Service Based Industries

Mobile Messaging and Collaboration

Organisations delivering customer service, particularly field service, need efficient, real time communications to support their operations. With many staff processing high volumes of transaction in real time, the reliability and effectiveness of email and messaging systems is paramount. Building and running an infrastructure in-house that delivers a good visibility and traceability level can distract IT key resources from prime business objectives.
It’s no accident that intY customers include a number of major service organisations, each with thousands of roaming users across multiple offices throughout Europe. Clients like these look to intY for:

• 24/7 reliability through service provider infrastructure standards
• flexibility over licensing: pay-as-you-use
• low start up costs
• inherent scalability

An intY SaaS solution is not simply a hosted server running in a high specification data centre; it is delivered as a fully functioning application within a managed service. We don’t just run the servers and leave you to configure the rest: the entire platform is fully commissioned and ready to deliver high performance applications.

Provisioning and Deployment

The essence of the SaaS proposition is compellingly simple: just add your users and start using the service. Typically this is still a complex challenge for larger companies. intY have a range of migration and deployment tools and services available to help with this. Customers' needs are analysed by a dedicated project manager who establishes a PRINCE2 based project plan to manage the whole service commissioning process, which can include training, network provisioning and integration with existing systems.

intY services are backed by an Active Directory Synchronisation (AD Sync) facility that enables you to import users straight from your own AD server. That not only includes deciding which services an individual gets access to, but also the policies and permissions associated with each one.

This means the deployment of services becomes a routine administration task that leverages existing standard operations. Crucially, once template service policies are set up, it frees skilled technical specialists from being involved in the repetitive adds/moves/changes associated with creating user profiles.

In a well designed SaaS solution, the whole is more than the sum of the parts. Key to achieving a smoothly functioning whole is choosing the right applications to outsource. We believe the core intY SaaS applications can benefit any Customer Service provider by delivering best in class products for common business requirements. These support your core applications which in-house IT staff are then able to concentrate on developing and delivering: intY can offer this wide portfolio of services, which can be purchased in any combination:

• Messaging: Best in class Microsoft Exchange 2007 delivers powerful communication. Shared calendars and mobile email; work from anywhere. Includes Blackberry support.
• Collaboration: Microsoft SharePoint is simple to set up and gives staff a structured online environment to share data and collaborate. Includes dozens of templates for common business tasks like tracking sales leads, planning projects etc. Folders can be automatically synchronised with Outlook for offline access.
• CRM – Manage all aspects of customer interaction with Microsoft Dynamics which integrates fully with Outlook. (Q4 2009)
• Security – Powerful email and Internet access security policies that can be applied at a group or individual level, wherever staff work.
• Unified Messaging – Microsoft Office Communications Server integrated with Hosted Exchange for comprehensive messaging features (Q4 2009)

For a customer service organisation that is used to running all its own applications in-house,   typical first reactions to SaaS are : ‘how secure is my data?’ and ‘where is my data?’.

The back end infrastructure in intY SaaS applications is designed to be highly fault tolerant and resistant to failure, running on best of breed hardware. Data is housed on advanced storage facilities that only a service provider catering to many tens of thousands of users could afford. In the case of Microsoft applications, the infrastructure uses the reference design architectures they supply specifically for hosting providers.

We also believe external verification of our data handling and quality procedures is vital because customer confidence in this underpins everything we do. Hence we are ISO 9000 and 27001 accredited and can demonstrate exceptionally high standards of data integrity in all parts of our operations.

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