Case Study 1
Industry
Financial Services
Location
Leicester
Project
Enable remote working for contact centre agents.
Summary
Giga ops were approached by a financial services company due to the impact on their business operations during the pandemic. The company came to realise that remote working was a necessity and they needed to reduce the number of staff working in the office, and have an IT infrastructure that would allow staff to be able to work remotely whilst also ensuring they could access all system and communication tools securely.
Giga Ops were asked to provide a flexible and secure solution for contact centre staff and management to access their CRM and communications systems (i.e. contact centre phone system and email system) from home.
Issue
Limitations in the company’s IT infrastructure meant that adapting to remote working during the pandemic was not immediately possible. This began to have a huge impact on the business, not only operationally but also from a customer service perspective.
What we did
An upgrade to their firewall and use of a VPN solution was recommended and implemented. This allowed staff to connect to the contact centre network securely and access all systems with added security.
Giga Ops also upgraded their Microsoft 365 licenses to enable; advance security features, access and data control, cyberthreat protection and the implementation of mobile device management. This ensured that company mobile devices were safe and secure.
Firewall upgrade, setup of additional security policies, and reconfiguration of staff laptops’ with a VPN client was all completed within a week without any downtime to the business.
Key Challenges: The upgrade and reconfiguration work had to be completed with minimal downtime to the business as the contact centre was already operating with minimal staff and an increased workload. Further restrictions were imminently due to be announced, which meant Giga Ops were required to work to tight deadlines in order to avoid further disruption to the contact centre’s operations.
Outcomes
Key Deliverables: A completely flexible and scalable solution was delivered on-time during the COVID lockdown, allowing the business and contract centre agents to work remotely and securely. The client experienced no interruptions to their business during the implementation phase, which provided management with ease, and helped to improve operational efficiency and customer service.
