Sample work portfolio

1. Pitches/Media Coverage
dia Coverage
d

2. Sample Pitch
Greetings Kevin,
Travel is continuing to be an illustrative indicator of the GLBT community’s market strength and business influence—
even in the midst of an economic slump. Recent studies show that despite the high cost of international travel, key
GLBT destinations continue to remain solid. Based on tourism industry data from the US Department of Commerce and
CMI sample demographics, the annual economic impact of GLBT travelers is approximately $70.3 billion in the US alone.
Brainchild of former American Airlines executive, Jeffrey Ward, DC‐based Savvy Navigator is now positioning itself to be
the premier luxury travel service for the sophisticated and affluent, gay male traveler and capitalize on Gay and Lesbian
buying power expected to exceed $835 billion by 2011, according to Witeck‐Combs.
While Savvy Navigator may be the “new kid on the block,” the company comes backed years of travel industry
experience and is already receiving notable coverage (1, 2). Headed by 20‐year airline industry veteran, Jeffrey Ward,
Savvy Navigator sticks its head above the crowd, designing unique “experiential journeys” and paying attention to every
detail. Key to the company’s success is the exclusivity of its offerings that include off‐the‐beaten‐path adventures
known only to the locals. Ward illustrates Savvy Navigator’s approach with an analogical visit to see a theatrical play.
“Where traditional operators offer customers a seat in the house, Savvy Navigator offers the seat, the play, and an in‐
depth backstage tour of the facilities with multiple opportunities to mill with cast and crew. We want clients to leave
with a rich and deep experience based on a Southern Africa normally known only to locals,” he says.
Currently, Savvy Navigator exclusively offers experiential journeys to South Africa and Zambia with plans to expand into
other markets in 2010. “Our business model is based on an intimate knowledge of each location, including personal
relationships with prominent figures, personalities and cultural authorities,” adds Ward. The company is set to take
intimate groups of up to 12 like‐minded individuals in May and November of this year into a South Africa and Zambia
known only to the most devoted chowhounds, oenophiles, cultural critics, and nightlife connoisseurs. According to
Ward, “We put on the best dinner party one can imagine, and extended it over nearly two weeks in settings of startling
African beauty.”
Please let me know if you are interested in Savvy Navigator. I’d love to set up an opportunity for you to speak with
resident Savvy Navigator himself, Jeffrey Ward, as well. Jeff can fully speak to the birth and vision of the company as
well as the growing excitement around this genre of GLBT travel. Please feel free to visit the Savvy Navigator Web site
and read his blog in the meantime.
I hope we can work together!
Thanks,
Jacob E. Holder
Change Public Relations
Tel: 512.487.2250
E‐mail: jacob.holder@changepr.com
Please consider the environment before printing this e‐mail.

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6. ing any less, but there's a lot
more deliberation and evalu-
Gay: Attracted to ation of what their travel and
tour options are.quot;
Both Sharp and Ward say
the market may soften as the
recession goes on.
luxury destinations GLBT travellers are a self-
aware group, one that identi-
fIes and seeks out destina-
tions responsive to them.
from PAGE HI John Tanzella,executive di-
jects director of Community sales and marketing. quot;Both
Continued
Marketing, a San Francisco- our January 2009 Caribbean rector of the IGLTA,said that
based fIrm specializing in gay and Match 2009 Caribbean destinations that appeal di-
The same thing happened
and lesbian market research, cruises sailed at or very near rectly to the gay and lesbian
in 2003 when the SARSscare
says about one-third of the capacity. Our Cancun resort market - and make a con-
kept many out of Toronto,
certed effort to understand
said Bruce MacDonald of the gayand lesbian community in in May is sold out.quot;
Witeck says marketing to their lives - will do well.
Canadian Gay and Lesbian the U.S.feels threatened eco-
quot;Even in diffIcult fmandal
Chamber of Commerce.quot;Peo- nomically by the recession gay customers quot;is one of the
pIe said, 'I've lived through and has cut back; another smarter investments in a times, this is a sophisticated
AIIDS lost friends; I'm not
and third had not changed its be- down economy.quot; market that identifIes a gen-
Toronto, for example, has uine connection between
going to not travel because of haviour; and the fInal third is
the flu.quot; actually increasing spending. been activelycourting the gay your product and their
Those people, said Paisley, and lesbian market for several needs,quot; he said.
Experts say there are sever-
alleasons for this reaction. have told surveys they were years.
quot;It's one of our highest pri- Daniel Drolet
One is that most gays and quot;goingto travel like crazy.quot;
And he said they are inter- orities right now,quot; said An- is an Ottawa writer.
lesbianhouseholds don't have
children,and so have more in- ested in high-end products drew Weir, vice-president of
come for discretionary spend- being discounted because of communications at Tourism PACKAGE 10 LONDON
ing. (That also means they the recession. Toronto. Hotel. Transfers & Air from Ottawa with Air Irl
aren't· tied to the schoolyear quot;You can get luxury prod- . quot;We've increased our mar-
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strong affiniw to travel
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of the culture, if you will. • quot;••
. the recession, it's done be-
GIVenthe opportumty,
quot;Gay p~9ple have a strong cause we view it as a signffi-
affinity to travel,quot; said Bob they will travel' cant potential growth market
Witeck, co-founder and CEO for Toronto.quot;
ofWiteck-Combs Communi- BOB WITECK, CEO of a U.S.- That's also one of the main
cations, a strategic communi- based communicationsfirm reasons why Toronto aggres-
cations fIrm headquartered in . quot;.. sively bid to host the IGLTA
Washington, D.C.with exper- uets now for prices we haven't conference, which is expect-
tise in LGBl.Imarketing and seenina long time,quot;said Pais- ed to draw some 400 travel
issues. quot;Given the opportuni- ley. quot;For the gay community, professionalsfrom around the
ty,they will traveLquot; that can be very attractive. To world May] to 10.
He says his research sug- some degree, that's ~e big Whether gays and lesbians
gests that gay consumers be- story.quot; will continue to travel if the
have differently when faced Beth Mairs runs Wild recession continues is anoth-
with an economic crunch. If Women Expeditions, a com- er matter.
they have to cut spending, pany based in Northern On- OUT Adventures is a new
they may cut things other tario and specializing in ad- adventure travel company out
than traveL quot; venture holidays for women. of Toronto for the GLBTmar-
And MacDonald of the Nearlyhalfher clientele isles- ket, and co-own~r Robert
Chamber of Commerce adds bian, and she says business is Sharp says he frods he's hav-
that research suggests that doing well this year. In fact, ing to work harder to sell his
gays and lesbians take more she says her most expensive trips.
vacations· than the general trips for this summer sold People are still booking, he
popUlation.Many take four to fIrst. . says, but they are taking
six trips a year, compared to ''Right now;you cannot buy longer to make up their
L5 or two for mainstream trav- a trip from us for over $1,000 •. minds.
ellers.So even if they do cut They are all gone,quot;!fuesaid. In the States; Jeffrey Ward
Helping kids to believe and achh
down on travel.they don't cut 'We at Atlantis are continu- of Savvy Navigator Tours
....,'-www.
*quot;quot;quot;
Boys and Girls Club of 01
it out entirely.. ing to sell out cruises,quot; said agrees: quot;I don't think the gay
David Paisley. senior pro- Oscar Yuan, Atlantis's VP of and lesbian segment is book- ~~~ ••.•••••• •••••• 613-232-0
,quot;quot;quot;'quot; bgcotta~

8. Sample Pitch
From: Jacob Holder [mailto:jacob.holder@changepr.com]
Sent: Friday, March 21, 2008 8:34 AM
To: 'kchessman@entrepreneur.com'
Subject: “Green and Growing”
Greetings Kristin,
It appears that Entrepreneur is including environmental coverage - “Green and Growing” – in your April
issue for Earth Day. I know that the content for the print edition has already closed; however, I wanted to
reach out to you regarding the prospect of an online story of a very green small business that is quickly
growing their customer base at ten percent per month.
Greenling (www.greenling.com) is an Austin-based company that delivers fresh organic produce directly to
the customer’s doorstep. As a small business that started in a garage, Greenling now operates out of a
sprawling warehouse, aiming to find a balance between economic progress and the combined health of
consumers and the environment. Greenling is based on a fundamental premise of buy local and organic.
By supporting the local farming and organic industry, Greenling helps keep the environment and the public
toxin and pesticide-free.
With a system modeled on Dell’s direct-to-consumer distribution process, the company has become an
award-winning sensation. Just last year, Greenling was one of 10 finalists for the Dell/NFIB Small Business
Excellence Award; won PC Magazine’s SBM 10 Award for Small Business; it was a finalist in the Austin
Business Journal’s Tech Innovation Awards; and it was named Best Local Food Company by Austin
Chronicle readers, trumping last year’s winner and hometown powerhouse, Whole Foods. Feel free to click
here and view a video that illustrates Greenling’s explosive growth and helps explain the company’s
technological infrastructure.
If you are interested in the idea and would like to explore more about Greenling and how the company may
fit into your “Green and Growing” online editorial plans, I’d love to put you in touch with Greenling founder
Mason Arnold. Likewise, I’d like to offer up a Dell spokesperson who can fully explain the work Dell is
doing to design technology for a sustainable work environment.
Let me know your interest in making this happen and we will nail down the specifics.
Thanks!
Jacob E. Holder
Change Public Relations
Tel: 512.487.2250
E-mail: jacob.holder@changepr.com

9. Sample Coverage
Making Every Day Earth Day
April 22 lasts 365 days a year for these eco-friendly businesses.
By Kristin Chessman | April 18, 2008
These days, it's good to be green.
So much so that companies like Target, Macy's and Dell are marketing eco-friendly products
more than ever. Businesses are pledging their allegiance to all things green by promoting Earth
Day--which takes place on April 22--just like any other marketing holiday.
Efforts to go green should be applauded, but experts stress the importance of living up to eco-
friendly claims.
quot;Nothing will sink a company faster than the realization by its customers that it's only interested
in good PR and not in real change,quot; says Nik Kaestner, founder of Green Squared Consulting.
For companies like Greenling Organic Delivery, TwoGreenMoms and
Dropps, that won't be a problem. These companies are built around products and services that
make it easier for consumers to minimize their footprint on the environment. Meet the socially
responsible entrepreneurs who are turning a profit while trying to save the planet.
Door-To-Door Organics
The green lifestyle is nothing new to Greenling Organic Delivery
co-founder Mason Arnold. He's been an organics pioneer since
graduating from the University of Texas, Austin in 2001. Arnold,
29, created his first business, EarthAction Lawn and Landscape, an
environmentally responsible lawn company, in 2002. He sold it two
years later to launch Greenling in 2005.
The Austin-based company delivers fresh organic produce directly
to customers' doorsteps. Currently, Greenling delivers to Austin and
San Antonio, but Arnold says he plans to extend delivery to Dallas
and Houston within 18 months. Ultimately, Arnold would like to
expand the service nationwide.
quot;We’ve developed a system that's a just-in-time inventory, so it reduces the time it takes for food
to get from the farm to the table by more than half,quot; Arnold says. quot;We're delivering a more

10. nutritious product, and we're able to deliver it much faster. We think everyone in the nation
should have this available.quot;
Greenling, which had revenues of $1.3 million in 2007, serves about 1,200 residential customers
and between 30 and 40 wholesalers.
Though Arnold promotes a fun working environment for his 17 employees, he also practices
what he preaches. The company purchased computers from Dell after researching its recycling
and conservation efforts.
quot;We investigate every company we work with to make sure they share our core values,quot; Arnold
says. quot;We've turned down vendors and service providers before simply because they don't seem
to share our values of conversation and sustainability.quot;
In addition to providing a service that's good for consumers and the environment, Arnold uses
his organics expertise to encourage Austin locals to do their part to conserve energy.
Arnold also formed a private organization, Organic Association of Texas, to give a voice to his
industry.
Moms Gone Green
Just a few months ago, Jill Clark and Mandi DuPuy were two moms wishing they could do
something to help the environment. Now, they're the co-founders of TwoGreenMoms, a website
that launched in February 2008.
Their product: reusable totes to replace plastic bags. The
polypropylene totes are available with or without insulation, in
green or blue. The green bag features the saying quot;Little Green Bag,quot;
while the blue bag carries the phrase quot;Girls Gone Green.quot; In
addition to the totes with sayings, TwoGreenMoms also features
customization.
The duo decided to create their line of eco-friendly bags to attract
women like them who want to be green, but also stylish.
quot;I wanted a cuter bag than the ones I was carrying,quot; DuPuy says.
quot;You can be a walking advertisement for a grocery store for only so
long.quot;
DuPuy, 40, and Clark, 37--who both work out of their Waco, Texas,
homes--were friends for seven years before deciding to partner. The
idea for the green totes sparked when Clark, who also owns a specialty item company, Kiddoozie,
began noticing her clients asking for environmentally friendly products.
Clark, the sales guru of the team, saw the need for the totes and decided to fill the niche. She and
DuPuy began giving the bags to friends as birthday gifts.

11. Releases/Media Coverage
Releases/Media Coverage

12. Sample Release
Dell Enhances Viewing, Graphics Capability in Inspiron Laptops
New Inspiron 700m Offers Widescreen Display; XPS Customers Offered First Graphics Upgrade Option
Round Rock, Texas, July 27, 2004
Dell now delivers the ultimate in visual performance with its new Inspiron 700m and an upgradeable graphics card
option for its Inspiron XPS laptop products.
Inspiron 700m
Dell's Inspiron 700m offers the company's first 12.1-inch Wide-Screen display on a laptop and includes the power and
portability prized by consumers who want a unique viewing experience on the smallest chassis in the Inspiron family
of laptops.
Offered for the first time on a Dell laptop is the 700m's crystal clear LCD screen which has a smooth finish and
provides rich and vibrant colors with sharp and crisp images. Users will find this screen's output resolution different
from traditional LCD screens, similar to the difference between a glossy photo versus a matte finish. Coupled with the
Wide-Screen format, the two-spindle 700m delivers impressive DVD viewing and allows for additional screen area to
increase productivity. Included with each 700m laptop, customers will receive an LCD care kit to help safely clean,
protect and preserve the screen from dust, dirt and fingerprints accumulated with everyday use.
Another never before seen feature on a Dell laptop is the 700m's Artic silver with Alpine white trim color scheme.
1
Starting at $1,499 and 4.1lbs. , the 700m makes the perfect travel companion and offers Intel's latest Dothan
processors, the Intel Pentium® M 725 (1.6 GHz) and 745 (1.8 GHz) without sacrificing optical capabilities. Choices of
3
integrated opticals include DVD/CD-RW or DVD+RW . The 700m includes internal wireless capabilities and memory
can be configured from 256MB to 2GB.
Inspiron XPS
First launched in February, Dell's new XPS laptops will now include the ATI MOBILITY RADEON 9800 graphics card
with 256MB of memory, providing customers with exceptional frame rates ready to handle the latest 3D games. The
ATI card is being sold exclusively on Dell Inspiron laptops for 30 days.
Another first time offering on a Dell laptop is the XPS graphics card installation service for enthusiasts who previously
purchased XPS laptops that were configured with the ATI MOBILITY RADEON 9700 graphics card. Starting at $399,
customers who purchase the service will be able to schedule and depend on a Dell-certified technician to install the
ATI MOBILITY RADEON 9800 video card at their convenience. The card enables XPS users to power through the
most graphic-intense games with the strongest 3D performance in a Dell Inspiron laptop, ready to travel to the next
LAN party or gaming tournament.
For more information about the Inspiron 700m or XPS, please visit www.dell4me.com/inspiron. Product photos can
be accessed at www.dell.com/imagebank.
Technical Highlights: Inspiron 700m
• Intel Pentium® M Processor 725 (1.6 GHz) or Processor 745 (1.8 GHz)
• 256MB to 2 GB DDR SDRAM (shared2) at 333MHz
• Integrated Intel Extreme® graphics with up to 64MB shared memory
• Integrated 10/100 LAN and 56K4 modem
• Integrated internal Wi-Fi (802.11b or 802.11b/g)
• Choice of modular optical drives: DVD/CD-RW or DVD+RW3
• Choice of Hard Drives: 30, 60, 40, 80GB Ultra ATA
• Ports include two USB 2.0 ports, one IEEE 1394 port and one S-Video Out
• One SD Card Slot
• One PC Card Slot
• Choice of 4-cell (32WHr) Lithium Ion or 8-cell (65WHr) Lithium Ion battery

13. Sample Release
• Standard 1-year limited warranty6 plus 1-year mail-in service
Technical Highlight: Inspiron XPS
• ®
Intel Pentium 4 or Pentium 4 Extreme Edition Processors both at 3.4GHz
• 512MB to 2GB DDR RAM at 400MHz
• UXGA UltraSharpTM Wide Aspect Display (15.4-inch)
• ATI MOBILITY RADEON 9800 256MB
• 10/100/1000 Ethernet5 and integrated 56K4 v.92 capable modem
• Optional integrated Wi-Fi (802.11b/g or 802.11a/b/g) and BlueTooth capability
• DVD+RW/+R3
• Choice of Hard Drives: 60, 80 or 100 GB Ultra ATA
• Integrated subwoofer
• Ports include four USB 2.0, one S-Video Out, one IEEE 1394 port and integrated DVI port
• One PC Card slot
• 96-watt Hour Lithium Ion battery
• Optional second hard drive and floppy disk drive
• Includes choice of 1 QuickSnapTM Color Kit cover
• Exclusive XPS backpack
• Standard 1-year limited warranty6 plus 1-year mail-in service
For more information about Inspiron products, go to www.dell.com/inspiron.
About Dell
Dell Inc. (NASDAQ: DELL) is a premier provider of products and services required for customers worldwide to build
their information-technology and Internet infrastructures. Company revenue for the past four quarters totaled $43.5
billion. Dell, through its direct business model, designs, manufactures and customizes products and services to
customer requirements, and offers an extensive selection of software and peripherals. Information on Dell and its
products can be obtained at www.dell.com.

14. Sample Coverage
Dell
Sunday, July 31, 2005; Page F07
Dell, aiming to provide a laptop for everyone, offers seven lines, Dell Laptop Computer
each of which emphasizes a particular quality ‐‐ compact size,
2005 Laptop Buyer's Guide
low price, multimedia, computer games and so on. The Inspiron
700m we tested lands in the middle of Dell's price range ‐‐ it Personal technology
sold for as low as $899 last week, and our upgraded test unit columnist Rob Pegoraro
came in at $1,479. Like most Dell models, it can be a great offers tips on how to
choice if customized wisely (we'd buy it over Dell's other pick the right laptop
lighter‐weight models); going with a standard configuration; computer for your needs:
however, may limit its appeal.
It Takes a Discerning Eye to See
The best upgrade on our 700m was a higher‐capacity battery, Through Laptop Lingo
which costs $99 more than the standard unit. It enabled the
700m to run for more than 3 1/2 hours playing a DVD; when set Apple iBook G4
for maximum battery life, with WiFi shut off, it lasted just shy of
Dell Inspiron 700m
six hours.
Gateway M250XL
This long‐life battery also added just under half a pound to the
700m's weight, pushing it past 4.6 pounds (a too‐hefty power HP Pavilion dv100
adapter adds almost another pound). The 700m's keyboard is
Toshiba Satellite M55‐S325
small, at 10 inches across, but comfortable. Its widescreen LCD
is also on the compact side but is clear and bright.
Guide to Mobile Computing ‐‐ More
Stories and Features
Software options include Windows XP Home or Professional,
Microsoft Works, Corel WordPerfect and Microsoft Office. Dell
Transcript
also sells three Internet‐security suites at prices up to $99 ‐‐ but
some configurations are offered without any security software. Personal Tech: Laptop Reviews
The Washington Post's Rob Pegoraro
Our test system included a 15‐month subscription to Norton
will be online to field your personal
Internet Security 2005, plus a basic photo‐album program and a
tech questions and discuss the latest
starter version of Intuit's QuickBooks business‐accounting
laptops.
program ‐‐ not Intuit's consumer‐focused Quicken.

15. Sample Coverage
Dell has traditionally bundled a CD of Windows, but it now stashes a backup copy of Windows on a
hidden hard‐drive partition and charges $10 extra for a Windows disc. Although the pre‐installed version
of Windows XP included Service Pack 2, our CD copy lacked that vital update.
Dell's standard warranty lasts only 90 days, but it will gladly sell you upgrade options such as a $29, one‐
year warranty or a four‐year, all‐encompassing care package for $496. The overseas reps we reached
were fairly well‐informed and very patient, although not always easy to hear. Dell's online support is
excellent, with plenty of informative self‐help resources. ‐‐ Kevin Savetz
Tested hardware: Dell Inspiron 700m, $1,479
4.6 pounds (5.5 pounds with power adapter), 12.1‐inch widescreen LCD (1,280 by 800 pixels), 1.6 GHz
Intel Pentium M, 512 MB memory (up to 64 MB shared for graphics use), 75.8 GB hard drive, CD‐
RW/DVD+/‐RW drive, SD Card slot, Ethernet, WiFi, modem, PC Card slot, FireWire port, two USB 2.0
ports.
90‐day warranty. 90 days of 24‐hour, toll‐free phone tech support; $39 per‐call fee afterward.

16. Marketing Collateral
g Collateral
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17. Is your high tech business ?
High Tech and Electronics — Supply Chain Visibility and Collaboration
Improving Supply Chain Visibility and Collaboration with Microsoft Solutions
Managing an Increasingly Complex Network To help HTE companies achieve greater supply chain visibility and collaboration,
Microsoft offers easy-to-use, familiar, integrated software that helps provide un-
Today, manufacturing supply chains reach beyond the boundaries of a single paralleled partner collaboration and detailed visibility into the journey of prod-
High Tech and Electronics (HTE) company’s plant floor, organization, or ge- ucts from supplier to consumer. Microsoft and its partners enable manufactur-
ography. The global, dynamic nature of today’s supply chains add degrees of ers to transform supply chain performance by becoming more demand-driven,
difficulty for management from suppliers, logistics providers, outsource manu- adaptive, and responsive in their sales and operations planning processes.
facturers to sales channels, customers, and active consumer communities.
Supply chains outfitted with Microsoft
Add to that mix the facts that emerging technology increase forecast accuracy
economies are requiring new, unique through real-time collaboration and ef-
product configurations to meet regional fectively balance service levels and costs.
and local needs, that energy prices are Greater visibility into the supply chain’s
volatile, and that barriers to technology day-to-day status can eliminate the lag
product market entry are low. More HTE time between when a problem occurs
companies than ever before are com- and its solution. Fixing problems quickly
peting for the resources and services helps get products to market faster.
of the same suppliers, transporters, and
manufacturers. And the short life typi- To help companies transform their supply
cal of today’s products creates the need chain to a collaborative state, Microsoft Uni-
for continuous reconfiguration, a task fied Communications technologies use the
made dicey when dynamic — read wildly power of software to deliver complete com-
fluctuating — supply chains are upset by munications — messaging, voice, and vid-
suppliers in unstable economic, political, eo—across the applications and devices that
and environmental regions. people use daily. Integrating the experienc-
es associated with the telephone — phone
Despite these difficulties, executives must calls, voice mail, and conferencing—and the
build and monitor supply chains so that work you do on a computer — documents,
they receive quality products in the quan- spreadsheets, instant messaging, e-mail,
Today’s HTE companies are increasingly dependent on the performance
tities they desire, when they need them, and calendars — can fundamentally change
of their supply chain to drive top-line and bottom-line improvements.
to near perfection. They need answers to the way that supply chains operate.
Microsoft visibility and collaboration solutions enable real-time
questions like “How much inventory is on monitoring and adjustments to stay ahead of the competition.
hand?” “Will I be able to match projected Microsoft solutions provide supply chain
demand?” and “Are my suppliers on track to deliver their commitments?” managers and COOs with core analytics, integration, and collaboration tech-
They must minimize order fulfillment lead time while retaining flexibility and nologies that provide a single, foundational infrastructure that supports
maintaining cost-effectiveness. They must also react to changing economic, structured and unstructured collaboration with all supply chain partners.
technological, market, or competitive conditions. It’s a tall order.
For example, Fujitsu Siemens Computers deploys Microsoft Office Share-
Microsoft Introduces Supply Chain Collaboration and Visibility Solutions Point® Server 2007 to help it achieve operational excellence for its supply
chain. FSC uses Office SharePoint Server 2007 as a full-blown portal server
Microsoft now offers manufacturers a set of technologies to integrate pro- because it offers Web-based capabilities that integrate into the company’s
cess workflows across systems, to create real-time visibility into materials, existing corporate platform. With the installation, FSC can track orders more
orders, and inventory. Microsoft believes that the ability to see supply chain efficiently and was able to replace two proprietary document management
events outside a company’s four walls benefits managers by letting them systems, easing administration challenges and costs.
respond appropriately, so they can speed products to market.
By improving its supply chain operations, an HTE company can improve its
Microsoft® supply chain collaboration and visibility solutions promote both overall performance and become an industry leader of tomorrow.
supplier integration and the ability to constantly monitor, measure, and adjust.
By monitoring in real-time, managers can avoid potential supply chain fiascos.
Source: Prime, the Microsoft quarterly customer magazine for manufacturing
innovation (www.onwindows.com).

18. Benefits and Features of Microsoft Supply Chain Management Solutions Microsoft Office PerformancePoint™ Server 2007 allows efficient planning
to meet changing business conditions, analysis of variances, and monitoring
The Microsoft technology environment improves supply chains by enabling of progress in a scorecard or dashboard.
streamlined access to information through:
Microsoft Office Enterprise 2007 improves operational efficiency with real-
Improved supply chain visibility time analysis of key supply chain operational data. It offers supply chain col-

laboration and visibility through a centralized, single location, and it helps
Efficient supply chain collaboration

companies achieve faster time to production with better supply chain proj-
Improved operational efficiencies, decision making, and customer service

ect management through roll-up reporting and analysis.
Reduced inventory: raw material, WIP, and finished goods

Cost reduction: transportation, premium freight, operating changeovers,

Microsoft Dynamics® AX gives supply chain visibility into customer de-
labor efficiency, etc.
mands and the delivery of goods. It offers Enterprise Portals that provide
Improved agility and competitiveness
 role-tailored data and business processes in real time over the Web with full
Dramatically reduced cycle times
 support for intranet, B2C, and B2B. Microsoft Dynamics AX also offers real-
time access to KPIs, scorecards, and data through Enterprise Portal.
Strategic relationship capabilities

Real-time collaboration for quick responses and synchronization of

Microsoft SQL Server® 2008 data management software brings data to-
changes across the network
gether from virtually any source within an organization and enables online
Reporting, KPIs, and alerts

analytical processing (OLAP) so that decision makers can centrally define
Portal-aware smart clients

and manage organizational business logic. It also supports simple ad hoc
analysis and sophisticated predictive analytics in familiar, easy-to-use tools,
Key Microsoft Technologies That Enable Supply Chain Management which can be used to publish highly formatted and interactive reports that
make data easily accessible to a large number of people.
Microsoft BizTalk® Server 2006 R2 optimizes business processes with the
help of powerful and familiar tools to design, develop, deploy, and manage
Microsoft Unified Communications use the productivity tools that people
business processes.
work with every day — like e-mail, instant messaging, the 2007 Microsoft
Office system, and Windows Mobile® devices — using integrated servers
Microsoft Office SharePoint Server 2007 is a collaborative platform solu- plus services and client applications. These include Microsoft Office Com-
tion that delivers reliable and real-time information and gives end users the munications Server 2007, Microsoft Office Communicator 2007, Microsoft
tools to easily create their own portals and workspaces and share assets Exchange Server 2007, Microsoft Exchange Hosted Services, Microsoft Office
across teams, departments, and organizations while maintaining IT control. Live Meeting (2007), and Microsoft Office Outlook® 2007 messaging and
collaboration client.
www.microsoft.com/hightech
About the Microsoft Worldwide High Tech Electronics Group
The Microsoft Worldwide High Tech Electronics (HTE) Group and its partners provide companies with technology solutions that empower people to achieve ex-
cellence across their business networks. Microsoft solutions empower people within HTE organizations to gain insight through advanced analysis services, drive in-
novation through collaboration, and improve performance through increased visibility into operations across the manufacturing value chain. Innovative software
from Microsoft that is familiar and easy to use can take advantage of employees’ knowledge and capabilities to accelerate business results, and it can provide the
flexibility that lets a company adapt to changes in partners, products, and the business climate. For more information, please visit www.microsoft.com/hightech.
©2009 Microsoft Corporation. All rights reserved. This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Microsoft Dynamics,
BizTalk, Outlook, PerformancePoint, SharePoint, and Windows Mobile are trademarks of the Microsoft group of companies. PART NUMBER 098-110779

19. Is your high tech business ?
High Tech and Electronics — Manufacturing Operations
Microsoft Solutions Offer Visibility into High Tech and Electronics Manufacturing
Running the First-to-Market Race Gaining Visibility into Manufacturing with Microsoft Solutions
Tomorrow’s hottest-selling technology can’t easily be imagined today. Chal- Microsoft knows the difficulties inherent in the manufacturing environment,
lenged by the dual demands of shrinking margins and escalating consumer through its own experience spanning nearly three decades. Due to this ex-
demand for the coolest, most capable, and affordable electronics — ranging perience, Microsoft® solutions focus on giving manufacturing managers
from laptops to the latest mobile device — high tech and electronics (HTE) and supervisors the tools they need for gaining greater visibility into the
companies must shave every penny and every second from the manufac- entire manufacturing operation to ensure integration of all relevant pro-
turing time it takes to get products to market first. cesses, collaboration among all departments and operations, and the ana-
lytics needed to add insight to decision making.
For instance, mobile phones ceased be-
ing just phones years ago, as people Microsoft visibility solutions deliver op-
have upgraded to phone devices loaded erational excellence through simple, in-
with picture and video cameras, GPS tegrated user interfaces and better tools
systems, and personal organization fea- for powerful analysis, reporting access,
tures. Tomorrow’s next cool application and utilization. Because data is most
for the mobile device is sometimes only valuable when it can inform and influ-
a wild guess. And it’s the same for vir- ence decisions, Microsoft delivers tools
tually every other consumer technology that companies can use to:
gizmo.
 Access in real-time the critical data needed
Staying competitive in this pressure for rapid response to problems, oppor-
cooker environment is a daunting task tunities, and customer needs.
even for the most nimble manufacturers.
 Eliminate waste.
To survive, they must be highly flexible
and integrate processes and operations
 Manage excess capacity.
at global manufacturing plants running
multiple production lines; respond to
 Align to evolving business needs.
increasing regulatory pressure; cope
with a shortage of skilled workers; and
 Create a connected community of stake-
compete in a dynamic manufacturing
holders, from suppliers and customers to
environment. They must also monitor
the plant floor.
Microsoft and its partners offer technology tools to monitor, control, and
and make key decisions about produc-
manage the plant floor as well as manufacturing control and execution
tion progress throughout the process,
The value derived from such visibility
systems. Microsoft solutions support the capacity of these systems to
especially in view of the potentially great
expands exponentially when a company
integrate data — from plant floor to warehouse to control room to back
distances between the manufacturing
has the ability to connect all decision
office — in a single view. This comprehensive snapshot of the business
operations and corporate headquarters,
makers — at all levels — with up-to-date,
gives HTE manufacturers the ability to analyze events in real time.
and the widely varying economic condi-
consistent, and relevant information,
tions where the suppliers are located.
for better decision making throughout
the enterprise. To achieve this vision, companies must supply all employ-
HTE manufacturers need technology solutions that can address these chal- ees — from the plant floor to the enterprise — with up-to-the-minute data.
lenges, deploy rapidly, and scale to demanding production requirements.
And the people, plant assets, business processes, and workflow at HTE com-
Today’s manufacturing company can succeed by supplying its workers with
panies must perform seamlessly.
the tools they need to optimize visibility into the plant floor in order to
manage quality, cost, production flow, and security from the plant to the
back office.

20. Key Benefits of Increased Visibility in Manufacturing Operations Windows Mobile® operating system provides an exceptionally versatile
platform for delivering and developing mobile applications and the ability
 Lowers manufacturing costs. to maximize existing IT assets and knowledge within an organization. It also
gives greater control over security; centralized, streamlined device manage-
 Increases operational efficiency, on-time delivery performance, and
ment; and a more scalable management solution that can support tens of
competitiveness.
thousands of users per server.
 Improves quality and customer service.
 Generates new sources of value.
Windows Vista Business operating system has powerful new security fea-
 Ensures regulatory compliance.
tures that you can use to better protect the key information that your busi-
 Operates efficiently locally, but with global coordination. ness depends on and that your customers trust you to keep confidential.
Your employees can use its enhanced mobility technology to stay connected
in and out of the office. They will find information and collaborate more
Key Microsoft Manufacturing Operation Technologies
easily using new search and organization features. And you will spend less
time on technology support issues with the advanced network management
Microsoft has a powerful and versatile business intelligence platform com-
features in Windows Vista Business.
plemented by comprehensive collaboration tools and technologies:
Microsoft Office for Business Applications offers solutions that help infor-
Windows Server® 2008 operating system is designed to power the next
mation workers access design information for documentation, maintenance,
generation of networks, applications, and Web services. With Windows Server
and repair.
2008, you can develop, deliver, and manage rich user experiences and ap-
plications, provide a highly secure network infrastructure, and increase tech-
nological efficiency and value within your organization. Microsoft Office SharePoint® Server 2007 offers enterprise portal solutions
that help in providing role-based access and real-time visibility to consoli-
dated product and business information through dashboards.
Microsoft SQL Server® 2008 data management software brings data to-
gether from virtually any source within an organization and enables online
analytical processing (OLAP) so that decision makers can centrally define Microsoft Office PerformancePoint™ Server 2007 allows efficient planning
and manage organizational business logic. It also supports simple ad hoc to meet changing business conditions, analysis of variances, and monitoring
analysis and sophisticated predictive analytics in familiar, easy-to-use tools, of progress in a scorecard or dashboard.
which can be used to publish highly formatted and interactive reports that
make data easily accessible to a large number of people. The 2007 Microsoft Office system provides user-friendly ways to access,
analyze, and share information.
Microsoft BizTalk® Server 2006 R2 builds on the Business Process Man-
agement and SOA/ESB capabilities in prior releases to help organizations
extend core process management technologies with new capabilities like
native support for Electronic Data Interchange (EDI), AS2, and RFID. It closely
aligns with the 2007 Microsoft Office system and Windows Vista®, including
key .NET Framework technologies such as Windows® Workflow Foundation
and Windows Communication Foundation.
www.microsoft.com/hightech
About the Microsoft Worldwide High Tech Electronics Group
Microsoft’s Worldwide High Tech Electronics Group and its partners provide companies with technology solutions that empower excellence across their business
network by enabling people to meet global demands, increase quality, and reduce costs in new ways—throughout the organizational value network. Microsoft
technologies help streamline manufacturing operations with visibility solutions and offer integrated environments to help companies handle their most difficult
challenges. For more information, please visit www.microsoft.com/hightech.
©2009 Microsoft Corporation. All rights reserved. This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, BizTalk,
PerformancePoint, SharePoint, SQL Server, Windows, Windows Mobile, and Windows Server are trademarks of the Microsoft group of companies. PART NUMBER 098-110780

21. Web Content
Web Content

26. Case Studies

27. “ After an in-depth selection and validation
process, we decided to implement Altitude uCI,
not only for its strength in e-mail management,
but especially due to the technology’s intelligent
design that has been clearly built with the
”
customer in mind.
Tim Wilson
Close Premium Finance Director of Sales and Marketing, Close Premium Finance
Founded in 1977, Close Premium Finance (CPF) is the leading provider of premium finance
products for the general insurance market in the UK and Ireland. The company is based in
Subirton, a suburban area of London, and has a sales channel network that consists of 3,000
insurance brokers. Part of the Close Brothers Group, CPF is the largest independent merchant in
Close Premium Finance
the UK and provides over £2 billion a year in insurance premium funding for private citizens and
multinational corporations. With currently over 300 employees, including 80 contact centre staff, Leading provider of premium finance products in the
UK and Ireland, founded in 1977
the company provides customer interaction services to both business lines (brokers) and
Part of the Close Brothers Group, the largest
commercial lines (consumers) and uses technology as a cornerstone strategy in delivering
independent quoted merchant group in the UK
customer service excellence. Based in London, CPF currently employs over 300
people, including 80 are contact centre staff
Contact Centre Service Improvement Based on an Innovative CRM System with Channel Provides £2 billion a year in premiums for insurance
Integration premiums for private citizens and multinational
corporations
The premium finance industry is a fiercely competitive environment. To set CPF apart from other Sales channel network consists of 3,000 insurance
brokers across the UK
companies in this historically paper-based market, leading technology was implemented to
modernise the creation of contracts and improve margins. CPF introduced i-prompt, a Web-
based real-time online trading platform and self-service application that allows brokers the ability
Business Benefits
to conduct transactions electronically and in real time. While the success of i-prompt was
immediate, this also led to an exponential increase in the volume of e-mail received by CPF and Higher Agent Productivity
Using Interactive Voice Response (IVR) to filter out
soon the company was overwhelmed, struggling to meet a 4-hour industry average response misdirected calls has freed up 15% of agents’ time
to focus on more complex, higher-value calls
time.
Customer Satisfaction
All inbound e-mail enquiries are answered in an
CPF knew that in order to remain competitively advantaged they would need to not only meet, but
average of 35 minutes compared to over 80% of UK
also beat the industry average and take service to the next level through a CRM system that online e-tailers that average over 5 hours
could integrate all contact centre communication channels, including phone, e-mail and fax, as Reduced Contact Centre Costs
Customer self- and assisted service has enabled
well as capture paper-based queries. Basically, the company searched for a system that could
CPF to slash £100,000 from its contact centre cost
process and analyze all relevant data to customer interactions, ultimately enhancing and base with potential to equally cut costs through
speech recognition-based IVR technology
optimising service offerings.
Improved Systems Availability
All e-mails, phone calls and faxes are presented in a
Altitude Software Develops a Sophisticated “Ecosystem” that Revolutionises the Broker-
unified queue and routed to an appropriately skilled
Consumer Relationship agent, increasing systems availability from 90% to
99% within the first few weeks
To design and implement a highly intelligent customer contact management system, CPF
partnered with Altitude Software. According to Tim Wilson, director of sales and marketing at
Close Premium Finance, “After an in-depth selection and validation process, we decided to
implement Altitude uCI, not only for its strength in e-mail management, but especially due to the
technology’s intelligent design that has been clearly built with the customer in mind.”
Altitude’s full array of software solutions for call centres included skills-based routing applications
which provided CPF with the ability to create a sole universal queue to direct all communication
vehicles, including calls, faxes and e-mails, to the most the appropriately skilled agents.

28. In addition to enhancing service and agent occupancy rates, Altitude Software increased
CPF’s broker-generated revenue and revolutionised the company’s customer interactions.
The new platforms and systems standardisation within CPF created immediate and apparent
benefits, including:
E-mail responses shortened to 35 minutes on average
Calls answered in less than 5 seconds with less than 3% lost
Agent training times slashed by 60% Altitude Solution’s Advantages
Agency productivity rose by 20%
“Best of Suite” System
Customer self-service facilities savings in excess of £100,000 a year
Altitude offers a complete suite designed for contact
20% of calls redirected to brokers centres that includes a common architecture and
single development environment
Complete Solution
CPF Solution Based on Altitude uCI Suite Wins 2005 “Call Centre Solution of the Year”
Altitude uCI provides a central customer interaction
at Channel Network Awards management system across all contact channels,
blending e-mail, phone and fax responses
In 2005, the Close Premium Finance's multi-channel contact centre solution earned the Call
Complete Solution
Centre Solution of the Year Award at the prestigious Channel Network Awards ceremony. This Altitude’s skills-based routing directs calls, faxes
achievement reflected the solution’s impressive results, including the management of 10,500 and e-mails to the most appropriately skilled agent,
creating a universal queue
e-mails per month, full documentation and availability of contact histories across all customer
Competitive Advantage
communication vehicles and enhanced service and call routing. Additionally, the creation of a Altitude suite has enabled CPF to increase the
universal agent queue with Web collaboration allowed CPF to efficiently train thousands of revenue it generates from brokers and revolutionise
the way it deals with customers
insurance brokers and provided sophisticated analysis of incoming communications, improving
the CPF’s customer service.
“The Call Centre Solution of the Year award recognises the project that demonstrated the
strongest combination of innovation, delivery and exceptional ROI,” said John Chapman,
Channel Network Awards Chairman. “CPF’s commitment to service excellence, backed by
Solution Description
intelligent investments in technology, distinguishes it from others in this highly competitive
market.” Altitude uCI Suite
Altitude Voice Portal
Wilson added, “At a time when many large organisations are moving their call centres Altitude IVR
overseas, the judges were keen to find examples of UK-based solutions. Our commitment to Altitude Email
excellent service and investment in technology keeps us ahead of the game.” Altitude Collaborator
Contacts
Altitude Software
7 Theale Lakes Business Park,
Reading, Berkshire RG7 4GB - UK
Tel: + 44 (0) 08700 605 234
Fax: + 44 (0) 1189 838 019
Close Premium Finance
21st Floor, Tolworth Tower,
Ewell Road,Tolworth, Surbiton,
Surrey KT6 7EL
Tel: 0870 241 3418

29. Catalogs

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31. SUSPENDED DUMP BODY SYSTEM (SDBS)
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Customers worldwide choose Duratray
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32. Newsletters