Michael Arthur Cope Project Leader for IT Communications BESTSELLER A/S

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Samantha Booker
7 years ago
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2 Michael Arthur Cope Project Leader for IT Communications BESTSELLER A/S

3 FACTS ABOUT BESTSELLER - BESTSELLER is a privately held, familyowned company founded in Denmark in We design and sell clothes and accessories targeting young men and women, children and teenagers. - CEO and owner is Anders Holch Povlsen, son of BESTSELLER s founders Troels Holch Povlsen and Merete Bech Povlsen. - Today, the company directly employs more than 12,100 people of whom around 3,200 work in Denmark.

- CEO and owner is Anders Holch Povlsen, son of BESTSELLER s founders Troels Holch Povlsen and Merete

4 OUR BRANDS

5 BESTSELLER WORLD WIDE MARKETS - Over 2,800 stores in more than 46 markets of which more than 300 are situated in Denmark, - 12,000 external multibrand stores. - In 2010/11 BESTSELLER opened around 450 new stores (excl. China). PRODUCTION CHAIN - BESTSELLER cooperates with selected suppliers primarily in China, India, Bangladesh, Turkey and Italy through own Buying Offices. BESTSELLER FASHION GROUP CHINA - Independent BESTSELLER company owned by the Holch Povlsen family and two Danish business partners in China. - Designs its own collections for the approx. 5,100 stores in China.

PRODUCTION CHAIN - BESTSELLER cooperates with selected suppliers primarily in China, India, Bangladesh, Turkey and Italy through own Buying

6 BESTSELLER- Change of Platform? Considerations Decision takento addenterprise Voice and deploy throughout BESTSELLER - Vision- simplified vision of removingdesk telephones from our solution -An agingpbx (a manually or automatically operated telephone facility that handles communications within an office, office building, or organisation and that is connected to the public telephonenetwork). -UpgradingPBX = a very large project, economically unattractive -An Organisational preference for Microsoft applications and systems -We had already updated Office Communicator to Microsoft Lync 2010 so licenses in place

solution -An agingpbx (a manually or automatically operated telephone facility that handles communications within an office, office building, or

7 KEY Change

8 March7 Business Case 2012 We had the following main requirements; Must be able to support BESTSELLER s telephony Worldwide Must be supported by main BESTSELLER IT system platforms (Windows, Apple/ MAC etc.) Must be user friendly as it will be the primary solution for now and the future Must be able to provide a Global platform for BESTSELLER unified communication services including IM, video conferencing, voice and document and program sharing. Must be stable with a high up time that we can depend on now and in the future. Must be an economically attractive product.

) Must be user friendly as it will be the primary solution for now and the future Must be able to provide a Global platform for BESTSELLER

9 Stakeholder Analysis All our BESTSELLER employees are impacted. We have identified user s roles and profiles. We will coordinate and inform Brands and departments both on general and specific issues. IT ServiceDesk will be closely integrated with the project in terms of timelines and user support. Infrastructure and Network department will have a described role in terms of Quality and stability of our implementations and infrastructure. The Control Group for the project will represent Key Stakeholders in terms of the Business, the users and the main suppliers.

IT ServiceDesk will be closely integrated with the project in terms of timelines and user support.

10 Risk Analysis A replacement of the traditional desk phone - Users need to be supported and educated -most critical part of the implementation process. Coordination between the project team, the IT Training department and IT ServiceDesk -will ensure users remain productive and comfortable during and after Implementation. Changes in infrastructure and hardware. Failover server & Disaster recovery plans for quick recovery of the system in the event of breakdowns. Network Assessment -undertaken by Microsoft.Assurance in terms of capacity and integrity of our present network and LYNC infrastructure, Ability to handle the loads that extra voice and other LYNC activities might generate (video conferencing, desktop and program sharing etc.) Return on Investment per site of max 4years in comparison with the Managed Service Leasing solution much less for our larger offices

Changes in infrastructure and hardware. Failover server & Disaster recovery plans for quick recovery of the system in the event of breakdowns. Network Assessment -undertaken by Microsoft.

11 BESTSELLER- Change of Reception Switchboard and Call Centre the Process, the Project. Considerations -The vision to simplify our communication systems and tools. -A solution not dependant on one particular PBX. -A solution compatible with our chosen Voice system -A solution that fulfills the professional requirements for our receptions, call centres and customers -User wishes a solution to make their workday less stressful, more fulfilling, & more productive.

-A solution not dependant on one particular PBX.

12 User & Business Requirements Present Call Center status: Requirements and nice to have Windows platform XP, W7 x32 XP, W7 x64 (x32), MAC PBX & Telephony combatibility Brainstorm! - HiPath Cisco UC - Lync - Microsoft, Cisco (Siemens HiPath) Call Distribution Skill based - (ACD) Skilled base, S.P.O.C (IVR) Groups Pickup, Hunt, Teamlist Pickup, Hunt, Teamlist What features do the solutions need to have for the professional requirements of it s users and it s ability to support the Business? Deployment - Server/client based with manual installation. (Server is Siemens) Policy & Security - User not local admin - Need to be on Domain (or connection on VPN) - Firewall settings - Call center user profile (Siemens) Functions - Receive calls - Skilled routing - Backup - Call transfer - Call parking - Put on hold - Chatting (license) - (license) - Prompts (standard) - Music on hold - Call logging - Broadcasting - Reporting Backup - User and login info (Siemens?) - Reporting info and statistics? - License/certificate (siemens) - Call centre backup groups, call flows - Server/client (virtualization) Client installation package) - AD - User Profiles and log ons - Receive calls - Skilled routing - Backup - Call transfer - Call parking - Put on hold - Chatting (license) - (license) - Prompts (standard) - Music on hold - Call logging - Broadcasting - Desktop sharing - File transfer - Call recording integrated or third party - Reporting - (Translation add-on) - (Integrated issue tracking) - Call back Function - User, login - Reporting, statistics - License/certificate - Call centre partitions - Groups - Call flows - Prompts? (Messages) - Recorded calls

C (IVR) Groups Pickup, Hunt, Teamlist Pickup, Hunt, Teamlist What features do the solutions need to have for the professional requirements of it s users and it s ability to support the Business?

13 User & Business Requirements Success Criteria Success Criteria Criteria approved Criteria failed Date & Signature(s) Administrative access needs to be available for general call centre functions Reports need to be available to be tested Reports need to be available for all agents and call flows Agents need to be able to log in to Call Centre or a profile Agents need to be able to use Call-back functionality Agents need to receive calls from all BESTSELLER users Agents need to receive calls from all BESTSELLER mobile telephones Agents need to be able to transfer calls Requirements and Nice to haves refined into Realistic and acceptable Success Criteria. Formed the basis of the subsequent PoC agreements. Agents need to be able to make internal calls to all users Agents need to be able to call out externally and internally Agents need to be able to put calls on hold Call centre needs to be able to function with skilled routing settings Call Centre needs to function with standard prompts on call flows

Call-back functionality Agents need to receive calls from all BESTSELLER users Agents need to receive calls from all BESTSELLER mobile telephones Agents need to be able to transfer calls Requirements

14 Next Steps Field trips to various exhibitions and presentations. Specific Demonstrations of products Further analysis and discussion with managers and users. Customer Reference meetings Experience of users -their comments & advice Final Choiceof products for BESTSELLER PoC s OurownExperienced usersaccompanied usand gave comment throughout all these steps

15 BESTSELLER s Choiceof Reception Switchboard & Call Center. -ZyLinc fulfills the must haves wehave identified for needed solutions -It also has quite a few of the nice to haves -We feel ZyLinc are responsive, motivated and give BESTSELLER the focus we need -We feel weare at the right stage of product cycle where we can still influence Zylinc s roadmap through our own requirements -We know and trust the sales and support partners ZyLinc have involved in their product solutions -Economically attractive compared to some other alternatives

are responsive, motivated and give BESTSELLER the focus we need -We feel weare at the right stage of product cycle where we can still

16 WORLD WIDE Implementation Success? 2500 Desk Phones: Replaced by Microsoft Lync 2010 Enterprise Voice Denmark Implemented United Kingdom - Implemented Norway -Implemented Austria -Implemented Spain - Implemented Holland -Implemented Sweden Implemented Italy Implemented France Implemented Belgium - implemented NEXT rest of World ZyLinc Call centers and Switchboards. PoCto Production -Global Roll out of ZySwitch - in 10 countries with more to follow soon, ZyCall Contact Center - in Denmark with IT ServiceDesk, EDI, IT Stores, Travel, E-commerce. ZySwitch in 8 countries Interest in ZyLinc Busy on Busy for Lync and the Zylincmobile solution.

Spain - Implemented Holland -Implemented Sweden Implemented Italy Implemented France Implemented Belgium - implemented NEXT rest of World ZyLinc Call centers and

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