Consolidated communication increases efficiency
Our client is one of the largest agencies in South Africa, serving over 1.7 million people, including employees, retirees, and their dependents. They focus on member outreach and education programs to help beneficiaries understand their financial rights within the system. Additionally, they are committed to ensuring strong security measures for member information through a self-service web system and mobile apps.
Story at a Glance
Industry
Financial Services
Business Function
IP Telephony and Omnichannel Contact Center
The Challenge
The client aimed to enhance service effectiveness and regulatory compliance by consolidating communication channels for a seamless user experience. They required a scalable, robust, and customer-centric system with high availability and disaster recovery capabilities to ensure reliability and continuous service amidst growing demands.
The In2IT Impact
- Enhanced Customer Satisfaction and Accessibility: Achieved a 35% increase in customer satisfaction scores and a 40% reduction in average response times.
- Reliable and Continuous Operations: Ensured 99.99% uptime with geo-redundancy, reducing service interruptions by over 50%.
- Increased Efficiency and Compliance: Achieved 100% interaction documentation, reduced manual effort by 60%, handling time by 50%, and increased customer self-service usage by 20%.
Business Challenges and Objectives
The client aimed to increase service effectiveness while ensuring that systems were in line with regulatory standards. It mainly wanted to consolidate many communication channels to provide a perfectly smooth user experience and, as such, make it much easier for customers to interact with the service in their preferred way, whether by phone, email, chatting, or social media.
Another crucial aspect of the project is the need for a system that is not only efficient and customer-centric but also easily scalable and robust. This presents a significant challenge and an exciting opportunity for innovation. The system should be designed to accommodate future changes and new functionalities without requiring extensive overhauls. It is expected to handle high volumes of interactions and maintain service quality, even as the customer base grows.
In addition, HA/DR functionality needed to be implemented. The reliability and constant availability of the system ranked among the organization’s top priorities, which are to reduce downtimes and ensure continuous service. The disaster recovery capability was designed to ensure no data loss and no service interruptions by providing a reserve scheme in case of unforeseen events. It will ensure a resilient and future-proof system that supports current and future demands.
The In2IT Solution
We built a distributed, omnichannel platform that can handle high volumes of interaction and thus ensure seamless communication across all supported channels. We implemented geo-redundancy to maintain high availability and disaster recovery while dealing with the distributed architecture across two data centers.
We integrated disparate systems with the main platform as per client requirements, capturing and ensuring compliance with all audio and screen interactions. We integrated many communication platforms, including e-mail, X, Instagram, SMS, CRM, ERP, and IVR systems. This set of integrations gave the client a single platform to track all the interactions, hence helping a lot with improving the customer experience.
The In2IT team, with their expertise in CISCO Unified Contact Center Express (UCCX) and the Verint Solution, achieved a smooth solution. They also linked the in-house Cloud CRM with the client’s CRM and ERP systems. By fully exposing customer profiles and their history of interaction to business users, along with automation and self-service capabilities, they optimized workload and empowered customers with quick access to information without reliance.
The implementation of the omni-channel contact center has revolutionized our customer service operations. The seamless integration of multiple communication channels and automation of routine tasks have not only increased our efficiency but also significantly enhanced our customers’ experience. We have seen remarkable improvements in satisfaction scores and operational reliability. 
– Chief Technology Officer
Business Outcomes & Benefits
The solution has led to a 35% increase in customer satisfaction scores and a 40% reduction in average response times, greatly enhancing customer satisfaction and accessibility. The geo-redundancy feature has ensured continuous operations with 99.99% uptime, cutting service interruptions by over 50%.
Verint’s compliance recording ensures 100% documentation of all interactions, meeting regulatory standards and maintaining high service quality. Additionally, the integration of CRM with IVR has reduced manual effort by 60%, cut handling time by 50%, and increased customer self-service usage by 20%.
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Our client, a leading financial institution in South Africa, needed a centralized Vulnerability Management system to detect and mitigate infrastructure vulnerabilities and threats. In2IT implemented a comprehensive solution, covering both Data Center and Cloud Deployments, to provide enhanced visibility and proactive threat management. Utilizing Tenable Security Center and Tenable.io, the solution streamlined the Vulnerability Management process, offering detailed insights, role-based access, and real-time monitoring. This approach led to improved threat detection, prioritized risk management, and a stronger security posture, ensuring the protection of critical assets and smooth business operations.
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Our client, a key ICT service provider for government departments, sought to enhance network performance, security, and scalability while simplifying operations. In2IT implemented a Cisco SD-WAN Solution across multiple branches, integrating advanced security systems like SASE, SIG, Cloud Security, and ZTNA. The solution improved transport selection, optimized resources, and provided a scalable, user-friendly interface. This approach resulted in significant cost savings, reduced latency, enhanced application performance, and a stronger security posture, ensuring efficient operations and a robust foundation for future growth.
Milk Mantra, an innovative leader in the dairy industry, sought a comprehensive ERP solution to integrate key business areas like Supply Chain Management, Human Capital Management, Finance, and Production. In2IT implemented an ERP system tailored to their needs, focusing on automation and real-time data capture to improve operational efficiency and decision-making. The solution centralized processes, reduced manual intervention, and provided accurate, accessible data. This led to significant cost savings, enhanced productivity, and a more effective operational framework, supporting Milk Mantra’s growth and rapid expansion plans.
Our client, a leading global food and beverage company, required a comprehensive CISCO/Huawei-based IP RAN solution for seamless application backbone support across 71 cities in South Africa. In2IT designed, built, deployed, and provided operational support for the IP RAN solution in two phases: an initial implementation in 14 locations followed by expansion to 300 locations. This approach ensured a smooth transition, minimizing downtime and disruptions. The project, completed in seven months, enhanced network performance and reliability. In2IT also provided advanced network management tools and comprehensive in-house training to empower the client’s end-users.
About In2IT
We are a fast-growing leading authority in IT Consultancy, Cloud Computing, Managed Services, Application Development and Maintenance, and many more. We have a keen eye for building solutions with new-age technology and ensure our clients get the best in technology and continue their onward journey of success.
