Largest Union In US makes generation leap in support technology21

Our client needed a partner who was able to engage with them quickly, had multiple disciplines under one roof and was able to collaborate on several projects, yet maintain a consistency of leadership to ensure continuity within each project.

Our client needed a partner who was able to engage with them quickly, had multiple disciplines under one roof and was able to collaborate on several projects, yet maintain a consistency of leadership to ensure continuity within each project.

Challenge

The union was significantly hampered in delivering world-class services to their members because of the constraints of their legacy technology stack. The union had an antiquated PBX and a contact center that was driven by the limitations of that PBX to deliver services to disparate offices that are geographically dispersed. To add complexity to the challenge; their processes and procedures were married to those capabilities and were not built to service the modern member and their team had never undergone so radical a change as what was needed. They needed to adapt to changes in the market and they needed to do it very quickly.

Solution

Cloudlinx was engaged to corral the project and bring direction the related projects that would have an influence on the success of the primary contact center creation. By engaging with Cloudlinx, the union was able to utilize a partner that has real-world experiential knowledge of a multitude of disciplines that needed to be considered for this project. Our “owner-led” engagement model ensured that the project would have consistent leadership and clarity of vision from start to finish and would not be handed off to lesser experience associates.

Cloudlinx began a thorough current state analysis of the technology in place today and the processes that drove member engagement. This information gave Cloudlinx the proper starting point to fully understand what was needed to complete a project of this complexity. Cloudlinx recognized that simply layering on a technology would not be enough to drive the transformational change the union was looking for. Cloudlinx and the union had to change member services from the ground up to fully realize their vision.

Cloudlinx developed a comprehensive RFP that would cover their CCaaS goals but carefully considered the intermingling nature of the union’s Salesforce.com, O365, UCaaS, marketing & event management, knowledge management, security, wide-area networking and the processes that support these services.

Cloudlinx was able to deliver a comprehensive set of integrated providers and a complete plan of action to the union within 4 months that would service their membership in an entirely new way. Furthermore, the construction of a new service paradigm; with tools like, work-at-home, call-me-back services, secure MPLS, gamification, workforce management, omni-channel communications will all be supported by a comprehensive quality assurance engine.

Result

Cloudlinx delivered a completely new contact center & hosted VoIP solution across a secure and robust MPLS network that met the strict security requirements of the union that is centrally monitored and supported. With the addition of enhanced support processes and procedures Cloudlinx was also able to deliver faster meantime to respond & resolve issues with processes that are complimented by strong technology. Cloudlinx completed the migration with leadership from the union and the supplier and was ready to support membership in August 2019 – only 8 months from RFP issue.

Industry

One of the largest public sector unions in the country with over 250,000 members.

Customers

Individual union members who are the lifeblood of a thriving public services sector focused on children’s development.

"Rather than being the solution; technology purchased in absence of strong processes, integration & training will be an anchor around your organization slowing or negating any transformational gains and monetary benefits."

Frank Wassenbergh

CCaaS Practice Leader