Psav case study1


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Psav case study1

  1. 1. Microsoft Office System Customer Solution Case Study Event Services Company Stays Connected with Unified Communications Solution Overview “The cost savings over our third-party audio and web Country or Region: United States Industry: Professional services conferencing solution justified the cost of the entire Microsoft deployment.” Customer Profile Bob Strama, Vice President and Senior Technical Officer, PSAV PSAV provides event services to customers in North America. The company has 2,500 North American employees operating from more than 600 locations. PSAV is a leading provider of audiovisual and event technology Business Situation support to clients worldwide. With 2,500 employees operating from With a widely distributed and mobile more than 600 locations in North America, PSAV must ensure that workforce, PSAV wanted to improve the communications capabilities of its employees stay connected no matter where they are working. PSAV employees. was looking to integrate its communications capabilities and Solution reduce the costs it was paying for conferencing services. Working PSAV chose to deploy Microsoft® Office with Microsoft® Gold Certified Partner Project Leadership Communications Server and Unified Messaging in Microsoft Exchange Server Associates, PSAV determined it could get the capabilities it needed 2007. This solution provided more using Microsoft Office Communications Server 2007 R2 and capabilities and was a fraction of the cost of competitive offerings. Unified Messaging in Microsoft Exchange Server 2007 at a fraction of the cost of competitive offerings. PSAV is now using the Benefits Replaces third-party conferencing to integrated instant messaging, presence, voice mail, and audio, save more than U.S.$300,000 annually video, and Web conferencing capabilities to improve business and Improves sales processes Results in quicker help desk resolutions reduce fees previously paid to audio and Web conferencing service providers.
  2. 2. “We needed a better Situation Office Communications Server for its instant PSAV helps clients manage their audiovisual messaging and presence capabilities. When way to stay connected and event technology needs for meetings, Office Communications Server 2007 R2 was than phone and e-mail. conferences, and other events. The company released, PSAV decided that it would be the operates from 600 offices throughout North ideal solution for its conferencing needs. Not We used audio and Web America and often has small offices in hotels only is the Microsoft solution less expensive conferencing services and convention centers to improve client than the competitive product offerings, but it service. also provides seamless integration with other extensively, but the solutions PSAV has in place. current solution is With a widely distributed and highly mobile workforce, staying connected is essential for Office Communications Server 2007 R2 expensive and lacked the organization. Clients expect to be able to offers instant messaging and presence integration.” contact their event technology managers functions that are not only available in the when they need them, and employees Office Communicator client but are integrated Bob Strama, Vice President and Senior depend on each other for their individual into other Microsoft products that PSAV uses Technical Officer, PSAV expertise in design and troubleshooting. on a daily basis, such as Office SharePoint® Server and the Microsoft Office Outlook® In 2007, PSAV began to look for ways to messaging and collaboration client. In improve communications. “We needed a addition, Web, audio, and video conferencing better way to stay connected than phone and capabilities are built into the solution. Users e-mail,” explains Bob Strama, Vice President can schedule conferences from within and Senior Technical Officer at PSAV. “We Microsoft Office Outlook and can escalate to used audio and Web conferencing services an audio, video, or Web conference from an extensively, but they were expensive and instant message chat with the click of a lacked integration.” PSAV was spending more button. Web conferences are accessed than U.S.$300,000 per year in fees to service through the Microsoft Office Live Meeting providers for audio and Web conferencing. client. PSAV recently installed Cisco Unified The solution also provides Desktop Sharing. Communications Manager in its datacenter to With the click of a button, users can view handle voice calls. It uses SIP Trunking to each other’s desktops and optionally be given connect to the telephony network, and it was control over each other’s computers. Desktop able to remove the PBX equipment from its sharing replaces Web conferences for many larger offices. It still has telephony equipment collaborative efforts at PSAV such as with voice and data circuits at the remaining producing sales proposals or developing small offices. project plans for events. Solution In January 2009, PSAV began working on the PSAV considered using competitive Office Communications Server deployment technology for audio and Web conferencing, with assistance from PLA. By February 2009, but the licensing costs were prohibitive. After PLA and PSAV had designed the server meeting with Microsoft Gold Certified Partner architecture, built the server environment, Project Leadership Associates (PLA), and and completed testing. This was discussing options for deployment, PSAV accomplished by following PLA’s Rapid UC found that Microsoft® Office Communications Deployment Methodology, focused at bringing Server 2007 could be deployed at a fraction quick value to the deployment of the of the cost. It had already looked at deploying Microsoft Unified Communications platform.
  3. 3. “The complete PSAV deployed five server roles on three All PSAV employees are now equipped with physical servers. Windows Server® 2008 instant messaging, presence, audio, video, integration of the Hyper-V™ virtualization technology was used and Web conferencing, and Exchange Unified solution was the big win to virtualize the gateway and Microsoft Office Messaging. PSAV is testing the voice over Communicator Web Access roles to reduce Internet Protocol (VoIP) capabilities on 100 for us. All of the costs. PSAV also deployed Microsoft users as a possible telephony solution for functionality is available Forefront™ for Office Communication Server remote users. PSAV is also looking to for anti-virus protection. integrate its existing Polycom video across the platforms conferencing infrastructure into Office and applications we Microsoft Exchange Unified Messaging was Communications Server. added to the existing Exchange Server 2007 use.” deployment to provide voice mail service to Benefits Bob Strama, Vice President and Senior all users. Unified Messaging was integrated The Microsoft Unified Communications Technical Officer, PSAV into the Cisco Call Manager PBX and delivers capabilities were adopted very quickly at voice mail messages to Microsoft Office PSAV because they immediately improved Outlook inboxes. Users can access these work processes. By giving employees an voice mail messages without calling into the integrated communications solution and voice mail system and save them with any presence information that enables them to other e-mail massages they receive on a decide the best way to communicate, Office particular topic. Exchange Unified Messaging Communications Server helps PSAV operate also enables users to use a telephone to more efficiently. “The complete integration of access their calendar and e-mail messages. the solution was the big win for us,” notes Strama. “All of the functionality is available PSAV completed extensive user testing across the platforms and applications we because not all of its client PCs are managed use.” In addition, by replacing expensive or in the same domain. It wanted to ensure third-party conferencing options, the solution users could access the new capabilities produces immediate cost savings. independently of their hardware configuration and without using virtual private network Improved Business Processes (VPN) software. All 2,500 user accounts were The Microsoft Unified Communications enabled on Office Communications Server solution is being used across the company. 2007 and Exchange Unified Messaging in “It truly has become a part of our daily work May 2009. Immediately following, PSAV processes,” explains Strama. “Instead of started the client rollout, deploying Microsoft sending an e-mail for short questions we use Office Professional 2007, Forefront Security, instant messaging and get answers faster.” and Microsoft System Center Configuration PSAV has also seen a dramatic increase in Manager clients at the same time as the Web conferencing usage as employees Office Communicator 2007 R2 and Live escalate their instant messaging Meeting clients. Because multiple conversations into Office Live Meeting. applications were deployed at the same time, the rollout was conducted slowly over a three- Presence information has also been useful month period to ensure users could receive for everyone. With employees constantly on adequate support during the transition. the move to event locations, people can be During this time many users started difficult to find. PSAV uses Windows® accessing Office Communications Server SharePoint Services sites to track projects so through the Web client to take immediate users can open a project site, see who is at advantage of its capabilities. the site, and contact them from within
  4. 4. “We have other Windows SharePoint if they are available. Cost Savings PSAV has also integrated presence The Office Communications Server 2007 R2 products available to information into its corporate directory, which solution will enable PSAV to save more than our service desk for is hosted on Office SharePoint Server. Now $300,000 per year on audio and Web users can see who is available and contact conferencing costs. “The cost savings over remote access, but them from the directory site. our third-party audio and web conferencing Desktop Sharing is so services justified the cost of the entire “The sales organization was an early adopter Microsoft deployment,” notes Strama. PSAV easy that it has become because they used our conferencing services is also deploying the Forefront Security suite the preferred option. It on a regular basis, and we had people for both servers and clients. This solution is spending $2,000 per month on replacing the company’s current anti-virus is helping our service conferencing,” explains Strama. “With Office solution and will save the company an desk resolve issues Communications Server, that sales overhead additional $45,000 per year. is reduced.” The sales organization also faster.” prefers the on-demand nature of the PSAV has also noticed a reduction in Bob Strama, Vice President and Senior Microsoft conferencing solution. With the international calls from the pilot through the Technical Officer, PSAV previous conferencing service it had to use of instant messages and audio schedule conferences in advance through the conferences to communicate rather than the service desk. It also frequently uses the telephone. With more than 200 international Desktop Sharing feature in Office locations, international calling is a large Communicator to work together on proposals expense for the company. PSAV has not instead of e-mailing files back and forth, estimated the savings yet, but expects to which improves the quality of sales proposals receive significant cost savings related to and enables the sales teams to produce international calls. proposals faster than they could when they used e-mail to collaborate. Having just completed the company-wide rollout, PSAV expects to realize additional The service desk has also adopted Desktop benefits as users find new ways to improve Sharing to resolve computer issues. “We their ability to manage meetings, have other products available to our service conferences, and events using unified desk for remote access, but Desktop Sharing communications. The ability to reach key is so easy that it has become the preferred individuals quickly is already helping to option,” explains Strama. “It is helping our resolve issues faster, improving the service service desk resolve issues faster.” PSAV provides to clients. PSAV would also like to expand the number of users with access to “PSAV was a model customer to take the telephony features of Office advantage of so many of the features Communications Server and believes this will available with Microsoft Unified reduce the costs of its telephony Communications solutions. Instead of their infrastructure even more. employees struggling to find the best method to communicate effectively with their coworkers, PSAV has positioned their communication and collaboration solutions to be a business enabler, allowing them to focus on running their business, provide best of class customer service, and drive growth,” says Don Penland, Partner at PLA.
  5. 5. 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) 426- work, providing the programs, servers, and 9400. In Canada, call the Microsoft services that help you succeed by Canada Information Centre at (877) 568- transforming information into impact. 2495. Customers who are deaf or hard-of- hearing can reach Microsoft text telephone For more information about the Microsoft (TTY/TDD) services at (800) 892-5234 in Office System, go to: 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 Project Leadership Associates products and services, call (312) 441-0077 or visit the Web site at: For more information about PSAV products and services, call (562) 366-0620 or visit the Web site at: Software and Services Technologies Microsoft Office − Windows SharePoint Services − Microsoft Office Communications − Windows Server 2008 Hyper-V Server 2007 R2 − Microsoft Office SharePoint Server 2007 − Microsoft Office Outlook 2007 − Microsoft Office Communicator 2007 R2 − Microsoft Office Live Meeting Microsoft Server Product Portfolio − Microsoft Exchange Server 2007 − Windows Server 2008 This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published June 2009