outsourcing success stories
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Interview with Robert Trnovec, S&T Group Outsourcing Direktor http://issuu.com/sntslovenija/docs/outsourcing_interview_with_robert_trnovec Presentation http://www.slideshare.net/SNTSlovenija/outsourcing-of-it-services-robert-trnovec Photo gallery http://ecetera.smugmug.com/photos/swfpopup.mg?AlbumID=17030766&AlbumKey=MgKtz7TRANSCRIPT
S U C C E S S S T O R Y
www.snt-world.com
Slovakia Steel Mills
SAP And Outsourcing Solution For
Slovakia Steel Mills
Start-ups do not only exist for Internet-based business,
but also in older and more traditional industries. In this
sense, Slovakia Steel Mills (SSM) is a relatively young
company. It has been founded in 2007 as a wholly
owned subsidiary of Steel Assets Management B.V. in
the Netherlands. A new steel and rolling mill is being
constructed (Project) at the present time in Strazske,
which will directly or indirectly create 750 jobs in the
region.
SAP and Outsourcing for success
manufacturing
State-of-the-art steel production is not possible at all
without IT support, not to mention the planning and
preproduction phases. SSM has planned installation of
an ERP system at the very beginning of the Project,
when the Project Engineer has commenced the first
designs of the new plant.
The project was also a “greenfield” operation for S&T.
The underlying basis for talks with the management was
good, due to the fact that S&T had the best possible
manufacturing industry references. This experience and
the inherent commitment, stipulated in Corporate
Governance on the part of S&T led to an extensive
cooperation with SSM, currently, for period over six
months.
Extant, S&T Slovakia is implementing the SAP systems
and installing the connections to the production
facilities (MES) and central production planning,
including document administration.
The coordination with numerous subcontractors and
suppliers has to be perfectly organized. “A large number
of people had to be motivated and their work
coordinated in order to define architecture solutions,
which have been precisely-tailored and competitive”,
recollects his thoughts the S&T key account manager
Roman Gacik.
General Manager of SSM Jan Tusim is very satisfied with
the results. “The production process was perfectly
mapped out“. Tusim manages one of the most
technologically advanced steel production plants in
entire Europe.
Project experience, a professional approach and good
pricing have made S&T Slovakia the preferred IT partner
of SSM. The indomitable commitment of S&T helped to
build a foundation of mutual trust, enabling one of the
biggest SAP and outsourcing deals ever in Slovakia. S&T
Slovakia will also take overall responsibility for all the
systems over the next three years on an outsourcing
basis.
“The implementation of this system as the core of all
business processes will decisively help us to build up
Slovakia Steel Mills as a fully integrated and automated
production plant.”
Jan Tusim, General Manager Slovakia Steel Mills
“This project poses a major challenge to our employees,
not only due to its scope but also in respect to project
management and systems integration.”
Vladimir Hric, BS Manager S&T Slovakia
S&T
S&T offer is based on an understanding of user
needs and on meeting those needs with IT
solutions based on state of the art technology.
We provide assistance to our partners in
developing their business operations and results
through the use of advanced information
technology and a wide range of services, such as
IT consulting, development and implementation,
as well as the creation of custom IT solutions,
processes and systems, maintenance and
permanent customer support. S&T group with
about 2.200 employees and a sales of €411m in
2009, is the leading provider of IT consulting, IT
solutions and IT services for customers in Central
and Eastern Europe as in Asia.
S U C C E S S S T O R Y
www.snt-world.com
CBA
S&T Provides Connectivity And
Communication Services To
43 Shops Of CBA
The customer
CBA Asset Management” PLC is a public limited
company with main activity investment in subsidiaries
acting in the retail sector by chains of supermarkets
integrated in a common trade network called “CBA”.
“CBA Asset Management” PLC has been established in
2006 to manage its subsidiaries “CBA - Veliko Turnovo
Ltd.”, “CBA - Gabrovo Ltd.” and “CBA - Ruse e.o.o.d.”.
“CBA Asset Management” PLC is the only shareholder
of three subsidiaries: “CBA Trade” Ltd., “CBA Logistics”
Ltd. and “CBA Franchise” LTD.
“CBA Bulgaria” Ltd. was founded in May 2003. By 2007
CBA already have more than 200 shops in the country.
The challenge
CBA operates in Sofia region, East and North-East
Bulgaria. Before signing outsourcing agreement with
S&T, the IT activities in CBA were organized by the
internal IT department. By increasing the number of
shops and the growing demands of advanced use of IT
infrastructure the need for external support became
crucial.
The project
The infrastructure is entirely based on a Cisco typology
is chosen to be of the type ‘star’ and every single shop
is connected via MAN line to the main customer data
center, located in Veliko Tarnovo, where router Cisco
2811 is used. Connection security and data
inviolability are ensured by the use of VPN tunnels
with AES128 crypting. An independent channel is
configured and built between the main and reserve
CBA data centers in order to ensure uninterrupted
business processes. The transfer between the main
and the reserve line takes less than 5 seconds. A
monitoring system based on Nagios is also built and
installed in the S&T data center. It provides 24-hour
monitoring of the quality of the provided service as
well as checks of the physical state of the devices. If a
problem occurrs, the system sends an automatic
message to the support team that informs the
customer and takes measures to solve the problem.
Benefit to the customer
support from specially trained team of experts,
high-quality and optimized technical support,
reduction of IT-costs,
more resources for core business activities,
state-of-the-art communications technology across
the entire company.
S&T
S&T offer is based on an understanding of user
needs and on meeting those needs with IT
solutions based on state of the art technology.
We provide assistance to our partners in
developing their business operations and
results through the use of advanced
information technology and a wide range of
services, such as IT consulting, development
and implementation, as well as the creation of
custom IT solutions, processes and systems,
maintenance and permanent customer
support. S&T group with about 2.200
employees and a sales of €411m in 2009, is
the leading provider of IT consulting, IT
solutions and IT services for customers in
Central and Eastern Europe as in Asia.
S U C C E S S S T O R Y
www.snt-world.com
MERCATOR GROUP
Business Continuity And Security
Client
The Mercator Group is one of the largest and most
successful retail chains in South-Eastern Europe and is
present on seven regional markets. These fast growing
markets have helped Mercator to capture important
market shares, mainly with its large malls in capital
cities and regional centres. Mercator’s aim is to
become the first or second largest fast-moving
consumer goods retailer on each of these markets.
Challenge
The Mercator Group decided to redesign and optimize
their transaction channels with a payment processing
centre. Their existing leased and redundant
telecommunication lines were proving to be a large
cost for the company.
By deploying advanced network router and firewall
solutions, the Mercator Group wanted to ensure that
their networks and services perform with the same
levels of reliability and security and reduce costs at the
same time. The advanced network infrastructure
provides reliable connectivity that is required for real-
time payment transactions and enables proactive
operations monitoring. The Mercator Group intended
to upgrade this infrastructure with support for the
Mercator Pika payment card application. This would
enable them to improve customer behaviour
monitoring and improve their product portfolio.
This powerful infrastructure also allows Mercator to
deploy new network-based services, such as video
conferencing and voice and video calls between offices
to reduce travel and meeting expenses.
Project
S&T provided seamless, secure, and cost-effective
connections between remote Mercator malls and the
head office, as well as between the head office and the
payment processing centre. The first stage of the
project required S&T professionals to assess and
analyze the existing equipment, services and general
workload for the implemented systems. In
collaboration with business application developers S&T
professionals then designed a plan for implementing
the hardware and software solutions and
infrastructure upgrades. The upgrade roll-out began in
the head office in Ljubljana and was then expanded to
systems in other countries. With the new
infrastructure solutions, the Mercator Group can
benefit from services, such as customer monitoring
enabled by the Mercator Pika Card system and new
video conferencing solutions.
Benefits for the client
24/7 availability
Reduced infrastructure and advanced
communications costs
Comprehensive view of the network and services
(operation monitoring from a single location)
Premium support and maintenance delivered by
S&T professionals
“Mercator Group d.d. relies on S&T professionals to
manage firewalls and network components in
networking segments across six countries. They deliver
everyday management and configuration tasks as well
as active control of system operations to ensure
minimal downtime and rapid disaster recovery. We are
pleased that our collaboration with S&T has given us
the opportunity to work with a reliable and highly
qualified IT partner with deep expertise and end-to-end
services.
Rado Brglez, IT Manager, Mercator d. d.
S&T
S&T offer is based on an understanding of user
needs and on meeting those needs with IT
solutions based on state of the art technology.
We provide assistance to our partners in
developing their business operations and results
through the use of advanced information
technology and a wide range of services, such as
IT consulting, development and implementation,
as well as the creation of custom IT solutions,
processes and systems, maintenance and
permanent customer support. S&T group with
about 2.200 employees and a sales of €411m in
2009, is the leading provider of IT consulting, IT
solutions and IT services for customers in Central
and Eastern Europe as in Asia.
S U C C E S S S T O R Y
www.snt-world.com
UNIQA
S&T Provides Technical And Help Desk
Support For 46 Offices Of UNIQA
The customer
UNIQA Group is among top insurance companies in
Central Europe, with its headquarters in Austria.
UNIQA offers its products and services through
different distribution channels – via brokers and
agents, banks and direct sales.
The challenge
UNIQA Group of insurance firms was looking for a
reliable supplier of helpdesk and support services for
its 46 office locations in Poland. In addition to
reliability the short reaction times were vital for
UNIQA.
The project
Technical support offered by S&T consisted of:
national service with 4-hour reaction time,
according to proven management methodology and
following strict regulations of Service Level
Agreement,
24-hours a day help desk that is open 7 days a week
and 365 days a year,
team of service specialists dedicated to UNIQA
Group who observe highest professional standards
in management of services and network.
Understanding of the Client’s business, partner
approach of S&T to establishing and expanding of
service network have brought higher efficiency of end
users and optimization of IT infrastructure costs (TCO –
Total Cost of Ownership). Technical support and help
desk assured the level of services that is agreed and
suited to individual needs of the Client, allowing at the
same time to constantly measure the Client’s
satisfaction in order to improve quality of services.
The solution
S&T proposed a set of services starting with a helpdesk
that is able to support UNIQA employees and agents
24/7/365. The helpdesk is supporting customers
employees remotely and if needed engineers are
dispatched to solve customer issues in the field.
In the course of setting up the services S&T has also
optimized customers IT infrastructure costs and
improved employee efficiency.
Benefit to the customer
The customer was able to provide to it users an
effective support services and reduce the costs of IT
infrastructure.
UNIQA Group and S&T Services Polska Sp. zo.o. signed
a 3-year contract. The contract also includes IT asset
management for UNIQA Group and development of
future IT infrastructure strategy.
S&T
S&T offer is based on an understanding of user
needs and on meeting those needs with IT
solutions based on state of the art technology.
We provide assistance to our partners in
developing their business operations and
results through the use of advanced
information technology and a wide range of
services, such as IT consulting, development
and implementation, as well as the creation of
custom IT solutions, processes and systems,
maintenance and permanent customer
support. S&T group with about 2.200
employees and a sales of €411m in 2009, is
the leading provider of IT consulting, IT
solutions and IT services for customers in
Central and Eastern Europe as in Asia.
S U C C E S S S T O R Y
www.snt-world.com
VEČERNJI LIST d.d
It Infrastructure Outsourcing
The customer
Večernji is a contemporary media group founded in
1959 in Zagreb. Since 2000 Večernji list is part of the
Austrian media corporation Styria Medien AG. With
the development of a unique multi-channel platform
(print/mobile/video news/online) Večernji list is at the
same time the leading innovator on the Croatian
media market. With its employees and companies
(Večernji list d.d. Večernji list – prodaja i oglašavanje,
Večernji list digital and Večernjakovaknjiga), a network
of offices all over Croatia, superior informatics and
technological support and the annual turnover of €50
million, Večernji is a market leader that makes
information available to its readers everywhere and at
all times, and has reputation of independent and
critical newspaper. Večernji list is a symbol of daily
newspaper in Croatia: 98,7% of of Croatia's population
say they are familiar with VEČERNJI LIST.
Večernji is the leading brand on Croatian media
market.
The challenge
Like all daily newspaper, Večernji must provide
Internet presence through news portal to assure its
competiveness compared to variety of media such as
free newspapers, radio and television. It strives to be
Internet driven, that responds to the needs and
interests of its readers.
Večernji wanted to significantly increase number of its
visitors on news portal that has all-around accessibility
with strict SLA parameters defined.
The project
The main goal of the whole outsourcing project was
reduction and better managing of IT costs, starting
with better costs identification and all in a long-term
perspective. There have been additional, important,
cooperation goals defined, such as:
To simplify managing processes through outsourcing
IT infrastructure and centralization of technical
problems solution in order to create one contact
point for all IT problems for the whole portal
To improve service quality (guaranteed SLA – Service
Level Agreement)
To have an access to professional and experienced
excellent trained engineers staff, resources,
knowledge and technology of S&T
To increase efficiency thanks to improvement of
technical service and specialist technologies
delivered by S&T Hrvatska.
Benefit to the customer
S&T proposed solution based on outsourcing highly
reliable infrastructure to ensure top-quality 24/7
service in its own data center. The contract covers
server operations and technical support. S&T
engineers deliver technical online support and
management of infrastructure every day, round the
clock. Engineers can remotely access the system and
solve software problems without having to visit the
data center itself. The customer has gained guaranteed
level of service and simplified procedures for technical
problems solution and single point of contact.
Knowledge of the engineers transferred from S&T as
well as our methodology and experience are the
guarantee of the project’s success.
S&T
S&T offer is based on an understanding of user
needs and on meeting those needs with IT
solutions based on state of the art technology.
We provide assistance to our partners in
developing their business operations and results
through the use of advanced information
technology and a wide range of services, such as
IT consulting, development and implementation,
as well as the creation of custom IT solutions,
processes and systems, maintenance and
permanent customer support. S&T group with
about 2.200 employees and a sales of €411m in
2009, is the leading provider of IT consulting, IT
solutions and IT services for customers in Central
and Eastern Europe as in Asia.
S U C C E S S S T O R Y
www.snt-world.com
ZVEZA BANK
Integral Solution With S&T Slovenija
Client
ZVEZA BANK in Klagenfurt is a member of the
Raiffeisen Austrian Bank Group and is positioned in the
top of the Slovenian money and goods sector of the
Koroška region.
Challenge
Zveza Bank has approached its arrival on the Slovenian
market somewhat differently from other banks, with a
different and an innovative business model, due to the
maturity of the market. Its goal was to implement
100% Internet banking. Not the kind of Internet
banking known in Slovenia and offered by other banks.
They have introduced Internet Diba, which, in addition
to access from anywhere and at any time, also offers
the users free services. Benefits, which are gained by
the bank via Internet operations, are thus transferred
to the user.
For the implementation of the Internet bank, Zveza
Bank decided to redesign the data centre. Following a
thorough study of systems, they decided that
outsourcing of IT services would be an excellent
solution for them. Why? Because it ensured a high
level of operation of bank applications, while highly
trained experts manage the system and applications.
In this way, they themselves were able to focus on
their clients and business processes.
Project
In implementing the infrastructural part, Zveza Bank
worked with the company S&T Slovenija, while a
different contractor was responsible for bank
applications. The solution had to be designed for today
and for tomorrow: so that, in addition to the starting
cost and functional efficiency, it will allow for the bank
to implement new solutions in the future, to efficiently
manage business processes and thus facilitate
innovation also in the future.
Since the goal was to implement 100% Internet
banking, the requirement of Zveza Bank was also high
availability of the infrastructure, which would ensure
continuous access of users to their services and 100%
security. In its solution for the Diba bank, S&T Slovenija
thus used a completely virtual information system,
which allows the bank flexibility in future and cost and
time efficiency today.
Advantages for the user
Faster implementation of operations in Slovenia
Adaptability in terms of scope and new content or
growth of banking services – possibility of growth
and quick adaptation to the requirements of the
market
High level of data security
Support of highly trained expert personnel from S&T
Slovenija
S&T
S&T offer is based on an understanding of user
needs and on meeting those needs with IT
solutions based on state of the art technology.
We provide assistance to our partners in
developing their business operations and
results through the use of advanced
information technology and a wide range of
services, such as IT consulting, development
and implementation, as well as the creation of
custom IT solutions, processes and systems,
maintenance and permanent customer
support. S&T group with about 2.200
employees and a sales of €411m in 2009, is
the leading provider of IT consulting, IT
solutions and IT services for customers in
Central and Eastern Europe as in Asia.