In his 1982 bestseller, 'Megatrends,' John Naisbitt introduced the concept of 'high tech, high touch,' his theory that people long for human contact in a high-tech world. That may be true, but most organizations appreciate the value of automating mundane processes — a point proven by Global Data Systems’ new nPower extranet solution.
GDS originally designed the nPower extranet for internal use, but quickly saw the value of allowing customers to utilize it as well. The result is an easy-to-use, single sign-on interface that automates many of the processes associated with procuring and managing IT equipment, and speeds up the delivery of hardware.
At GDS, the project evolved out of a goal to develop a Web-based quoting and e- procurement tool for internal use. Global Data Systems found that efforts to make their own lives easier could be used to make our customers’ lives easier as well. The nPower extranet can really improve customer’s workflow when it comes to IT procurement, management, monitoring, service and support. It automates many of these processes and provides tools and reporting features that increase efficiency.
Today, GDS customers can use the nPower extranet to procure equipment, collaborate with GDS staff on quotes and access high-tech configuration tools for more sophisticated products. Customers can also use the nPower extranet to open up tickets with GDS’ help desk and view account information, including invoice balances. They can even download an image of any invoice.
Pulling Together
The nPower extranet provides managed services customers with a portal view of GDS’ entire suite of remote management applications, including the nTouch, nSul8 and nStore offerings. The nTouch IP telephony management tools are now available via the nPower extranet, and the nSul8 security tools are being added.
The portal view enables customers to see the same tools that company professionals and experts see in the GDS Network Operations Center (NOC). Customers with nTouch, for example, can look at call volumes and other trend reports. This can help IT managers monitor and plan future technology investments and upgrades.
'The management tools portion is great, especially being able to see all of our branches and the same alarms that the GDS NOC staff sees,' said David Domma of Aegis. 'The help desk ticket view is well organized and easy to use, too.'
How Efficient
Brian Hanks, a developer for Global Data Systems, says that the nPower extranet has already proven its value within GDS. Prior to its development, orders could sit in queue anywhere from two hours to as much as two days awaiting credit approval. The nPower extranet includes intelligence that compares the total amount of an order against the customer’s available credit. That enables most orders to go through the system automatically.
The nPower extranet also streamlines the order process. In the past, users would go to Cisco’s site to use its configuration tools, for example, export the information and then re-enter it into GDS’ quoting tool to go to purchasing. Purchasing would take the quote then enter the information into Cisco’s ordering tool. In essence, an order was entered three times.
Now the information is entered once because Cisco’s configuration tool is integrated with the nPower extranet. The configuration information is transferred automatically to GDS’ system, at which point it is sent to purchasing. Purchasing simply assigns a purchase order number, puts in some shipping information and clicks submit to send the order right out to Cisco.
The bottom line is that customers get their gear faster with less chance of error in the ordering process,' Hanks said.
One-Stop Shop
Hanks stresses that this tool is designed to help customers manage their businesses. It’s not just a new shopping tool.
'We are working with our customers throughout the process of transitioning to this new tool. We’re available to help them get adapted and acquainted with the nPower extranet,' Hanks said. 'We understand that it’s difficult to change the way you do things. However, we believe that this tool will save our customers time — and probably money as well.' So far, the feedback from customers has been extremely positive.
'It’s not something that our customers have come out and asked for, but it’s something they’ve been wanting for a long time,' Hanks said. 'With this tool, customers can concentrate on more important issues and spend less time purchasing pieces and parts. They’re able to just spend more time working with our sales professionals to develop more robust solutions and plan for their business needs.'