Hyundai Oilbank, the global energy company, which refines and provides 390 thousand barrels of crude oil for domestic and overseas markets, changed its communication environment in early 2011. It combined its communication channels including
email, messenger and phones, which had been separated, under the United Communication (UC). In the past, users had difficulties in communicating with anyone they want, in manner they want and anytime. This is because services were separated technically and
users were not positive to use the internal communication tool like messenger as well. Hyundai Oilbank had found a solution from ‘integration’ while driving the UC pilot project. It introduced Microsoft’s UC solution to link closely to its Active Directory
infrastructure and enabled UC services to be available on the user-friendly tool including Office communicator and Outlook. This made the usage of messenger raised from 20-30% to 100% and new organizational culture, where online conference and collaboration
are processed in real time, rooted.
Hyundai Oilbank, which had used email and its internal messenger mainly for a long time, has been looking forward to new manner of communication while facing some challenges.
What it has to improve urgently is the low use of messenger. It introduced the messenger from A company across the enterprise in the mid of 2000. The messenger is essential tool to the energy firm, because it is used for oil transaction and business conference
between domestic and overseas branches.
Despite its importance, the usage of internal messenger is low. Those who use frequently messenger for the purpose of business were usually using outer messengers including Yahoo, etc.
Regarding this, Byeonggwon Kim, Manager of Hyundai Oilbank, said, “The usage of our existing messenger remains 20~30 percent.” He added, “What login users mainly use is the SMS service that they can send text message immediately on messenger client.
To heighten its usage, the company forced the messenger to be logged in when the desktop was turned on. That was translated into another problem. Some users have seen the PC slow down or failure due to program conflicts.
In the meantime, Hyundai Oilbank met the opportunity of driving pilot project for UC-related proof of concept in 2010. Mr. Kim said, “We worked with Microsoft Korea to hold a pilot project of providing trial UC service including integration of voice phone
and messenger, multi-to-multi conference and remote control to about 30 users. Through this we found the basic concept of UC and Microsoft Solution’s basic frame.”
Hyundai Oilbank drove the project during the period of two months from November to December, 2011. In this implementation project, Webplus, one of the partners of Microsoft Korea, participated.
Webplus started to configure system by analyzing Hyundai’s requirements. It decided to place Microsoft Office Communications Server 2007 R2 on the level of server and proceeding with adding SharePoint server in the future. And Microsoft Office communicator
2007 R2 was deployed in the client environment, which is not performed at the separate program level.
The company decided to upgrade its operating system this time, because it had elevated its desktop environment to the latest version for recent years. Therefore the image of Communicator 2007 R2 preinstalled on Windows 7 was deployed on clients.
It provided nothing except a headset as an individual device for UC. This is because Hyundai Oilbank’s information workers are mostly using notebook, whose notebooks have webcam inside. Therefore the company only distributed Plantronics headsets to their
users for preparation in the devices level.
The collaboration between systems is divided into seven points of user authentication, SMS, note, mail, online real-time news and portal. For more specific to key implementation direction by point, firstly, its existing messenger, though Hyundai Oilbank
has the Active Directory foundation, required the separate account management, because the concept of Single Sign-On (SSO) was not applied. To solve this problem, in this project, Active Directory infrastructure and UC foundation was connected. For SMS, this
enables users to send text message to others on the screen of Communicator 2007 R2.
For the connection to email, this enables users to view their mails on the window of Communicator 2007 R2. Webplus set the mails of three or four days to be viewed at first, but reduced it to a day, because the program itself was too heavy and the screen
was too complicated.
In addition, to allow users to use UC more conveniently, Exchange Server 2010 and Office Communications Server 2007 R2 was integrated. This enabled the features like phone logs write, missed call write and the party’s information read to be applied to Outlook.
For users’ convenience, when the call is coming, the telephone and Communicator 2007 R2 are set to be both ringing. This made users respond with one out of telephone or headset they want.
Hyundai Oilbank plans to implement the team site through Microsoft SharePoint Server 2010 in the second half of 2010. Its first step is the enterprise-wide deployment of the site related to the ‘gas station field trip program,’ which its employees have to
learn, within May, 2011. The company designed this site to enable applying for employment, entering daily records of onsite employment and viewing a variety of information, and plans to test the connection scenario of UC and collaboration.
100% of messenger usage through the connection of UC to business
77% of the initial user satisfaction
UC is a breakthrough in getting the communication activated across the global business network of Hyundai Oilbank. Mr. Kim said, “In the past, a lot of desktops remained unlogged in. Average 20-30 percent of users used to log in, but now it has increased
What increased is not just the number of login users, but also the service proportionally. Mr. Kim said, “More than 77% of respondents were satisfied with that according to the survey after the system opened. We expect to increase the satisfaction when completing
the integration of UC to the outer messengers such as Yahoo and MSN for those who require outer messengers by nature of their business.”
Established online conference culture
It is predicted that the online conference will be established at the level of team, department and individuals across the enterprise. These changes are witnessed across the business site.
Mr. Kim said, “In case of crude oil goods team, the domestic and overseas workers used to have a meeting. After opening UC, crude oil goods team in headquarters holds a multi-to-multi conference, where the personnel in Dubai and Shanghai participate on Communicator
Those who had experienced the multi-to-multi conference agreed that the function of inviting to conference is so convenient. This means that line-of-business users found that Conferencing Attendant, one of the remarkable video and audio collaboration features
in Microsoft Office Communications Server 2007 R2, is so usable.
Even a small function like inviting to conference gives functional convenience, which is translating into higher quality of conference. Other internal or external staff related to the matter can be invited to the conference which two members initiated, if
needed through the Communicator 2007 R2, which makes the conference much efficient.
Uninterruptible communication is also one of users’ favorite functions. Mr. Kim said, “I check for missed calls when returning to my desk after meeting. And then I can contact the caller with phone or messenger if the he is at the office, or with cell phone
if out of the office, after checking the caller’s status information.”
Besides, Mr. Kim pointed call forwarding as an example of the interruptible communication. Mr. Kim said, “If an urgent matter has come up and requires my going out during conference with phone or headset, forwarding the call to the cell phone enables me
to keep calling.” He added, “multi-to-multi conference and call forwarding functions help us keep communicating without interruption.”
Streamlined co-producing documents
To be able to see the status information of users across the enterprise is one of the key effects from UC. It is not just limited to the area of communication, but is expanded to the real business processing.
Hyundai Oilbank refers to the user status information not only in case of communication, but also writing documents. When co-producing documents, they can communicate to each other on the Word right away instead of checking the status information of co-writers
in Communicator 2007 R2.
Easy helpdesk support
UC has changed the desktop-related technical support business as well. Mr. Kim said, “Once, a corporate official in Singapore made an inquiry of the desktop failure via messenger. I floated the screen to inform how to solve his problem through the desktop
sharing. He seemed very astonished.” He said, “I think the ability of helpdesk processing without a dedicated remote support solution is one of the key benefits of introducing Microsoft Office Communication Server 2007 R2.”
Easy to integrate communication between members of the group
Hyundai Oilbank became a member of Hyundai Heavy Industries group in 2010. The group has embodied the group-wide IT strategy including integrated datacenter implementation as of 2011. It is the case to communication. Through this implementation of UC foundation,
Hyundai Oilbank is able to solve it simply if the connection between organizations related to the future communication is needed. Mr. Kim said, “Since Hyundai Heavy Industries also has the Microsoft solution-based UC environment, we expect to be easy to perform
communication integration between organizations only in a connection authentication between two companies.”
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