A UPS is now a mandatory requirement for any company hoping to
protect critical applications such as email and web servers
When it comes to anticipating and satisfying a customer's power
management needs, Vern Roberts, an IBM COS project manager, is a
pro. The secret to his success: a thorough understanding of power
issues and solutions, an investment in active customer contact
programs and a dedicated follow-through effort.
Roberts, like many of his associates in IBM's Customised
Operational Services (COS) Division, is responsible for providing
IBM customers with a broad menu of IS related services. Those
services range from building and relocating data centers, to
cabling for local area networks (LANs), to specifying and
installing power management systems that include uninterruptible
power systems (UPSs) and automatic power monitoring and shutdown
software."I am sure most of my peers would agree that the ability
to integrate solutions that allow our customers to build and
fortify their total technology investment is no small effort," says
Roberts. It requires a commitment to becoming an expert on each
primary component that makes technology functional."To this end,
training programs offered by suppliers like Powerware Corporation,
which provides the power quality and reliability component for
networks and entire facilities, are extremely beneficial. Powerware
offers on-going training that covers technical product and service
overviews, integration methods using bundled UPS hardware, software
and cabling solutions for IBM Risc, AS/400 and LAN systems, account
development strategies and competitive analysis.While knowledge of
the entire systems environment is certainly important, it is only a
portion of what it takes to establish a position of leadership in
IBM service sales and customer satisfaction. It also takes a
proactive communications effort to educate and ensure that
customers are fully aware of all the products and services designed
to maintain and improve the performance of their technology
investments."You never know when a well-timed marketing effort will
uncover a major opportunity to respond to an important customer
need," said Roberts. Not long ago, Roberts initiated a direct mail
campaign to acquaint more than 600 AS/400 and RS/6000 customers
with Powerware Corporation's power management/protection solutions.
His mailing included an introductory letter that described the
expanding role of the UPS as a power monitoring and management
tool, sizing guidelines and associated pricing for a variety of IBM
applications and a mouse pad incentive."Even though AS/400 and
RS/5000 users wouldn't typically have a need for a UPS larger than
6kVA, the first response I received from my mailing was an inquiry
about a 75kVA unit. Uniden, an AS/400 customer who manufacturers
cellular telephones, was looking to replace an outdated unit with
an integrated power management system that could meet their current
capacity requirements, as well as accommodate future growth," said
Roberts. "Knowing that Powerware Corporation has a full product
line that ranges in size from 350VA to thousands of kVA and relying
on the training and technical support available to me, I was able
to offer my customer a turnkey solution that included the
installation of a new UPS as well as the disposal of their old
system."Like Vern and other COS managers are discovering, a well
grounded solutions orientation and an active account development
strategy can go a long way in uncovering needs, establishing
greater customer satisfaction and building a desired level of
referrals and repeat business.Powerware Corporation, formerly known
as Exide Electronics, designs and manufactures end-to-end power
protection and management solutions - many of which are deployed by
a broad range of businesses and institutions worldwide. Powerware
integrates a full line of uninterruptible power systems (UPS),
power management software and services, allowing customers to
manage power to increase the availability of enterprise-wide
systems. Its products are typically used in networking, PC,
financial, medical, industrial, voice and data communications,
military and aerospace applications - wherever continuous power is
required for daily operations.Powerware performance record dates
back to the early 1960s when the company began protecting the first
data centers. Since then, Powerware product development have
continued to meet the continuing evolution of information
technology, including such trends as the shift to networking,
technology convergence and web-based computing. The company was an
early adopter of mission-critical power protection for data centers
together with offering network power management.Powerware has a
large portfolio of power-protection products and is a member of the
Invensys Power Systems Division, a 2.3 billion company in the
controls and automation industry. The company's products address
multiple levels of power quality and availability requirements,
with solutions that range from basic power protection to advanced
power management.The company's hardware products include UPSs that
range in size from 300 volt amperes (VA) for personal computers to
greater than 1,000 kilovolt amperes (kVA) for data centers, server
farms, industrial applications and more. Network-connectivity
devices, extended battery cabinets, power distribution modules and
other power-related devices further enhance its hardware
offerings.Power management software and IT infrastructure
management software complete the company's product portfolio. Basic
power management software provides industry-standard monitoring,
alarm and shutdown capabilities. More advanced software packages
offer expansive data archiving, trending and regression analysis
tools with predictive capabilities. Powerware also has software
that can predict the type and timing of possible future events.
Powerware Global Services division offers customers a broad range
of service options. A large service and support team complements
Powerware technology. This allows the company to offer emergency
and preventative maintenance services. Powerware Global Services
has extensive archived data that enables service representatives to
quickly view customer records and accurately prepare for necessary
site visits. Combining this with remote monitoring capabilities
allows customers to make better use of Powerware technology.
Compiled by Paul Phillips( Exide Corporation