Managed services from
Logicalis help keep information flowing smoothly around the world
for Watts Water Technologies.
Watts Water Technologies,
Inc. (NYSE:WTS) is a world leader in the manufacture of innovative
products to control the efficiency, safety and quality of water
within residential, commercial and institutional applications.
Headquartered in North Andover, Mass., Watts has annual sales of
more than $1.2 billion, 5,900 employees and operates more than 70
facilities across North America, Europe, Asia and Africa.
A corporate strategy of
growth by acquisition enabled a rapid international expansion of
Watts’ business, but also left it with a complex patchwork of
enterprise resource planning (ERP), messaging and collaboration
systems, supported by an assortment of IT teams with varied skill
Watts had worked with
Logicalis on a variety of server, storage and network projects
since 2004 and was aware of Logicalis’ managed services offering,
but its longstanding tradition of handling IT itself caused it to
keep systems management in-house.
With demands from users
increasing and his budget tightening, by 2008 Watts’ director of
global IT shared services, Ty Muscat, decided it was time to call
Logicalis account executive Jim Hennessey and give managed services
from Logicalis another look.
That decision was the
catalyst for a new dimension in the relationship between Watts and
Logicalis and increasingly has shifted system management
responsibilities to Logicalis and freed the Watts IT team to focus
on core competencies that support and advance its business
In its first year as a
managed services client, Watts was able to do more for less—logging
a 10 percent return on investment (ROI). More importantly, the
first year as a managed services client demonstrated the true
potential of a partnership with Logicalis, which the two companies
have been growing into ever since.
The following year, Watts
added significantly to its managed services contract with
Logicalis, including the dedication of a Logicalis solutions
architect to help it begin the long process of consolidating and
optimizing its global IT environment. Logicalis managed services
expert Dan Pellegrini worked closely with Watts on the design of a
flexible package of services tailored to Watts’ specific
For all the technology
involved, Muscat says it has been the Logicalis people who have
made the partnership with Watts so rewarding. "Normally when you
look at outsourcing, you just become another customer to a large
organization, and you never know who you are working with," Muscat
says. "It’s different with Logicalis because you really do get to
know all the people you are working with. And that’s important.
That’s when everyone can actually start acting like a part of your
The ERP application at the
heart of Watts’ business is QAD. Rolling out the newest version of
QAD Enterprise Edition presented an opportunity to realize the
vision of One Watts: a unified, centrally managed global IT
environment that would extend QAD to Watts’ entire community of
users and provide a single global messaging platform.
"Our goal is to have one
single ERP for all of Watts," Muscat says. "It’s a Herculean task
because we have so many different systems today."
A giant first step toward
the One Watts goal is rolling out a standard infrastructure to
support the deployment of QAD through Watts’ operations.
"I don’t think we would have
been able to keep the project moving forward as well as we have
without Logicalis," Muscat says. "We needed very quick turnarounds.
We needed the project management experience they brought to the
table. Logicalis also had the understanding of our existing
environment and support structure, so they were able to build an
infrastructure to support the project that fit right into our
Logicalis also uses the
ServiceNow ITSM framework that enables Information Technology
Infrastructure Library (ITIL) best practices across the global
infrastructure. Watts and Logicalis are also working together to
consolidate the 14 messaging environments serving its users into a
single unified global messaging platform that will provide email,
instant messaging, SharePoint and other services.
Through the years Watts has
worked with Logicalis, Muscat says, "Logicalis has consistently
distinguished itself by its willingness to work with my team to
develop a solution that adds value and fits our needs as a
customer. Each project has been a joint effort that we implement
together as a team and support as a team—with Logicalis taking on
some responsibility and Watts taking on some responsibility. There
is tremendous flexibility in the range of services Logicalis can
Muscat says the quarterly
reviews that are part of its managed services agreement with
Logicalis have enriched the relationship and opened opportunities
for expanding services. "The periodic reviews are very important
for building that close working relationship we have developed over
the years. During the reviews, we are able to meet and talk to the
people who are actually managing our environment. Meeting face to
face like that makes everything we’re doing real for everyone
"Logicalis is really an
extension of our IT department," Muscat adds. "It’s not a
vendor/customer relationship. It’s a partnership. We’ve been
growing closer together over the last couple of years. Right now
it’s the best it’s ever been, and our users notice the benefits. Of
course the users want more, as users always do. That’s where
Logicalis comes in to help us implement that next great idea."
As an active member of
Logicalis’ Managed Services Advisory Council, Muscat also
contributes to Logicalis’ ongoing expansion and refinement of its
managed services offerings.
"Being on the advisory committee has helped me understand where
managed services is going," Muscat says. "I’ve also been able to
provide input on Watts’ direction and where I want Logicalis to go
to provide the services we need. Logicalis really wants to provide
value, and they continue to develop and improve all the time. It
has been a very good experience for both companies. We’re both
learning and getting better at what we do."
"Logicalis is really an extension of our IT department. It’s not a vendor/customer relationship. It’s a partnership. Logicalis comes in to help us implement that next great idea."
Ty Muscat, Director of Global IT Shared Services, Watts Water Technologies