Outsourcing delivers major cost and service benefits
“Canon New Zealand outsourced IT management in order to reduce both capital and operating costs, improve the skill depth and knowledge available, while improving flexibility and service levels to Canon frontline staff and critical business functions. Transferring IT Management to Datacom achieved our objectives with minimal disruption, improved both reliability and up-time and our projects are being delivered significantly quicker.” Canon New Zealand Country Manager, Mike Johnston
Solution snapshot
Customer
Canon New Zealand Limited
Industry
Importing and distribution; office and print automation with nationwide service
Business need
Canon New Zealand sought an IT management outsource partner to reduce capital and operating costs, improve the depth of talent available, while bettering service levels to Canon New Zealand’s frontline and critical business units.
Solution
Datacom transitioned Canon New Zealand to a comprehensive IT management solution within six weeks, and has since delivered improved performance and reliability by implementing a new virtual server platform and migrating production infrastructure to one of Datacom’s state of the art data centres.
Benefits
• Reduced capital and operating costs
• Significant improvements in Canon internal customer satisfaction
• Better agility to meet business needs with significantly quicker IT project delivery time
• A step-change in the capability and experience of the IT management team
• Employment options for disestablished staff
Case study
Business drivers present challenge
Canon New Zealand Ltd is an industry leading marketing company, with 300 staff selling and servicing Canon and complementary products across 13 national locations.
Until 2008, Canon’s in-house team had been managing the company’s IT environment to support its sales and services teams. Canon identified that improving IT delivery was necessary to maintain its market leadership, with a business requirement of reducing capital and operating costs of IT services while improving the service levels to the Canon business units.
Outsourcing produces successful results
To deliver these outcomes, Canon recognised it would have to go to an external provider. Following a competitive RFP process, Datacom was selected having demonstrated its comprehensive service capability and a flexible commercial model focused on delivering customer value.
The initial transition to Datacom management was completed in just six weeks with minimal disruption. Following the transition, Datacom migrated Canon’s entire core IT infrastructure to the state-of-the-art Datacom Orbit Data Centre providing improved reliability, including 100% uptime during subsequent electricity outages on the North Shore.
Critical user systems have been migrated to a new virtual platform delivering better user performance and reliability, and a newly installed desktop management suite allows new user devices to be provisioned significantly quicker than before. Canon has also leveraged Datacom’s infrastructure-as-a-service cloud platform to reduce capital costs and speed up delivery time for key projects.
Better reliability and agility means better business outcomes
By partnering with Datacom, Canon has a more reliable and agile IT platform, all while saving money from before. Staff are now able to spend more time focused on their business objectives without being distracted by IT issues and new business initiatives are able to be delivered more quickly; this means better business outcomes for Canon.
Key points
• Datacom’s flexible commercial model for IT management outsourcing has reduced capital and operating costs in the first year and is designed to accommodate changes in Canon’s future IT needs.
• Through Datacom’s solution, incident volumes have been reduced and IT service requests are more responsive, resulting in internal customer satisfaction levels rising from under 50% to over 90% within nine months of Datacom providing the service.
• Datacom is able to deliver new business initiatives quickly and the more reliable IT platform means that Canon staff can spend more time focused on their business objectives.
This Case Study for Canon New Zealand is provided by Datacom.