"At Berlex, we have what we call our PRIME values − Partnership, Responsibility, Integrity, Mutual Respect and Excellence. This is how we operate on a daily basis and it's extremely important to us when we look at potential partnerships."

The search for a true business ally who can work along side your company as you face the daily challenges of doing business is hardly easy. Today's companies need long-standing service providers who can not only accommodate their needs, but anticipate those needs and provide cost effective solutions. In addition, they need a provider who adheres to the same corporate values as they do to ensure a long-term, successful relationship. For the past six years, Berlex Canada Inc. found what they were looking for in AT&T.

An international pharmaceutical company, Montreal-based Berlex Canada Inc. is dedicated to improving health and quality of life by developing and offering innovative products and services in the fields of Women's Health, Therapeutics and Diagnostic Imaging. Part of that commitment means operating in accordance with key corporate values that guide every aspect of the business.

"At Berlex, we have what we call our PRIME values − Partnership, Responsibility, Integrity, Mutual Respect and Excellence. This is how we operate on a daily basis and it's extremely important to us when we look at potential partnerships. We don't look at providers as one-shot deals, we want long-term relationships. AT&T lives by the same values we do and that's why our relationship has worked out so well for so many years," said Mike Giannoumis, Director of Information Technology at Berlex Canada.

In the beginning...

Berlex first looked to AT&T Global Network Services in 1997. As is often the case with pharmaceutical companies, Berlex' sales force of 40 was completely mobile, working outside of head office in various locations across Canada. The sales reps traveled frequently and needed to be able to access the Internet to conduct competitive research. AT&T's Secure IP Dial Services provided the solution Berlex needed.

"Being a multi-national company, there are people traveling constantly. We needed a partner who could provide us with the ability to connect from anywhere in the world and we found our answer in AT&T," said Giannoumis. "Today, our employees are communicating from everywhere around the world − at least fifty countries so far − because they're able to. It amazes me that we're able to work as efficiently as we do inside the office, from anywhere around the globe."

As a pharmaceutical company with a large amount of sensitive research and of private data, security was one the company's biggest day-to-day concerns and a critical factor behind the decision to use AT&T services.

"We considered bringing the service internally, but we couldn't afford to constantly worry about possible security breaches − that's not our business. It is however, one of AT&T's primary areas of service. I know it's in their hands so it's not something I have to worry about. They give me peace of mind," said Giannoumis.

He added that AT&T's guaranteed up-time is another key element to keeping his mind worry-free. "In the beginning we were nervous, wondering if the services would meet our needs, but we were reassured as AT&T has higher standards than we do. Now, I don't even think about it," he said.

Evolution is the key to success

As the company continued to grow, so did the demands on the network. By 1999, there were 80 employees including sales staff and management who were using AT&T's Secure IP Dial Services to connect to head office for email. They also had Internet access, but were still connecting to the corporate network via modems to synchronize their sales force automation software. According to Giannoumis, "It was inefficient and frustrating as the lines were constantly busy." As a result, Berlex installed a T1 line to accommodate the increased network traffic and realized that employees needed a higher connection speed to remain productive. Once again, they turned to long-term service provider, AT&T, and decided to implement AT&T's Internet VPN Gateway service.

"We were adding more and more applications all the time, including a new CRM project. This meant our employees needed high-speed connectivity into corporate head quarters. Now, with AT&T's broadband VPN, our reps can securely access all the information they need, without having to wait for it," said Giannoumis.

Maintaining a Successful Relationship

Overall, Giannoumis values AT&T's responsiveness and ability to meet their changing needs.

"As our demands have changed, AT&T has been right there with us. From the evolution of the dialer software to a dial VPN, to the broadband VPN we have now, AT&T has provided us with the right services as our business has evolved," he said. "And it's in a matter of hours, not days. They're response time is always fast."

In fact, according to Giannoumis, AT&T often anticipates the company's needs before Berlex is even aware of it. For example, AT&T's helpdesk recently called Giannoumis to tell him that something was unplugged on Berlex' end. When he investigated the issue, he realized that someone had accidentally hit a power cord which unplugged one of their routers.

"AT&T knew about it before we did. You can't put a price on that − it's invaluable," he said.

Moving Forward

Looking ahead, Giannoumis said that Berlex will be investigating a number of different technologies including wireless and handheld solutions. The most important part of this however, is being kept up to date about the latest developments.

"As new technologies and new tools are developed, AT&T already has them and educates us on what's out there. We're a conservative industry, but it's important for us to know in advance about what is coming up and AT&T always keeps us informed. As far as I'm concerned, there's no better 'partner' out there," he said.

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