs, starting IT consulting, development and implementation,with better costs identification and all in a long-term as well as the creation of custom IT solutions,perspective. There have been additional, important, processes and systems, maintenance andcooperation goals defined, such as: permanent customer support. S&T group with about 2.200 employees and a sales of €411m in To simplify managing processes through outsourcing 2009, is the leading provider of IT consulting, IT IT infrastructure and centralization of technical solutions and IT services for customers in Central problems solution in order to create one contact and Eastern Europe as in Asia. point for all IT problems for the whole portal To improve service quality (guaranteed SLA – Service Level Agreement)www.snt-world.com
  • 6. SUCCESS STORYZVEZA BANKIntegral Solution With S&T SlovenijaClient Advantages for the userZVEZA BANK in Klagenfurt is a member of the  Faster implementation of operations in SloveniaRaiffeisen Austrian Bank Group and is positioned in the  Adaptability in terms of scope and new content ortop of the Slovenian money and goods sector of the growth of banking services – possibility of growthKoroška region. and quick adaptation to the requirements of theChallenge market  High level of data securityZveza Bank has approached its arrival on the Slovenian Support of highly trained expert personnel from S&Tmarket somewhat differently from other banks, with a Slovenijadifferent and an innovative business model, due to thematurity of the market. Its goal was to implement100% Internet banking. Not the kind of Internetbanking known in Slovenia and offered by other banks.They have introduced Internet Diba, which, in additionto access from anywhere and at any time, also offersthe users free services. Benefits, which are gained bythe bank via Internet operations, are thus transferredto the user.For the implementation of the Internet bank, ZvezaBank decided to redesign the data centre. Following athorough study of systems, they decided thatoutsourcing of IT services would be an excellentsolution for them. Why? Because it ensured a highlevel of operation of bank applications, while highlytrained experts manage the system and applications.In this way, they themselves were able to focus ontheir clients and business processes. S&TProject S&T offer is based on an understanding of userIn implementing the infrastructural part, Zveza Bank needs and on meeting those needs with ITworked with the company S&T Slovenija, while a solutions based on state of the art technology.different contractor was responsible for bank We provide assistance to our partners inapplications. The solution had to be designed for today developing their business operations andand for tomorrow: so that, in addition to the starting results through the use of advancedcost and functional efficiency, it will allow for the bank information technology and a wide range ofto implement new solutions in the future, to efficiently services, such as IT consulting, developmentmanage business processes and thus facilitate and implementation, as well as the creation ofinnovation also in the future. custom IT solutions, processes and systems, maintenance and permanent customerSince the goal was to implement 100% Internet support. S&T group with about 2.200banking, the requirement of Zveza Bank was also highavailability of the infrastructure, which would ensure employees and a sales of €411m in 2009, is the leading provider of IT consulting, ITcontinuous access of users to their services and 100% solutions and IT services for customers insecurity. In its solution for the Diba bank, S&T Slovenija Central and Eastern Europe as in Asia.thus used a completely virtual information system,which allows the bank flexibility in future and cost andtime efficiency today.www.snt-world.com

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