CASE STUDY Borders Group, Inc.

BORDERS PROvIDES FREE wiFi TO EnhAnCE ThE CUSTOMER ExPERIEnCE wITh An EnD-TO-EnD MAnAgED wIRELESS SOLUTIOn

ORgAnIzATIOn OvERvIEw: BORDERS gROUP, InC. Borders Group, headquartered in Ann Arbor, Michigan, is a leading global retailer of books, music, movies, and gift and stationery items. Through its subsidiaries, Borders operates approximately 1,000 stores and employs more than 19,500 people worldwide. The company vision at Borders is the creation of richer, more satisfying lives through knowledge and entertainment.

CUSTOMER PROFILE Company

Borders Group, Inc. Ann Arbor, Michigan (usA)

Industry
specialty retail

Key Benefits
enhancing the customer experience with WiFi coverage throughout the stores by: ensuring excellent service availability, supporting approximately 20,000 sessions per day (up from 20,000 per month with the previous system) providing help desk support to Borders employees and customers delivering on-site hardware support, and management and monitoring via the Motorola noc

CASE STUDY Borders Group, Inc.

Motorola Products
A Motorola Guest Access WiFi solution, including Motorola Ap-5131 access points and Motorola Managed services including hosted application, WLAn management, level 2 technical support and level 1 guest help desk support

on this significant project. Working closely with Motorola, Verizon Business was the reselling partner, Verizon Wireless was the co-marketing partner, and Ingram Micro supported Verizon as the distribution partner. The final decision came down to three key variables: the ability of the vendor to deliver on time and on budget, the quality of the customer experience, and price, said scott Laverty, senior Vice president and cIo, Borders. A Motorola Advanced services solution development team worked with Verizon Business and Borders to plan a solution using Motorola Ap-5131 access points. Motorolas role in the comprehensive solution included staging and installation, software and hardware, splash page creation and hosting, ongoing management and monitoring via the Motorola noc, status reporting, and help desk support. We were faced with a daunting task: we needed to install in over 500 stores in less than 60 days from the time the contract was signed, Laverty said. Verizon and Motorola pulled together very quickly they mobilized a phenomenal number of teams, they collaborated very well, and we hit our dates. The end-to-end managed WiFi solution is now in place at Borders stores across the continental u.s. and also in puerto rico, Alaska, and Hawaii. Motorola help desk support helps ensure that Borders customers successfully get online and connect to the Internet. Motorolas Managed services practice is responsible for the wireless infrastructure, providing system monitoring and fault management; technical support / problem resolution; proactive maintenance, including patching; and reporting and metrics. The network is managed by Motorola using industry-best tools. If on-site support is needed, technical staff is dispatched from the Motorola noc. In a demonstration of the flexibility and resourcefulness of the Verizon and Motorola teams, more than 95 percent of the stores were installed in fewer than 60 days from the proposal delivery. For the remaining stores that required additional on-site or circuit provisioning, installation was completed about two weeks later.

Application
public access WiFi system for guest use at approximately 500 retail locations (end-to-end managed system includes help desk, hosting, and ongoing management services). In addition to providing Internet access, the system enables customers in Borders stores to download book content using Borders eBooks.

Borders group, Inc.

ThE ChALLEngE

Rapid implementation of public access wiFi

A sense of community and connection is fundamental to the Borders service offering, and the company planned to enrich this by deploying free guest access WiFi hotspots at approximately 500 of its retail locations. Borders wanted the WiFi solution ready for customer use during the holiday season. This deadline was approaching quickly, and without the resources to design, implement and support the solution in-house, Borders turned to its partner Verizon Business. Verizon planned to provide the network connectivity and project management vital to the service deployment. other key elements of the end-to-end public access WiFi solution including software and hardware; installation; and help desk, hosting, and ongoing management services would be outsourced. With about 60 days to complete the task, Verizon recognized that working with multiple partners could jeopardize the project timeline. The criteria for the engagement involved a turn-key WiFi solution, and Verizon looked for the right partner to help fulfill Borders needs.

Motorola Partner
Verizon Business

ThE SOLUTIOn

Motorola end-to-end managed wireless solution with verizon Internet access

Motorola was an existing Borders partner, providing wireless infrastructure in warehouses, scanners at kiosks and point of sale, and two-way radios to store associates. For the WiFi project, Motorola had the product flexibility and options, broad skill set, and Motorola network operations center (noc) capabilities to combine with Verizon Business broadband backhaul/access services. Verizon and Borders recognized that Motorola had the equipment, services, and expertise to partner effectively

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CASE STUDY Borders Group, Inc.

we were faced with a daunting task: we needed to install in over 500 stores in less than 60 days from the time the contract was signed. verizon and Motorola pulled together very quickly they mobilized a phenomenal number of teams, they collaborated very well, and we hit our dates.
Scott Laverty, Senior Vice President and CIO, Borders

For Borders, the benefits of the Motorola and Verizon managed wireless solution include: Enhancing the customer experience with WiFi coverage throughout the stores Ensuring excellent service availability Supporting approximately 20,000 sessions per day (up from 20,000 per month with the previous system) Providing friendly help desk support to Borders employees and customers Delivering on-site hardware support and management and monitoring via the Motorola noc

ThE BEnEFITS

Excellent service availability and support enhance the customer experience

What our customers look for in our stores is a rich shopping experience and I think it combines a lot with the community that Borders can offer, Laverty emphasized. The Motorola end-to-end managed wireless solution with Verizon Internet access is now a fundamental element of the Borders service offering. In addition to providing Internet access, the managed WiFi solution also enables customers in Borders stores to download book content using Borders eBooks. stimulated by Verizon and Borders promotions, WiFi usage by Borders customers has increased significantly, helping to further enrich the customer experience. Were finding that people are using WiFi not only in the Borders caf area but throughout the stores, Laverty stated. prior to the project, we were running about 20,000 sessions a month, and now we are running approximately 20,000 sessions a day. Tina Lulianelli, General Manager, Borders, noted that the network is always available. The service is fantastic and it works everywhere in the store, and the customers have responded really well, said Lulianelli. If there are any issues, the Motorola help desk is very helpful and very friendly, so we have a partner outside of the building available to help.

ABOUT OUR PARTnER

verizon Business is a leading provider of IT,
communications, security and network solutions to enterprises and governments around the world. Verizon combines a broad range of strategic solutions, services, and expertise to help some of the worlds largest organizations including 96 percent of the Fortune 1000 and governments meet the challenges of their increasingly extended enterprises. For more information, visit www.verizon.com

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CASE STUDY Borders Group, Inc.

For more information on how Motorolas Wireless Infrastructure can improve your business operations, please visit us on the web at www.motorolasolutions.com or access our global contact directory at www.motorola.com/enterprisemobility/contactus

part number cs-Borders. printed usA 01/11. MoToroLA, MoTo, MoToroLA soLuTIons and the stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLc and are used under license. All other trademarks are the property of their respective owners. 2011 Motorola, Inc. All rights reserved.

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