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At a Glance
The client was facing significant communication challenges due to disjointed and unconnected communication solutions. This gave rise to difficulties in collaborating between departments, leading to departmental silos and negatively impacting customer satisfaction.
We designed and integrated in-house applications to dissolve departmental silos. We integrated a case management and service ticketing app into Slack to track external communication. This app gave customer service representatives better access to the information needed to resolve complex customer issues efficiently.
We incorporated an Information Barrier Application to control communication flows between specific departments, ensuring compliance with regulations and safeguarding sensitive information.​
Products: Slack Enterprise Grid, Enterprise Zoom, Information Barrier Application
The Client
Our client is a multinational hedge fund and financial services company headquartered in the midwestern United States. It is also a leading investor in the world’s financial markets and offers managed funds across different investment strategies, including–equities, commodities, fixed incomes, and credit.
Challenge
At the client’s office, team members had to keep jumping from one app to another to communicate with different business departments. They were using several disjoint, unconnected communication solutions. As a result, the departments were facing difficulty collaborating amongst themselves.
Departmental silos were adversely affecting customer satisfaction. With customer communication scattered across various apps, customer information was all over the place without a centralized database. Unable to quickly access account information or previous conversations with customers, their sales reps struggled to offer prompt support, resolve issues, and provide personalized service.
The client also needed help safeguarding vital business and customer data. They were concerned about data thefts and their impact on profitability.
Solution
We designed and integrated in-house applications to bring the departments together. We established specific business and administrative channels to create a collaborative workspace where employees could communicate efficiently in and outside their departments.
We designed a case management and service ticketing app and integrated it into Slack to track external communication. This app allowed customer service representatives to resolve complex issues efficiently.
For the information that the client wanted to keep private, we built an Information Barrier Application. The client could establish communication firewalls between specific departments to avoid conflicts of interest and safeguard sensitive information. They could meet all the rules and regulations in the financial sector without sacrificing organization-wide teamwork.
We further stepped up the client’s overall security by building regulatory, monitoring, and access control applications for Slack. We made a secure mobile access point application, allowing the admins to easily access internal proprietary applications containing sensitive and intellectual property information in a safe setting. We integrated Enterprise Mobility Management (EMM), allowing only approved mobile devices to access their Slack workspaces.
Results
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$30 million saved over two years by integrating Information Barrier Application
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100% adoption rate of integrated enterprise SaaS products across three companies in the organization
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EMM applications provide a secure operating environment
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Over ten applications built especially for various teams across the client’s organization
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Improved employee collaboration
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Eliminated departmental silos
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Increased customer satisfaction​
Our Role
Our senior consultant worked closely with the client. We harnessed Slack and Zoom’s capabilities to improve internal and external communication. Our consultant provided ongoing support to implement a Slack and Zoom solution. We also integrated the applications tailored just to their needs.
By the go-live date, they were operating on a fully functional, secure workspace. With Slack's customizability and versatility, they were collaborating like never before, both internally and externally. They realized increased employee collaboration, customer satisfaction, and profitability.
We know that creating a central platform for collaboration might seem complicated. But without it, you are risking a drop in employee productivity, customer satisfaction, and profits.
We've got your back. Let us connect for a free consultation and see how a communication solution can transform your business.
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