Ricoh helped us achieve the required results by providing capacity, capability and advice.
One of Australia’s leading integrated travel companies, Helloworld Limited provide thousands of wholesale and retail clients with premium travel management, technology and services around the clock. Listed on the Australian Stock Exchange, they operate in Australia, New Zealand, USA, UK and South Africa. Helloworld’s IT department supports over 1300 users across 16 sites in Australia, as well as their international offices.
The network: A key business enabler
Helloworld’s network acts as a key enabler across their distributed offices and call centres. The integrity and strength of its network is crucial in supporting the company’s group of over 25 brands.
Of utmost importance to Helloworld is ensuring their network is offering maximum productivity. With bottlenecks potentially causing disruptions to customer-facing systems and staff processes, as well as communications within and outside the organisation, keeping the network up and running effectively is critical.
Ricoh and Helloworld: A growing partnership
Since first becoming a customer of Ricoh IT Services in 2000, Ricoh has undertaken over 90 projects with Helloworld. As Ricoh has grown to understand the business demands and environment, Helloworld have further expanded their services to encompass network managed services, providing network monitoring, management and maintenance.
In 2011 Helloworld underwent a merger. As a result, a large project was required to design, configure and deploy new WAN and LAN infrastructure across Australia for improved connectivity between the disparate offices.
Supporting the IT Department through every step of that process, Ricoh provided expertise and resources to Helloworld.
Helloworld has been using Ricoh’s Network Management service for ongoing network monitoring and management since 2007. During the merger, the comprehensive visibility enabled through Ricoh Network Management ensured Helloworld had the data required for capacity planning and to make informed decisions for the design of the new network. Ricoh’s engineers, through managing Helloworld’s network, had in-depth knowledge of the environment, enhancing their ability to provide advice and support in the new network design and configuration.
After the merger, Ricoh assisted with follow up work and rationalisation of resources resulting from the recent merger project, as well as advising on efficiencies across Helloworld’s IT budget that resulted in a 10 per cent savings across-the-board.
“Ricoh helped me achieve my budgetary goals, not just in their space but across my entire organisation, and if it wasn’t a strong partner relationship, I wouldn’t have achieved that result,” Brian said. “We have found Ricoh IT Services’ ability to be nimble and flexible very useful,” said Brian. “They develop solutions with a speed and level of efficiency that is rare to find, yet invaluable to our ongoing development.”
Helloworld has been using Ricoh’s Network Management servicefor ongoing network monitoring and management since 2007.During the merger, the comprehensive visibility enabled throughRicoh’s Network Management ensured Helloworld had the datarequired for capacity planning and to make informed decisions forthe design of the new network. Ricoh’s engineers, throughmanaging Helloworld’s network, had in-depth knowledge of theenvironment, enhancing their ability to provide advice and supportin the new network design and configuration.After the merger, Ricoh assisted with follow up work andrationalisation of resources resulting from the recent merger project,as well as advising on efficiencies across Helloworld’s IT budget thatresulted in a 10 per cent savings across-the-board.“Ricoh helped me achieve my budgetary goals, not just in their spacebut across my entire organisation, and if it wasn’t a strong partnerrelationship, I wouldn’t have achieved that result,” Brian said.“We have found Ricoh IT Services’ ability to be nimble and flexiblevery useful,” said Brian. “They develop solutions with a speed andlevel of efficiency that is rare to find, yet invaluable to ourongoing development.”
Managed services for full support
Helloworld is now embarking on the next step in their journey: amajor restructure and rebranding program that includes changesacross their sales channels and internal processes. Through Ricoh ITServices, the company’s IT department is well equipped to deliverstrong results in the required timeframe.For Helloworld, which encompasses household brands such asQantas Holidays, Harvey World Travel and Bestflights.com.au, therestructure involves moving to a new business model and takingan innovative position in the market. For Helloworld’s ITdepartment, it means providing more services across theirnetwork to franchisees, as well as a stronger and more directreliance on all brand internet sites.“Going into this business transformation, it’sgoing to be very challenging. One of the keyenablers that will help Helloworld through thistransformation is the ability to lean on Ricoh forservices, resources and advice,” Brian said.Through Ricoh’s Network Management service, Helloworld’s ITdepartment have access to Ricoh’s senior, level 3, network engineerswhenever they need them – 24 hours a day, seven days a week. Thiswill free up internal resources from network management tasks andhelp Brian ensure that all his staff can be focused on confidentlydelivering the capability required for Helloworld’s successfulrestructure. Network uptime will be ensured through Ricoh’sNetwork Management, while also reducing costs and corporate risk.“Ricoh can really help Helloworld gain experience, skill and scale thatwe don’t have internally. They will help keep Helloworld’s ITorganisation predictable while the business is unpredictable,” Briansaid. “That will allow IT to meet customer’s needs and deliver valueto the organisation.”“Ricoh is one of the best-placed organisations to help us through thistransition because of the flexibility, size and refreshing approach theytake to solving problems.”
Two services that assist in delivering visibility andreactiveness across Helloworld’s network include:
With a proactive approach to monitoring and managingnetworks, Ricoh’s Network Management service helps optimisethe performance of Helloworld’s network infrastructure. The highlevel visibility obtained through Ricoh’s Network Managementprovides accurate data for planning and ensures issues are tackledstraight away, often before they cause any impact to the business.Delivered by senior network engineers, Ricoh’s NetworkManagement provides efficiencies in network monitoring andmanagement, freeing up Helloworld’s resourcesfor other priorities.
To keep the network running at peak performance,Ricoh’s NetSupport service provides maintenanceand support service for Cisco technologies toHelloworld’s arsenal. Through NetSupport, Ricoh ITServices manage any Cisco hardware or software issues;acknowledging alerts, raising tickets, communicating viapre-defined processes and working through toresolution of any faults.
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