Global Investment Bank

In 2019, our global investment banking customer faced a unique business challenge when they separated from another financial services provider. They needed to build both a brand-new enterprise architecture and an operating model to keep supporting their global users once the divergence was complete. With offices across various global locations and time zones, they required a trusted partner who could successfully design, implement, and support their intended end state whilst ensuring consistency and reliability throughout the transition. Additionally, they were burdened by time-consuming manual management of licence renewals that required the effort equivalent to a full-time resource.

As their chosen support service partner, we developed a comprehensive strategy to support the customer's independent tech drive. We took on full responsibility for the Divergence Project: from planning and procurement right through to ongoing support, implementing intelligent monitoring and visibility tools, streamlining licence management processes, and establishing a global support model with embedded teams in key locations.

To provide the IT team with visibility into how their tech was running and performing, we implemented Network Intelligence (NI) powered by boxxe Labs, along with Logic Monitor. This provided real-time information and insights into business-critical requirements like Wi-Fi, network, and Microsoft 365 availability. We also streamlined licence management by amalgamating Cisco renewal dates into one contract with one renewal date that could be paid in one transaction. 

To address global support needs, we deployed 'People as a Service' by identifying and engaging collaborative partners in global locations who shared our values and work ethos. These partners were embedded into global offices to offer support and work alongside internal teams, making onboarding easier and faster whilst reducing stress on the internal team.

The customer secured the trusted partner they needed to ensure consistency and reliability through a managed service that operates 24/7, 365 days a year. Our team is available to support anyone experiencing tech challenges, with faster turnaround times for overcoming issues.

The NI and Logic Monitor implementation provides quick answers and historical insights when issues arise, enabling proactive problem resolution. The streamlined licence management has eliminated the equivalent of a full-time resource burden, freeing up significant time for the fast-paced business.

With embedded support teams in various global locations, onboarding new starters has become easier and faster. Instead of remote onboarding from a central location causing issues due to time zone differences, designated personnel in different hubs can now assist users quicker when they experience tech issues. Whether facing access, software, or hardware challenges, problems can be resolved with on-site teams at various locations.

The managed service solution gives the internal team more capacity to focus on business outcomes, whilst we handle the tech complexities. Together, we're meeting expectations and delivering exceptional service across all global locations.