Case Study: Iress Reduces Operational Costs With Zoom

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Financial technology organisation Iress provides software that powers the financial services industry. Thousands of advice firms, superannuation funds, investment managers, traders, and brokers rely on Iress to help them perform better and satisfy customers.

Challenges

Iress has been undergoing a company-wide transformation program that refocused the business on its core areas of Wealth, Global Trading and Market Data, and Superannuation.

During this transition, it was essential for Iress’ global workforce to stay connected to maintain the company’s steadfast, high-performing culture. Iress’ customers and other stakeholders also needed to remain connected to the company for regular updates.

Solution

The familiar and easy-to-use Zoom Meetings and 100 Zoom Rooms at Iress enabled seamless internal collaboration and external client interactions across the globe. Since many of Iress’ clients use Microsoft Teams, the ability to dial into Teams meetings from Zoom Rooms has also proven helpful.

Iress currently manages around 60 queues in Zoom Phone for specific reception, support, and help desk functions. These functions benefit from follow-the-sun call routing, which is configurable for after-hours support from other regions.

Today, the team can set up new queues in ten minutes versus two or three days with the previous solution. That’s a 50% time-savings for the IT team each week.

Enjoying the cost and time management benefits of being eight physical servers lighter after the move to Voice over IP (VoIP), Iress was ready to upgrade its communications strategy with Zoom Contact Center. Zoom’s professional services team supported a complete migration from existing call centres globally.

Although it was a complex project across time zones, it was carried out in around six weeks with no hiccups.

“We were looking for more functionality with single-platform efficiency,” says Service Operations Lead Anthony Feher. “Zoom Meetings rolls up into Zoom Phone, which rolls up into Zoom Contact Center, and it’s all centrally manageable, under one vendor and one vendor agreement.”

Zoom Contact Center ticked several boxes. Iress users found the interface easy to use as they were already familiar with using Zoom Meetings and Zoom Phone.

The client experience was also significantly elevated, and the backend was simple to maintain. Making configuration changes is equally simple, without the need for Zoom support. “We just log into our portal, and our changes are up and running as soon as we hit save.”

Jack appreciates the new reporting benefits for his team, which can extract the data they want with a simple click. “We can easily know not only who’s calling, but why, which helps to drive customer service improvement and excellence.”

Results

With the rollout of Zoom Contact Center, the opportunity to consolidate software onto a single platform and achieve bottom-line gains from cost and time benefits has increased significantly.

Today, the team can set up new queues in ten minutes versus two or three days with the previous solution, saving 50% of IT team time each week.

The client experience was significantly elevated with a simplified interface, and the backend became easier to maintain.

Enjoying the cost and time management benefits of being eight physical servers lighter after the move to VoIP, Iress has significantly reduced costs and increased efficiency.

“Zoom is one of those platforms that can cater to everything. It’s almost a case of: What else does Zoom have planned on its roadmap that could benefit Iress?” says Anthony.

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

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