IBM has opened a new global digital sales centre in its Mulhuddart technology campus, creating 50 new jobs with an investment of €20 million.
The centre will leverage IBM cloud platforms, social media and collaboration tools to provide clients with “increased personalisation, innovation and efficient collaboration through digital and social platforms”.
The centre is the largest of its kind for the company, with a specialist IT salesforce working in 19 languages and is a focal point for clients in 21 countries across Europe.
Advances in cloud technology, data and social media, said Bruno Di Leo, senior vice president IBM Sales and Distribution, IBM, has meant that old engagement models are no longer sufficient and that IBM “not only had to learn, but to lead” in this new environment.
“Every business is dependent on data,” said De Leo. “Data is the new natural resource.”
Emphasising IBM’s experience and expertise in the area of big data, de Leo added, “The ones who master the art of data will be the ones who will succeed in the future.”
In this new environment, where access to social media, collaboration tools and cloud computing are increasing rapidly, De Leo said that the initiative behind the centre was about allowing customers to engage the way that they want to, wherever they are.
“Digital is central, not secondary.”
The announcement was welcomed by the Tánaiste and Minister for Social Protection, Joan Burton TD, a resident and TD for the area.
“I want to congratulate IBM on its new facility in Damastown. IBM is the longest established multinational in the country and one of our biggest employers. I am very proud that IBM has chosen Ireland as a location to develop and push the boundaries of technological innovation over the past 60 years. I am sure this next chapter in the IBM story, with the opening of its Digital Sales Centre, will redefine how the industry interacts with its clients and partners.”
“The transformation that has occurred here and that I have been privileged to have been briefed on, on a number of occasions, is really positive. It is positive for the economy of Ireland. We want this country to be at the leading edge and the cutting edge of new technology,” said the Tánaiste.
At the centre, digital sales team members will use social media and mobile technology along with IBM’s commercially available analytics software to better identify client needs and engage in a more targeted and personalised conversation rather than a primarily transactional experience. Clients will be able to engage with representatives via an online webinar on IBM’s SoftLayer cloud solution and use their mobile device to continue the conversation in a text chat or a webcam discussion. All of this can take place while the representative is using business analytics in a real-time evaluation of information from all relevant sources and expertise to support the creation of the client’s cloud solution.
With these enhanced digital engagements, social business tools and processes within the Centre, representatives will also be able to collaborate more easily with their peers and IBM industry specialists to achieve more positive results, innovation and increased client satisfaction and experience, which will lead to the creation of higher value solutions.
The new centre was also welcomed by Martin Shanahan, CEO, IDA Ireland.
“Today’s investment by IBM reinforces Ireland’s credentials as the leading location for technology companies to invest, innovate and transform through a highly skilled and talented workforce,” said Shanahan. “A strong Irish management team has helped transform what was once a manufacturing facility into a state of the art Digital Sales centre, which strengthens the importance of the Irish operations within IBM’s global business.”
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