Cisco CMR Hybrid extends Came Group’s telepresence

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Came Group is one of the world’s leaders in the fields of home and building automation, security for residential and industrial buildings, and parking management and access control for community environments such as large public spaces, squares and streets. The Italian company – founded in 1972 and headquartered in the province of Treviso – now has presence in 118 countries around the world, 1,400 employees, and an annual turnover of approximately €215 million.

The Challenge

Came Group is great at keeping people out. Its three companies are leaders in things such as electric doors, entry systems, and bollards. But its growth depends on letting people in. Like thousands of third-party installers around the world, the Group needs to make sure that the installers have full access to its experts. Before, this was done over the phone. But solving a problem on an audio call is not as easy as seeing it first-hand, which meant sometimes a customer had to wait until a Came Group expert could visit.

The phone was also useless for training and sales events, which meant Came Group had to pay for installers to attend them. With each of its 50 worldwide offices having at least a couple of meetings a year, that’s 100 events for thousands of people. On top of that, Came Group was eager to find a way to speed up decision-making.

The Solution

Came Group was already using Cisco TelePresence to hold meetings between units. So why not extend those video links outside the business? The challenge was to find a way of dealing with any endpoint, from a smartphone to an iPad. For this, the group chose Cisco Collaboration Meeting Rooms (CMR) Hybrid. The solution extends on-premise Cisco TelePresence sessions to include Cisco WebEx Meeting Center users from outside.

Cisco Product List for Came Group
  • Cisco WebEx
  • Cisco Collaboration Meeting Rooms Hybrid
  • Cisco TelePresence Video Communication Server Expressway
  • Cisco TelePresence Server
  • Cisco TelePresence Management Suite
  • Cisco Unified Communications Manager
  • Cisco Unified Presence Server
  • Cisco Jabber® for Windows
  • Cisco Jabber Guest

 

CMR Hybrid is enabled by a range of systems, including Cisco TelePresence Server and Cisco TelePresence Management Suite. At Came Group, those systems are hosted on Cisco Unified Computing SystemTM (UCS) servers. CMR Hybrid is also enabled by a subscription to Cisco WebEx Meeting Center. Dimension Data installed the solution.

Cristiano Bedin, infrastructure manager at Came Group, explains: “We chose Cisco because it was an enterprise-level system with stability, video quality, and added functions. And it integrates well with other apps like Microsoft Exchange and Outlook.”

The Benefits

Now, when installers have a problem, they just put a video call in to a Came Group local office. They can use any mobile device, from a smartphone to a laptop. Often the advisor can sort things out first time. If not, they can put the video call through to a head office expert. The end result is improved relationships, reputation, and customer retention.

“Problems are solved faster, so installers can complete more work. Our clients are happier. So they’re more likely to buy from us again,” says Massimiliano Tesser, CIO at Came Group.

At the same time, staff can provide advice without having to travel. So the company saves money. CMR Hybrid removes the need for installers to travel to events, saving cash and time. Came Group managers are also more productive. The chief executive, for instance, has been known to attend board meetings via video while on his way to visit customers.

“From a marketing perspective, using these tools means Came Group is seen as a modern company,” says Tesser, adding: “That adds value to the brand, even though we’ve more than 40 years of history.”

To get even more value out of its technology, Came Group is now looking to upgrade its switching and bring in Cisco Meraki cloud- managed Wi-Fi.

 

 

 

 

About Author

Gary Eastwood

Gary Eastwood has over 15 years of experience as a technology and business journalist and editor. He has held editorship positions on customer magazines for Microsoft, CSC, and EDF, as well as on B2B magazine Mobile Enterprise. He is the former Deputy Editor of Computer Business Review. In a freelance role, Gary has contributed numerous features and articles to a broad range of publications, including New Scientist, Computer Weekly, MIS, Marketing Week, Corporate Financier, Real Business, Wireless Business Review, and driven marketing communications projects for clients, such as Intel, the Confederation of British Industry, IBM, Logicalis, the Department of Trade & Innovation, and many others. Gary has written many white papers on a range of ITC subjects for Datamonitor. He is also an editorial photographer and business videographer, and has authored and ghost-written four books on photography. He is the Co-Director of EastwoodMiddleton Publishing, which provides contract/customer magazines for a growing list of clients, and publishes the B2B magazine for business leaders, Strategist.