CASE STUDY

Industry Sector - Legal Services

Microsoft Exchange Server in Multi-national Manufacturing Logistics Firm

Scenario:

In the age of information overload, clear communication is the key to managing business development. The integration of computers and telephones is pushing the boundaries of conventional communications to new frontiers. With such a varied array of information sources, the management of information has become ever more important in controlling both the duplication of workflow and the development of efficient business practices.

Background:

A world-wide materials management company operating from facilities in the UK, US and Far East, which services customers who in turn supply advanced engineering equipment to key industrial sectors such as oil and gas, recognised this fact and selected Infographics to partner in working on a solution.

The company, which requested confidentiality, wished to implement a new integrated communications and messaging system based on Microsoft Exchange Server.

Implementation and Business Benefits:

With the help of Microsoft Gold Partner Infographics, they have implemented a new, integrated communications and messaging system, based on Microsoft Exchange Server. In recent months, they evaluated their existing Microsoft Mail system, on a Novell server network, and felt it necessary to consider new solutions to fulfil their commitment to customer service.

Alistair Wood, Managing Director of Infographics, explained the background behind the project. He said: “Several of their major clients had existing solutions rolled out to tens of thousands of users. Our client’s mail system did not integrate fully with these solutions. This factor came to bear on the decision to adopt Microsoft Exchange Server as the messaging platform, but other considerations were also taken into account.”

Migration, with the minimum of disruption, was also a key issue in the consideration of adopting a new system.

Mr Wood continued: “With Microsoft Exchange, migration tools are provided. We were able to extract the user database from the Novell system intact, rather than having to retype all the key information, as well as lifting mailboxes from the old Microsoft Mail system. Microsoft provides extremely good tools with which smooth migration is easily achievable.”

Another consideration at the forefront of the new messaging strategy was the ability to develop what can best be described as a universal mailbox. This would provide the key structure with which to merge information into one mailbox, including fax, e-mail and even voice mail messages. The plan included Faxination, the fax product from Fenestrae, which integrates with Microsoft Outlook.

The company also used Microsoft Systems Management Server, another BackOffice product. Mr Wood explained: “During the implementation, we did use the remote software roll out facility within Systems Management Server to implement the virus checking software for example, but most of the desktop computers came with software pre-installed. A major beneficial aspect of the software is the remote help desk option, used for its English, US and Singapore centres, which will now be able to operate without on site technical support. This means that technical staff in the Corporate Systems Centre in the UK will be able to take control of users’ PCs in the US, Singapore or Texas and see exactly what is going on.”

The 32 bit environment

Prior to the implementation of MS Office and Microsoft Windows NT Workstation on the desktop, users had a 16 bit Windows 3.11 environment. Users now have increased stability of systems and richer functionality of applications with the 32-bit environment and MS Office. The client’s Group Systems Manager said: “We were anxious to move to a more robust desktop and be able to use new 32-bit applications such as MS Office and the latest 32-bit development tools. Outlook in particular is a major enhancement to our previous MS Mail facilities. With Outlook we can now easily schedule meetings, use the task manager and automatically forward mail. We also have plans to use the customised forms and other advanced Microsoft Exchange features.”

The Future

There are a number of developments under consideration to provide leading-edge IT support for the client’s staff. At the forefront of the developments is the use of Microsoft Exchange customised forms for workflow procedures, as well as the integration of the fax and voice mail systems within the Universal Mail Box. The client is also considering developing a direct customer interface to its manufacturing system, which delivers purchase orders and quotations amongst other documents, from a character-based UNIX environment into a more user friendly Visual Basic application which will pull out information and represent it in Exchange forms. A key part of their service is the ability to provide real-time visibility of their extensive inventories to their worldwide customers. The move to a 32-bit desktop and NT Server environment is central to our business development strategy, which requires seamlessly integration with the day-to-day operations of customers. By using Microsoft Exchange Server and Intranet and Extranet technologies within the 32-bit Microsoft desktop environment, our client believes they can further improve upon their existing high standards of customer service. Mr Wood added: “The Microsoft solution now in place is fully compatible with those of our client’s key customers and forms the basis for new and increasingly automated solutions."