Q:chi helps The Celtic Manor Resort cut costs and improve service with IBM Lotus Notes and Domino

Published on 30-Sep-2009

Validated on 11 Feb 2014

"Thanks to the quality of the IBM Lotus Notes and Domino software and the great contribution made by Q:chi, this upgrade project has been a real all-round success. Standardising on Lotus Notes and Domino 8 gives us an email environment that is easy to manage and provides many enhanced features that will help to boost productivity for our employees." - Gary Cross, IT Consultant, The Celtic Manor Resort

Customer:
The Celtic Manor Resort

Industry:
Media & Entertainment

Deployment country:
United Kingdom

IBM Business Partner:
Q:chi

Overview

The Celtic Manor Resort is a luxury resort near Newport in South Wales, with two hotels, over 400 guest rooms and three golf courses – one of which will host the Ryder Cup in 2010. The resort is also home to one of Europe’s largest conference centres, with capacity for 1,500 delegates. The resort employs 600 people and has won numerous accolades for customer service – including five consecutive Egon Ronay awards for the best hotel in Wales.

Business need:
The Celtic Manor Resort wanted to simplify IT administration and improve Blackberry integration by upgrading to the latest version of IBM Lotus Notes and Domino. Support from its existing IT provider was inadequate, so the company needed a new provider.

Solution:
Q:chi, an IBM Business Partner, provided consultancy services to assess the requirements for the upgrade. The rollout of the new version was completed within just three days. Q:chi then provided The Celtic Manor Resort with ongoing support for Notes and Domino and BlackBerry Enterprise Server.

Benefits:
Q:chi maintains both the Lotus and the Blackberry infrastructures, simplifying support. Lotus Notes and Domino enhancements, such as message recall, boost productivity and help employees work more effectively.

Case Study

The Celtic Manor Resort is a luxury resort near Newport in South Wales, with two hotels, over 400 guest rooms and three golf courses – one of which will host the Ryder Cup in 2010. The resort is also home to one of Europe’s largest conference centres, with capacity for 1,500 delegates. The resort employs 600 people and has won numerous accolades for customer service – including five consecutive Egon Ronay awards for the best hotel in Wales.

Like most modern organisations, the resort relies heavily on email for both internal and external communications. With just four people in its IT team, it is vital for the email system to be easy to manage and require little maintenance; for this reason, the resort has been a long-term user of IBM Lotus Notes and Domino.

“We first implemented a Lotus email system about seven years ago, and have been very satisfied with its performance and reliability,” says Gary Cross, IT Consultant at The Celtic Manor Resort. “When Lotus Notes and Domino 8 became available, we were very keen to upgrade – particularly because we have around 30 Blackberry users, and we wanted to take advantage of the enhanced integration features.”

Finding a new supplier

The in-house IT team wanted experienced consultants to help with the upgrade – and feared that its existing supplier was not sufficiently skilled.

“We had a mixture of different versions of the Lotus Notes client and we had experienced some inadequate service from our incumbent supplier, so we decided it was time for a change,” says Gary Cross. “We began searching for IBM Business Partners with the right expertise, and found Q:chi. When we met them we were impressed with their skills and experience around Lotus technologies, and since they were located nearby in Swindon, we knew we could get them on-site quickly when we needed them.”

Greg Evans, Director at Q:chi, comments: “When The Celtic Manor Resort contacted Q:chi, we welcomed the opportunity to assist with the consolidation of their environment, offer best-practice advice and support, and help reduce costs. The Celtic Manor Resort was dissatisfied with its previous supplier and its Lotus Notes and Domino upgrade had been left incomplete, so this was an extra incentive for Q:chi to provide the best possible service.

“Along with helping to upgrade and stabilise the email and BlackBerry infrastructure in the build-up to the Ryder Cup, the Q:chi team has developed a full understanding of the IT environment. This enables us to provide responsive and effective support, and also reduces the overall support requirement, as systems run with fewer problems. Overall, we feel a strong working relationship has been built between Q:chi and The Celtic Manor Resort – and long may this continue.”

Cutting costs

Q:chi performed a day of consulting to review the existing Lotus Notes and Domino landscape and gather requirements for the upgrade. After obtaining the correct software licences from IBM, the consultants then spent three days implementing and rolling out the new version to 200 users across the organisation. Q:chi opted to consolidate Lotus Domino and the BlackBerry Enterprise Server onto the same physical server, which reduced costs for licensing, power consumption and hardware.

A fruitful collaboration

Q:chi also took over management of the resort’s Blackberry Enterprise Server environment and its integration with Lotus Domino. With a single supplier supporting both systems, the in-house IT team has a simple support path and is able to resolve issues more quickly. By consolidating the Lotus Domino Server and Blackberry Enterprise Server onto the same hardware, administration has been simplified and reliability improved. Q:chi offers a combination of excellent technical skills and rapid support response to assist The Celtic Manor Resort as quickly as possible.

“Both the Lotus Domino and the BlackBerry servers are now stable and reliable, but it’s reassuring to know that if anything does go wrong we can raise and track tickets in Q:chi’s support system – and we usually get a quick response,” comments Gary Cross.

All-round success

With the day-to-day management of the system under control, the IT team at The Celtic Manor Resort can focus on improving its service to users – helping them get the most out of the new features in Lotus Notes and Domino 8.

“The Message Recall function in Domino 8 is very useful – if an email is sent in error, the user can get it back before the recipient reads it, which can help to avoid all sorts of problems and embarrassing situations!”

He concludes: “Thanks to the quality of the IBM Lotus Notes and Domino software and the great contribution made by Q:chi, this upgrade project has been a real all-round success. Standardising on Lotus Notes and Domino 8 gives us an email environment that is easy to manage and provides many enhanced features that will help to boost productivity for our employees.”

Products and services used

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

Software:
IBM Notes, IBM Domino

Legal Information

IBM United Kingdom Limited PO Box 41 North Harbour Portsmouth Hampshire PO6 3AU The IBM home page can be found at ibm.com IBM, the IBM logo, ibm.com, Domino, iNotes, Lotus and Notes are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of other IBM trademarks is available on the Web at “Copyright and trademark information” at http://www.ibm.com/legal/copytrade.shtml. Other company, product or service names may be trademarks or service marks of others. IBM and Q:chi are separate companies and each is responsible for its own products. Neither IBM nor Q:chi makes any warranties, express or implied, concerning the other’s products. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBM’s product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. © Copyright IBM Corp. 2009. All rights reserved.