Case Study e Book

8/13/2019 Case Study e Book

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Building Value:

10 Microsoft ServicesCase Study Briefs


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Contents

Global retailer builds to scale...............................................................1Telecom fosters user adoption .........................................................2

Postal service takes technology to the citizens ..............................3

Oil and gas producer connects remote workforce .......................4

Public transport keeps super city moving......................................5

Auto manufacturer aligns IT infrastructure for brand groups ....6

Bank modernizes to build market share ..........................................7

Global telecom helps employees work smarter .............................8

Transport improves schedule accuracy and communication ....9

Renewed focus for a fragmented IT environment ...................... 10

Microsoft Services .................................................................................11

Building Value:10 Microsoft ServicesCase Study BriefsTrue stories of enterprise andgovernment organizations acrossthe globe realizing a better futurethrough Microsoft technology.


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Page 1

Customer Profle

Tesco is the worlds third largestgrocery and general merchandisingretail chain, and operates in 12countries in Europe and Asia.

Customer Size: 450,000 employees

Country: United Kingdom

Industry: Retail

Read the full case study

Tesco.com is one of the largest global onlineretailers, serving 850,000 customers worldwidewith more than 250,000 online orders complet-ed each week.

Problem: Architecture to scale

Customers expect Tesco.com to be available100 percent of the time, with error-free orderprocessing.

The IT team at Tesco.com is responsible formanaging and developing all aspects of IT,including:

Online commercial, marketing and sellingsystems

In-store and order ful llment systems The e-commerce infrastructure

To ensure that Tesco.com could continue toscale and deliver consistent customer expe-rience, the IT team engaged a Microsoft IT

Architecture and Planning (ITAP) advisor on afull-time basis for one year.

Solution: Enterprise IT framework

Just four months from the start of the con-sultation period, the Microsoft ITAP advisordelivered the design and implementation planfor the enterprise architecture, split into sevenprincipal work streams:

Business Model and Strategy. Thebusiness strategies and investmentpriorities.

Business Intelligence. The analysis andreporting of information.

Business Information. The conceptual,logical, and physical data architecture.

Business Process. The businessprocesses, rules, and activities of day-to-day business operations.

Business Application. The automation ofbusiness processes.

Enterprise Integration. The applicationand trading partner integration. Enterprise Infrastructure. The hardware,

system software, and networks.

With this architecture plan, Tesco.com hasconsolidated applications to simplify IT archi-tecture, applied governance to ongoing man-agement, and created a technology roadmapto match company ambitions.

This simpli ed multichannel architecture

ensures that our entire IT system is much moreintegrated and manageable.

Patrick Cooney, Head of Architecture,Tesco.com

Global retailer builds to scale
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Page 3

Customer Profle

Botswana Postal Services(BotswanaPost) delivers the mailto Botswanas 2 million citizens.Customer Size: 1,000 employees

Country: Botswana

Industry: Government


The local post o ce will be a hub of Botswanalife, o ering postal, nancial and Internetservices. Its all possible, thanks to our moderntechnology infrastructure and MicrosoftServices.

Pele Moleta, Chief Executive, BotswanaPost

Headquartered in the capital city of Gaborone,BotswanaPost employs approximately 1,000 peo-ple, operating 122 o ces across the country.

Problem: Outdated IT Infrastructure

With the ftieth anniversary of independenceapproaching, Botswana implemented Vision2016 to propel socioeconomic and political

development. With an outdated IT infrastructure,BotswanaPost needed a technology strategy tosupport their role in Vision 2016.

Solution: Capitalize on eld o ces

The 122 BotswanaPost o ces are spread acrossan enormous area approximately the size ofFrance to serve Botswanas widely dispersed2 million citizens. To take advantage of the eld

presence, BotswanaPost wanted to improve thetechnology infrastructure in the post o ces todo more for citizens.

BotswanaPost engaged the architecture andplanning team in Microsoft Services for strategicguidance. In addition to the infrastructure road-map, the team planned for the organizationaltransformation needed to help employees adoptnew systems.

Postal service takes technology tothe citizens

When a secure, virtualized core infrastructurewas in place, the BotswanaPost IT team andMicrosoft Services turned to optimizing theinfrastructure of the eld o ces. Fully integrat -ed Microsoft productivity and communicationssolutions provided consistent user experience.A train-the-trainer model enabled remotetraining in addition to a wealth of web-basedtraining materials.

BotswanaPost has realized signi cant savingsfrom virtualizing its infrastructure, eliminatingmalware, and improving IT sta productivity.The greatest return on investment, however,will come from introducing modern services tocitizens in remote sections of the country.
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Page 4

Customer Profle

Devon Energy is an independentoil and natural gas exploration andproduction company.


Country: United States

Industry: Oil and Gas


Devon Energy has achieved great success usinginnovative oil and gas drilling techniques. Overthe years, the companys IT infrastructure hadgrown substantially, which led to overlappingand redundant functionality.

Problem: Dispersed workforce, redun-dant technology

Company leaders recognized the need to re-duce IT complexity to simplify support and im-prove collaboration for their widely dispersedworkforce.

Solution: Comprehensive assessment

The company engaged the Microsoft Enter-prise Strategy Program team to perform ananalysis of Devons current IT architecture and

develop a plan to fully realize their investmentin Microsoft technologies. After examining thecompanys business capabilities, critical man-agement tools, and production work ows, theMicrosoft Enterprise Architect developed acomprehensive assessment plan.

Desktop virtualization and Microsoft Lync forWindows Phone were implemented to connect

We have people working remotely, such as ondrill rigs, all across North America. We needto keep them productive, make sure they havereliable and highly secure access to corporatedata, and give them the tools at the right timeto allow them to do their jobs.

Brad Lusk, Senior Director IT Services and Delivery

Oil and gas producer connectsremote workforce

workers in the eld with secure informationusing licenses that Devon already owned aspart of their Microsoft Enterprise Agreement.Additional bene ts came through replacingthird-party applications with Microsoft assets.

Additional bene ts include: Desktop virtualization has reduced

hardware costs, allowing employees touse assets longer.

SQL Server has simpli ed delivery ofbusiness intelligence to the eld.

Microsoft System Center provides acentralized suite of tools to simplifymanagement of the data center andendpoint assets.


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Page 5

Customer Profle

Auckland Transport is responsiblefor public transport and transportinfrastructure in Auckland, NewZealands largest city.


Country: New Zealand



The bene ts matrix helped us assess ourstrategic initiatives and prioritize them. Asa result, we focused on several projects: ourMyStreet portal, which will provide personalizedinformation to customers and sta , and animproved road maintenance information service.

Roger Jones, Manager of IT at Auckland Transport.

As part of Aucklands strategy to boost interna-tional competitiveness and build a super city,the New Zealand government consolidatedall public transport across the city, includinginfrastructure maintenance, such as roads, ferryterminals and cycle paths. The top priority ofthe new organization, Auckland Transport wasto quickly establish credibility by improvingcustomer experiences on the citys buses, trains,and ferries.

Problem: Consolidate operations

Auckland Transport needed strategic initiativesto o er faster and better transport services.The accompanying challenge was to identifythe right technology to help their highly dis-persed workforce deliver the best service.

Solution: Clear direction and plan

Looking to the Microsoft Enterprise Strate-gy Program for guidance, Aukland Transportneeded help to align technology with thebusiness objectives set by the organization. TheMicrosoft Service enterprise architect servedas analyst, business strategist, and technologyarchitect.

Public transport keeps super citymoving

Working with internal business stakeholdersand technical sta , the enterprise architectcreated a detailed bene ts matrix matchingstrategic intentions with quanti ed businessbene ts and available technology resources.

An enterprise-wide system architecture andinformation model provided the roadmap toimplement an online portal. A business caseoutlined the costs and bene ts of a fully inte -grated Microsoft Lync deployment.

Drawing on the experience of transportationtechnology projects from the US, the UK, andSpain, the Microsoft Services team broughtbest practices and lessons learned to theAuckland project, saving time and money.


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Page 6

Customer Profle

The Volkswagen Group manufacturesautomobiles, supplying more than12% of the worlds passenger cars.


Country: Germany

Industry: ManufacturingAutomotive


To stay competitive and maintain its industryleadership, the Volkswagen Group engages ininternal strategic initiatives such as the Mach18 program supporting their objective tobecome the worlds leading automobile manu-facturer by 2018.

Problem: Ten brands, ten IT systems

Each brand unit in the Volkswagen Groupmaintained its own IT infrastructure, whichcreated complexity, generated unnecessarycosts, and made it di cult to work across unitboundaries. Understanding that standardizingthe IT environment across the global enterpriseof 500,000 employees would be complex, man-agement started with a test of two brand units Volkswagen and Audi. Top issues to addressincluded mixed operating systems and Audisalmost 18,000 third-party applications.

Solution: Integration and alignment

Microsoft enterprise architects were engagedto help Volkswagen standardize 60,000 PCoperating system. The enterprise architect atAudi helped automate the administration of800 PCs and reduce the number of business

Auto manufacturer aligns ITinfrastructure for brand groups

applications by two-thirds.

The Volkswagen Group used the resources,expertise, and objectivity of Microsoft Servicesto develop a more strategic approach to IT. Forexample, the company recognized how simi-lar challenges at Volkswagen and Audi andthroughout the group could be addressedcost- e ectively with coordinated solutions.Both brands engaged Microsoft ServicesPremier Support to help maintain and manageaspects of their IT infrastructures.

By engaging the Microsoft Services EnterpriseStrategy Program, the Volkswagen Group hasdeveloped a more strategic approach to IT,reduced its IT costs, promoted e ective collab -oration, and aligned its IT and business goals.

Through the Microsoft Services EnterpriseStrategy Program, weve enhanced our focus,e ciency, collaborative capacity,and ultimatelyour competitive position.

Christian Ihring, Audi Head of Client IT Operations


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Customer Profle

Wema Bank, with assets ofapproximately US$1 billion, providesa broad range of commercial andconsumer banking services in Nigeria.


Country: Nigeria

Industry: Banking


Because we are an older institution, mostof our IT systems were stuck in the past, andour customer base was aging. We neededa dynamic and exible IT infrastructure thatwould boost employee productivity and attract

younger customers.

Olayinka Oni, Divisional Head of IT and Operations

In an e ort to strengthen the capital base ofall Nigerian nancial institutions, the CentralBank of Nigeria set aggressive growth goals forcountry banks. The countrys oldest indigenous

nancial institution, Wema Bank, needed toquickly grow market share and increase pro t -ability to meet the goals.

Problem: Old systems, aging customersTo attract new customers, increase pro tabil -ity, and reduce costs, Wema Bank needed toimprove Internet banking services, make banksystems more reliable, and improve employeeproductivity. Aging, disconnected IT systemsneeded to be upgraded or replaced entirely.

Solution: Revitalize through technology

Engaging a 10-day Microsoft Services Impactengagement, Wema Bank needed to take stockof the banks current infrastructure and collectrecommendations from sta on services thatwould appeal to a wider audience.

Based on the results of the assessment, theMicrosoft enterprise architect created a stra-tegic roadmap that included a private cloud

Bank modernizes to build marketshare

environment. Centralized infrastructure man-agement tools and security software simpli edand automated IT support.

To improve employee communication andcollaboration, the bank deployed MicrosoftExchange, Microsoft SharePoint, and Microsoft

Lync. A customer contact center was designedto provide knowledgeable 24-hour customerservice and Internet banking services to sup-port mobile banking.

By modernizing its IT infrastructure, WemaBank has reduced IT costs by at least 20 per-cent, including a 50% reduction in IT sta ngand 45% reduction in data center footprint.
http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/Wema-Bank/Nigerian-Bank-Grows-Business-and-Reduces-IT-Cost-by-20-Percent-with-Focused-Support/710000000402http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/Wema-Bank/Nigerian-Bank-Grows-Business-and-Reduces-IT-Cost-by-20-Percent-with-Focused-Support/710000000402


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Page 8

Customer Profle

Cable&Wireless Worldwide, based inLondon, UK, provides xed line andmobile telecommunications servicesto customers in more than 150countries.


Country: United Kingdom

Industry: Telecommunications


The opportunity to team with an enterprisearchitect who knows the technology inside andout and who has worked with large companieson these kinds of projects gave us tremendous

peace of mind.

Nick Gill, Program Manager

Cable&Wireless Worldwide provides voice,Internet, data, and network hosting services tocustomers in the business-to-business market.6,500 employees are spread across a globalnetwork of o ces located in the United King -dom, Europe and Asia.

Problem: No uni ed IT infrastructure

A history of growth through acquisition hadresulted in the lack of a uni ed IT infrastruc -ture at Cable&Wireless Worldwide. Di erento ces and divisions of the company relied onseparate sets of productivity, communication,and line-of-business tools, making it di cult toshare information in a timely way. The widelydistributed workforce needed better tools tocollaborate and communicate, and training tohelp them adapt to the change quickly.

Solution: A new way of working

To help create an environment for change, aswell as deployment plans and success metrics,the company engaged the Microsoft ServicesEnterprise Strategy Program. After creating themessaging and collaboration roadmap, theenterprise architect from Microsoft worked with

the Cable&Wireless Worldwide team to build achange management program.

After an in-depth assessment of productivityby role, Cable&Wireless Worldwide was ableto re ne the training curriculum, an integralpart of its plan for ensuring a smooth roll-out.Business change managers (BCMs) were iden-ti ed and trained to share their knowledge with

other employees. The BCMs enabled a smallprogram team to promote adoption of thesolution across the entire business.

Based on internal survey data collected afterproject completion, employees have saved ap-proximately 500 hours of work by transitioningto the instant messaging, voice and videocon-ferencing, and presence awareness capabilitiesdeployed through Microsoft Lync.

Global telecom helps employeeswork smarter


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Page 9

Customer Profle

So Paulo Transporte S.A. providespublic transportation, including15,000 buses, to the 11 million citizensof So Paulo, Brazil.


Country: Brazil



With the systems that Microsoft Services hascreated for us, we have improved the reliabilityof So Paulo public transportation by 30

percent. We now know precisely where busesare at any point in time and can accurately

predict their arrival at subsequent stops.

Mauricio Lima, IT and Revenue Director

So Paulo Transporte (SPTrans) operates 28transfer terminals across the So Paulo metro-politan area, with more than 17,000 bus stopsdistributed over 2.8 million street miles. Of thecitys 11 million citizens, 7 million use the bussystem daily, requiring 15,000 buses to travelmore than 1.7 million miles each day.

Problem: Accurate schedule predictionsAlthough the technology infrastructure of theSPTrans had been upgraded signi cantly overthe previous decade, accurate prediction of busarrival and departure times was a continuingchallenge. Data was manually collected andcalculation for a single bus stop took nearly aweek. SPTrans wanted to speed up the pre-diction veri cation process and perform it forevery bus in the city.

Solution: Centralize data, then deliver

During a three-week Enterprise Strategy explo-ration engagement, the Microsoft enterprisearchitect helped SPTrans create a roadmap toimprove its innovation capabilities and identifythe stages and investments for people, pro-cesses, and technologies.

Following the initial assessment, MicrosoftServices consultants used Microsoft SQL Serverto create a data warehouse for storing thesystem-wide prediction data. Next, the pre-diction service was delivered beyond bus stopelectronic panels to the web and smartphones,so citizens could have more convenient accessto the information.

The architect also helped SPTrans de ne andvalidate an initiative to electronically transfertransportation data to other departments, suchas tra c and police. The Enterprise Strategyteam drew on global contacts and projectsdone for other large municipalities to presentSPTrans with ideas and best practices.

Transport improves scheduleaccuracy and communication


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Our Microsoft Advisor helped us integrateour business processes with our IT system she was an indispensable asset to our company,

Ms. Guan, IT ManagerCustomer Profle

The Sichuan Investment Group is anancial management division of the

Sichuan Provincial Government ofChina.


Country: China

Industry: Financial


Problem: Decentralized IT

Serving as the investment body that nancesgovernment projects, the Sichuan InvestmentGroup (SIG) manages capital assets in excessof CN5.7 billion (U.S.$90 million). An annualIT budget of 5 million ($787,000) provides theinfrastructure support for 1,000 employees.

Over the years, a complex and decentralized ITenvironment had developed, providing frag-mented services across the organization.

Key executive business analysis reports requiredup to ve days to process. Only 10 percent ofthe companys 1,000 employees had access tothe business portal and employees lacked thecollaboration tools needed to communicateand share data e ectively.

Solution: Strategic realignment

Knowing that they needed to re-engineer thethe IT environment in order to optimize oper-ations, SIG engaged Microsoft Services. Begin-ning with a Business and IT Strategy Brie ng,the IT team worked with Microsoft Services toclearly de ne business requirements.

Working as a virtual member of the SIG ITteam, the advisor helped to develop the Enter -

prise Operation Support System , the foundationof the companys new IT environment.

The number of employees with Internet accesshas increased from 10 percent to 90 percent.Collaboration through open, connected sys-tems has simpli ed information sharing.

Real-time and self-serve reporting providesmanagers with secure access to support a fast-paced environment.

The IT teams skill level has increased throughtraining, giving them the con dence to ap -ply emerging technology for continuousimprovement.

Renewed focus for afragmented IT environment


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Page 11

Microsoft ServicesMicrosoft Services is a global team of profes-

sionals who are dedicated to helping custom-ers maximize the value of their investment inMicrosoft software. Microsoft Services profes-sionals engage with thousands of IT profes-sional customers, and the systems they devisebene t millions of customers each year, helpingthem plan, deploy, support and optimize ourtechnologies. They also work closely with Mi-crosoft Partners by sharing their technological

expertise and product knowledge on a regularbasis.

For more information about Microsoft Services,go to: www.microsoft.com/services
http://www.microsoft.com/serviceshttp://www.microsoft.com/services

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Case Study e Book