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Client Case StudiesInfo-Tech Research Group
Client Case Studies
• Food & Beverage
Boston Pizza
• Leisure & Hospitality
Cannery Casino
• Health Care
Sick Kids
• Health Care
Masonic Health System
• Manufacturing
Fleet Laboratories
Company: Founded in 1964, Boston
Pizza (TSE:BPF.UN) is now Canada’s
leading casual dining brand with more
than 340 restaurants from coast to coast.
The company also operates 50 locations
across the United States and one in
Mexico under the brand “Boston’s The
Gourmet Pizza.” Boston Pizza (BP) serves
more than 40 million customers annually,
resulting in gross sales of $853M.
Industry: Food and Beverage
Region: Richmond, BC, Canada
Company Size: 270 corporate staff
Technology Profile: The IT Department
manages approximately 45 different
applications which run the different
business processes. Core apps are SQL/
Microsoft based such as Dynamics,
ProClarity, SharePoint, and Exchange.
Business Situation: Since 2002, BP has
experienced rapid growth. In 2012, BP operates a
total of 340 restaurants. During the expansion
phase, the IT Department focused on initiatives
which provided added support for franchisees, and
ensured business continuity as a listed company.
Challenge: The IT Department embarked on
several projects, including consolidation of overall
infrastructure, virtualization of 60% of its servers,
and implementation of a $250,000 Disaster
Recovery Plan (DRP). The IT Department had to
build business proposals, assess vendors, and
design project plans focused on accomplishing its
goal of enabling business growth and continuity.
Solution: Info-Tech research helped the IT
Department strategize the desired structural layout
for its infrastructure, understand key success factors
for the initiatives, and validate the selection process
in accordance with the business’s size and
environment. The IT Department successfully
implemented its projects on time and on budget.
Client Case StudyBoston Pizza leveraged Info-Tech Research Group’s
services to virtualize 85% of its servers and to implement a $250,000 Disaster Recovery Plan.
Boston Pizza5500 Parkwood WayRichmond, British ColumbiaCanadaV6V2M4
“Info-Tech provides excellent research. The research is right in our sweet spot in respect to the topics covered, the presentation of information, and the practical nature of the research.”
Michael Moir, Network Systems Manager
Boston Pizza
Richmond, British Columbia, Canada
Case Study:
Steve Johnston is the Chief Information Officer for Boston Pizza. Since moving to Canada in 1991, Mr. Johnston has worked with the Canadian Airlines, Intrawest and Ledcor in a variety of technology leadership roles. Prior to this, Mr. Johnston had a varied career in technology which began with British Telecom and British Airways where he had the opportunity to work on the development of a multi-national airline reservation system (Galileo).
Executive Bio
In 2009, BP built a two year roadmap for revamping its infrastructure. The roadmap involved consolidating infrastructure, virtualizing BP’s 25 physical servers, and implementing a comprehensive DRP.
The DRP had to serve two purposes:i. Capacity planning by ensuring that IT coped with business requirementsii. Duplication and storage of basic day-to-day operations
The strategy required the IT Department to map out its infrastructure, assess vendors for the various initiatives, select a disaster recovery site in Canada, and integrate DR into daily operational activities.
Challenge
Making major structural changes in order to support the business.
In 2002, BP became listed in the Toronto Stock Exchange. Over the next eight years, BP grew its number of stores by13% annually, to a total of 340 restaurants in 2011. The IT Department supported1,500 accounts for franchisees and continually increased its service offerings to franchisees. As a publicly listed company, the IT Department prioritized projects which would ensure business continuity, increase support for franchisees, and accommodate ongoing business growth.
Business Situation Enabling business continuity, and growth.
“One of the uncanny things about Info-Tech is that they often publish related research and case studies before we begin new projects. It has been very helpful to have upfront research when working on new technology services.
Steve Johnston, CIO
Boston Pizza
Richmond, British Columbia, Canada
Jeremy Patrick, Territory ManagerInfo-Tech Research Group
“To my customer,
I may not have the answer, but I’ll
find it. I may not have the time,
but I’ll make it.”
Case Study:
The IT Department utilized Info-Tech’s extensive research database to right-size the
infrastructure consolidation and virtualization initiative, ground its business proposals,
and satisfy key success factors. Info-Tech’s Vendor Landscapes helped the IT
Department assess vendors and select a disaster recovery site next to its
headquarters in Western Canada.
SolutionInfo-Tech reports on solutions, vendors, and implementation plans.
Info-Tech helped the IT Department circumvent much of the upfront research required for the multiple projects, allowing for completion of projects on time and on budget. The virtualization initiative helped limit the number of servers to five virtual servers and ten physical servers, instead of having 70 physical servers. Info-Tech’s international coverage on vendors helped BP to assess and select a DR site in Canada. BP now has a solid DRP satisfying its capacity planning and data back-up requirements.
ResultsPlanned, implemented, and adopted.
The achievement of large IT initiatives relies on the successful completion of several sub-projects. Organizations should strategize the completion of the sub-projects in order to accomplish the overarching initiative. Info-Tech research provides information on how to integrate and complement projects in order to satisfy the overarching goals.
Critical InsightsWorking towards a target.
Info-Tech's products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. Our practical approach is designed to have a clear and measurable impact on your organization's bottom line.
We serve over 24,000 IT professionals around the world. Since 1997, we have focused on making the work of IT leaders easier - and on helping them achieve greater personal and corporate success.
Need Help?Toll-Free: 1-888-670-8889
International: +1-519-432-3550
www.infotech.com
Info-Tech Research Group
Company: Cannery Casino Resorts, LLC
engages in the ownership and operation
of one racetrack, two hotels and four
casinos. The company also hosts
concerts, outdoor festivals, boxing, motor
sports, parties, and exhibits. Its casino
includes slot/video poker machines, table
games, and a poker room. The company
was founded in 2003 and operates as a
subsidiary of Millennium Gaming Inc.
Industry: Gaming and Hospitality
Region: Las Vegas, Nevada, U.S.A
Company Size: 4000 employees
Technology Profile: The IT Department
manages 40 different applications which
run the full business process. Their core
apps are SQL/ Microsoft based.
Business Situation: Cannery Casino Resorts
deploys very targeted marketing campaigns. There
existed no system to segment the two million active
customers frequenting the various properties.
Challenge: The IT Department had to implement a
data warehouse and CRM system which could
actively segment current and new customers across
the different properties. This database would provide
marketing with information, as well as offer complete
transparency across the organization. The IT
Departments had to select vendors, negotiate
contracts, and identify the structure of the data
warehouse which would best suit their needs.
Solution: Info-Tech helped the IT Department
identify the right structure and size for a data
warehouse CRM initiative in accordance with the
business size and environment. Cannery Casino
Resorts now has the ability to combine customer
databases from multiple systems into one
centralized data hub and utilize the data for targeted
marketing campaigns.
Client Case StudyCannery Casino Resorts leveraged Info-Tech
Research Group’s services to consolidate a database
of 2 million clients for targeted marketing campaigns.
Cannery Casino Resorts
2121 East Craig Road
Las Vegas, Nevada
United States
89030
“On just a few projects we did
on Social Media, and Mobile we
got our money’s worth. Now we
are also utilizing reports from
Info-Tech to work on some big
ticket items such as CRM, and
Data Warehousing.”
Michael Day, CIO
Cannery Casino Resorts
Las Vegas, Nevada, U.S.A
Case Study:
Michael Day is the VP IT & CIO for Cannery Casino Resorts. Prior to his current position he built one of the largest networks and systems in the State of Michigan for an organization with properties located across the State. In addition, Mr. Day is the founder of TribalNet, and serves as Advisory Board Member for several industry organizations including Gaming & Leisure Magazine.
Executive Bio
In order to overcome the current fragmentation of information across the properties, the IT Department at Cannery Casino Resorts decided to implement a data warehouse and CRM initiative which would aggregate client information across the properties. The IT Department had to identify the dimensions against which they could assess vendors for their data warehouse and CRM needs, as well as plan for implementation and adoption of the system.
ChallengeConsolidate, manage and analyze multiple databases across multiple systems.
In the hospitality industry, in order to better serve and communicate with customers, the business requires information on customers at an extremely granular level. In addition, Cannery Casino Resorts offers a wide variety of services and needs to know how customers react to promotions pertaining to hotel stays, table games, slot games, keno, bingo, buffets, cafes, etc. In the past decision-makers at Corporate were not in tune with the ins and outs of each of the properties and sent out targeted marketing campaign material only after sifting through multiple databases and multiple systems across their properties.
Business Situation Seeking a 360 degree view of the customer.
“In our industry especially, it is crucial to have a 360 degree view of the customer. We are working towards a system which will help the business better serve customers.”
“Our account rep, Erin, we love her level of energy and effort in helping everyone get on line. She’s done a great job!”
Michael Day, CIO
Cannery Casino Resorts
Las Vegas, Nevada, U.S.A
“I truly enjoy working with my clients and assisting them with all of their projects and initiatives. I make it about them because without them, I wouldn’t be here!”
Erin Font, Account ManagerInfo-Tech Research Group
Case Study:
Info-Tech Research Group grounded the IT Department’s decision to partner with Microsoft Dynamics
for their CRM initiative due to its fit with the IT Department’s technological setting and skill set. Vendor
evaluations from Info-Tech also helped the IT Department pick Informatica for their Data Warehouse
needs. Most critically, Info-Tech helped right size the product in accordance with the company size and
business environment, as well as helped map out the infrastructure for optimal performance.
SolutionInfo-Tech reports on solutions, vendors, and implementation plans.
Cannery Casino Resorts have successfully implemented 70% of an ETL Master Data Management System which will wrap up very soon. This includes ETL processes for data warehousing, Customer Data Integration, Master Data Management, and complete data integration across their various properties. In addition, they have built a solid implementation plan for a CRM system and commenced implementation.
ResultsSolid implementation plan and adoption strategies.
Finance, HR, Operations, and Marketing Departments leverage technology in order to stay competitive and relevant. The successful adoption of technology is reliant on IT Departments with a wide skill set, and on IT Managers who are in sync with business requirements. IT research reports help IT managers keep tabs on relevant technologies, and avenues through which they can assist the business.
Critical InsightsLeverage IT Departments for a competitive advantage.
Info-Tech's products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. Our practical approach is designed to have a clear and measurable impact on your organization's bottom line.
We serve over 24,000 IT professionals around the world. Since 1997, we have focused on making the work of IT leaders easier - and on helping them achieve greater personal and corporate success.
Need Help?Toll-Free: 1-888-670-8889
International: +1-519-432-3550
www.infotech.com
Info-Tech Research Group
Organization: One of the world’s
foremost paediatric health-care
institutions dedicated to advancing
children’s health through the integration
of patient care, research and education.
Founded in 1875, SickKids is one of
Canada’s most research-intensive
hospitals and has generated discoveries
that have helped children globally.
Industry: Health/Life Sciences
Region: Toronto, Ontario, Canada
Organization Size: 8221 staff & students
Technology Profile: The IT Department
manages 150+ different software
applications which run the full business
process. Their core apps are SQL/
Microsoft based in addition to several
clinical information systems, business
information systems, desktop productivity
tools, etc.
Business Situation: The IT Department has to
satisfy a set of diverse needs including clinical,
educational, research and corporate.
Most critically, the IT Department has to ensure
consistent quality service to staff who need access
to all patient information in real time on a 24/7 basis.
Challenge: In order to enhance their service
delivery, and preparedness they needed to
implement the second phase of the Disaster
Recovery strategy. This required the IT Department
to build an extremely thorough business case for the
project within a couple of months.
Solution: SickKids’ IT Department grounded their
proposed approach through research from Info-Tech
to ascertain that they had covered all their bases,
and proposed to spend the optimal amount. The IT
Department submitted the thoroughly formulated
proposal on time for approval.
Client Case StudyThe Hospital for Sick Children leveraged Info-Tech
Research Group’s services to ground a business
proposal for a $ 2.5 million, Phase 2 DR plan.
The Hospital for Sick Children
555 University Avenue
Toronto, Ontario
Canada
M5G 1X8
“We find your research very
valuable because you provide
very practical insight and
include critical details which
we take into consideration
when we have to make quick
strategic decisions.”
Daniela Crivianu Gaita, VP IMT & CIO
The Hospital for Sick Children (SickKids)
Toronto, Ontario, Canada
Case Study:
Daniela Crivianu Gaita is the VP IMT & CIO for The Hospital for Sick Children. As VP IMT & CIO she leads the selection and implementation of innovative technologies in support of strategic directions. Previously she was Head of the Computer Department at the County Hospital of Timisoara. Ms. Gaita holds a Master’s degree in Computer Science from the Polytechnic University of Timisoara, Romania.
Executive Bio
At SickKids, the IT Department plays a critical role in maintaining information availability. In
order to satisfy these requirements, the IT Department had to implement a comprehensive
Disaster Recovery Plan. Since SickKids follows a well defined business cycle, a project plan for
the second phase of the DRP had to be finalized and submitted for approval within a couple of
months. The IT Department had to take care of daily activities, big ticket items, while also
formulating a solid business case for the second phase of the DRP (estimated at $2.5 million),
within a few months for review by the governing committees.
ChallengeBuilding a solid business proposal for a costly venture in little time.
The staff across the organization have become more and more dependent on technology. One
of the main business requirements of IT is to ensure that it provides consistent, quality data
across the organization, at all times. Many of the healthcare providers at SickKids deliver care
to very complex and critical patients. If the clinical systems are down, clinicians will not have
access to vital information required to provide care to patients.
Business Situation Ensuring information availability ranks as a top priority for the IT Department.
“I look at the ways in which technology can transform and better the way in which we operate across the organization.”
Daniela Crivianu Gaita, VP IMT & CIO
The Hospital for Sick Children (SickKids) Toronto, Ontario, Canada
Case Study:
In order to compile a solid business case quickly and thoroughly, SickKids leveraged
their access to industry experts and research papers at Info-Tech Research Group to
ground their proposal, satisfy key success factors, and ensure prompt delivery of the
business proposal.
SolutionPartnering with Info-Tech Analysts to comb through fine details.
The IT Department built a business proposal based on Info-Tech research, which encompassed all key areas, and was grounded on a thorough analysis for Phase 2 of their Disaster Recovery Plan. The IT Department built a bullet proof plan within a relatively short time, submitted it for approval to the governing committee and feels confident that all aspects of such a complex project have been accounted for.
ResultsSubmitted, approved and implemented.
Regardless of an organization’s size, or the wealth of information they might already possess,
it is critical to collect feedback and validate proposals with subject-matter experts to improve
timeliness, quality, and value.
Critical InsightsComplementing in-house expertise with external experts.
Info-Tech's products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. Our practical approach is designed to have a clear and measurable impact on your organization's bottom line.
We serve over 24,000 IT professionals around the world. Since 1997, we have focused on making the work of IT leaders easier - and on helping them achieve greater personal and corporate success.
Need Help?Toll-Free: 1-888-670-8889
International: +1-519-432-3550
www.infotech.com
Info-Tech Research Group
Company: For over a 100 years,
Masonic Health System (MHS has been
bringing a better quality of life to
generations of people. The organization
operates a series of rehabilitation centers,
three retirement homes, and eight
hospice services.
Industry: Healthcare
Region: Charlton, Massachusetts, U.S.A
Company Size: 900 employees
Technology Profile: The software
ecosystem of MHS is quite varied, but the
databases are predominantly SQL. Core
applications are Microsoft based, with a
few Linux applications. In total, the
department runs approximately 40
different applications. Currently, MHS is
in process of moving their application
deployment system from vWorkspace to
Citrix.
Business Situation: The IT department handles
approximately 50 client facing help desk calls daily,
supports 900 company staff, assists 400 residents,
operates 720 events annually, and provides twenty-
four seven coverage for the therapists and hospice
units. Since the IT Department has only 13 staff, the
tasks have become extremely taxing on the
Department.
Challenge: The IT Department decided to outsource
appropriate services, as well as hosting of selective
applications to alleviate the pressures of day-to-day
activities. In order to do this efficiently, they needed to
decide what to outsource, shortlist vendors, and
negotiate contracts.
Solution: Analysts at Info-Tech helped the IT
Department identify that the “first call on help desk”
would yield the most value if outsourced, and selected
the ideal applications to be hosted externally. Info-
Tech helped MHS identify criteria for selecting
vendors, and helped them negotiate a deal 20% lower
than the price originally quoted by vendors.
Client Case StudyMasonic Health Systems leveraged Info-Tech
Research Group’s services in order to negotiate 20%
reductions in help-desk outsourcing contracts.
Masonic Health Systems88 Masonic Home RoadCharlton, Massachusetts
United States01507-1394
“Info-Tech Research Group has been extremely valuable. Our advisory calls with Info-Tech industry experts proved critical to the success of our negotiations with outsourcing vendors.”
Greg Abrams, VP IT
Masonic Health System
Charlton, Massachusetts
Case Study:
Leslie Dwight is CIO of Masonic Health System. She has 25+ years of experience in software product development in the fields of aging, education, finance, music, entertainment, and security. Ms. Dwight chairs the Deerfield, MA Ad Hoc Committee on Senior Housing, as well as being an advisor to the Franklin County Regional Housing Redevelopment Authority and Rural Development, Incorporated.
Executive Bio
The IT Department had to alleviate the stress on the IT Department without hiring on new
staff. They decided to outsource a few of their services, and externally host a few of their
application. But they were unsure what should be outsourced to attain maximum value, the
different dimensions for vendor evaluation, as well as how much should they pay for the
vendor’s services.
Challenge
Identifying solutions which will help the IT Department do more with less.
Within the last two years, the number of facilities have tripled, and the number of mobile staff
have jumped from 5 to 500. In addition, MHS has plans for further expansion in the very near
future. The IT Department takes care of all pieces of technology in the department and
handles 24/7 help desk calls. The 13 IT staff are overwhelmed, which has resulted in a high
staff turnover.
Business Situation
An understaffed and overworked IT Department.
“Our mission is to move to an organization that empowers elders to live independently wherever they live. They might live in one of our communities, or in their homes. You can only achieve that with technology.”
Leslie Dwight, CIO
Masonic Health System
Charlton, Massachusetts
David Chipp-Smith, Account ManagerInfo-Tech Research Group
“I am here to act as a ‘first responder’ for all client queries and needs. My role is not to satisfy the client, it is to amaze them.”
Case Study:
The IT Department consulted with Info-Tech Analysts who helped MHS identify their
key pain points. Info-Tech Analysts advised MHS to include first call on help desk into
their outsourcing contracts, because this would yield most value to MHS. After vendors
were shortlisted and contracts drawn up, MHS handed off the contracts to Info-Tech
Analysts. They tore the contract apart, compared them to industry standards, and
discovered that their vendors were tier three providers proposing tier one prices.
SolutionInfo-Tech contract review, and advisory calls with industry experts.
Info-Tech advised MHS that the vendor would not be able to provide them with tier one hosting services they required, but would satisfy their out-sourcing requirements. Backed by facts provided by Info-Tech, MHS easily re-designed the contract to better suit their needs. They selected a new vendor for hosting services and stayed with the current vendor for outsourcing. In addition, the contract review led to an immediate 20% reduction in proposed prices for all contracts.
ResultsOptimal outsourcing strategy, better contracts, and 20% reduction in prices.
Almost all contracts have room for negotiation. In order to negotiate a better deal and attain
more value, a business should identify exactly what they need and do not need from their
vendor. It always helps to have an experienced partner who has successfully negotiated prior
deals.
Critical InsightsSeek help when talking to your vendors.
Info-Tech's products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. Our practical approach is designed to have a clear and measurable impact on your organization's bottom line.
We serve over 24,000 IT professionals around the world. Since 1997, we have focused on making the work of IT leaders easier - and on helping them achieve greater personal and corporate success.
Need Help?Toll-Free: 1-888-670-8889
International: +1-519-432-3550
www.infotech.com
Info-Tech Research Group
Company: Dr. Charles Browne Fleet
founded C.B. Fleet Family of Companies
in 1869. Today, Fleet Laboratories
conducts business in more than 100
countries and is an industry leader in the
personal healthcare industry. C.B. Fleet’s
offerings include oral, skin, and feminine
care.
Industry: Manufacturing
Region: Lynchburg, Virginia
Company Size: 275+ workstations
Technology Profile: The IT Department
manages 89 different applications which
support the full business process. Their
core apps are SQL/ Microsoft based.
Business Situation: Fleet Laboratories’ operations
continue to expand thorough the the recession in
2008, and the subsequent economic slow down. The
IT department scrutinized their budget structure and
realized they needed a plan to control their
operational costs to assist the business during
expansion through an economic downturn.
Challenge: The IT Department decided to transition
to a system with usage based costs and lower
overhead costs. The transition would free up funds
and resources for big ticket items and strategic
projects.
Solution: The IT Department embarked on “Project
Freedom” which entailed moving 89% of their
infrastructure to the cloud, virtualizing 98% of their
applications, shifting their e-mail to Google, and
outsourcing 100% of help desk calls. The new
structure allows IT to seamlessly service the
business as it continues to expand and pay per
usage, rather than tying up IT mangers and funds for
daily ongoing activities.
Client Case StudyFleet Laboratories leveraged Info-Tech Research
Group’s services to shift 89% of their infrastructure to
the cloud and virtualize 98% of their applications.
Fleet Laboratories
4615 Murray Place
Lynchburg, Virginia
United States
24502
“Info-Tech Research Group
provides the best tactical, and
practical advice without a
doubt. When I needed to get
the rubber to the road, I went to
Info-Tech.”
Patricia Arthur,
Director of Global IT, Fleet Laboratories
Lynchburg, Virginia
Case Study:
The IT Department spent 75% of the IT budget on maintaining current services, and only 25%
of the budget on activities which advanced the business. With the change in the economic
climate and the business’ increasing demands, IT had to formulate a strategy which would
allow them to efficiently handle a larger volume of day-to-day tasks, while freeing time and
resources for IT managers to focus on key areas that drives business value.
Challenge
Re-allocating resources and shifting to the cloud.
After more than 130 years in business, C.B. Fleet continues to expand their operations through
their headquarters in Virginia, and key sites in England, Sweden, Spain and Singapore. The
business’s increasing requirements overwhelmed the IT Managers who had to spread their
time working on tasks, managing projects, and maintaining current services. The IT
Department wanted to alleviate the pressures of ongoing daily activities, and implement
systems which would reduce maintenance activities, so that the they could shift resources and
staff to strategic IT initiatives.
Business Situation Satisfying growing requirements during an economic downturn.
“I was absolutely floored when all the executives backed the initiative. When I got them on board, I knew this initiative is not going to slow down. I’m really happy about that.
Patricia Arthur,
Director of Global IT, Fleet Laboratories
Lynchburg, Virginia
C.B. Fleet reaches millions of customers each day through their global distribution networks.
Case Study:
The IT Department consulted with industry experts from Info-Tech Research Group and utilized Info-
Tech’s extensive research database to identify possible solutions. After much evaluation, IT decided to
move their infrastructure to the cloud, and find a host for their applications. IT continued to leverage their
ongoing relationship with Info-Tech to understand the practical implications, make tactical decisions,
select a vendor and negotiate contract terms.
SolutionInfo-Tech research on solutions, vendors, and implementation plans.
“Project Freedom” resulted in shifting of 89% of their infrastructure to the cloud, virtualizing 98% of their applications, and moving 100% of their e-mail to Google. The new structure allows IT to service the business seamlessly as it continues to expand, and to pay for services in accordance with usage. IT Managers shifted their time from managing daily activities and staff, to analyzing avenues for assisting the business’s expanding operations.
ResultsReapportion budget from maintenance to enhancement services.
Utilize standardized templates and guidelines to quickly and effectively build solid project proposals.
Well formulated plans encourage senior management buy-in, and greatly improve the success rates for
project implementation and adoption. In addition, collect early and continued input from key
stakeholders and industry experts to attain desired functionality, and results.
Critical InsightsGarnering the support of senior management greatly improves success rates.
Info-Tech's products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. Our practical approach is designed to have a clear and measurable impact on your organization's bottom line.
We serve over 24,000 IT professionals around the world. Since 1997, we have focused on making the work of IT leaders easier - and on helping them achieve greater personal and corporate success.
Need Help?Toll-Free: 1-888-670-8889
International: +1-519-432-3550
www.infotech.com
Info-Tech Research Group