Client Overview:
Our client, a dynamic Business Process Outsourcing (BPO) company, specialises in providing outsourced customer service solutions to a diverse portfolio of clients. They operate in a fast-paced environment where efficiency, reliability, and scalability are paramount.
Challenge:
The client was grappling with significant challenges in their IT infrastructure, including daily outages and the absence of a comprehensive IT strategy.
Solution:
Following an extensive review of the companies IT estate and meetings with various stakeholders throughout the business Gen A formulated a four-pillared modernisation plan to overhaul the client's IT environment, encompassing the following phases.
1. Stabilize: The initial step was to stabilise the existing IT estate, which was plagued by daily outages. Gen A swiftly implemented the following changes:
Monitoring and Management:
Real-time monitoring and proactive management solutions were put in place to swiftly identify and rectify issues before they escalated.
Change Management: A structured change management process was instituted to ensure that changes to the IT environment were executed without causing disruptions
The stabilisation phase yielded immediate success, dramatically reducing outages and enhancing operational reliability.
2. Modernise: Gen A concurrently worked on the IT modernisation plan, modernising the following key areas:
Enterprise Wi-Fi Implementation:
Ensured seamless wireless connectivity throughout the organization.
Network Maturity: Enhanced Local Area Network (LAN) and Wide Area Network (WAN) infrastructure to support increase data flow and network reliability
Infrastructure Refresh: Upgraded the core IT infrastructure to boost performance and resilience
Managed Backup and Business Continuity: Planned a robust data backup and continuity solutions
IT Security and Information Protection:
Enhanced security measures and implemented Data Loss Prevention strategies
Compliance Recertification:
Ensured the client's IT environment complied with relevant industry regulations
Enterprise Identity and Access Management Solution:
Strengthened access controls to safeguard sensitive information.
Define, Embed & Document BCP Plans: Developed and documented Business Continuity Plans.
Continual Assessment and Maturity of IT Strategy: Regularly assessed and improved the client's IT strategy to adapt to changing business needs.
3. Mid Term Strategy: Working with key stakeholders we developed a mid-term IT strategy as follows;
End user computing analysis:
Implement a centralised virtual desktop and leverage zero client technology to improve scalability and drive efficiency across IT new user provisioning
Cloud 1st approach:
Analyse workloads and move as many services as possible to the cloud where appropriate
Mature Application Stack:
Review ERP/HRM and CMS and augment/integrate where feasible
4. Long Term Strategy: Working with key stakeholders we developed a mid-term IT strategy as follows;
Automation:
Business and IT automation to be matured during this phase of our customers IT strategy. Consider HR driven Identity and Access management. Continuous Business Strategy Review and IT Alignment
As a Service:
IT to be delivered as a full cloud managed service. Cloud adoption leveraging cloud economics to Improve business agility, enhance disaster recovery, reduce costs, accelerate time to market, and enable expansion into new markets.
Improve Cyber Security Posture:
Cyber essentials plus and ISO27001 certifications achieved during this time. Leverage next generation security information and event management toolsets to ensure real-time knowledge of security threats.
Innovation:
Be seen as a technology leader and innovator in the Outsourced Contact Centre industry. Offer our customers technology solutions to complement the current service lines offered.
Customer Growth
Our client's rapid growth necessitated the establishment of a new site. Gen A project managed the entire IT readiness for this expansion, which included:
LAN and Structured Cabling Implementation:
Ensured the new site's physical IT infrastructure was set up for seamless operations.
Resilient Leased Lines and New Global WAN:
Established reliable network connections to guarantee uninterrupted data flow.
Enterprise Wi-Fi: Extended the wireless network to the new site, ensuring uniform connectivity.
Ongoing Managed Services
After the successful execution of the consultancy and change project, Gen A continued to support our client with a range of ongoing managed services, including:
Change Management:
Implemented change management processes to ensure ongoing IT stability.
vCTO Services:
Provided virtual Chief Technology Officer (CTO) expertise for strategic guidance.
Managed Licenses:
Managed software licenses to ensure compliance and cost-efficiency.
3rd Line Escalation:
Offered expert third-line technical support to tackle complex IT issues
Results
Gen A's comprehensive approach led to a remarkable transformation in the client's IT environment. The stabilisation phase resulted in a significant reduction in daily outages, immediately enhancing operational reliability.
The modernisation plan enhanced the client's IT infrastructure's performance, security, and resilience, aligning it with the organisation's growth objectives. Additionally, the successful expansion of the new site showcased our ability to support the client's rapid growth.
The ongoing managed services ensure that the client continues to benefit from a stable and efficient IT environment, supported by expert guidance and technical support.
Gen A's consultancy and change services have enabled our customer to maintain a competitive edge and provide high-quality customer service solutions to their clients while supporting their rapid growth and expansion.
