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Case StudyIBM Global Technology Services IT-infrastructure

Putting growth fi rst: Enabling continuous expansion at GlobalCollect with smart automation

The accelerated business growth of GlobalCollect has recently found a natural partner in IBM, intending to aid this global payment service provider in centralizing its offi ce automation with the kind of solution that will facilitate future expansion and growth.

In January 2010, worldwide payment service provider GlobalCollect faced the kind of situation most businesses dream about in these fi nancially turbulent times. A pioneer of the online payment industry with more than 15 years of experience, GlobalCollect’s continued international growth consequently led to the opening, of regional offi ces, to service e-commerce clients locally. Headquartered in the Netherlands to serve the EMEA region, GlobalCollect established offi ces in North and Latin America, and the Asia-Pacifi c region over time. And, hand in hand with this successful business development, came the need to expand its IT infrastructure.

“The e-commerce industry has shown exponential growth in recent years, with growth fi gures in the double-digit range,” explains Bettina Duske, Senior Manager PR & Marketing Communications at GlobalCollect. “And GlobalCollect has in fact been growing above industry average year on year. So we are constantly looking to optimize the way we do business, to ensure we continue to deliver a service level above our clients’ expectations.”

Based in the Netherlands, and with over 300 employees spread across the globe, GlobalCollect off ers solid e-payment solutions to help e-commerce merchants grow their business by increasing transaction volumes, expanding distribution channels, and reducing costs through the streamlining of back-offi ce processes. Through a single-interface payment platform, the company off ers access to an unrivaled portfolio

Project OverviewThe implementation of an IBM Smart Business Desktop on the IBM Cloud with Service Desk and Service Management delivered as an on-premises Desktop Cloud Solution managed by Global Delivery (US/DE). The solution will support Global Collect’s offi ces in Amsterdam, San Francisco, Singapore and Buenos Aires.

Additional services will include:• Software Distribution and Desktop Image Management distribution of security patches, anti-virus updates, image-build and maintenance performed by the local ITD. • Service Desk and Service Management, delivered by IDCs in South Africa and Poland.

Team Players:Tom van den Berg Tom_van_den_Berg@nl.IBM.comWorkplace Sales Leader BeNeLux

Ferdinand van der Feltz fvanderfeltz@nl.ibm.comGTS Senior Technical Solution Manager

Cornelis van Altena Cornelis_van_Altena@nl.ibm.comGTS Technical Solution Architect

Case StudyIBM Global Technology Services IT-infrastructure

Case StudyIBM Global Technology Services IT-infrastructure

of payment methods, covering 170 currencies in over 200 countries. Plus, while most providers limit their services to a technical link with payment acquirers, GlobalCollect is a full service provider, consulting clients from a wide range of industries such as travel, retail, telecommunications, financial services, portals, online gaming, digital content, and more.

The need to optimize, centralize – and enable future growthAfter a rapid rise in the number of worldwide employees and the opening of the regional offices, GlobalCollect needed to adapt its IT infrastructure to ensure a stable office automation platform across four continents. “Our expansion has necessitated a strategy to centralize,” adds Manuela Krull, VP IT & Operations at GlobalCollect. “And part of that is about upgrading our corporate office automation. So we were looking for a solution that would enable us to have one set of applications, one set of procedures, and centralized software update automation – and that was still flexible enough to accommodate our business expansion in the future.”

GlobalCollect therefore began looking for a flexible, virtual desktop environment with professional development tools and mobile-device access. Due to the nature of its business, the company also needs to be able to maintain top levels of data security and meet compliance rules, while offering its users access to large amounts of customer data stored centrally within its data centers.

A deep dive into the business requirementsGlobalCollect contacted IBM, whose GTS (Global Technology Services) Workplace Services team in the Netherlands began to develop a close relationship with the company, to better understand its requirements. As a start, the IBM team recommended an “IBM Smart Business Desktop on the IBM Cloud” Assessment to determine support challenges and also provide a high-level architecture roadmap. This assessment allows both IBM and the client to understand current business and technical needs, set goals, and develop an appropriate solution.

Using leading-edge tools, and built on a strong set of in-house and partner skills and offerings, the assessment includes a report that highlights findings, gaps, opportunities and a business case, and which helps support future possible phases such as proofs-of-concept, design and implementation.

Thinking global, but with local service provisionAmong other things, the assessment for GlobalCollect revealed the importance to the company of local support for desktop maintenance and support, service desk and service management. The IBM team therefore recommended an IBM Smart Desktop Cloud solution, combined with end-user services from both the local Integrated Technology Delivery (for software management services) and Integrated Delivery Centers (for service desk and service management). This innovative approach would enable the local Integrated Technology Delivery to provide security patches, anti-virus updates, image-build and maintenance, while Integrated Delivery Centers in South Africa and Poland could provide service desk and service management services.

Supported by GlobalCollect’s Vice-president of IT & Operations, the IBM team next moved to deliver a joint proof-of-concept with GlobalCollect. In the end, the IBM team proposed the Smart Business Desktop on the IBM Cloud and GlobalCollect awarded IBM the order to deliver a cloud platform for its office automation.

Bringing global support and solutions to a global businessAfter a successful proof-of-concept, Liz Smith, IBM Global Technology Services Offering Management & Development General Manager, met with GlobalCollect’s VP of IT & Operations to help underscore IBM’s commitment to its cloud technology and services engagements. This show of executive support, coupled with an innovative solution and carefully developed customer relationship, resulted in a contract to deliver virtual desktops to all GlobalCollect employees based across four continents.

“In addition, the package from IBM includes one, centralized service desk 24/7, which we can call in case of problems,” adds Krull, in conclusion. “Since one of the core requirements was to facilitate a smooth running of our IT infrastructure across four global offices in different time zones, we’re hopeful that this solution will provide the needed support to continue our successful growth strategy.”