The Science Behind the Success of Abbie's Global, Cisco Unified Communications and Collaboration Environment
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Abbvie is a pharmaceutical company with 28,000 employees in over 70 countries. It was spun off from Abbott Labs in 2013 and was directed to move quickly like a startup despite its large infrastructure. It deployed 3 new video platforms and 500 new endpoints to support 4000 Jabber video users. By using Vyopta's monitoring and analytics software, Abbvie was able to make data-driven decisions, get proactive about issues, and save $3 million and 85,000 hours of international travel in 2016 by improving quality, optimizing resources, and gaining a unified view of its video infrastructure performance.
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The Science Behind the Success of Abbie's Global, Cisco Unified Communications and Collaboration Environment
- 2. Jacob Borgeson Product Marketing Regan Earl Collaboration Architect
- 7. Upgrade w/ Partners Upgrade solo Replace with Partners Rip and Replace Solo Personnel & Money Infrastructure & Endpoints
- 9. 28,000Employees in 70+ Countries 30+million Patients in 170+ countries treated by Abbvie Medicines $22.8 B 2015 Revenue 21 Research and manufacturing facilities $3.6B R&D Spend 20 New drugs pending approval by 2020
- 10. A Short History of Abbvie 1. Spun off Abbott Labs in 2013. • Inherited 125 year old company systems and infrastructure. 2. Directed to “move like a startup.” • Had to move fast, yet Collaboration is not priority #1. 3. Video was a white-glove, executive-only function. • Small team for scheduling and support.
- 16. Deployed 3 New Platforms Added 500 New HW Endpoints 4000 JabberVideo users Vyopta Impact: 1. If you cannot measure it, you cannot manage it. 2. Data driven decisions; executives, expansion, purchsasing. 3. Got Proactive. Saved $3M & 85K hours for international travel in 2016
- 18. Improve Quality Optimize Resources Real time monitor and alerts to identify/resolve issues Analytics to track and diagnose past performance Adoption: analytics to identify growth opportunities Utilization: insights to optimize resource allocation Capacity: data to improve investment decisions Unified View Powerful, intuitive, easy to use multi-vendor monitoring vAnalytics fromVyopta
- 19. Questions? Sign Up: UC Assessment
Hinweis der Redaktion
- Hi, thanks for joining today. For those of you who haven’t attended a Vyopta Webinar yet, what we do here is bring our customers forward to tell a story of how they accomplished a huge task in video collaboration such as a migration, dramatic increase in adoption, or a redesign of their collaboration. Today we are starting to call this – The Science Behind Series. This month’s highlight customer story is Abbvie and how they optimized a Cisco Video Collaboration network for a large global, Fortune 500 company. It should be about 30 minutes of discussion and then time for Q&A at the end. You can type in questions at any time, and we will periodically be sending out polls for various questions. You can also download the slides, a Vyopta datasheet, and a free Vyopta content offer in the Handouts section.
- So this is who is talking. I am Jacob, I have been at Vyopta for a couple years doing Product and Marketing. Our main star today is Regan Earl from Abbvie. He has been a leader and architect for their collaboration team for a few years and he has been working in collaboration for about a decade.
- So, the theme of today is technology migrations. We have helped dozens of the worlds largest companies go through everything from simple upgrades to wholesale replacements of their collaboration platform. We have picked up a few helpful tips along the way. Normally, companies will go through an evolution as pictured here, but sometimes an event will trigger a large leap forwards. This could be a merger, a corporate restructuring, new C-level officer, or even being spun off – like today. I will address some of the key challenges in this type of migration. A customer usually comes in with a very aggressive goal to replace or dramatically overhaul their collaboration; they have limited time and resources and are maybe a bit stressed because they don’t have any real data they trust about their current usage and performance of any legacy systems. Then the main part of the presentation is Regan discussing the specific journey of Abbvie. At the end we will have Q&A.
- Choosing to migrate or replace is a big decision. First, you want to look at your goals. Be serious and look for measurable goals that are also specific. Some impacts of video just aren’t measurable. It doesn’t mean they can’t be goals, but it does mean you have to acknowledge up front that you won’t really be able to measure them – innovation and productivity are examples of these types of goals. Measurable goals could be travel reduction, and hours saved. Next, after you set your expected outputs, you have to take a hard look at resources like network, rooms aka facilities, the people resources, and what resources you have external to your company like integrators, consultants, partners and resellers. The biggest resource you need to be concerned with is budget. Budget is the primary factor in determining whether you are in a migration project or a replacement project.
- After you have outlined your budget and timeframe, you need to look at your starting point. Most companies have some legacy endpoints or infrastructure. The next biggest resource is your existing video collaboration environment. Chances are it is a few high dollar conference rooms that were built something like this for executive meetings. These rooms were not only costly to build, but they were resource hogs in terms of support, scheduling, and white glove service personnel. They probably are not very user friendly and they also do not work well with other technologies for far end users! Finally, they probably required dedicated network infrastructure. ISDNs or specifically dedicated branches may have been built out of your network to ensure the high bandwidth and quality needs.
- New collaboration is completely different. The goals here are not only to help executives be more productive, but to increase the efficiency and innovation for every employee. This means it has to be everywhere in a much larger percentage of conference rooms and even on every personal computer or phone. In order to scale this way, the capability has to be much cheaper in every way; from bandwidth requirements to hardware and facilities A/V setup. In addition, to grow adoption, new collaboration tools must have a single, consistent user experience no matter what form of communication is happening (audio, video, chat, sharing, etc.). It must also leverage new IT infrastructure so that it is scalable and efficient and can grow easily with usage. Older technologies forced you to buy in large chunks even when you didn’t know exactly how much you needed under multi-year contracts. This is not a model that works in modern collaboration.
- If you have a lot of time and money – you can build your own network from scratch, and also if you don’t have a ton of existing investment. Note, you may not need to replace anything at all if you are a brand new startup. The challenges of ripping and replacing is that you have a lot more work to do on deployment, training, and it is generally more expensive. If you have less expertise or people on your team, it is generally a very good idea to leverage a partner. Most vendors are also very good partners that will include a lot of help as part of the sales process as well. Cisco is excellent at this particular aspect. Regan can talk more about their partnership.
- Here is where we
- Abbvie is a large company, but we have the IT mentality of a smaller, more agile company. With 28,000 employees and nearly 23B in revenue, Abbvie is firmly in the Fortune 500. Our products are critical to the health of millions of people around the globe, and innovation is critical to our competitive nature as a company. We spend a lot on R&D.
- Abbvie was created in 2013 as a spinoff of Abbot Labs – which is a 125 year old company that has been creating pharmaceuticals and medical technology for a long time. One of the key ideas behind spinning off the pharmaceutical portion of the company was to enable us to accelerate the development and innovation process. A key idea behind that was to enable the different lab teams at over 20 facilities around the world to communicate and share ideas more effectively. However, even though this is highly focused on collaboration to enable, collaboration comes in behind security, finance, and operations when spinning off a new company. As it should. Finally, all the existing video collaboration at the company was outdated, white-glove, and executive. The good part of this is that we already had a small team of support personnel for L3 issues.
- So, what specifically were the goals for collaboration? These goals are usually generic and hard to measure; like reducing travel, increasing productivity, being more innovative, move faster, etc. Our became a little more granular – we had a campaign and metrics for actually measuring travel reduction. The innovation part is still there, but we did get a bit more specific around which offices we want to specifically want to motivate and connect. A big goal was to get every employee able to use all the tools that we had. This of course, is pretty difficult and requires a lot of cooperation between HR and IT. Finally, we wanted to simplify the tools we have. We currently use 3 major platforms Avaya, Sharepoint (Office), and Cisco for video and chat.
- Our first challenge was scoping what exactly we had in place to support newer forms of collaboration. A huge part of that is the network. We had some old stuff do deal with! We also had a couple dozen existing endpoints. We didn’t want to just scrap them; because we didn’t have time and because we didn’t want to degrade the experience for the few early adopters of video that we had. So we knew we needed to keep those up and running thorughout this transition. Finally, we had very few employees that were experienced at video collaboration at all. So we knew a big part of our job would be training and providing resources to onboard over 20,000 new users in a relatively short period of time.
- Which brings me to my next point – time. We had to make the company ready to stand alone in a pretty short period once the decision was made. This involved accurately gathering user needs across a lot of different jobs, countries, and departments. A very diverse group of people. Maybe you are thinking “sounds like a job for video meetings,” and you are probably right. Unfortunately, we didn’t have a lot of that, obviously! The second part of this was that it didn’t give us a lot of time to run network diagnostics, and the network team had higher priority issues as I mentioned before. Third, we didn’t have a lot of data about how and what was actually being used for collaboration by the teams that we were interested in. This combined with the lack of experienced users made it hard to gauge where we should prioritize our time. Finally, we knew there were gaps in overlaps in the technologies we had already, but it was tough to say what was implemented and set up properly across our entire network.
- Fewer issues with single vendor Tell a story about the old job with multi-vendor environment.
- The solution we ended up going with was choosing Cisco for Telepresence, Call Manager, Jabber Video for desktop, and WebEx for sharing and video. We did this because speed was our primary requirement and choosing a single vendor enabled us to move faster as there was one point of contact for all our technologies. In addition, Cisco has the broadest portfolio of solutions, and our current video was already Cisco. They also provided excellent support for not only deploying the technologies, but they had good material we could use as a basis for creating our user-facing documentation. However, what we didn’t get from Cisco was a great tool for monitoring and reporting on usage so that we could stay agile during the transition. This is where Vyopta really came through.
- $3M in travel reduction
- Sample questions: Did video displace audio? - Survey attachments - Add URL to slide