High-Tech Company Cuts Costs, Boosts Efficiency, and Improves Communication and Collaboration

Company
Network Equipment Technologies (NET) provides leading edge session mediation products for unified communications and voice over IP solutions in large enterprise and government organizations. Based in Fremont, California, it delivers products and services to a range of global customers.


Business Needs
During its early years in operation, NET had limited success with its sales and related customer relationship activities. The company's sales processes require some offline capabilities to support government customers, which their provider could not accommodate. NET wanted stronger integration with the Microsoft Outlook messaging and collaboration client. Additionally, employees were performing time-consuming manual sales forecasts on spreadsheets, resulting in inaccurate data.

NET began developing a new strategy that focused on offering advanced capabilities to help improve communication, collaboration, and coordination between its employees and its customers. The company wanted to make information highly visible, improve general processes, and automate daily tasks that historically were done manually, such as product return authorizations for customers. It also wanted to provide its customers with password-protected portal access to information.

"Our goal was to provide our customers with access to the latest software based on service agreements while streamlining our internal operations," says Carmel Wynkoop, Chief Information Officer and Vice President of Information Technology at NET. "We wanted to automate software updates to remove our sales and service personnel from the process, so our staff could concentrate on higher value activities."


Solution
NET deployed Powertrak and a customer relationship management solution with integrated unified communications capabilities based on Microsoft products and technology. These include Microsoft Lync Server 2010, Office Professional 2010, SharePoint technologies, Microsoft Dynamics AX, and Microsoft Dynamics CRM.

NET deployed the Powertrak Unified Service Manager and Customer Portal as an extension to Microsoft Dynamics CRM. The Powertrak software provides functions such as dashboards, displays of product inventory, web self-service, and consoles that can be used to view a customer's service history, contract status, and assets from a single screen. With Powertrak scripting technology, NET representatives can book new service incidents, renew contracts, and process returns through the company's new online service portal.

Initial deployment began in early 2010. The company has implemented numerous process enhancements since then. About 100 NET employees are actively using the CRM system, including sales, service, and operations personnel.


Benefits
By using the combined technologies, NET has been able to deploy a strong platform for unifying its business activities. With the tightly integrated communications and collaboration tools, the company can build more meaningful relationships with its customers, continue to evolve its business processes, and improve operation efficiencies. And the initial process improvements have already recovered 6.6 percent of the company's annual service personnel hours.

Case Study Facts




Network Equipment Technologies
Website: www.net.com
Employee Size: 250
Country or Region: United States
Industry: Professional services-Computer engineering


Customer Profile
Network Equipment Technologies provides IP-based communications equipment, software, and services to large organizations. Based in Fremont, California, the company has seven offices around the world.


Quotes
"Our goal was to provide our customers with access to the latest software based on service agreements while streamlining our internal operations. We wanted to automate software updates to remove our sales and service personnel from the process, so our staff could concentrate on higher value activities."

CARMEL WYNKOOP
CIO and VP of Information Technology at NET