Flash Player 9 (or above) is needed to view presentations.
We have detected that you do not have it on your computer. To install it, go here.

Like this document? Why not share!

REEDS Jeweller Moves to Online Services to Boost Productivity and Cut Costs by 90 Percent Case Study






Total Views
Views on SlideShare
Embed Views



0 Embeds 0

No embeds


Upload Details

Uploaded via as Microsoft Word

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
Post Comment
Edit your comment

    REEDS Jeweller Moves to Online Services to Boost Productivity and Cut Costs by 90 Percent Case Study REEDS Jeweller Moves to Online Services to Boost Productivity and Cut Costs by 90 Percent Case Study Document Transcript

    • Microsoft Online Services Customer Solution Case Study Jeweler Moves to Online Services to Boost Productivity and Cut Costs by 90 Percent Overview “Online efficiencies have yielded more Country or Region: United States Industry: Retail—Specialty retail selling time and more time for corporate staff to create marketing campaigns, Customer Profile REEDS Jewelers is a full- promotions, training, and other resources service, multichannel jewelry retailer with 67 stores in the to help stores be successful.” United States and an online REEDS Jewelers is a full-service jewelry retailer presence. The Wilmington, North Carolina-based operating online and in 16 U.S. states. To be company employs 600 successful, REEDS needs fast, accurate people. information exchange between corporate staff Business Situation and the chain’s 67 stores. Phone and paper- REEDS needed to replace phone- and paper-based based communications were time-consuming and communications with difficult to reference, and the company’s e-mail electronic communications to help its staff be more efficient. and collaboration systems were unstable and It also wanted to reduce costs difficult to use. REEDS used its Microsoft® and improve uptime. Enterprise Client Access License Suite to deploy Solution the Microsoft Business Productivity Online REEDS subscribed to Microsoft® Business Standard Suite, part of Microsoft Online Services. Productivity Online Standard REEDS employees are now more productive, with Suite, part of Microsoft Online Services, to give employees more time to strategize and sell. By hosting online access to the latest communications services in a Microsoft data communications programs. center, REEDS has reduced infrastructure costs Benefits by 90 percent and e-mail support work by 80 • More time to succeed • Hosting costs reduced 90 percent. It has also improved the availability of percent critical messaging systems. • Support reduced 80 percent • Training costs reduced
    • “We wanted to Situation stock items, since inventory is REEDS Jewelers was founded distributed across REEDS’s give our corporate in 1946 by Bill and Roberta stores rather than stored Zimmer and has grown into a centrally. operational staff large regional chain with 67 more time to stores in 16 United States, a REEDS used Microsoft® regional direct-mail catalog, Exchange Server 2003 for e- devise winning and a leading e-commerce mail messaging, but store staff Web site. Still a proud family- only had Web access to e-mail jewelry strategies run business, REEDS strives to messages, which limited their and marketing make every customer feel like ability to archive and search for family, with personalized messages. Also, staff campaigns and service, attention to detail, and departures had left the lasting quality and style. REEDS company without the free our store is headquartered in Wilmington, confidence that its e-mail people to sell.” North Carolina, and employs policies were controlled and approximately 600 people. enforced consistently or its e- Jim Rouse, Chief Financial mail system reliable and flexible Officer and Treasurer, REEDS Phone and Paper-Based Communications enough to meet its needs. Only 70 of those employees work in Wilmington; the others Much communication took work in the stores across the place over the telephone and eastern U.S. Constant, prompt, the postal mail. This slowed and accurate communication communication and made it among corporate departments, difficult for store staff to locate store employees, and between information. “Many of the stores is critical to REEDS’s bulletins, alerts, and policies success. Corporate staff that we mailed out disappeared members in jewelry design, into binders, never to be seen marketing, finance, human again,” says Rhonda Cobb, resources, and other Information Technology departments routinely distribute Manager for REEDS Jewelers. policies and procedures, market alerts, special REEDS also used Microsoft promotions, sales figures, sales Office SharePoint® Portal Server tips, and other information to 2003 to post some documents, stores. Conversely, corporate but the software had not been departments depend on installed correctly so it was communications from stores to unstable and difficult to use. learn about local market needs Even though only a few and competitors’ moves. departments posted Stores also communicate with information to SharePoint sites, one another to locate needed stores depended on the sites to
    • “When we looked stay up-to-date on company to investigate how to reduce its business. Also, REEDS felt that communication and at what we gained it was not using the software to collaboration costs. REEDS ran its full potential. Exchange Server 2003, Office by moving software SharePoint Portal Server 2003, online, and letting Corporate trainers periodically and its Active Directory® service traveled to stores to deliver on three leased servers in a Microsoft host its sales and other types of third-party hosting facility, but training or sent packages of the monthly lease for these own software, we paperwork. However, paper- servers was U.S.$18,000. saw that we would based training did not always REEDS debated whether to deliver consistent message bring the servers in-house or gain better uptime, delivery. It also left store staff move them to a less expensive with additional notebooks of hosting facility. lower costs, and reference materials, which better disaster were difficult to search. REEDS Even though the three servers wanted to deliver more were hosted externally, the recovery.” frequent, more personalized, small IT staff at REEDS co- and less expensive training. managed them, along with 15 other servers in the Wilmington To minimize paper, time lags, data center. “Our IT staff spent information searches, and too much time babysitting costs, REEDS knew that it servers—resolving problems, needed to embrace more backing up data, and electronic communications. supporting users,” Rouse says. “We wanted to give our “Our network administrator corporate operational staff Lora Smith spent two hours a more time to devise winning day just troubleshooting e-mail jewelry strategies and issues.” marketing campaigns and free our store people to sell,” says Unstable Collaboration Service Jim Rouse, Chief Financial The availability of the Officer and Treasurer for company’s Office SharePoint REEDS Jewelers. “We wanted Portal Server 2003 sites was to empower people to another concern. Because of disseminate information quickly the faulty implementation, the and provide a way to locate it portal would sometimes fail. later.” “There were also availability glitches when server updates Expensive Communications weren’t applied consistently,” Infrastructure Cobb says. “When this When the U.S. economy began happened during holiday to slow in 2008, REEDS began periods, it caused a lot of
    • frustration and required several Suite to license the Microsoft workarounds.” Business Productivity Online Standard Suite. The Enterprise Solution CAL gives organizations a cost- To lower costs immediately, effective way to license many REEDS researched the costs of popular Microsoft business bringing its messaging and programs. “Licensing Microsoft collaboration servers in-house, Online Services through our moving them to a different Enterprise Agreement gave us hosting facility, and moving to a fixed price and an application an online software model. In suite that grows with us,” Cobb late 2008, Softmart, a Microsoft says. “The software-plus- Gold Certified Partner and services approach that trusted vendor, introduced Microsoft has embraced REEDS to Microsoft Online enables our IT staff to be leaner Services and the Microsoft without letting go of our Business Productivity Online business needs. Microsoft does Standard Suite, a subscription- the daily work of managing based, Microsoft-hosted servers, and we essentially service that includes Microsoft extend the capabilities of our Exchange Online, Microsoft department without hiring SharePoint Online, Microsoft additional people.” Office Communications Online, and Microsoft Office Live Meeting. Team Effort “When we looked at what we After licensing Microsoft Online gained by moving software Services through Softmart, online, and letting Microsoft REEDS needed assistance with host its own software, we saw migrating its e-mail mailboxes that we would gain better online and connecting its on- uptime, lower costs, and better premises Office SharePoint disaster recovery,” Cobb says. Portal Server 2003 installation “We wanted to keep our with SharePoint Online. software current, ally with a Microsoft introduced REEDS to vendor that would be around two specialized Microsoft Gold for a long time, and get a fair Certified Partners that could price.” help with these tasks. REEDS achieved a good price in Azaleos, a Microsoft Gold part by taking advantage of its Certified Partner based in existing Microsoft Enterprise Seattle, Washington, had Client Access License (CAL) worked closely with the
    • “E-mail Microsoft Online Services team in developing an e-mail Corus360, a Microsoft Gold performance is migration methodology for Certified Partner in Norcross, Microsoft Online Services Georgia, helped REEDS much faster, and customers. A week prior to upgrade to Microsoft Office our messaging beginning the e-mail migration, SharePoint Server 2007 and an Azaleos consultant worked integrate the on-premises service is much with REEDS to complete a software with SharePoint series of prerequisite tasks Online. “Corus360 archived our more stable. focused on application SharePoint sites and helped us We’re even integration and e-mail make our portal more functional configuration. The first users as we upgraded to Office looking at enabling were migrated online by SharePoint Server 2007,” Cobb lunchtime of the first day of the says. “It also customized the employees to send onsite engagement. look and feel of our portal to e-mail outside the make it easier to use.” After the initial pilot, the company." consultant shared the Azaleos REEDS accomplished the migration methodology with complete migration to Microsoft Cobb and Smith, which enabled Online Services in just three the REEDS staff to migrate months. remaining users themselves. The Azaleos consultant needed Varied Communications Options only four days onsite to Today, all REEDS employees complete the engagement, and have access to the latest the REEDS IT team gained the version of Exchange Server, knowledge needed to run and currently Microsoft Exchange maintain the system. “Even Server 2007, and the Microsoft though we are outsourcing e- Office Outlook® 2007 mail to Microsoft, we still want messaging and collaboration to know what we are doing, and client. “Instead of using Azaleos helped us come up to Outlook Web Access to access speed,” Cobb says. “We e-mail messaging, store migrated all 160 e-mail employees can use the full accounts to Microsoft Online Office Outlook 2007 client, Services in just four days.” which gives them richer (Even though REEDS has 600 functionality and an easy ability employees, each store has one to archive mail, and simplifies e-mail account shared by all training,” Smith says. “E-mail employees in the store, with performance is much faster, approximately 100 more and our messaging service is accounts at corporate much more stable. We’re even headquarters.) looking at enabling stores to
    • “Online efficiencies send e-mail outside the REEDS is also putting jewelry company, which they could not warranty records on the have yielded more do before, because the system SharePoint site, where store was unstable, and we did not personnel can access them selling time and have the proper controls in quickly. more time for place to encourage effective business use at the store “Departments are getting corporate staff to level.” information out to stores faster, because SharePoint Online is create marketing Each user is allotted a 1- so easy to use,” Cobb says. campaigns, gigabyte mailbox quota, “We are excited to start using expandable if needed, with workflows to automate promotions, easy management of shared common processes such as calendars, contacts, and tasks. onboarding new employees.” trainings, and other REEDS gains thorough virus resources to help and spam filtering, 99.9 percent REEDS is beginning to deploy scheduled uptime with Microsoft Office Communicator stores be financially backed service-level 2007, the client software used agreements, and assured to access Office successful.” business continuity and disaster Communications Online. Office recovery. Communications Online provides instant messaging, By upgrading its on-premises Web-based audio and video software to Office SharePoint conferencing, and presence— Server 2007, REEDS gained the ability to see if colleagues richer collaboration capabilities, are online. “We are using integrated workflow, greater Office Communications Online personalization, and greater in the IT and finance stability. Also, Corus360 helped departments and finding that it REEDS understand how to use helps us multitask much Office SharePoint Server 2007 better,” Cobb says. “When more effectively as a business- you’re on a phone call and process tool. need information quickly, you can see who’s online and ask For example, REEDS recently them a question without waiting posted a store survey on a on e-mail.” SharePoint Online site rather than mailing and collecting REEDS is using Office Live paper surveys. The visual- Meeting to deliver store training display department now posts online, to explain new store-layout and sales-display operational procedures to all photos online rather than employees, and to hold printing and mailing them. impromptu meetings. “With
    • Office Live Meeting, we can and in the stores. “With fast, eliminate the need to print and easy information posting, there distribute paper materials and is far less need for corporate deliver a more customized and staff to print and mail paper to individualized training stores and much less need for environment for each store,” store personnel to copy, Cobb says. When trainers do distribute, file, and reference need to share reference paper forms,” Cobb says. materials, they store them on “Online efficiencies have SharePoint Online sites, where yielded more selling time and employees can access them more time for corporate staff to any time. create marketing campaigns, promotions, training, and other Benefits resources to help stores be By migrating its successful.” Store personnel communications and can find the information they collaboration infrastructure to need faster and share ideas Microsoft Online Services, with their colleagues in other REEDS Jewelers has boosted stores. corporate and store-employee productivity, which has freed up Instead of being buried in three- time to improve the business ring binders, store-display and sell. REEDS has trimmed photos, sales tips, and hosting costs by 90 percent, company procedures are reduced e-mail support work by posted online where they can 80 percent, and reduced be easily located. “Easy training costs. Plus, REEDS has access to sales materials helps far higher availability of critical store managers take better messaging services, which advantage of good ideas so contributes to greater credibility that they can be more effective for the IT staff. at selling and also be more consistent with the REEDS Online Efficiencies Create More Time to brand,” Rouse says. Putting Succeed warranty records on the With access from anywhere to SharePoint site will also help stable e-mail messaging, an improve customer service. easy-to-use collaboration system, and a common user Now that stores have access to interface across all rich e-mail messaging, REEDS communications and wants to use it more broadly as collaboration programs, REEDS a marketing tool. Store has increased employee salespeople could use productivity at headquarters customer data to send
    • “We can … deliver personalized e-mail messages Always-On Availability to customers on their birthdays REEDS also enjoys greater a more and anniversaries and before stability and reliability of its e- personalized Valentine’s Day and Christmas. mail and collaboration systems. training “I have an e-mail server that I Hosting Cost Reduced 90 Percent know will be available [24 hours environment for REEDS has reduced its hosting a day, 7 days a week],” Cobb our stores. We costs by 90 percent with says. “We’ve always been Microsoft Online Services. “We conscious of high security, but estimate that we previously spent $18,000 a by moving critical business will save month to host three servers, functions to a Microsoft data substantially on and the least expensive center, we have even greater alternative we found was confidence that our messaging travel over time.” $12,000 a month,” Cobb says. and collaboration services will Jim Rouse, Chief Financial “With Microsoft Online always be available. Not only Officer and Treasurer, REEDS Services, we’re paying less does Microsoft follow best Jewelers than $1,800 a month.” practices, but they have experts on staff that monitor Rouse adds, “Plus, Microsoft everything. We’ve actually owns all the equipment that I upgraded our own network don’t need to buy, carry on my based on what we learned from books, or maintain.” Microsoft about setting up a data center.” E-mail Support Reduced 80 Percent Having Microsoft host its Training Costs Reduced communica-tions and Conducting training over Office collaboration services enables Live Meeting and posting the REEDS IT staff to focus on training materials on SharePoint strategic projects that are more Online reduces the printing, critical to the business. “The postage, and travel costs two hours a day that used to be related to training. “We can spent troubleshooting e-mail now deliver much of our training problems is down to two hours faster and less expensively,” a week, mostly responding to Rouse says. “We can also users who are so excited that deliver a more personalized they want to do more with the training environment for our software,” Cobb says. stores. We estimate that we will “Without Microsoft Online save substantially on travel over Services, I would have to hire time.” another staff person, and with today’s economy, there is no Improved IT Credibility way that is going to happen.” In 2007, REEDS went through a difficult attempt to implement
    • For More Information another software program that Microsoft Online Services For more information about demoralized the IT staff and Microsoft Online Services are Microsoft products and tarnished its credibility with the business-class communication services, call the Microsoft rest of the company. “The and collaboration solutions Sales Information Center at Microsoft Online Services delivered as a subscription (800) 426-9400. In Canada, rollout restored that service and hosted by call the Microsoft Canada credibility,” Rouse says. “This Microsoft. With these offerings, Information Centre at (877) was a major project customers can cost-effectively 568-2495. Customers who accomplished without a access the most up-to-date are deaf or hard-of-hearing hiccup.” technologies and immediately can reach Microsoft text benefit from streamlined telephone (TTY/TDD) services Cobb echoes the success. communications, simplified at (800) 892-5234 in the “The close relationship management, and business- United States or (905) between Microsoft and our class reliability and security 568-9641 in Canada. Outside three Microsoft partners features. For IT staffers, the 50 United States and enabled us to pull this off,” she Microsoft Online Services are Canada, please contact your says. “They didn’t just work for backed by strong service level local Microsoft subsidiary. To us, they worked with us to be agreements and help reduce access information using the successful.” the burden of performing World Wide Web, go to: routine IT management, freeing www.microsoft.com up time to focus on core business initiatives. For more information about Azaleos products and For more information, visit: services, call (866) 318-8767 www.microsoft.com/online or visit the Web site at: www.azaleos.com For more information about Corus360 products and services, call (770) 300-4700 or visit the Web site at: www.corus360.com Software and Services • Solutions For more information about • Microsoft Online Services • Software-plus-services Softmart products and • Microsoft Exchange Online services, call (888) 763-8627 • Microsoft Office Partners or visit the Web site at: Communications Online • Azaleos www.softmart.com • Microsoft Office Live • Corus360 Meeting • Softmart For more information about • Microsoft SharePoint Online • Microsoft Office • Microsoft Office Outlook 2007 • Microsoft Office SharePoint This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published September 2009