Client

Wolters Kluwer is a leading multinational publisher and provider of integrated global solutions for the professional and corporate market. The company provides a wide range of information tools and solutions that help professionals improve personal productivity and make critical decisions effectively. In Italy the Group operates through Wolters Kluwer Italia (WKI), which employs 1,100 people across 21 sites throughout the country.

WKI’s portfolio focuses on keeping clients constantly updated on all recent developments in labour, tax, administrative, and financial regulations. The company offers some of the most authoritative and well-established brands in the field including: Ipsoa, Indicitalia, Artel, Mitos, OA Sistemi, Cedam, OSRA, Pragma Software, Utet Giuridica, and Leggi d’Italia Professionale.

Challenge

The management of WKI’s communications systems was becoming a challenge because of the company’s widely distributed operation and broad range of products and solutions – including consulting, technical, and help desk services. Nunzio Camerada, Chief Technology Officer of Wolters Kluwer Italia, says: “We needed a solution that would enable us to manage our in-company as well as external communications securely, but at the same time easily.”

The company needed a solution that would guarantee optimal voice and data transfer. Its preference was for a single, IP-based communications platform on to which it could migrate its entire infrastructure. After a selection process involving key market players, WKI selected network services from BT linked to technology from Mitel.

Solution

The project involved the unification of WKI’s existing voice and data networks that together connect over 1,100 users. Mitel supplied its 3300 ICP platform, which enables multi-functional IP communications and advanced user applications to run over the corporate data network. Two primary Mitel nodes were installed, one at WKI’s main office in Assago, and the other at BT’s data centre. This was to optimise access to applications, ensure business resilience, and support disaster recovery procedures. WKI’s 18 branch offices were each equipped with slave Mitel platforms.

WKI uses Microsoft Exchange messaging software and this was interconnected with the Mitel 3300 ICP platform to enable Active Directory integration via LDAP (Lightweight Directory Access Protocol). This simplifies network administration and maintenance by providing a common index across the different systems and a single user interface for moves, adds and changes. The WKI main office at Assago also became the designated location for implementation of a new Microsoft Live Communication Server. In addition, the primary Mitel platform at BT’s data centre was integrated with a CRM application from OperaNetcenter, which is used extensively by WKI.

Through the new platform and the familiar Microsoft Office interface, WKI now has comprehensive communications facilities available for its staff, including instant messaging, e-mail, and a collaboration environment, as well as all the normal telephony functions. These include: device status detection (free/busy), conference calls for up to eight participants, userconfigurable call flow (divert, transfer, call forward, etc.), and user-configurable voice mail capability.

Mobility was also a primary consideration and WKI chose to implement DECT wireless communications capability inside its offices, coupled to a fixed-mobile convergence solution. WKI can now extend all landline functions to mobile phones with single number access, enabling people who are often out of the office to be reached more easily.

WKI also uses BT videoconferencing services. This provides another means to reduce travelling time and expenses while increasing and improving cooperation between employees, so delivering a positive impact on the services the company offers to its customers.

The implementation of both the data infrastructure and the voice over IP (VoIP) solution at WKI was completed without any disruption of company activities and services. Nunzio Camerada observes: “Our users did not notice anything, even though the activities involved in this project were extremely complex.” WKI is very satisfied with the result.

Value

The BT MPLS IP network ensures traditional voice quality is maintained and additionally offers WKI the opportunity to support integrated multimedia services over a single network. Services include videoconferencing, fixed-to-mobile applications and support for WKI’s CRM processes. This environment enables WKI’s employees to improve their personal productivity and efficiency. WKI now enjoys the benefit of a global solution and can avoid the complexity and costs associated with a fragmented network environment.

Customers using WKI software products are also able to access a toll-free help desk number. With the new solution if a customer located in, say, Bari needs assistance and calls on a day that is a local holiday, the call is immediately transferred to another site. This enables the problem to be resolved without the customer even being aware of the transfer and enables WKI to optimise its resources in terms of both response time and costs.

Nunzio Camerada comments: “With BT and Mitel we are now able to better connect our employees in different branch offices, and they can work together more efficiently. This has had a positive impact on the services we offer to our customers.”

Additionally, WKI can now take advantage of other features such as a standard interface for multiple applications, the simplified integration of existing servers, and the possibility to enhance integrated multimedia services. Having confirmed the quality of the services and technology offered by both BT and Mitel, WKI is now considering extending the solution to its local sales agencies and customers.

During this project a spirit of collaboration and trust has been built between BT Italia and WKI. This demonstrates BT Italia’s ability to work in partnership with leading companies that are seeking an all-round partner to help design advanced business solutions, rather than simply a telecommunications services provider.

Core BT Services

• BT’s global MPLS network
• BT Videoconferencing services