Case Study: Convera Transforms Employee Engagement with Zoom

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Convera helps organizations of all sizes, from small businesses to educational institutions to large enterprises, move money around the world.

With over 2,000 employees serving over 30,000 customers globally, communication at Convera needs to be reliable, secure, and simple.

And when Chris Blackstone, director of digital workplace, and his team were presented with a unique greenfield opportunity in 2022, simplicity was one of the reasons they chose Zoom.

Challenges

It’s rare to have the opportunity to start from scratch, but that’s exactly what Chris and his team were faced with. “We were able to bring Zoom in on the ground floor with very little legacy or baggage,” he said.

The primary challenge was establishing a robust, scalable communication infrastructure that could seamlessly grow with the company. Security and compliance were critical concerns, especially given Convera’s position in the fintech space. Moreover, improving the employee experience and fostering engagement across a distributed workforce was another significant challenge.

Solution

The decision to choose Zoom Phone as the foundation was pivotal. “We were able to choose Zoom Phone as the foundation of what it looked like for Zoom to be embedded at Convera, and from there we’ve really been able to expand and take advantage of all the new features that Zoom is offering,” Chris said.

Over less than two years, Convera expanded its use of the Zoom platform beyond Zoom Phone and Meetings to include Team Chat, Webinars, Events, and Contact Centre.

To enhance security, Convera implemented Zoom’s customer-managed key to manage encryption keys for all content within the Zoom platform, a critical step in ensuring security and compliance.

Chris credits close partnerships with Convera’s security team for the rapid rollout of features like AI Companion, which became accessible after moving to Zoom Workplace licensing.

The AI Companion, which automates tasks like notetaking and identifying action items, was quickly embraced by the team.

Chris highlighted, “We want to make sure that the collaboration solutions we are using are completely compliant within all the guardrails and expectations that our security group has.”

Chris and his team also improved the physical meeting experience by integrating Zoom Rooms technology and Neat devices, such as Neat Boards and Neat Bars, which use intelligent director features to enhance engagement and inclusion.

For employee engagement, Convera began using Workvivo as their platform in 2022, and its subsequent integration with Zoom in 2023 was seen as a major benefit.

Chris noted, “I was over the moon because of the benefit that was coming to us.” They also tested Zoom Scheduler to streamline the scheduling process and further integrate their digital workplace tools.

Results

Convera’s strategic implementation of Zoom tools yielded significant results. The AI Companion has transformed meetings by enabling employees to be more present and engaged, reducing the need to focus on notetaking.

“AI Companion’s meeting summaries are a game-changer for us,” Chris noted. The integration of Neat devices with Zoom Rooms democratized the meeting experience, ensuring both in-room and remote participants had equal access to collaboration tools.

The use of Workvivo within the Zoom desktop client led to a noticeable increase in employee engagement, simplifying communication across teams and departments.

“We can communicate with everyone in a particular org as identified by the leader of that org. That’s really hard to do in other solutions, but it’s cake inside of Workvivo,” Chris said.

Convera’s focus on security with the implementation of Zoom’s customer-managed key demonstrated their commitment to safeguarding sensitive information, which is crucial in the fintech sector.

Overall, Zoom has played a crucial role in breaking down barriers to collaboration and enhancing daily interactions among Convera employees.

The Future

Looking ahead, Chris is excited about the potential to further enhance employee engagement and career development through Workvivo.

“We’re going to be partnering with Zoom and Workvivo on designing a solution to engage our employees and expand beyond shoutouts and kudos, encouraging people to be more engaged, include their peers, and even see it as a way that they can progress in the organization,” Chris said.

He believes that the efficiencies of using Zoom tools in tandem, rather than piecing together solutions from multiple companies, will continue to benefit Convera.

Chris’s advice to other digital workplace leaders is clear: “Don’t think of Zoom as just a meeting platform. It provides so many other features in ways that are more approachable for people than other solutions.”

Chris also encourages leaders to envision their preferred future for organizational collaboration and consider how solutions like Zoom can help them achieve that vision, given how well the tools integrate and function together.

This blog post has been re-published by kind permission of Zoom – View the Original Article

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