An American Bank holding company had an outsourced Help Desk that was “broken” because they could not physically answer all of the calls they were getting. Mr. Anderson proposed and worked with Bank technology leadership to develop a solution and a business case that would transform IT Support to be more of an enabler for their core business with the goals of driving calls to chats. Mr. Anderson proposed a Cloud-based Managed Watson Chat Service integrated to the Bank’s ServiceNow infrastructure to provide cognitive IT Support to end users anytime and anywhere.
The customer solution story was one of the top events at IBM’s THINK 2020 virtual conference driving the attendance of over 3,000 of IBM’s customers.
Cummins’ Powersweep project spanned over 20 countries and hundreds of locations. During the first project, envisioned and lead by Mr. Anderson, the delivery team won the President’s Award as one of the most cost saving projects at Cummins for that year. This project was worth over $30 Million to IBM and saved the customer over $20 Million.
An American multinational investment bank and financial services company needed to deploy over 6,000 iPads to their branches to help facilitate customer greeting and financial services sign-up. Mr. Anderson designed and sold the solution to deploy and support the devices. This was the first Apple solution sold by IBM as a part of the Apple/IBM strategic partnership. The service featured a cloud-based management service, hardware, software and accessories along with the services to deploy, manage and support the devices.
An American multinational investment bank and financial services company needed a provider that could help them get a handle on replacing their aging mobile cellular fleet while driving wireless expense costs down. Mr. Anderson led a team of people to design and sell this global solution that was worth over $11 Million to IBM and would drive millions of dollars of savings for the customer. The service featured a cloud-based management service customized to manage the deployment and support of the devices globally.
The Challenge
After utilizing a mobility management provider for nearly 20 years, the mobility environment became increasingly complex and their provider simply could not accommodate the dynamic nature of mobility in today’s business environment. The old provider was unable to execute the following initiatives: a global cellular device migration, mobile solution modernization, expense management and global service and support.
The Solution
IBM provided a single cloud-based Software as a Service services portal for users and administrators across 26,000 global devices and 32 different carriers. Through a single point of contact, the customer has visibility into global devices and expenses with 80% of total lines transitioned within 90 days.
The Results
For the first time, the customer will have the opportunity to have 100 percent global visibility into the mobility program in one location. This provides an ease of reporting that was not previously possible. Additionally, there was be a single portal for all locations and departments of the company rather than having independent portals based on city or country. Increased visibility and increased access will be provided through this central hub.
Besides this, the customer was shown over $1M in savings per year during the life of the contract.
Jeff Anderson 