Case Studies

The Westfield Group

The Westfield Group has interests in and operates one of the world's largest shopping center portfolios. The global portfolio has 124 high quality regional shopping centers in Australia, New Zealand, the United States, the United Kingdom and Brazil valued in excess of $59 billion, with approximately 25,000 retailers in more than10.5 million square meters of retail space.

Westfield is a vertically integrated shopping center group. It manages all aspects of shopping center development, from design and construction through to leasing, management and marketing.

The Group creates value through intensive management at an operational level and a strategic development program which continually improves the quality of the portfolio to generate income and capital growth for investors.

The Westfield Group and TIGER share a common goal: To provide world class service every day to our customers without compromise. TIGER partners with Westfield to keep all US locations up and running, including many international airports that demand security clearance and a critical response. In the past, the manufacturer was deemed too slow, unreliable and it would generally take 3-4 days to resolve an issue. To dispatch a Westfield employee to a remote site was taking away a valuable team member to complete time sensitive projects, a distraction and economically not a viable option. Today, one call to TIGER is all it takes.

For example, when a server goes down at JFK airport, TIGER dispatches an engineer familiar with JFK security and has clearance to go quickly to the site and resolve the issue. All the prior difficulties, expense and delays that Westfield used to go through are eliminated. Furthermore, as the Westfield IT staff evolves over the years and employees move on, one constant remains-TIGER.

TIGER has been serving The Westfield Group for over 10 years.

WATG London, California, Orlando, New York, Singapore, Seattle and Hawaii

Over the course of the last six decades, WATG has become the world's leading design consultant for the hospitality, leisure and entertainment industries. Having worked in 160 countries and territories across six continents, WATG has designed more great hotels and resorts than any other firm on the planet. Many of WATG's projects have become international landmarks, renowned not only for their design and sense of place but also for their bottom-line success.

WATG is an international company, with projects all over the world. The IT department keeps busy working on time sensitive projects with critical deadlines. A server going down is a major interruption to their business. WATG cannot commit resources towards the long arduous troubleshooting and diagnostics the manufacturer requires. To add insult to injury, the manufacturer requires that a WATG employee be in front of the equipment. This was unpractical and frustrating. WATG sought out a company to manage their server support. Coincidently today’s WATG IT manager had worked with TIGER for 5 years at a previous employer and made the recommendation to IT Management to give TIGER a try. 8 years later, TIGER continues to deliver excellence.

Recently WATG had a critical server shut down at a secured COLO in Southern California. TIGER was immediately contacted and within 2 hours a TIGER technician was at the COLO with replacement parts in hand. The server was up within the hour. This situation is unique because the manufacturer keeps you waiting for an entire day unable to tell you who is coming and when. To make matters worse, parts may or may not be delivered until the following day. In this case, a familiar TIGER employee arrives with security clearance and parts in hand at the COLO because they have been pre-authorized to be there. WATG has our employee’s cell phone number so they know where we are and when we’re coming every step of the way.

WATG has been a customer for over 7 years.

UCI Medical Center

The University of California, Irvine Medical Center is a world-class academic medical center and the only university hospital in Orange County. Opened in 1976, the 422-bed medical facility offers a full scope of acute- and general-care services, including a regional burn center, trauma center, and a National Cancer Institute (NCI)-designated comprehensive cancer center. The UCI Medical Center has been designated as one of “America’s Best Hospitals” by U.S. News & World Report.

Within the last 15 years, the IT department at the medical center has developed into a world class operation utilizing over 120 servers ranging from IBM, HP and Dell. As they continued to grow, it was TIGER that was able to adjust to the ever changing environment. New servers, old servers, IBM AS400, Auto loaders, you name it, UCI had it.

A general example of TIGER in action: An early model server refuses to boot following a routine BIOS update and finally exhibits a fatal memory exception error. Over 5 years old with four 512M modules this is a server the manufacturer no longer supports. TIGER responds within 4 hours and without question hand delivers four 1GB Kingston Technology memory modules. This not only eliminates the hours of troubleshooting that a manufacturer would put you through, it improves the overall processing speed of the server as well. Speaking of Kingston Technology, TIGER partners with Kingston Technology to protect their servers as well!

What does UCI have to say about Tiger? In their own words: “In a fast paced medical environment, we rely heavily on uptime and customer satisfaction. Tiger Tech has provided us with the professional and fast service allowing us to meet and exceed the expectations of our customers”

UCI Medical Center has been a customer for over 12 years.

ST. JOHN

ST. JOHN, one of the premier names in American fashion, was founded in 1962 by Robert and Marie Gray. Renowned for its innovative knits, ST. JOHN has evolved from a small family operation to the global luxury brand known today. The company, headquartered in Irvine, California, now employs approximately 3,000 people and operates dozens of offices and manufacturing facilities worldwide. ST. JOHN is today as it has always been, a carefully managed company, maintaining consistency of product through the administration of all stages throughout the design and manufacturing process.

TIGER covers all ST. JOHN HP, Dell and IBM servers. In addition, ST. JOHN recently added Foundry to the inventory to be covered. Recently, ST. JOHN needed a discontinued fiber switch to replace a failed unit in Mexico. It had to be delivered first thing in the morning! The manufacturer no longer offered a solution, so ST. JOHN called TIGER. Within one hour TIGER was able to locate a replacement switch at half the cost of a new one and hand deliver the replacement the following morning as requested. TIGER will go the extra mile to service all its customers. There are no expedite charges for this invaluable service, this is just what we do.

According to ST. JOHN's IT Manager: “PRICELESS! I've never had to worry if my issues were going to be handled in a fast, professional manner. That's why we will never consider using anyone else”.

ST. JOHN has been a customer for over 12 years.