SATS. & SingTel. Executive Summary. Customer Name

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1 SingTel Business Customer Success story SATS and SingTel SATS & SingTel Established in 1972, SATS is a leading provider of gateway services and food solutions in Singapore and around the Asia Pacific region. It provides ground and cargo handling, and inflight catering services to airlines and the freight community at Singapore Changi Airport, and has steadily expanded its services to other industries including national agencies, hospitality and events, and healthcare. SATS journey over the last 60 years has been underpinned by strong operating fundamentals and marked by steady expansion and growth. SATS was formerly part of the SIA Group until it was divested in September 2009 by way of an inspecie distribution by SIA. Today, SATS handles about 80% of the scheduled flights and serves close to 60 scheduled airlines at Singapore Changi Airport. It has established a presence in 36 airports in 10 countries as well as extended its reach beyond Asia to the Middle East, and across sectors, serving industries such as defence, cruise, healthcare and hospitality. SATS ramps up for the future with SingTel s robust Managed ICT Services delivering on-going, end-to-end, and fully managed IT support and services Executive Summary Customer Name SATS Industry Gateway Services and Food Solutions Business Needs / Challenges Migration of data centre and mission-critical applications with minimal downtime Lean IT resources for on-going management of IT infrastructure Complete solution implementation within a short timeframe New helpdesk, with higher quality-of-service, required for over 14,000 employees Reliable solution provider required to oversee implementation, management and support for IT infrastructure SingTel s Solution SingTel Managed Data Centre and Hosting Customised IT Helpdesk solution SingTel Managed Network Business Value Proposition Fully-managed IT infrastructure to alleviate resource burden Enhanced business continuity for key applications and highly secured data hosting Rapid scalability to meet changing demands Improved helpdesk functions for IT support

2 SATS & SingTel We were very impressed with SingTel s in-depth technical knowledge, as well as how they were able to deliver a customised offering that covers the entire stack from the ground up. They could deliver solutions from network connectivity all the way up to applications, something the typical system integrators could not provide. Mr Lee Siew Kit, SATS Vice President, Information Technology Services, SATS. Meeting Business Challenges SATS aims to be the first-choice provider of gateway services and food solutions in the region. To support this vision and the business and operational needs post divestiture, SATS needed to procure and create an entirely new IT infrastructure at a new data centre facility, since its legacy infrastructure belonged to its then-parent company. There were, however, several major challenges that stood in the way of the migration process as well as the on-going IT support that needed to follow. Firstly, all of SATS applications needed to be migrated to the new IT infrastructure without disrupting daily operations, including three mission-critical applications dealing with cargo handling, airport operations handling, and resource planning and tracking. Other important areas to migrate included SATS Unified Communications (UC) infrastructure, as well as the user data required by its employees. Secondly, the existing SATS IT infrastructure was maintained by an extremely lean team of IT professionals. Since the organisation had only five months to complete the migration, they needed to ramp up their resources quickly. Thirdly, SATS was in need of faster turnaround times and better service levels for its IT helpdesk and on-site support. SATS needed a more reliable solution with adequate call capacity to provide backend IT support for over 14,000 users. As a result, SATS needed a reputable and reliable Information Communications Technology (ICT) service provider that would take full ownership of the new IT infrastructure and ensure smooth operations after implementation. The ICT service provider would need to show that it could assume a pivotal role as a trusted partner, facilitating the company s key strategic thrusts in improving service levels, customer intimacy, operational excellence, innovation and growth. 2

3 SingTel was very committed, and they brought everyone to the first tender, ranging from the pre-sales to the post-sales teams, to the operations team, and each party contributed to answering our questions. They showed great technical expertise and professionalism, and this gave us the confidence in their capability to deliver on this project and thereafter. Mr Lee Siew Kit, SATS Vice President, Information Technology Services, SATS. The Search For The Perfect Partner SATS conducted a rigorous tender exercise for a suitable ICT service provider capable of delivering a fully-managed IT solution that met its specific needs. This entailed providing the migration, hosting, configuration and on-going management of its entire IT infrastructure, as well as delivering enhanced helpdesk support after implementation. SingTel was chosen as the ICT service provider of choice, and this decision was made due to several key factors. In contrast to the IT industry s widely-held belief of a one-size-fits-all approach, SingTel adopted a customer-centric philosophy that focuses on delivering a tailored IT infrastructure according to the unique business needs of each enterprise. This was demonstrated in SingTel s strong commitment and willingness to meet SATS requirements even with the tight timeframe of five months for implementation. SingTel also boasts over 130 years of operating experience, and is a leading force in the enterprise ICT segment, with a proven combination of people, processes, and technology to deliver world-class facilities. We were very impressed with SingTel s in-depth technical knowledge, as well as how they were able to deliver a customised offering that covers the entire stack from the ground up. They could deliver solutions from network connectivity all the way up to applications, something the typical system integrators could not provide, said Mr Lee Siew Kit, Vice President, Information Technology Services, SATS. There was also great commitment from both parties, as senior management staff from both companies continuously lent their full support to ensure successful implementation. SingTel was very committed, and they brought everyone to the first tender, ranging from the presales to the post-sales teams, to the operations team, and each party contributed to answering our questions. They showed great technical expertise passion and professionalism, and this gave us the confidence in their capability to deliver, said Mr Lee. End-to-end Fully Managed ICT Services SingTel worked closely with SATS to ensure that key operational applications that dealt with cargo handling, resource planning and tracking, flight activities tracking, and meal preparation and production did not suffer any disruption during and after the migration. As part of its portfolio of Managed ICT Services, SingTel delivered a best-in-class total outsourcing solution, including hardware, software, professional services and 24x7 monitoring and support of the entire IT infrastructure. 3

4 Well-planned Solution Implementation The migration for SATS data centre was implemented in two phases covering key offices across the country. During implementation, SingTel oversaw the physical setup of routing, switching, and firewall for the entire IT infrastructure. To improve high availability and disaster recovery, SATS IT services were deployed across two SingTel data centres one serving as the production facility, and one as a disaster recovery site. As SATS mission-critical applications required high availability throughout the implementation, several parallel runs had to be established to ensure that linkages between the offices and the data centres were up to par. Benefits On-time Implementation without Service Disruption The implementation of the new IT infrastructure was carried out without any disruption to SATS daily business, within the tight timeframe of just five months. Since SingTel owned the fibre and cabling infrastructure, it was able to ensure uninterrupted services by provisioning additional WAN connectivity at different staging environments, providing SATS with the rapid response and redundancy levels needed throughout the entire implementation. Enhanced Service Desk Experience Understanding the dilemma SATS faced with the previous helpdesk solution provider, SingTel s Managed IT Helpdesk (SMITH) solution delivered an improved support process, as well as a cleaner, more intuitive user interface. This boosted the quality of support, resulting in a more responsive solution that enhanced the overall user experience. The name SMITH was chosen as it gave a warmer, more human and personal touch to helping users solve their IT problems, said Mr Lee. Since SingTel manages the entire stack including WAN, telephony, and applications, SATS now has a single point of contact for most IT issues, as opposed to having to deal with multiple vendors previously. We used to have to call different helpdesks to solve our individual IT problems. This has changed when SingTel offered us SMITH. A lot of calls were expected after implementation, and SMITH was able to handle the load without issues. This has greatly enhanced our troubleshooting reaction time, he added. 4

5 End-to-end Managed ICT for Greater Peace of Mind Fully operational on a fully-managed ICT infrastructure, SATS benefits from being welllooked after by a professionally staffed network and support operations centre 24x7. SingTel is now responsible for overseeing every aspect of the day-to-day maintenance as well as support for its new IT infrastructure, and this has allowed SATS to focus on its core business to create greater business value for its customers and shareholders. Greater Customisation to Meet Unique Business Needs Moving to SingTel s Managed ICT Services also means that the IT infrastructure is now more closely aligned and responsive to changing business needs. Even during implementation, SATS could influence the design and setup of its infrastructure exactly to its specific requirements. The new infrastructure also provides greater scalability to incorporate new users, applications, and geographical sites (both within and beyond Singapore), all within shorter lead times. Future Plans Looking forward, SATS aims to consolidate its IT services to two data centres, and linking them to data centres in its future regional hubs, such as those in Hong Kong and India, for ease of management, simplified support, better cost efficiencies, and enhanced collaboration and information exchange. In conclusion, Mr Lee said, For us, the biggest plus point was SingTel s ability to provide a complete one-stop solution that fulfilled all our business requirements; from off-site data centre hosting, to a dedicated helpdesk to handle IT issues, and reliable and extensive network connectivity services. 5

6 SATS & SingTel About SingTel SingTel is Asia s leading communications group providing a portfolio of services including voice and data solutions over fixed, wireless and Internet platforms as well as infocomm technology and pay TV. The Group has presence in Asia and Africa with 445 million mobile customers in 26 countries, including Bangladesh, India, Indonesia, Pakistan, the Philippines and Thailand. It also has a vast network of offices throughout Asia Pacific, Europe and the United States. HEADQUARTERS SINGAPORE TELECOMMUNICATIONS LTD Singapore gmktg@singtel.com GLOBAL OFFICES SINGTEL BANGLADESH Tel: singtel-bd@singtel.com SINGTEL CHINA Beijing Office Tel: /4/5 singtel-beij@singtel.com Guangzhou Office Tel: Tel: singtel-gz@singtel.com Shanghai Office Tel: singtel-sha@singtel.com SINGTEL EUROPE Germany Office Tel: singtel-germany@singtel.com UK Office Tel: singtel-uk@singtel.com SINGTEL HONG KONG Tel: singtel-hk@singtel.com SINGTEL INDIA singtel-ind@singtel.com Bangalore Office Tel: Chennai Office Tel: Hyderabad Office Tel: Mumbai Office Tel: New Delhi Office Tel: SINGTEL INDONESIA Tel: /8 singtel-ina@singtel.com SINGTEL JAPAN Local Toll-free: singtel-jpn@singtel.com Osaka Office Tel: /1407 Tokyo Office Tel: SINGTEL KOREA Tel: singtel-kor@singtel.com LANKACOM (SRI LANKA) Tel: inquiry@lankacom.net SINGTEL MALAYSIA Tel: singtel-mal@singtel.com SINGTEL MIDDLE EAST Tel: singtel-me@singtel.com SINGTEL OPTUS (Australia) Local Toll-free: optusbusiness@optus.com.au Adelaide Office Tel: Brisbane Office Tel: Canberra Office Tel: Darwin Office Tel: Melbourne Office Tel: Perth Office Tel: Sydney Office Tel: SINGTEL PHILIPPINES Tel: singtel-phil@singtel.com SINGTEL TAIWAN Tel: singtel-twn@singtel.com SINGTEL THAILAND Tel: /6 singtel-thai@singtel.com SINGTEL USA Local Toll-free: singtel-usa@singtel.com Chicago Office Tel: Los Angeles Office Tel: New York Office Tel: San Francisco Office Tel: SINGTEL VIETNAM Hanoi Office Tel: /2 singtel-vn@singtel.com Awards Asia Communication Awards 2012 Best Cloud Service (2011 & 2012) Telecom Asia Awards 2012 Best Asian Telecom Carrier Best Regional Mobile Group 2012 Frost & Sullivan Asia Pacific ICT Awards Telecom Cloud Service Provider of the Year NWA Information Management Awards 2012 Best Security-as-a-Service Computerworld Hong Kong Awards 2012 IT Outsourcing & Managed Services Seatrade Asia Awards 2012 Technical Innovation Computerworld Singapore Customer Care Award 2012 Telecommunication Services (2008, 2009, 2010, 2011, 2012) Land Transport Excellence Awards 2012 Best System Delivery Partner Most Creative Promotion/ Campaign (Land Transport) For a detailed presentation of Managed Security Services, please visit or contact your SingTel Account Manager or pmmexpan@singtel.com AUG 2012 Copyright 2012 Singapore Telecommunications Ltd (CRN: D). All rights reserved. All other trademarks mentioned in this document are the property of their respective owners.