Case Study: Messaging Infrastructure Support

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Case Study: Messaging Infrastructure Support

Customer keeps communication flowing with help from IBM messaging experts Thomas Norton Consultants

The Business

Industry
Consumer [Sports goods]

The Challenge
The customer needs a top-class support partner for its messaging infrastructure.

The Platform
Lotus Notes/Domino

Key Benefits
Service review with customer every six months.  All support calls received in the previous period are examined and, if a troublesome area is identified, an assessment is carried out to identify how the situation might be improved.

“Super user” training to enable customer to identify and rectify more frequent internal user issues.  Releases Thomas Norton to focus on 2-line or 3-line support issues.

Proactive partnership approach to support service, working in conjunction with other IT suppliers such as network providers to pre-empt problems that might occur from the inter-relationship between different products and services.

The Solution

Thomas Norton Consultants provides second and third level support for customer messaging solutions backed by contractually defined Service Level Agreements.  The customer has a messaging infrastructure that spreads between its Kent head office and its Nottingham manufacturing plant with a server at each site and regular users of Lotus Notes.  Remote access enables Thomas Norton to monitor the system and carry out maintenance and reconfiguration.

Thomas Norton holds a support service review with the customer every six months.  The records of all support calls received in the previous period are examined and, if a troublesome area is identified, an assessment is carried out to identify how the situation might be improved.  This may involve additional user training, reconfiguration or even upgrades or improvements to the messaging infrastructure.

These reviews, coupled with the “super user” training have led to a 15% fall in the number of support calls to Thomas Norton in the last two years.  The reviews also provide an ideal opportunity to ensure the customer is getting the maximum business value from its messaging solution by considering appropriate new developments. IBM Lotus Sametime was introduced, for example, to enable staff in Nottingham to collaborate in real-time with their colleagues in Kent.

The customer says: “Thomas Norton takes a proactive partnership approach to its support service, working in conjunction with our other IT suppliers such as our network providers.  This pre-empts problems that might occur from the inter-relationship between different products and services.“

This partnership approach has also proved invaluable when investigating issues such as mail routing problems between the customer and its many business partners around the world.

As an IBM Business Partner, Thomas Norton is up-to-date with the latest developments in the IBM Lotus Domino solution and is able to make the customer aware of new releases that may be of benefit to its business.

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Guildford

Surrey GU2 7YB

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Contacts

Email: sally.thomas@thomasnorton.co.uk

Tel: 01483 243662

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