Digital Workplace
Digital collaboration and productivity tools for a connected workforce
In the fast-paced world of financial services, productivity and collaboration solutions are more than just a convenience—they are a critical component of success. These tools help financial institutions to streamline operations, enhance customer service and stay competitive in a dynamic market. By leveraging these technologies financial organisations can increase communication and collaboration securely across their business, whether its front of service staff, on the financial floor or the omnichannel contact centres to empower staff to deliver superior customer experience. When integrated, implemented and adopted well they can reduce costs, improve accuracy and accelerate decision-making, ultimately driving better business outcomes and delivering superior value to clients.
Utilising leading technology including Cisco and Microsoft 365 Productivity suite including Microsoft Teams, Teams calling, Teams Meeting Rooms, SharePoint and Omnichannel Contact Centre Solutions, to create a modern workforce built to provide exceptional customer experiences.
Our expertise goes beyond simply providing tools. We help you optimise operations by maximising the value of your data and preparing your workforce for AI integration. By identifying opportunities for innovation, we empower you to reduce costs, improve efficiency and drive sales growth.
Financial services and insurance organisations’ communication and collaboration solutions and hybrid work strategy are hinged on having the right secure devices to provide high quality audio, video and mobile communications from everywhere. Ensuring a seamless transition across devices whether at home, HQ, in the field, or with a customer. SCC ensure you get the right devices for your staff and ensure your existing devices are disposed of or recycled in a sustainable manner helping you meet your carbon and recycling goals.
The cornerstone of meeting your regulatory compliance and data protection is ensuring your staff can chat, meet and collaborate on documents from anywhere without compromising your privacy and security. SCC are experts in helping financial services and insurance organisations safeguard business and customer data across infrastructure, data, apps and endpoints. From meeting security, data protection and governance solutions and protecting against malicious software and broader cyber capabilities we keep you safe and secure now and for the future.
By leveraging AI, financial services and insurance companies can significantly enhance staff productivity, drive efficiencies and overall business growth. SCC are experts in helping organisations on their transformative journey to AI. As an expert Microsoft partner and one of only a select few organisations on the Copilot for M365 jumpstart program. SCC are well positioned to help your company drive the value from your Copilot for Microsoft 365 investment by providing consulting and adoption services.
We offer a broad spectrum of services to address your specific needs, including:
Productivity and Collaboration: Leverage industry-leading solutions like Microsoft 365, Teams and Cisco Collaboration tools.
Cloud Adoption and AI Integration: Embrace the potential of cloud applications, AI, and chatbots to streamline operations and enhance customer experiences.
Device Management and Security: Ensure device uptime and keep employee and customer data secure with our comprehensive management solutions.
Digital Employee Experience: Prioritise your employees' needs through improved digital user experience and persona mapping.
Outcomes we enable:
Nationwide is the world's largest building society with around 15 million members. It is one of the largest savings providers, a top-three provider of mortgages in the UK and a major provider of current accounts, credit cards, ISAs and personal loans. Nationwide’s infrastructure is hosted in Swindon and Newbury and various sites around the UK.
Nationwide needed support with Dell infrastructure, server and storage hardware support and ongoing break-fix maintenance support to manage and maintain this solution into the future. The in-scope operating systems include Windows 2012 R2, 2016 and 2019 servers plus Linux servers and 400 non-Cisco devices (including Dell) and 2,000 Cisco devices.
SCC provides a break-fix service for Nationwide through a partnership arrangement with TCS. The service has been running for over three years and covers servers, storage and other associated equipment for vendors including Dell and Cisco. In addition, we provide a part disposal service to handle any parts that are removed and no longer required as part of the break-fix service.
We provide a number of SLAs to the financial organisation which include four, six and eight hour or Next Business Day (NBD) fix. The SLAs are for a guaranteed fix, not a response. The four hour fix service is available on a 24x7 basis, if required. Due to the SLA, we can provide an ad-hoc out-of-hours service (evenings and weekends) if required. Some simple work is done in house by Nationwide, or TCS’ staff. For example, memory upgrades.
Any other work is logged via SCC’s Romania Service Desk, enabling 24x7 support. In practice, this 24x7 requirement is not regularly invoked as they have in-built redundancy, as is normally the case for a risk adverse financial institution.
The team validate the in-scope devices against agreed asset details and attempt to filter out any calls that do not require a site visit. They use the account operating manual to assist in these activities which is updated as and when required.
All aligned engineers have the necessary vendor accreditations to ensure that they are competent to carry out the work and do not invalidate any manufacturer warranties. We hold regular monthly Service Reviews to monitor key issues such as SLA performance, Continual Service Improvement initiatives and the Risk, Action, Issues and Decisions (RAID) log. We also help with work outside of the SLA, such as projects for their blades/server refresh.
The team handled between 19 – 26 tickets a month over the last 12 months, with a total of 219 tickets. All of these 219 calls completed over the last 12 months were within SLA.
