Business Situation

Torraspapel provides ongoing customer service through its Client Service Center (CSC). Service is provided via two channels:

• CSC Call Centre which is supported by Siebel

• CSC Internet Channel which is based on Microsoft technology.

The business challenge that Torraspapel faced was to improve the stability and reliability of its CSC Internet channel ensuring high availability of the service to its customers. Specifically, wanted to work with Accenture and Avanade to meet their main objectives which were to improve the reliability by:

• Introducing greater fault tolerance and a full backup/restore system of all the servers

• Creating full and updated disaster recovery procedures for the Internet Channel

 

Solution

The elements of the CSC Internet Channel are based on are:

• Front-end service by Siebel

• Firewall Services offered by Microsoft ISA Server,

• Public Webs provided by Microsoft Content Management Server (CMS)

• Search engine MondoSearch.

Avanade’s solution the ‘high-availability’ challenge faced by Torraspapel is based on server virtualization. By migrating most of the non-critical physical servers to a virtual environment, Avanade has been able to substantially improve the reliability of the CSC Internet Channel, increase its stability and its availability to Torraspapel’s customers.

 

Results 

• Improved Fault tolerance of the overall Internet channel environment

• Reduced TCO in comparison with other conventional solutions especially in terms of hardware and software costs

• Documented and tested Disaster recovery procedures and thanks to the streamlined environment services can now be recovered much more quickly than before

• Torraspapel now has a State of the Art solution and approach to its CSC Internet Channel for providing Customer Service.