CDK Global-Voss Solutions Business Communications Operations Management (BCOM) Case Study
The discussion about the need for Business Communications Operations Management (BCOM) as a critical component in managing the sophistication and complexity of modern multi-vendor UC/Business Communications systems has continued to accelerate through 2015. At the UCStrategies BC Summit (formerly the UC Summit) last week, Michael Finneran and I did a session on management that included a BCOM overview. A number of the consultants, channel partners and end users at the event commented that they saw configuration and operations management as a major challenge and were excited about the potential of using BCOM.
At the same time, the team at VOSS Solutions introduced me to a case studythey have done about the impact of BCOM. While many customers are not ready to talk about BCOM, as they see it as a strategic advantage in the operations, cost and adoption of their next generation business communications systems, CDK Global worked with VOSS and described how their VOSS BCOM deployment has impacted their organization.
CDK Global is the largest global provider of integrated information technology and digital marketing solutions to the automotive retail industry. It has more than 26,000 customers that generate nearly $2 billion revenue, and has been operating for over 40 years. CDK provides a range of solutions for auto retail management, including communications. The company operates a Cisco HCS based hosted communications platform that supports over 120,000 subscriber seats.
Initially the CDK Global team was using traditional operations techniques and bespoke internally-developed tools to manage the churn of configurations in this large base. However, increases in the size of the base, complexity of operations and new capabilities of the BCOM platforms caused CDK Global to reconsider using a commercial product to automate their operations process.
The CDK global team did a trial evaluation of options to see which was best for a set of specific life cycle tasks. Four specific tasks were evaluated (described in detail in the case study link below). In each of these tasks, the value of the BCOM solution was clear.
For example, CDK Global does 30-50 user changes per day (reflecting the dynamic nature of the employment base in the retail automotive industry). Before BCOM, each of these changes required 35 separate entries. With BCOM, the entire process can be invoked with a single command, reducing the time to completion of change from multiple days to minutes. The required BCOM profile/process to drive this dramatic improvement took less than three days to implement.
In fact, the management team at CDK Global found that having this BCOM solution in place reduces the time their engineers spend in new installs by 50%. This has allowed them to use their resources to focus on enhanced features and capabilities, improving both customer stickiness and upsell opportunities.
This is an excellent case study of how BCOM can be transformational. While this case study is focused on a hosted provider, the same factors can be applied to a wide range of UC/BC deployments. The use cases evaluated and the savings would apply equally within most organizations. If you are just hearing about BCOM or are considering it, the CDK Global experience is a great way to see how BCOM can positively impact your UC/BC.
The VOSS/CDK Global BCOM case study can be downloaded HERE.
This paper is sponsored by VOSS Solutions.
Start YourCustomized Search
SOLUTION AREA
SOLUTION PROVIDERS
- 8x8 (2) Apply 8x8 filter
- Alcatel-Lucent Enterprise (5) Apply Alcatel-Lucent Enterprise filter
- AT&T (5) Apply AT&T filter
- AudioCodes (6) Apply AudioCodes filter
- Avaya (93) Apply Avaya filter
- Cisco (86) Apply Cisco filter
- Dell (4) Apply Dell filter
- Fuze (2) Apply Fuze filter
- Genesys (10) Apply Genesys filter
- HP (7) Apply HP filter
- IBM (32) Apply IBM filter
- Jabra (1) Apply Jabra filter
- Logitech (3) Apply Logitech filter
- Masergy (1) Apply Masergy filter
- Microsoft (106) Apply Microsoft filter
- Mitel (23) Apply Mitel filter
- NEC (15) Apply NEC filter
- Nectar (12) Apply Nectar filter
- Polycom (12) Apply Polycom filter
- RingCentral (10) Apply RingCentral filter
- Sennheiser (1) Apply Sennheiser filter
- Tata Communications (7) Apply Tata Communications filter
- Unify (28) Apply Unify filter
- Vonage Business (1) Apply Vonage Business filter
- Acme Packet (4) Apply Acme Packet filter
- Arkadin (1) Apply Arkadin filter
- Aspect (8) Apply Aspect filter
- BT (6) Apply BT filter
- CallTower (1) Apply CallTower filter
- Clarity Connect (2) Apply Clarity Connect filter
- Dimension Data (6) Apply Dimension Data filter
- Empirix (1) Apply Empirix filter
- Enghouse Interactive (4) Apply Enghouse Interactive filter
- IntelePeer (4) Apply IntelePeer filter
- IR (3) Apply IR filter
- Jive (2) Apply Jive filter
- Kurmi Software (3) Apply Kurmi Software filter
- Lifesize (4) Apply Lifesize filter
- Modality Systems (1) Apply Modality Systems filter
- Momentum (14) Apply Momentum filter
- Orange (10) Apply Orange filter
- Panasonic (1) Apply Panasonic filter
- PanTerra Networks (1) Apply PanTerra Networks filter
- ScanSource (4) Apply ScanSource filter
- Tadiran Telecom (1) Apply Tadiran Telecom filter
- TekVizion (1) Apply TekVizion filter
- Unimax (3) Apply Unimax filter
- Verint (2) Apply Verint filter
- VOSS (5) Apply VOSS filter
- Voxbone (1) Apply Voxbone filter
- West (10) Apply West filter
- Yorktel (2) Apply Yorktel filter
- 3CX (1) Apply 3CX filter
- ADDASOUND (1) Apply ADDASOUND filter
- Avnet (3) Apply Avnet filter
- Esna (2) Apply Esna filter
- Exinda (2) Apply Exinda filter
- GUnify (1) Apply GUnify filter
- Highfive (1) Apply Highfive filter
- Huawei (13) Apply Huawei filter
- Metropolis Technologies (1) Apply Metropolis Technologies filter
- Mutare (1) Apply Mutare filter
- NextPlane (7) Apply NextPlane filter
- Patton (1) Apply Patton filter
- SMART (49) Apply SMART filter
- Swyx (1) Apply Swyx filter
CONTENT TYPE
- BC Expert Insights Market (1) Apply BC Expert Insights Market filter
- BC Expert Insights Objective - Vendor Neutral (3) Apply BC Expert Insights Objective - Vendor Neutral filter
- BC Expert Insights Planning (0)
- BC Expert Insights Solution (0)
- BC Expert Insights Vendor (6) Apply BC Expert Insights Vendor filter
- BC Expert Insights Vendor Solution (2) Apply BC Expert Insights Vendor Solution filter
- BC Expert Roundtable (0)
- Bcs Webinar (0)
- Bcs Webinar Registration (0)
- Best Practice (0)
- Buyer Guide (0)
- Case Study (1) Apply Case Study filter
- Executive Interview (0)
- Expert Roundtable (5) Apply Expert Roundtable filter
- Guest Contributions (2) Apply Guest Contributions filter
- Multimedia (3) Apply Multimedia filter
- News Analysis (150) Apply News Analysis filter
- Newsfeed Article (0)
- Newsfeed Article (433) Apply Newsfeed Article filter
- Thought Leadership (0)
- Vendor Collateral (8) Apply Vendor Collateral filter
- Vendor Resource Best Practices (0)
- Vendor Resource Buyers Guides (0)
- Vendor Resource Multimedia Content (0)
- Vendor Resource White Paper (0)
- Webinar (0)
- Webinars (0)
- White Paper (5) Apply White Paper filter
MORE FILTERS
INDUSTRY
- (-) Remove Banking And Investment filter Banking And Investment
- Education (446) Apply Education filter
- Energy And Utilities (487) Apply Energy And Utilities filter
- Finance (12) Apply Finance filter
- Government (675) Apply Government filter
- Healthcare (482) Apply Healthcare filter
- Hospitality (180) Apply Hospitality filter
- Insurance (100) Apply Insurance filter
- Manufacturing (704) Apply Manufacturing filter
- Media/Publishing (422) Apply Media/Publishing filter
- None (43) Apply None filter
- Professional Services (745) Apply Professional Services filter
- Retail & Distribution (798) Apply Retail & Distribution filter
- Technology (1611) Apply Technology filter
- Transportation (110) Apply Transportation filter
Comments
There are currently no comments on this article.
You must be a registered user to make comments