Sennheiser

Orchestrates deep knowledge base support and online collaboration

Published on 25-Oct-2010

Validated on 13 Dec 2013

"The collaboration platform connects team members with customers and partners. Global RF specialists have a solution for working together around the world. " - Klaus Höling, director of IT and group CIO, Sennheiser electronic GmbH & Co. KG

Customer:
Sennheiser

Industry:
Electronics

Deployment country:
Germany

Solution:
Selected Business Solution (sBS), Cloud Computing, Collaborative Innovation, Dynamic Infrastructure, Enterprise Content Management, Cloud & Service Management, Service Management, Smart Work, Smarter Planet, Social Business for Customer Service

Smarter Planet:
Smart Work

Overview

Sennheiser is a leading manufacturer of microphones, headphones and sound systems.

Business need:
The company wanted a solution that would enable its representatives to help audio engineers prepare for concerts and solve problems fast. The company’s team members needed instant access to a performer’s equip­ment requirements and a venue’s technical specifications, as well as the ability to initiate online collaboration with a global team of audio experts.

Solution:
Implementing a suite of IBM and IBM Business Partner GIS software solutions enabled the company to build global collaboration among customer support representatives, audio engineers and global experts. Using the solution, the company started to build knowledge bases.

Benefits:
• Transforms a large quantity of technical data about performers and venues into an easily accessible knowledge base that can help solve problems rapidly—and help live music events run more smoothly • Collects detailed information on the equipment requirements of performers and on technical specifications for global venues

Case Study

Sennheiser

Wennebostel, Germany
Electronics
www.sennheiser.com

Solution Components
• IBM Lotus® Quickr®; IBM Lotus Connections; IBM Lotus Sametime®; IBM Lotus Notes®; IBM WebSphere® Portal; IBM OmniFind®; IBM LotusLive™
• IBM Business Partner GIS

Sennheiser is a leading manufacturer of microphones, headphones and sound systems.

The Need
The company wanted a solution that would enable its representatives to help audio engineers prepare for concerts and solve problems fast. The company’s team members needed instant access to a performer’s equipment requirements and a venue’s technical specifications, as well as the ability to initiate online collaboration with a global team of audio experts. In addition Global Radio Frequency (RF) specialists have to assist
broadcasters in using the client’s gears.

The Solution
Implementing a suite of IBM and IBM Business Partner GIS software solutions enabled the company to build global collaboration among customer support representatives, audio engineers and global experts. Using the solution, the company started to build knowledge bases. Team members can now instantly access detailed information about a performer’s equipment requirements and a venue’s technical specifications. Global RF specialists exchange their knowledge over blogs and wikis around the world.

What Makes it Smarter
• Transforms a large quantity of technical data about performers and venues into an easily accessible knowledge base that can help solve
problems rapidly—and help live music events run more smoothly
• Collects detailed information on the equipment requirements of performers and on technical specifications for global venues
• Connects the company’s global relationship managers with information by providing access to online web conferences, instant messaging, teamrooms and an extensive knowledge base
• Links senior RF specialists with beginners to retain knowledge within the company

“The collaboration platform connects team members with customers and partners. Global RF specialists have a solution for working together around the world.” — Klaus Höling, director of IT and group CIO, Sennheiser electronic GmbH & Co. KG

For more information
Please contact your IBM sales representative or IBM Business Partner.
Visit us at:

ibm.com/electronics

Products and services used

IBM products and services that were used in this case study.

Software:
Lotus Quickr, Lotus Connections, Lotus Sametime, Lotus Notes, WebSphere Portal, OmniFind Enterprise Edition, IBM Connections

Legal Information

© Copyright IBM Corporation 2010 IBM Corporation 1 New Orchard Road Armonk, NY 10504 U.S.A. Produced in the United States of America October 2010 All Rights Reserved IBM, the IBM logo, ibm.com, Let’s Build A Smarter Planet, Smarter Planet, and the planet icons are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. LOC14235-USEN-00