How DLL Transformed Its Global Contact Center Infrastructure

DLL Financial Solutions

DLL chose Anywhere365 as a unified communications platform that would bring everything together under one umbrella and phase out their legacy systems.

Product and services

Anywhere365 Dialogue Cloud

Industry

Finance

Location

Global, headquartered in Europe

April 30, 2021

“We had many different products being from various partners who could all make or break the availability of our service, but together they didn’t make a consolidated whole.” said Ronald Majoor, Senior Vice President of IT Infrastructure. The company chose Anywhere365 as a unified, cohesive communications platform that would bring everything together under one umbrella and phase out their legacy systems.

The story

Headquartered in Eindhoven, the Netherlands, DLL is the world’s leading vendor finance partner. It provides sustainable and effective finance solutions to industries such as agriculture, healthcare, transportation, industrial and technology. With EUR 35 billion in assets and more than 5,000 employees working in 30+ countries around the world, it is a large operation.

Ronald Majoor is the company’s Senior Vice President of IT Infrastructure. He was determined to offer a futureproof workplace transformation to all global employees. “It took some courage to do what we have done with our workplace and telephony system. At times this was not an easy ride and our perseverance was tested more than once. But looking at where we are now, we can confidently say we’ve laid a strong foundation for the future workplace.”

The company has worked tirelessly over the past three years to implement a telephony solution that allows DLL to connect its business critical contact centers across the world. Implementation was rigorously tested when employees started working remotely due to COVID-19. Majoor concludes that the newly launched solution immediately proved its worth. “Our contact centers stayed connected with our customers throughout the year”.

“The solution we have in place with Anywhere365 and Microsoft Teams made sure that our contact centers can continue to operate in the same way as they did before COVID-19,” he adds.

Unified and Cohesive Communications Solution

“When I started as Senior Vice President of Infrastructure, the program to implement this new solution was already underway, but there were still some fundamental choices to be made,” said Majoor. “The security and scalability of the roll-out, as well as the overall scope and priorities needed to be determined. But it was clear that our dialogues, both internally and with customers, needed to be improved. We had many different products by various partners who could all make or break the availability of our service, but together they didn’t make a consolidated whole.”

The company needed a unified, cohesive communications platform that would bring everything together under one umbrella – to the extent that was possible – and phase out the use of these older technologies. With the help of ICTeams, that is what DLL have achieved.

Cloud-native Telephony System and Microsoft Teams

“We had already been working with DLL for several years before the Teams telephony implementation,” says Harold Speeks, Business Consultant at Microsoft partner ICTeams. The initial role of ICTeams had been moving the organization to Microsoft 365 and introducing other collaboration tools like SharePoint as part of DLL’s Future Workplace Strategy.

But once that infrastructure had been established, the focus turned to implementing an integrated cloud-based telephony system that would give DLL’s workforce greater flexibility and access to remote working possibilities. “We started that project nearly three years ago,” says Speeks. “And I think almost in parallel, we introduced Microsoft Teams.”

Initially, ICTeams began implementing the telephony system through Skype for Business, but they soon realized that connecting to Microsoft Teams through the Dialogue Management system of Anywhere365 would be a more future-proof solution. Anywhere365 is a Cloud-native Dialogue Management and Contact Center, certified for Microsoft Teams. It allows Microsoft Teams to become the hub for customer engagement.

By consolidating their IT infrastructure into Microsoft 365 DLL would be able to improve the user experience by providing access to all the tools their employees needed from one application. Using one hub for teamwork and customer experience instead of multiple solutions would also make agents more productive. DLL began testing its Microsoft Teams solution in the summer of 2019, and by January 2020 they were ready to launch.

The Benefits of Cloud Telephony

DLL and ICTeams launched the Anywhere365 Dialogue Cloud right before the pandemic hit, at the beginning of 2020, and initial feedback from users highlighted how much insight sales-reps and customer service operators now have into their calls, e.g. through Power BI dashboards.

“Users now get insights into how many calls they’ve missed, how many times their customers have called, and how many interactions the company has with those customers,” said Speeks. “DLL also has insight into how many people are in the queue, supporting their staffing decisions. The legacy solutions DLL previously used did not provide these insights.”

The benefits were amplified by the company-wide move to remote working. Traditionally, there would be 10-50 people in a contact center sitting next to each other in the US office, making and taking customer calls. Supervisors could oversee that group and could sit next to a new agent, for training purposes or to intervene in a call.

“With the new solution, they can do the same, but virtually,” said Speeks. “Although people are not physically in the office, supervisors can still see how many agents are available, how many are logged in. They can even whisper to an agent, listen to the call and train rookies. Or if there’s a difficult customer situation, they can join that call remotely.”

It has all led to the business continuity that DLL had been hoping to achieve during a year when COVID-19 has presented challenges for every company. “In these times, ensuring business continuity is the primary focus,” said Ronald Majoor. “The solution that we now have with Anywhere365 and Microsoft Teams allows us to do so.”

Foundation For The Future

“There is a big lifecycle management component to this program,” said Majoor. “We invested heavily in the current workplace and by doing so we are now able to again follow the heartbeat of the industry. With Anywhere365 and Microsoft Teams we have the foundation in place to embrace and leverage new technologies as they become available and continue to build on our platform.”

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