Overview
A leading medical technology company faced significant challenges in enabling remote collaboration and maintaining productivity during the COVID-19 pandemic. With the shift to remote work, the client struggled with effective collaboration tools and connectivity, making it difficult for employees to maintain seamless operations while working from home.
HCLTech deployed Microsoft Teams, a cloud-based collaboration tool, for the client's 65,000 employees in under a month. This solution enabled efficient remote work, ensuring business continuity and meeting customer needs throughout the pandemic.
The Challenge
Inefficient collaboration systems and connectivity issues
- Fragmented collaboration tools: The client relied on a mix of collaboration channels, including on-premises systems and Skype, which were inadequate for a fully remote work environment.
- Inconsistent skype client versions: Lack of standardization in Skype versions resulted in frequent call drops and screen-sharing issues.
- Poor call quality: Persistent audio/video call quality issues led to a poor end-user experience, hindering effective communication.
- Latency issues: Using VPNs in personal devices caused significant latency during calls and meetings, reducing overall productivity.
The Solution
Seamless remote collaboration with Microsoft Teams
HCLTech implemented Microsoft Teams for all users, providing a unified platform for instant messaging, audio/video conferencing, and file-sharing capabilities accessible from any location and device.
- Quality of service (QoS): Teams were optimized with QoS to prioritize real-time network traffic (e.g., voice/video streaming) and improve call quality.
- Split tunneling: HCLTech implemented split tunneling to bypass VPNs, reducing network load and enhancing connection stability.
- Call quality sashboard: HCLTech deployed a custom call quality dashboard using the WorkBlaze framework to monitor and improve the remote collaboration experience in real time.
- Enterprise voice integration: Teams were integrated with Enterprise voice for 2,000 critical users, ensuring uninterrupted connectivity and communication.
The Objective
Enable seamless remote collaboration and business continuity
- Provide a robust, cloud-based solution for seamless remote working, communication, and conferencing.
- Ensure business continuity and enhance productivity despite the challenges presented by the pandemic.
The Impact
Enhanced collaboration and productivity
- Improved collaboration: Employees could collaborate seamlessly across the enterprise, maintaining high productivity even in a remote work environment.
- State-of-the-art security: HCLTech safeguarded sensitive information with multi-factor authentication (MFA), Azure Information Protection, and Azure AD.
- High adoption rate: The successful deployment of Microsoft Teams led to widespread adoption, driving behavior change and enabling a smooth transition to the new collaboration solution.
- Real-time monitoring: The call quality dashboard effectively monitored the system, allowing for quick identification and resolution of any technical issues.
Key Highlights
in call quality-related tickets.
in Mean Time to Resolution (MTTR).
in PSTN (Public Switched Telephone Network) spending.
