Manufacturing OCS Implementation


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"When you replace a 20-year-old phone and voice-mail system with Microsoft Office Communications Server 2007 and Exchange Unified Messaging, there’s no comparison." Director of Informational Technology.

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Manufacturing OCS Implementation

  1. 1. Microsoft Office System Customer Solution Case Study Texas-Based Manufacturer Cuts Costs, Boosts Collaboration with Unified Communications Overview “When you replace a 20-year-old phone and voice- Country or Region: United States Industry: Manufacturing mail system with Microsoft Office Communications Server 2007 and Exchange Unified Messaging, Customer Profile Founded in 1951, this family-owned there’s no comparison.” manufacturer of power transmission Vice President of Information Technology products is based in Texas and operates manufacturing and sales offices in the With an outdated phone system in its head office and numerous United States, Canada, Mexico, and China. incompatible phone systems in nearly 30 branch locations, this Business Situation family-owned business was having trouble communicating The company wanted to replace an aging phone system and update its internally and with customers. In 2008, the company installed an communications systems so employees in IP-PBX phone system and deployed Microsoft® Office many locations could collaborate better to deliver superior customer service. Communications Server 2007. This solution made it possible for the company to significantly reduce communications costs by Solution The company deployed Microsoft® Office switching from traditional phone service to a software-based voice Communications Server 2007 with over IP (VoIP) solution. Using Microsoft Office Communicator 2007, Microsoft Office Communicator 2007, its client software, to give employees flexible the client software for Office Communications Server 2007, tools to collaborate through e-mail, voice, employees now have far more flexible tools for communicating with IM, and Web conferencing. others by phone, audio, video or Web conferencing, IM, or e-mail. Benefits With real-time presence information, employees can locate and  Reduced costs  Faster communications and increased collaborate with colleagues faster and ultimately respond more productivity quickly to customer needs.  Improved collaboration  Better customer service and satisfaction
  2. 2. Situation specialized engineering software to design This family-owned manufacturing business in products. Engineers in the head office resolve Texas designs and manufactures mechanical major design issues and often provide power transmission products, material- support and guidance to engineers in smaller handling systems, and industrial hand tools branch offices. “There really wasn’t a good for a variety of trades. Agriculture, chemical method for providing that support other than processing, food and beverage, pulp and sending engineers to the site or making long- paper, construction, mining, and textiles are distance phone calls to walk them through just a few of the industries this company how to use the software,” says the IT Vice serves. With operations in the United States, President. Canada, Mexico, and China, this manufacturer offers same-day delivery from The company is an avid user of Microsoft® its diverse locations, conveniently located in Office products, including Microsoft Office key cities close to customers. “We are a Outlook® 2007 messaging and collaboration service-oriented organization. We don’t sell client, Microsoft Exchange Server 2007, and products, we sell service,” says the firm’s Microsoft Live Communications Server 2005. Vice President of Information Technology. Many employees use PCs, but the company also uses terminal servers, especially in the To achieve the best service possible, branch offices. Employees who have PCs however, the company needed to have a enjoy instant messaging (IM) and presence companywide phone system. The corporate information—the feature that indicates the office’s outdated phone system needed to be real-time status and availability of other replaced, and there were at least twenty users. The company wanted to make these different types of phone systems and phone and other advanced features more widely services in use in the company’s branch available. offices. When a location was short-staffed or closed due to weather-related conditions, On a larger scale, the company trains customer calls often couldn’t be answered. employees in-house on software programs Without a single companywide phone system and safety regulations. It is happy with there was no way to reroute the calls to other Microsoft Live Meeting, a hosted Web- branch offices. To make matters worse, when conferencing service that makes it possible customers left messages, the voice-mail for employees in many locations to log in and system often didn’t deliver messages until participate in classroom-style Web-based hours or sometimes even days later. “We training. But without a centralized wanted to incorporate every branch office on companywide phone system, the company one phone system so that we could transfer limits the use of Live Meeting to keep long- calls and take advantage of our sales and distance-calling fees down. “We wanted to support staff wherever they’re located,” says minimize that cost and at the same time the Vice President of Information Technology. improve overall communications,” says the Director of Network and Computer Another area the company wanted to improve Operations. The company’s ultimate goal was was collaborative communications among its to replace its outdated PBX system and find a employees, such as its engineers, who use
  3. 3. “The voice features in unified communications solution that of the offices because some of them will supported voice over IP (VoIP). need upgraded hardware, but we are actively Office Communications working to deploy the solution in every branch Server 2007 and the Solution office as soon as possible,” says the Director Enabling Technologies, a Microsoft Gold of Network and Computer Operations. integration with our PBX Certified Partner that specializes in Unified system make it possible Communications, Enterprise Messaging, IM, Benefits presence, security, and compliance The new unified communications solution has for us to respond faster applications, helped the company find and helped unite this company by providing tools to customer questions.” implement a new solution. It began by to encourage and simplify collaboration. “The replacing the company’s outdated phone strength of this solution is the overall Director of Network and Computer Operations system with a Cisco IP-PBX solution. It then improvement in the ability to communicate,” upgraded Microsoft Live Communications says the IT Vice President. “When you replace Server 2005 to its successor, Microsoft Office a 20-year-old phone and voice-mail system Communications Server 2007. Employees with Microsoft Office Communications Server now use Microsoft Office Communicator 2007 and Exchange Server 2007 Unified 2007, the client software, which gives them Messaging, there’s no comparison.” access to e-mail, IM, presence, voice mail, telephony, and Web conferencing features. Reduced Costs Office Communications Server 2007 includes By switching from traditional phone service to enhanced support for IP-PBX systems. With VoIP, this manufacturing company was able this solution the company was able to to cut the number of vendors it deals with in eliminate the multiple phone companies and branch offices from twenty to just one. The services used in branch offices and switch solution automatically reduced the complexity companywide to a software-powered VoIP of telecommunications and reduced costs. solution. “Enabling Technologies played an “Office Communications Server 2007 important role in deploying this solution. definitely helps reduce our total cost of Enabling has the expertise we needed to ownership. We’re reducing the number of switch our phone service to VoIP, handle all phone lines we have in branch offices; we’re the external connectivity, the certificates, the reducing the outside service cost; and we’re naming, and so on,” says the VP of reducing the cost for phone calls between Information Technology. locations. Overall, once the solution is completely rolled out, we’re projecting a year Currently, 254 employees in the company’s and a half to two years to payback,” says the head offices in Arlington, Texas, are using the Director of Network and Computer new solution, which includes the voice and Operations. In addition, the audio, video, and conferencing capabilities of Office Web conferencing capabilities built into this Communications Server 2007 in addition to solution have helped the company cut travel Exchange Server 2007 Unified Messaging. In expenses. By opting to hold informal video the coming months, the solution will gradually calls or Web conferences with colleagues, be deployed in the branch offices, replacing employees such as engineers can virtually the twenty or more phone systems currently eliminate traveling to branch offices, thereby in use. “It will take some time to integrate all
  4. 4. increasing their productivity and controlling contact a person, because people have costs at the same time. multiple ways to do it now—and get an answer quickly,” says the Network and Faster Communications and Increased Computer Operations Director. “As we roll the Productivity solution out to more of our locations, it will be “The enhanced voice capabilities of Office even easier to get quick answers. We have a Communications Server 2007 are probably lot of interaction between our remote the most important new features of the locations and our central office, especially for product,” says the Director of Network and quoting because we do a lot of special-order Computer Operations. Because Office products. That whole communication process Communications Server 2007 is fully will be a lot quicker and easier because we’ll integrated with Microsoft Office Outlook and have multiple ways to communicate, and we Exchange Server 2007 Unified Messaging, have the added benefit of presence employees can now choose their preferred information.” mode of communication, whether by instant “Office Communications message, e-mail, or phone—in one-on-one or Improved Collaboration Server 2007 definitely group voice calls, with or without video. Access to presence information, which indicates real-time status and availability of helps reduce our total Incoming calls appear on every connected users, is a key component in helping cost of ownership…. device or client, such as the user’s traditional employees collaborate effectively. With Office PBX phone, cell phone, Office Communicator Communicator 2007, users can instantly see Overall, once the client, or Outlook Inbox, and can be answered whether someone is on the phone, available solution is completely however the user chooses. Users can retrieve to talk or meet, does not want to be voice-mail messages immediately instead of disturbed, or is out of the office. The value of rolled out, we’re hours or days later as before. Similarly, presence information is often not fully projecting a year and a employees now have far more options for appreciated until employees actually have placing calls besides the traditional PBX the feature available to them. It is estimated half to two years to phone. They can call from their PC simply by that presence information saves users at payback.” clicking a contact in Office Outlook 2007 or least 30 minutes per week by eliminating Office Communicator 2007. And when they phone and e-mail tag. “Before, presence Vice President of Information Technology are away from the office, employees can have information wasn’t integrated with the phone all of their calls routed to their cell phones or system, so you couldn’t tell when someone use their PCs like a phone to place and was on the phone, in the shop, or in a receive calls, e-mail, and voice-mail meeting. We wanted employees to be able to messages. All of these features give see who was available and when,” says the employees more flexibility and help them to Director of Network and Computer communicate with coworkers and customers Operations. more quickly than before. As a result, they are able to complete tasks more quickly, With ready access to presence information, resolve issues within minutes rather than employees are now using IM and other days, and respond to customer needs and collaboration features differently. For requests more efficiently. “We have definitely example, employees might start an IM seen a reduction in the time it takes to conversation with someone, then transition to
  5. 5. a voice call simply by clicking the Call button the Vice President of IT. “It would definitely be in the Conversation window in Office a product that would take advantage of our Communicator 2007. If other people need to existing infrastructure.” be consulted, they can easily be added to a voice conversation—with or without video. And with a click of the mouse, an employee can transition an informal conference to a Web conference and invite as many people as necessary to attend. Better Customer Service and Satisfaction The company prides itself on providing human contact when its customers call, and the new solution will help it continue to do that. “We don’t want a customer to call in and get an automated attendant unless it’s after hours,” says the Director of Network and Computer Operations. “The voice features in Office Communications Server 2007 and the integration with our IP-PBX system make it possible for us to respond faster to customer questions. Before, every incoming call had to go through an operator. Now, an employee can transfer a call to anybody in any location without having to put down the phone and redial. Calls will go through more directly now. Customers will have easier access to employees, and they will see quicker quote response time. We expect to be more effective in everything we do. Overall, we are very pleased with the new features of Office Communications Server 2007. It all works the way we expected it to.” For the immediate future, full rollout is the company’s primary task. Afterward, the company hopes to experiment more with Microsoft Office SharePoint® Server 2007 and evaluate the benefits of integrating it into its existing solution. “For our accounting department, we are also interested in Microsoft Business Solutions—Axapta®,” says
  6. 6. For More Information Microsoft Office System For more information about Microsoft The Microsoft Office system is the business products and services, call the Microsoft world’s chosen environment for information Sales Information Center at (800) work, providing the programs, servers, and 426-9400. In Canada, call the Microsoft services that help you succeed by Canada Information Centre at (877) transforming information into impact. 568-2495. Customers who are deaf or hard-of-hearing can reach Microsoft text For more information about the Microsoft telephone (TTY/TDD) services at (800) Office system, go to: 892-5234 in the United States or (905) 568-9641 in Canada. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to: For more information about Enabling Technologies Corp. products and services, call (800) 923-4310 or visit the Web site at: Software and Services Hardware  Microsoft Exchange Server 2007  Dell servers  Microsoft Office − Microsoft Office Communications Server 2007 − Microsoft Office Communicator 2007 This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published July 2008