In response to the Covid-19 work from home mandate, our client, a major financial services organisation, needed to urgently enable remote working for approximately 1300 staff. This included a high number of contact centre users who had previously relied on office-based access to corporate telephony. Ensuring continuity of customer service while meeting government requirements presented a significant operational challenge..
To meet the urgent need for remote working, we quickly adapted and scaled the client’s existing remote access solution. This allowed employees, including contact centre teams, to securely access the systems and tools they needed from home.
We introduced a simple softphone solution so contact centre staff could continue handling calls offsite without disruption. To support secure logins, we also created a fast-track process for issuing two factor authentication tokens and provided hands-on support for staff unfamiliar with remote working tools.
Our focus throughout was on speed, simplicity, and making sure every user could stay connected and productive, no matter where they were working from.
The rapid response and clear focus on usability meant the organisation was able to maintain full operations during an unprecedented shift to remote work. The solution not only met immediate needs but also laid the foundation for more flexible working in the future.
As a result:
