Home Finance Company Strengthens Security and Reliability with Britannic Private Cloud
A leading home finance company specialising in mortgages and financial advice has enhanced the security, resilience, and reliability of its telephony and data infrastructure. Partnering with Britannic, the company migrated to a private cloud, ensuring a more secure and robust environment for its operations. With a comprehensive business continuity plan in place, they can now deliver seamless customer service without disruption, even in unforeseen circumstances.
Quick Links
- The Company's Issues and Challenges
- Britannic's Private Cloud Solution
- Key Benefits of the Britannic Cloud Solution
- Enhanced Support Measures and Customer Success Programme
The Challenge - Addressing Security and Reliability Issues
Previously, the company relied on a vendor-hosted cloud for its telephony, contact centre, and data storage. However, frequent outages, security vulnerabilities, and inadequate support put their operations at risk. As a financial institution, data security threats, service disruptions, or system failures could lead to reputational damage and financial loss.
To mitigate these risks, the company partnered with Britannic, a trusted expert in financial services technology, to design and implement a comprehensive cloud migration and disaster recovery strategy.
The Solution - A Secure and Resilient Private Cloud
Ensuring Compliance and Security
Britannic worked closely with the company from the outset, conducting a thorough assessment of GDPR requirements, compliance obligations, and security protocols. With confidence in Britannic’s expertise, the company adopted a tailored solution to meet its specific needs.
Transition to a Private Cloud
Dissatisfied with the reliability and support of its previous vendor-hosted cloud, the company sought a more robust and secure environment. Britannic re-architected the telephony platform and deployed it across geographically dispersed private cloud data centres in London and Birmingham. This strategic move enhanced:
- Security and Compliance – Strengthening data protection and ensuring regulatory compliance.
- Business Continuity – Guaranteeing uninterrupted service in case of disasters such as fires, floods, cyberattacks, or pandemics.
- Operational Resilience – Eliminating outages and implementing 24/7 monitoring for seamless operations.
Mitel Contact Centre Transformation
Britannic deployed the Mitel MiVoice solution, a feature-rich IP Unified Communications (UC) platform, to improve internal and external communication. This system integrates desk phones, mobile devices, and the contact centre, enabling real-time connectivity across the organisation.
The contact centre in Solihull, with 75 agents including remote workers, now operates with greater efficiency. Agents can handle high volumes of customer interactions more effectively. Looking ahead, the company plans to expand its communication channels to include SMS, web chat, and social media, offering customers more ways to connect.
Key Benefits:
- Improved Communication – Connecting employees, advisors, and customers with seamless telephony and collaboration tools.
- Remote Working Capabilities – Empowering agents to work efficiently from home while staying connected.
- Future-Ready Infrastructure – Enhancing customer engagement by introducing multi-channel communication options.
Supporting Vulnerable Customers
Recognising the importance of safeguarding vulnerable customers, particularly retirees or those approaching retirement, the company implemented a tailored support system. With an aging population and increasing risks of cognitive decline, care needs, and financial scams, the company took proactive steps to protect these individuals.
Enhanced Support Measures:
- Personalised Call Routing – Identifying vulnerable customers and directing them to the appropriate support teams.
- Specialised Agent Training – Using call recording for staff development to improve service for vulnerable individuals.
- 24/7 Assistance – Offering round-the-clock helplines and dedicated referral services.
Managed Services for Seamless Operations
Frustrated with poor service from its previous provider, the company transitioned to Britannic’s managed services. Britannic now oversees all aspects of the company’s telephony infrastructure, including lines, numbers, server hosting, data connections, and system maintenance.
Key Advantages:
- Freeing Up IT Resources – Allowing the company’s IT team to focus on core business activities while Britannic manages communications infrastructure.
- Scalability and Cost Efficiency – Enabling seamless expansion without the complexities of new technology implementation.
- Proactive Monitoring – 24/7 real-time monitoring to detect and resolve issues before they impact operations.
Customer Success Programme
Britannic takes a meticulous approach to understanding its customers’ needs and aligning solutions to their objectives. The onboarding process was executed with care, including pilot programs to minimise risks and ensure a smooth transition.
With a fully integrated disaster recovery strategy and a dedicated framework for supporting vulnerable customers, the company is now exploring further enhancements, including video calls for deaf customers to communicate via sign language.
By moving to a private cloud, the home finance company has significantly improved its security and operational resilience. With Britannic managing their communications and IT infrastructure, they have the confidence that their systems are secure, reliable, and ready for the future.
