IT/ITES | Customer experience pioneer handling billions of customer interactions enhances security and reduces cost with the cloud

IT Enabled Services

Solution Background

When you are responsible for more than 7 billion customer interactions in a year, the importance of a robust collaboration system cannot be underestimated. Our customer was facing issues with their existing on-premise messaging solution, when it came to manageability and costs, especially as they looked to add additional features such as DLP, mobile device management and secure encryption for their mission critical data. They were also facing challenges with a unified identity for their users across multiple applications. With increasing proliferation of employee-owned devices across multiple form factors, their IT team was facing huge challenges in keeping compliant with internal IT controls and policies, without compromising on end user productivity.

Quadra at work

Quadra's consultants carried out a comprehensive assessment exercise, that documented the current pain points, along with end user demands. We documented business needs across a broad spectrum of their employees. We recommended Office 365 as a natural evolution of their on-premises based Exchange, as it would give them access to an instantly scalable, Microsoft managed Exchange infrastructure in the cloud, along with Skype for Business, SharePoint and Yammer.

During the assessment, we also uncovered a significant need for single sign-on and self-service based IDAM. Currently, they were was spending money on a third party solution to enable self-service password reset. With a young workforce that demanded access to devices of their choice, as well as the freedom and mobility they were used to in their digital lifestyles, they also needed a robust MDM and MAM solution to protect their data. Also, given the fact that their users routinely shared documents containing critical information both within and outside their network, Azure RMS which could provide document encryption along with the ability to audit and track these documents seemed to be a perfect fit. These use cases contributed to building a good business case for adding the EMS suite to their Office 365 subscription.

Business Benefits

Along with delivering a feature rich and enterprise ready cloud collaboration platform, we also helped to transform a simple login to a powerful identity management system, with user data available across devices, mobile apps, enterprise applications and even cloud applications. A seamless deployment across both on-premises and cloud applications meant that the entire change was transparent to end users, but they now had the powerful ability to view their data securely across any device, resulting in significant increase in productivity. We aided further cost savings by eliminating the need for a third party applications for AD self-service, threat protection and SSO, plus reduced administration costs.