offerings - comm-works · why warranty matters ... interactive voice response (ivr) can provide...

O F F E R I N G S

W W W . C O M M - W O R K S . C O M

ContentsStructured Cabling ..........................................................................4

Wireless .........................................................................................5

Voice ..............................................................................................6

Hosted Voice .................................................................................. 7

Cloud & Managed Services ...........................................................8-9

Video Surveillance ....................................................................10-11

Compliance .............................................................................12-13

Project Management ...............................................................14-15

Lifecycle ..................................................................................16-17

Staging Services ...........................................................................18

New Store ....................................................................................19

Franchise .................................................................................20-21

Staff Augmentation ....................................................................... 22

Financial .............................................................................. 23-24

About Us ................................................................................... 25

3

1.800.853.8090 www.comm-works.com

Structured CablingComm-Works’ Structured Cabling offer is unique in the industry. Rather than simply installing cabling, we wrap the value in a combination of engineering, quality products and services. Our Comm-Works team is made up of Building Industry Consulting Service International (BICSI) Certified Registered Communications Distribution Designers (RCDDs) who are experts at assessing and designing communication infrastructures. We focus on our customers’ needs for throughput and performance, while guiding them to a solution that is built for their current and future needs.

RECOMMENDEDVoIP/Gig/WirelessCW Limited Lifetime* WarrantyCW Maintenance

VALUE +Data/WirelessCW Limited Lifetime* WarrantyCW Maintenance

VALUE Basic DataManufacturer WarrantyNo Maintenance

Applications FocusIn order to create a resilient structured cabling design, we thoroughly assess your needs. Understanding the type of data that will be transmitted across your wired (and wireless) networks, is the key to building an efficient infrastructure. For example, systems running VoIP telephone service--even hosted--may experience quality issues that become difficult to diagnose and resolve, unless the underlying structured cabling subsystem is correctly designed and implemented. Comm-Works implementation process is exceptional. Our technicians are not only trained to install the infrastructure design preciously, but they are trained to extract cabling no longer in use. While other companies will run wires over previously installed cabling, Comm-Works does the job thoroughly.

Why Warranty MattersWe work with numerous manufacturers, each offering different warranty levels for their structured cabling products. While most cabling products offer a lifetime warranty, there are installation specifications and maintenance that need to be followed in order for this warranty to be valid. Our CW maintenance program supplements your warranty by ensuring all changes are well documented and photographed, providing ample evidence for the equipment manufacturer.

Key Components

• Quality Products• Assessment & Engineering• Implementation• Warranty• Maintenance• Project Management• Documented Cable Mgmt• 24/7/365 Support

Lifecycle

• Consultation • Site Survey• Design/Engineering• Procurement • Installation • Certification • Maintenance

We Offer

• Cat5• Cat5e• Cat6• Cat6a• Cat7• Single Mode (SM) and

Multimode (MM) Fiber

4


WirelessWireless LAN (WLAN or WiFi) has become a mainstay of business, particularly within the retail business. It is required to support mobile devices, such as, inventory bar code readers and tablets, as well as providing support for guest wireless services. According to an article posted on Elite Telecom, 1 in 10 guests will leave an establishment if there is no free WiFi. Cisco also conducted a study of 620 US Mobile users and determined that 70% use public hot spots, with 57% doing so on a weekly basis.

Why Does Security Matter?Security means ensuring that unauthorized (i.e. non-paying) consumers are not taking free bandwidth, potentially at the expense of paying customers. In addition, it is important that employees do not have an open portal to sensitive company information, such as data feeds from POS terminals, card readers, tablets, or other devices connected anywhere within your network. Comm-Works Wireless solutions ensure:

• Proactive malicious activity reporting, with no manual inspection required• Accurate automated device / threat classification• Automated threat prevention and reporting• BYOD on-boarding and policy enforcement • Real-time troubleshooting and analysis• WAPs may be WiFi, WIPs only, or WiFi plus WIPS • Multiple virtual networks may be established on WAPs to separate company and guest traffic

PCI and HIPAA are Part of SecurityThe Payment Card Industry (PCI) and Health Insurance Portability and Accountability Act (HIPAA) govern the security of card payments and sensitive customer information. No matter the network type, wired or wireless, compliance is a highly critical issue to all retail and healthcare organizations. The Comm-Works Wireless solution supports compliance by:

• Continuous scanning and reporting of all WAPs for rogue traffic and unauthorized APs (access points – these could even be created on a mobile device.)

• Ability to maintain up-to-date wireless device inventory as recommended by the PCI Council • Automatic blocking of threatening devices • Location tracking capability to physically track down unauthorized or threatening access attempts • Scheduled and on-demand PCI report generation

Management - Having all sites on the same wireless technology with centralized management helps control costs.

Functionality –What applications or devices will run across the WiFi network? Guest Wireless? Social Media integration?

Security – Passwords are not enough. The network must be engineered for security from the start.

Social Analytics - Leverage knowledge of customers to boost loyalty programs and in-store sales.

Bandwidth – A combination of the number and type of Wireless Access Points (WAPS), radios within the WAPS and broadband connectivity.

Increased productivity, efficiency and responsiveness.

Key Components

• Wireless Assessment• Wireless Access Points

(WAPs), including n and ac• Wireless Intrusion Prevention

(WIPs)• Social Media Integration• Guest Wireless Classification• Traffic Management• Generate Foot Traffic• Understand Your Customers • Drive Sales • Annual Wireless Health

Checks

We Offer

• WiFi• LTE (4G)• NFC• Mobile PoS• Inventory Mgmt

Lifecycle

• Consultation/Site Survey• Assessment/Project Planning • Procurement/Staging• Deployment/Installation • Maintenance

5

Mobility - Employees are able to use cell phones. Calls/Voicemail are still maintained to ensure security and compliance. Mobile apps may make “free” calls using WiFi. Apps show presence of other users.

Locations - Having all sites on the same phone system helps control costs. Calls between locations are “on-net” and do not incur charges. Sites may share Automated Attendant and call coverage services.

Call Center - Calls may be routed by time of day or language skills to provide superior customer service. Agents do not need to be in the same office. Interactive Voice Response (IVR) can provide efficient, customer friendly routing and reports.


VoiceFor many years, Comm-Works has built strategic partnerships to offer our customers exclusive premise-based voice solutions. When recommending solutions, we consider the quality and the Total Cost of Ownership scores (based upon third party verification). Our solutions can be customized to fit your needs, whether you have a combination of digital, IP, or SIP phones; with as few as 4-5 telephones or as many as 2,000 we have a system that is perfect for you.

For retail customers with many locations, our voice options can be configured in a Small Community Network (SCN) to provide connectivity and seamless communications between locations. This means that extension to extension calling is available “on-net” even when the locations are across the country or around the world.

Our voice solutions are also offered as a Managed Solution, where Comm-Works does all MAC work, or as a fully-hosted cloud solution. (See Comm-Works Hosted Voice for more details.)

Applications FocusMany customers view their phone system as a tool, without realizing that it can be an asset, not just a cost of doing business. The fact of the matter is, the phone system is a critical tool. Shopping on price often means that customers must bridge together many solutions in order to get what they really need; usually at a higher price and management cost.

Key Components

• Quality Product• Assessment & Engineering• Implementation• Labor Warranty• Optional Managed Service• Project Management• Configuration Options• MAC

What goes into TCO?Total Cost of Ownership (TCO) is more than just the cost of purchasing a phone system. TCO includes the cost of what it takes to support the system over 3-5 years in a like-for-like configuration. TCO includes:

• Data components such as PoE • Cost to install software upgrades • LAN upgrades (if required) to support QoS • Ongoing maintenance and licensing • Major and minor software upgrades • IT Expertise – do they need certification or training? • Updated wiring (if required) to support VoIP

Include Comm-Works AssuranceComm-Works Assurance offers basic through advanced services that give customers continuous service to keep their systems running smoothly at every location. CW Assurance includes:

• Implementation of major and minor software releases • Remote and/or on-site Moves, Adds & Changes (MAC) • Remote management • Prepackaged Reports and Usage Data • Help Desk • Scheduled implementation of all updates

6

Management - Management of day to day operations and MAC work are the responsibility of the provider. This includes systems upgrades and maintenance.

Mobility - Employees are able to use cell phones. Calls/Voicemail are still maintained to ensure security and compliance. Mobile apps may make “free” calls using WiFi. Apps show presence of other users.

Automated Attendant - Provide store hours, directions or direct call options to key departments. Customized for all locations.

Conference Calls - Host or participate in conferences calls on a daily or weekly basis.

Locations - Having all sites on the same phone system helps control costs. Calls between locations are “on-net” and do not incur charges. Sites may share Automated Attendant and call coverage services.

Call Center - Calls may be routed by time of day or language skills to provide superior customer service. Agents do not need to be in the same office. Interactive Voice Response (IVR) can provide efficient, customer friendly routing and reports.


Hosted VoiceCloud services are here to stay. They offer convenience, cost efficiency, and the opportunity to outsource key IT functions. Voice, including Unified Communications, is one of the easiest solutions to implement in the cloud. The Comm-Works Hosted Voice solution was created to provide the best feature functionality, resiliency, flexibility of configuration, management, and support.

The biggest challenge with any hosted model is understanding how the needs of individual locations match with any hosted service, especially where security and privacy are major concerns.

Retail Sites – Most often staffed with transitional, hourly workers. Most users only require dial tone and limited functionality such as Hold or Paging. These sites need Automated Attendant for general information with local personalization. Many managers would benefit from mobility.

Retail Healthcare – Patient care providers need mobility and often travel between locations or are on-call during off-hours. Mobility apps help to protect privacy in compliance with HIPAA. Most office workers need call transfer between locations.

HQ Offices – Need full functionality and could benefit from video conferencing. HQ offices need multi-line appearances and voice mail, along with full Unified Communications functionality. These users are also the first to adopt mobility and mobile apps.

Solutions FocusMany customers view their phone system as a tool without realizing that it is more than just a cost of doing business. The phone system is a critical tool and shopping on price often means bridging solutions; usually at a higher price and management cost. Things to consider with any solution:

Key Components

• Basic Dial Tone• SIP, IP or Digital Telephone Sets• Local, Long Distance and

Global Calling• Automated Attendant• Mobility Features• Messaging• Advanced Features• Phone Service• Cloud Solutions• Digital Voice • Managed Services • MAC

7

Affordable- Having a consistent monthly subscription cost enables predictable IT budgeting.

Remote Training- Receive training on your cloud systems including; connectivity, work flows, capabilities, rollout process, and scaling.

Device Configuration and Installation – Our superior project management team is readily available to deploy pre-configured devices to all of your locations.

Advanced Monitoring – With pro-active issue avoidance, we ensure all of your network devices are healthy and functioning reliably and optimally. If an issue is detected, it is reported and resolved with remote remediation.

Scalable – We are nimble and are able to grow with your company. Whether you are increasing or decreasing the number of monitored devices, we can adapt to support your network.


Cloud & Managed ServicesCloud & Managed Services provide customers with a predictable, cost effective, pro-active model for managing their IT environment. Our proactive services enable early detection and resolution of issues before they become problematic. These services result in substantially reduced system downtime as well as reducing the frequency of on-site service calls. By taking a preemptive approach, our customers can forecast their technology expenditures and gain further intelligence on their environment for efficient refresh and upgrade spend. Customers can then easily budget for their technology needs.

Key Components

• 24x7x365 Help Desk Services• Remote Monitoring & Management• Network Operations Center (NOC)

Traditional, Reactive IT Model 1. An employee detects issue – after device failure2. Outside support is contacted to fix the issue 3. Issued is described and if unable to correct, over the phone,

technician is dispatched 4. On-site technician diagnoses the issue 5. Issue ultimately resolved

Modern, Proactive IT Model1. A monitoring system detects an issue early on, prior to employee

experiencing device failure2. Comm-Works auto alerted, before issue becomes critical3. Remote diagnosis and remediation – no business disruption4. Most incidents resolved prior to a business noticing an issue 5. If unable to remediate remotely, technician is dispatched

As businesses become progressively dependent on IT, the need for a reliable and predictable model for detecting and resolving IT issues is very critical. Trust Comm-Works Managed Services to ensure a stable and secure IT environment in your organization.

“Among current users of Managed Services, 46% of firms have trimmed their annual IT expenditures by 25% or more as a result of their shift to managed services, including 13% that have slashed annual IT Expenditures by 50% or more on IT functions they have given over to their Managed Service Provider.”

- CompTIA, Trends in Managed Services Study

Convert From A Reactive Environment Manage Your IT Proactively

8


Cloud & Managed ServicesHelp Desk

• North American based 24x7x365• 80% average first call resolution• Private labeled• Native English speaking help desk support, North American based• Enhanced delivery of resolution to your associates• Comprehensive support to your companies systems, applications and devices• Tiered service levels, keeping cost efficient and optimizing support resources• Customizable delivery on applications and devices, unique to your organization• Advanced incident reporting, ticket tracking, and data mining for improving processes

Remote Monitoring & Management

• Customized solution to best support your business needs• Initial internal asset discovery to identify and stabilize baseline IT resources• 24x7x365 performance monitoring of your key devices, applications and IT resources• Remote and on-site maintenance services• Comprehensive asset reporting, analysis and consultation• Greater transparency into IT performance, trends and planning• Ensure network and system stability and safety• Updates and monitors security applications and services• Desktop and Mobile Device management, location, lock and/or wipe• Data protection through on-line backup and anti-virus solutions• Detects issues of functionality, capacity and performance• Application support with 3rd party vendors• Patch Management• Threat Management

Network Operations Center

• Provide 24x7 resources to continually watch critical infrastructure in your environment• Take immediate action to resolve any issues detected, remotely when possible• Certified experts in - Windows, Linux, MS SQL, MySQL, Oracle, networking, virtualization & security• Full troubleshooting and remediation of server and network device issues• Root cause analysis ensures we do not treat the symptom, but identify and fix the underlying cause

of the problem so that the issue is resolved permanently• Desktop Maintenance - Includes delivery of Microsoft critical and security patches for the O/S,

Internet Explorer and Microsoft Office plus configuration and monitoring of anti-virus software• Remote System Administration - Service Request projects include vendor management, restore

from backup, server migration, A/D and/or Exchange migration, server consolidation, network device configuration, database design/migration, application installations, etc.

Benefits

Increase• Service level and quality• System uptime and performance• Staff productivity• Cost predictability• Alignment of IT to business needs• Transparency into IT performance

Reduce• Total cost of IT management• Time to resolution• Security and compliance

exposure (PCI, HIPAA, and SOX)• Risk of catastrophic data loss• Emergency IT issues• Downtime and lost productivity

9

Reduced Theft - Risk of both internal and external theft has skyrocketed. It’s proven that a simple video security system can easily reduce both internal and external theft.

Reduce Liability - Many criminals look to benefit by making false claims against companies. Lacking evidence to defend themselves, businesses generally lose with zero recourse. Video security is an effective deterrent of this criminal activity, and can contest these claims should they occur.

Employee Training - Video Surveillance Systems help in monitoring employee behavior for employee training.

Validate Alarms - Business owners and managers lose hours of sleep and pay unnecessary penalties responding to false alarms. With a networked video security system, validation is just a mouse click away.

Deter Criminals- Video Security Systems deter criminal acts from happening. Well placed cameras give potential criminals reason for pause, or send them looking for locations less prepared.

Improve Productivity - Workforce productivity is reported to be the biggest cost businesses face today. Security cameras help to keep employees on their best behavior and enable managers to monitor work habits on his/her own schedule.

Business Intelligence (Analytics) - Video can be used to provide valuable insight into process effectiveness, and to make sure a business or operation is appropriately staffed. Many businesses use video security systems to study customer shopping habits, optimize store traffic patterns and improve product placement.

Manage Remotely – View multiple facilities from a single location. This can reduce your equipment expense and management overhead costs, allowing managers to oversee company-wide operations despite geographic and time challenges.


Video SurveillanceWith hundreds of millions of dollars lost annually, corporations worldwide are using video surveillance as an important tool to aid in asset protection, loss prevention, settlement protection and to gain valuable operational intelligence needed to stay ahead of the competition. Whether it’s combating theft and crime, or expanding your video surveillance capabilities to meet the operational needs of your business, we’ve got you covered.

Key Components

• System Assessment and Design• Analog / IP / or Hybrid Solutions• Server and Cloud Based

Recording and Storage• Video Analytics• Point of Sale Integration• System Monitoring • System health-checks and

maintenance

Objectives – What are the goals of your video surveillance system? Maintaining a safe environment for your employees and customers? Monitoring sensitive information? Understanding in-store traffic flow?

Accessing Your Video – Will you want to use a smart phone, laptop, or tablet computer to monitor your video footage? How about receiving text alerts or emails related to system performance?

Bandwidth – How does your location connect to the Internet? Do you have enough bandwidth to support current applications AND a video surveillance system?

Video Retention – How long do you need to retain the images and what type of video quality will you need? Do you prefer Cloud or Server based storage?

Integration – Do you have other technologies such as card access or intrusion systems that you would like to integrate with your surveillance platform?

Installation Environment – Will new cabling be needed to support cameras? What about power? Where will the cameras be placed and what area do they need to cover?

Post-Installation Support – How will you handle post installation service and updates? Who will be responsible for maintaining the focus, camera angle, and lens cleaning?

Designing a Video Surveillance SystemA number of important factors must be considered when designing your Video Surveillance System. A proper design will ensure your system meets current and future business demands of this rapidly growing industry.

10

Reduced Theft - Risk of both internal and external theft has skyrocketed. It’s proven that a simple video security system can easily reduce both internal and external theft.

Reduce Liability - Many criminals look to benefit by making false claims against companies. Lacking evidence to defend themselves, businesses generally lose with zero recourse. Video security is an effective deterrent of this criminal activity, and can contest these claims should they occur.

Employee Training - Video Surveillance Systems help in monitoring employee behavior for employee training.

Validate Alarms - Business owners and managers lose hours of sleep and pay unnecessary penalties responding to false alarms. With a networked video security system, validation is just a mouse click away.

Deter Criminals- Video Security Systems deter criminal acts from happening. Well placed cameras give potential criminals reason for pause, or send them looking for locations less prepared.

Improve Productivity - Workforce productivity is reported to be the biggest cost businesses face today. Security cameras help to keep employees on their best behavior and enable managers to monitor work habits on his/her own schedule.

Business Intelligence (Analytics) - Video can be used to provide valuable insight into process effectiveness, and to make sure a business or operation is appropriately staffed. Many businesses use video security systems to study customer shopping habits, optimize store traffic patterns and improve product placement.

Manage Remotely – View multiple facilities from a single location. This can reduce your equipment expense and management overhead costs, allowing managers to oversee company-wide operations despite geographic and time challenges.


Benefits of a Surveillance SystemModern Surveillance systems offer features and benefits far beyond providing video of events/incidents after they have occurred. Today’s Video Surveillance Systems aid in incident prevention and improve premise security while providing data to improve operating efficiency and improve your bottom line.

Video Surveillance

11


ComplianceIt is easy to say compliance and much harder to define exactly where it touches your organization’s technology and connectivity. The standards for Payment Card Industry – Data Security Standards (PCI-DSS) are lengthy and require regular documentation. As a trusted advisor for technology, let Comm-Works support your compliance requirements.

Your business has likely already made significant investments in technologies that are PCI compliant. However, these individual solutions are like pieces of a jigsaw puzzle. Without all of the pieces in place the picture remains incomplete.

PCI compliance is not just about technology. There are three major areas that a company must focus on when implementing a meaningful compliance solution. These are:

• Data Security• Personnel Training and Policies• Documentation

Many customers assume that IT is primarily responsible for affected systems, such as firewalls, networks, and even POS devices. This view represents only a piece of the larger puzzle. Most IT departments do an excellent job of securing the corporate infrastructure within their purview, but the burden does not end there.

• Cardholder Data• Risk Management

• Risk Management• Cash Flow • Revenues

• Networks• Firewalls • Connectivity

• Training• Corporate Policy

LossPrevention IT

HRFinance

Common PCI-DSS Myths

I am covered by my bank.• Unless the merchant can prove

compliance with 100% of the standard requirements, they are to cover the cost of a breach.

It does not apply to my business.• If your business accepts payment

cards, then PCI-DSS applies.

I have a firewall so I am compliant.• There are 12 requirements in the

PCI-DSS. Unless all 12 are met the business is not compliant.

PCI-DSS only applies to IT.• PCI-DSS applies to all areas of

the business that touch card data, including employees.

We do our own compliance audits in house.• PCI-DSS requires quarterly

vulnerability scans to be performed by an external provider.

12


Compliance

BASIC

• Data breach protection - $100,000 protection per location

• PCI compliance portal – tools, training and tracking

• External vulnerability scanning and remediation reporting

ENHANCED

All Tier 1 features plus:• Full compliance – secure firewalls,

intrusion detection, content filtering• Wireless intrusion prevention• Secure access with two-stage

authentication

PREMIUM

All Tier 2 features plus:• Compliance project management

Action Requirement

Secured Network1. Install and maintain a firewall2. Do not use vendor password defaults

Protect Data3. Protect private data4. Encrypt transmission of private data across open, public networks

Vulnerability Management5. Deploy anti-virus software and keep it up-to-date6. Maintain secure systems and applications

Access Control7. Restrict access to data by “need to know”8. Assign unique IDs to each employee with computer access9. Restrict access to data

Monitor and Test10. Monitor and track access to data11. Regular security tests

Security Policy 12. Implement and maintain a policy for ALL personnel

Basic PCI-DSS Requirements

Meeting these requirements is just the beginning. The PCI-DSS, along with the card issuers, require formal documentation. This documentation is provided regularly and is proof in case of a forensic audit, should a breach occur. This paper trail becomes a business’s best defense against the fines, fees, consulting and remediation costs associated with a breach.

The Comm-Works Compliance solution supports PCI-DSS documentation requirements in three ways:

Data Security

• Quarterly, external vulnerability scans• Secure, managed firewall• Attestation of compliance• Encryption

Personnel Training• Online training and testing• Employee results tracking and annual updates

Self Assessment Questionnaire and Documentation

• Self Assessment Questionnaire Wizard• Policy management• PCI Knowledge Center

Comm-Works offers a three tier, complete compliance solution:

13

Assessment/Consultation

DesignEngineering

Staging, Configuration & Procurement

Global Deployment& Installation

24x7NOC/Help Desk

Depot Repair

Responsible AssetDisposal & Recycling

Service& Support

Comm-Works Lifecycle

Project Management


Project ManagementComm-Works Project Management Services is the foundation of Comm-Works. We understand that undergoing technology deployments is no small task. Our team is accustomed to managing the numerous details required for installing technology at hundreds or even thousands of locations globally. Our project management team acts as an extension of your IT department, managing the complete lifecycle of your project, in order to deliver repeatable, scalable, consistent, and high quality services.

Careful consideration is given to the overall objectives, timeline and cost, as well as the roles and responsibilities of all participants and stakeholders. Comm-Works leverages project teams that are dedicated to specific customer accounts. Each team consists of a program manager and project coordinators who familiarize themselves with the unique needs of each customer, and oversee, from inception to completion, the lifecycle of each of your projects. Our approach eliminates call centers, enabling the customer to truly build a relationship with their team, allowing for collaboration while meeting specific objectives.

We believe that the success of each project is strongly connected to communication and access to information. By integrating industry best practices, years of experience, and state of the art tools, we have developed a project management methodology that delivers on time and on budget results, while giving you real-time visibility.

24/7/365 Communication • Comm-Works Command Center (C3) w/Real-Time Tracking• Weekly Implementation Calls• Daily Status Updated• Defined Escalation Channels• Account Specific Toll-free Number for Full Team Support

Keeping Your Project On Track• Create timeline• Schedule site locations

• Site survey • Installations

• Coordinate logistics center • Track equipment/ inventory• Coordinate schedule with managers of site locations• Identify technicians based on necessary qualifications• Verify technician has all necessary materials

as per SOW and site survey • Monitor technician’s arrival and departure

Track Technician Performance To ensure we delight each and every customer, we hold our service teams to a very high standard. Each member of the service team is tracked on a number of service metrics. We have made an investment in technology to ensure these metrics are monitored in real-time and are visible to all employees.

• Check-out call with verbal review• Site manager sign-off • Post installation photographs• Live post install video walk through• Technology test results• Second day support • RFM site inspections• Quality assessments within 24 hours of site completion

Inventory • Monitor inventory levels • Ensure all devices are on location for install

Cost and Revenue Data• Collect invoicing information from locations• Collect costs from vendors/contractors• Proper contractor selection• Setting expectations in advance (C.I.A.)• Ensure accurate prompt invoicing -

within 14-21 days of site completion• Quick payment for services provided• Real time financial review

14


Project ManagementThe Comm-Works DifferenceComm-Works differentiates our services and provides a unique value proposition to our customers through:

Specialization in multi-site deployments – Our specialty is multi-site deployments. Our systems and processes are optimized for highly repeatable projects that deliver quality, consistency and the lowest degree of headaches for our customers.

Knowledge of retail environments – We have built our reputation on understanding the nuances of retail location work. Over our 20 years in business, we have seen the industry change toward the adoption of larger wireless networks, PCI compliance, security and surveillance as well as the impact on both LAN and WAN infrastructures. We work directly with you on aligning all of these needs from the beginning of every project to ensure success and performance.

Technical resources – Our technical network is one of the largest in the industry and a valuable resource. We invest in our resources through training and certification programs. All of these practices form strong partnerships and allow us to tightly align quality and metrics to meet your needs.

Project Team alignment – All of our project teams are aligned by a combination of customers and technology expertise. This gives our teams a deeper understanding of each customer and helps the teams work more quickly and effectively toward resolution should issues arise.

Comm-Works team structure allows workloads to be balanced and departments to scale rapidly. This methodology strengthens communications and increases efficiencies.

Multi-Site ApproachPart of our success lies in crafting a process that can be replicated at every location to meet budget and time objectives. Although projects vary in size and scope, the same methodology is engaged for all projects:

1. Develop a Deployment Project Plan We evaluate the overall project requirements and timelines and then assign the required resources. This includes deployment times and project status communications.

2. Training & Assigning Personnel Comm-Works prepares and appoints a workforce to specifically address the unique attributes inherent in large scale, multi-site deployments.

3. Monitoring & Reviewing We utilize Comm-Works Command Center (C3) to track and communicate all activity. C3 houses project details and provides progress updates in real-time, with weekly status updates via conference call between you and your project team.

Comm-Works Command Center (C3) offers standard and customized reports to give you a total view of all projects as a whole and broken down by region, manager, or even on a site by site basis.

15

Assessment/Consultation

DesignEngineering

Staging, Configuration & Procurement

Global Deployment& Installation

24x7NOC/Help Desk

Depot Repair

Responsible AssetDisposal & Recycling

Service& Support

Comm-Works Lifecycle

Project Management


Lifecycle ManagementComm-Works’ Lifecycle Management is the cornerstone of how we do business. Large and small projects alike follow the same principals of engineering, implementation, operations, and continual service improvement to ensure the best possible outcome for all projects.

We understand and provide the level of precision and repeatability needed for multi-site businesses. For Comm-Works, Lifecycle Management means going beyond implementation. We help establish and maintain your brand by providing consistency across all of your locations.

Our Lifecycle Management methodology focuses on aligning our IT services with the needs of our customers, allowing Comm-Works to become a true partner in your success. By focusing on key principals such as; processes, procedures, tasks, and checklists, we are able to adjust our lifecycle to adhere to your companies’ requirements and standards. These principles allow us to demonstrate compliance, communication, and measure improvement, resulting in consistent performance against our Service Level Agreements.

16


Lifecycle ManagementProject ManagementOur project managers are accustomed to managing the numerous details required for installing technology at hundreds or even thousands of locations globally. Careful consideration is given to the overall project objectives, timeline and cost, as well as the roles and responsibilities of all participants and stakeholders. By utilizing these processes, our project managers ensure all projects are completed on time, every time.

1. Assessment / ConsultationAs a result of Comm-Works encompassing a wide range of technologies, it is necessary that our engineers specialize in key practice areas. Our engineers hold various certifications and have years of experience within their area of expertise. These key practice areas include; data and wireless networking, voice systems, structured cabling, and video surveillance. They work with you to identify the best solution to meet your specific needs and budget. Our assessment and consultation service allows us to provide seamless integration of your systems, while planning for future deployments.

2. Design EngineeringOnce uncovering your needs, our engineers design a solution that takes into consideration all of the outlining factors. Where many of our competitors will give you a price, we give you a complete Scope of Work including implementation recommendations, time frames, and project management details.

3. Staging, Configuration & ProcurementWe take the risk out of your project by leveraging our staging, configuration, and procurement capabilities. We have the ability to source the product, test for out-of-box failures, preconfigure devices and systems, and ship the equipment to the installation location. Prior to shipping the equipment, we make the equipment installation ready by packing it into a standardized kit.

4. Global Deployment and InstallationComm-Works has a force of over 20,000 technicians in 120 countries worldwide. All of our technicians are regularly screened and continuously measured based on their performance. Our performance metrics take into consideration punctuality, quality of work, rating from on-site contacts, and level of certifications. Technicians who meet the highest criteria are considered our “Preferred Partners” and complete 75% of our customer’s work orders.

5. 24x7 NOC / Help DeskKeeping your systems up and running is critical and Comm-Works will be here when you need us. Our support representatives are “always on” to resolve your issues. Our award winning communications platform, Comm-Works Command Center (C3), provides a real-time view of the statuses of your pending work orders, by location, and reports of your completed work orders. C3 offers customized dashboards and reports, giving your management information at their fingertips. We process over 90,000 work orders per year and log even more help desk calls. With 24x7x365 support, Comm-Works will give your management peace of mind.

6. Depot RepairOur Staging and Configuration capabilities extend to Depot Repair. Rather than replace equipment because of minor issues, such as a bad print head or power supply, let us refurbish it and put it back into circulation. By reusing and recycling your equipment, you are benefiting the environment while conserving capital. Through our inventory tracking management and our facilities security surveillance systems, you can rest assured that we will keep your equipment safe and secure.

7. Responsible Asset Disposal & RecyclingRecycling of obsolete technology equipment is not only important to the environment and the health and safety of surrounding communities, but it is imperative for the data security of your customers. We are sensitive to your needs and can provide a 100% reuse/recycle program with 3 –levels of data destruction.

8. Service & SupportThe repercussions of a system failure can be catastrophic to a business. We provide services and maintenance to keep you up and running on a proactive basis. We perform annual, bi-annual, and quarterly preventative maintenance that includes cleaning video surveillance cameras, implementing hardware and software patches, and even making sure that your equipment closets are labeled and terminated properly. Our maintenance contracts keep you covered in the event of a full failure complete with parts replacement. Additionally, our solution can be packaged as a 100% OpEx model, giving you predictable monthly expenses.

17


Staging Services

State-of-the-Art Distribution Center• 108,000 SQ ft. of rackable warehouse space• Shipping, receiving and tracking services• Secure storage• Inventory reports• Daily cycle inventory count with +99% accuracy• Asset tracking

Safe & Secure Storage of Your Equipment Inventory

• Access Controlled & Monitored• Motion Cameras• Camera Monitoring• Glass Break Sensor • Alarms - Fire, Intrusion• Fast Security Response Team (24/7/365)

Reliable and Accurate Inventory Upon receipt Comm-Works assigns asset tags, logs the serial number for each item into our inventory database, and assigns a location code. The inventory accuracy of our Distribution Center is consistently + 99% accurate, well above the industry average. We do this by:

• Asset Tagging - Logged Serial Number Database• Completing Physical Cycle Counts Daily• Count 50 SKUs a Week (Stock Keeping Unit)• Verified by Warehouse Supervisor• First In, First Out Staging & Inventory Control

Benefits Our Customers Have Experienced Comm-Works now houses over $20 Million of inventory for one of the leading arts and crafts retailers, reducing operational expenses by 20%. We stage and test every piece of hardware that is installed in every store, and download all required software four weeks ahead of the scheduled store opening. These processes, combined with rigorous pre and post-installation testing, have resulted in a 95% reduction in out-of-the-box

failure rates at our customer’s sites.

Packing, Shipping, and Tracking Your Equipment Per LocationOur Midwestern location offers lower cost for national shipments.

Staging and Configuration Co-located with your inventory, our team of professionals simulates your specific environment, ensuring that every element of your infrastructure is configured according to your specifications and is updated and tested for rapid deployment and flawless performance in your environment.

• 30,000 Sq Ft Testing Facility• Store Kitting • Verification• Hardware & Software Installation• Pre & Custom Imaging• Environment Simulation & Configuration• Configure & Power-up All Vendor Devices• System Integration & Interoperability Testing• Logistics and Real-Time Reporting• C3 Web – Based Client Portal• Best Practices – Step-by-step Installation Instructions • Uninterrupted Conditional Power (ANSI/IEEE Std. 519-1992)

We take the hassle out of the up-front work required before an on-site deployment and eliminate out-of-box failures. Prior to equipment shipment, your staff has secure access to test and approve configurations. The end result of using Comm-Works is an accurate and timely deployment to your complete satisfaction.

We understand the logistical, technical, and on-going management challenges that are presented by multi-site environments. With Comm-Works’ Staging Services we take the hassle out of storing, staging, tracking and deploying your business-critical IT assets.

Shipping and tracking your equipment: Comm-Works goes above and beyond by updating our inventory control database with the installation date and final location status.

Preparing the package includes: step-by-step, on-site installation instructions; packing; labeling; palleting and if required, shrink-wrapping your shipment.

18


New StoreImagine the simplicity of having IT integration experts putting your store together. Comm-Works can support customers as they grow and expand more efficiently and cost-effectively through New Store as a Service (NSaaS). NSaaS combines the best elements of what Comm-Works provides in a predictable, repeatable package that leaves nothing to chance. NSaaS includes all of the basic infrastructure and service elements required to launch a new store or location.

NSaaS makes launching new stores extremely simple. We have the experience of over 750,000 store implementations behind us to recommend the best combination of IT infrastructure for you. We understand the technology and challenges of running a retail location. We can even package the entire solution as a 100% OpEx model to give you the ultimate financial predictability and flexibility.

Benefits• Predictable costs – one time and monthly • Flexible, tiered offerings to meet all budgetary and functionality needs • Highly repeatable – all locations have the same base solution regardless of layout • Centralized management of all locations • Security and compliance built in – lowering risk of opening new locations • Ongoing support and managed services OR NSaaS may be offered as OpEx only • Regular maintenance and reporting keeps every location running smoothly

Why Is Compliance Important?Payment Card Industry (PCI) compliance is critical for any customer who processes card-based or electronic payments. PCI governs the security of debit, credit, and other payment card transactions. The Health Insurance Portability and Accountability Act (HIPAA) is a similar compliance metric that governs the use of patient information in the delivery of health care.

• NSaaS can include purchasing and/or implementation of POS solutions and EMV or Smart Chip PIN pads

• NSaaS can optionally include ongoing services to ensure compliance year-round

Comm-Works supports PCI and HIPAA compliance through the NSaaS offering to help our customers minimize risk across all of their locations and protect their most valuable asset--the customer.

How Does NSaaS Work?Comm-Works creates an in-store, private cloud for retail and branch environments. Not only does NSaaS reduce the overall space requirements within a store, but it is built upon a unique platform that starts with a solid security foundation.

The Comm-Works NSaaS solution takes the model further than simple hardware connectivity. NSaaS cost-effectively delivers digital signage, interactive kiosks, DVR, payment applications, music and much more through a centrally-managed hosted appliance. Finally, NSaaS can be offered as an OpEx managed service model to minimize the expense of opening a new location.

Key Components

• Structured Cabling• Data and Wireless Networking• Broadband• Voice Communications• Digital Signage and Music • PCI and HIPAA compliance • WIPS wireless security• Managed Services• Connectivity • Mobility

12 PCI Requirements

• Install and maintain firewall• No vendor supplied defaults• Protect store data• Encrypt card holder data• Maintain anti-virus software • Develop and maintain secure

systems and applications• Restrict open ports• Assign unique IDs• Track, monitor and restrict

access to network resources and card holder data

• Regularly test security systems and processes

• Maintain a policy that addresses information security

• Training docs for store staff• Maintain separate VLANs

Lifecycle

• Consultation/Site Survey• Assessment/Project Planning • Procurement/Staging• Deployment/Installation • Maintenance

19

Key Components

• Volume Purchase Pricing• CW Command Center (C3)• Structured Cabling• Broadband Service• Data/Wireless Networking• Video Surveillance• Business Intelligence • Voice Communications


FranchiseFranchise as a Service OfferComm-Works Franchise as a Service Offer (FaaS) is designed to provide franchisees with a predictable and simple means of opening new store locations, ordering services, or a la carte technologies. Our white labeled portal, serves as an e-commerce store offering all locations the same technologies, services, and pricing options. By creating this interface, franchisees are able to go to a single location, their corporate portal, to order services, including structured cabling, wireless, voice, broadband, help desk, compliance, and Comm-Works assurance, all bundled together. We ensure that your systems are installed correctly, on time, and on budget.

FaaS applies Comm-Works core competencies into an automated system, built to support all of your franchise locations. Our methodology enables franchisors to accessibly standardize all of the devices and standards surrounding various installations, without the hassle of coordinating schedules, or receiving payments. By supplying an easy means of ordering these pre-approved IT services and technologies, you are able to ensure that franchisees devices are kept up-to-date and that the customers’ and companies information is kept secure.

Having a corporate portal featuring an online service catalog, gives franchisees the ability to order their technology and service needs and provide a credit card payment in a single location. Once ordered the Comm-Works magic begins. Our site survey tool is a mobile platform that allows for a quick and easy assessment of each individual location. Necessary items are then ordered and scheduled for the configuration, delivery, and installation. Updates of the franchisees orders will not only be communicated to the franchisee, but will be available within the Comm-Works Command Center (C3) real-time portal. These portals are uniquely customized, linking all of the franchisees locations together for easy access.

What does FaaS Include?Since different types of franchises have different technology needs, each FaaS will have an e-commerce store solution, featuring a service catalog selection created just for them. In order to understand company standards, requirements, and best practices, we work with the corporate sponsor and existing franchisees, so that we can act as a trusted advisor in the selection and design of technology implementations. In our design we lay out what technologies will be implemented and the principles surrounding the install. These principles allow us to support new build outs and current franchise environments.

Benefits• Predictable costs – CapEX, OpEx, or hybrid

(You can purchase a solution as 100% OpEx to keep your sunk cost low)• Flexible, tiered offerings to meet all budgetary and functionality needs• Highly repeatable – all locations have the same base solution regardless of the layout• Centralized management of all locations• Security and compliance built in – lowering risk of opening new locations• Ongoing support and managed services• Regular maintenance, upgrades, and reporting keeps everything running smoothly 24x7x365

20


Franchise

Franchise Volume Purchase Pricing Rather than franchisees negotiating their own discounts, Comm-Works delivers an established volume discount price to all franchisees, regardless of how many locations they own. Our bulk purchase program provides big savings both short and long term, allowing franchisees to save on upfront costs, preserving capital for hiring and operations.

Storefront PortalWe create a custom portal to act as a storefront, featuring IT related products, plans, and service selections for your company. This mobile friendly portal enables your franchisees to keep their locations in tip top shape by allowing them to conveniently order their technology needs in seconds.

Structured CablingCabling is the foundation that connects all components within a store. Whether a location is brand new or being refurbished, there are likely needs for cabling due to new or expanded technologies. Comm-Works does this right; we do not just run cables on top of old ones; we assess and remove those that are no longer needed.

Broadband ServicePrior to designing your storefront portal, broadband will already be researched, preconfigured, and verified for all locations. This will save time and avoid the headaches of finding separate service providers for each location.

Data and Wireless NetworkingThis service will be preconfigured and consistent across all franchise locations, making IT support much simpler and more predictable. Features that are critical to smooth operation such as Wireless Intrusion Prevention Systems (WIPS) and Virtual Local Area Networks (VLANs) are included to keep data secure.

Video Surveillance and ManagementWith our security solution, you can be confident that you have the best technology and services in place to identify causes of shrinkage, allowing you to focus on operations and improve customer service.

Business Intelligence Utilize business intelligence to gain a better understanding of your customer demographics, store patterns and behaviors, leading to increased revenue in the future.

Voice CommunicationsOur on premise and hosted voice solutions are uniquely designed to meet the needs of your store communications.

PCI ComplianceCompliance helps keep your franchise safe by proactively and financially protecting customer data against a breach.

Point of Sale (POS) The POS system provides critical data to the majority of functional areas within each franchise. By having a standard POS system, franchisors will allow for consistent data throughout their operations.

Technologies and Services

21

Comm-Works hires and on-boards your new employee through the selection process.

We get to know the IT resources you have, what skills are needed, and the company culture to find a personality that fits.

We put together job descriptions and determine which Comm-Works resources will yield the most success.

Each candidate goes through Human Resources, technical screenings, extensive background checks, and various interviews with Comm-Works subject matter experts.


Staff Augmentation

Contract / ProjectHire a candidate for a set amount of time and hours.

Contract-To-HireContract a candidate for a period of time, usually 3 -6 months, and decide if you’d like to hire the employee full-time after completion.

Direct HireHire a direct placement of a candidate - Let us align the skill set with the technical need, maintain control, and readily provide internal resources when necessary.

Staff Augmentation ServicesComm-Works’ Staff Augmentation Services provides an opportunity for clients to hire the necessary technical resources on an as-needed basis, all while removing the risks associated with hiring new part-time or full- time employees. Utilizing our staffing resources gives clients the confidence to act quickly in achieving their technology goals while staying within their budget and hiring constraints.

Like every business group, IT is being asked to do more with less. Whether you are hiring a substantial workforce for support on a large project, a single temporary employee, or locating a specialized skill set for a hard-to-fill position, our services allow IT to hire project-orientated staff on a temporary, temp-to-hire, or permanent basis. Our personnel services provide a quick and effective way to add technical resources to your IT team without adding headcount, avoiding the lengthy hiring process, reducing workforce costs, and controlling turnover.

Why Comm-Works?

• Customized Search Strategy• Specialized Recruiting• High Touch Level of Service• Soft Skills & Cultural Fit• Adaptable to Your Needs

We Tailor Every SearchComm-Works’ extensive network and experience within the technology industry has enabled us to quickly locate and identify candidates with the necessary skill sets. We utilize our pool of certified technicians to look beyond technical skills and analyze our clients in order to better understand their specific missions and goals. Based on our findings, we create a customized interview and assessment strategy to identify candidates with the highest likelihood of fitting seamlessly into your company culture, while still providing exceptional technical know-how.

22


The Case for FinancingAccording to the Equipment Leasing & Finance Association, 7 in 10 businesses in the U.S. use some form of financing to acquire equipment (excludes credit card purchases). The question for these businesses is where capital can be most effectively put to work. Turning large, traditionally capital purchases, into an expense can preserve capital and abate annual spending peaks.

The Benefits of BudgetingMost technology purchases today have a useful life of between 3 and 5 years before they require an upgrade. We offer financial packages that allow you to create a predictable technology budget that allows you to keep your technology current. In most cases, Comm-Works financing can be started with $0 down.

Billing Your WayWould you prefer to manage one bill for all locations or do you want each location to be billed and pay individually? Do you have franchisees and want to ensure consistent technology deployments across all locations? Do you want to consolidate technology and services into a single monthly payment? All of this is possible with Comm-Works Financial. We offer you the flexibility to run your business your way. We work with you to create a solution that works.

Lifecycle Financing

Financial

1

2

34

5

Application Approval

Quote

InstallBilling

Upgradeor Refresh

23


Hardware as a ServiceThrough Comm-Works’ unique financial programs we are able to offer Hardware as a Service (HaaS), guaranteeing a consistent monthly payment that includes hardware and software upgrades throughout the life of the contract. We can even bundle in managed services ranging from simple oversight and Network Operation Center (NOC) services to full management including Move, Add & Change (MAC) work.

Hardware as a Service offers the best flexibility to allow you to invest in the best technology for your business without tying up all of your cash. HaaS also augments your IT staff as you make changes to your technology makeup.

Benefits of HaaS

• Single invoice for hardware, software and services• Full control at end of term to upgrade or renew• Technical standardization• Cash conservation / predictable budgeting• Technology stays current

Co-Terminus AdditionsYou’ve outgrown your technology and need to add on. Rather than purchasing new equipment outright, you can easily add to your existing contract, most often with all equipment co-terminating at the end of the agreement. This makes contract management much easier as you do not have to keep track of multiple contracts and terms. Our goal is to make life simpler for you and not add new complexity.

Co-Terminus additions are available with all Comm-Works financial programs.

Your Choice of PlanSelect the plan that best meets your needs:

$1 BUYOUT FAIR MARKET VALUE RENTAL

Your Benefits

• Balance sheet accounted and depreciated

• Lowest monthly payment • Operating expense

End of Term

• Ownership upon final payment • Option to purchase, upgrade, rent or return

• Upgrade, continue rental, return

Financial

24


About Comm-WorksSince 1995, Comm-Works has been a leading IT integrator offering repeatable, consistent, high-quality, and timely IT implementations. Comm-Works 24/7/365 project management and customer support, simplifies each project by following a service lifecycle that is customized to align with each company’s individual standards and requirements. With 20,000 + network technicians in over 120 countries, Comm-Works covers various technology areas, with on-site capabilities in 4 hours or less.

Our Offerings Our offerings complement each other and aim to simplify the customers IT initiatives, allowing us to become the true one-stop-solution. As an established IT integrator, we have experienced engineers within each of the technology areas included within our offer. Our project management and lifecycle services are built upon a platform that advances with technology. These offerings were created in order to educate our customers on the services that we currently offer and highlight our ability to customize solutions that are created based on the customers’ needs and budget.

About Us

25

1405 Xenium Lane N., Suite 120Minneapolis, MN 55441

(763) 258-5800 or (800) [email protected]

www.comm-works.com

offerings - comm-works · why warranty matters ... interactive voice response (ivr) can provide...

Documents