During a major crisis like the COVID-19 pandemic, it’s important to be able to count on a reliable partner to stay in business. This was especially true for this major banking player which, on the eve of the lockdown, needed to adjust to its customers’ new digital habits. The consequences of failure could have been catastrophic.

“Sunday, March 15th, 2020, late afternoon, I was contacted by our customer to ensure that its services would remain accessible by phone, with an increase in load and with fewer resources given the impending lockdown. The proposal went out on Monday 16th at 3:00 p.m., and everything was ready by the following morning,” explains the Orange Business Services Account Manager.

The stakes were enormous: the customers of this major banking player needed to be able to use its services without leaving home, while its twenty thousand employees had to deal with increasing demands.



It was the commitment, responsiveness and complementary skills of the Orange Business Services teams that delivered on the promise. The bank was able to continue to conduct its business with only a limited impact on turnover. And above all, its customers could access banking services that were truly essential.

 

Connectivity Business Manager for Orange Business Services

Continuity and boosting telephony

It all began a month earlier. Orange Business Services operates telephone equipment for the bank using Business Talk IP, a voice-over-IP solution. At that point, several scenarios were being considered while waiting for decisions from the public authorities. As the situation gradually became clearer, a unique and focused objective came into view: to guarantee telephone service continuity while increasing capacity to handle a very large number of calls. And all this had to be done with smaller teams, because of the measures imposed under lockdown.

Delivering on the promise in just two days

The plan, which was put together in 48 hours, structured teams according to needs, ensuring social distancing and compliance with health rules, with 50% of the unit at operations sites. On the technical side, the network’s capacity, and the Business Talk IP channels in particular, were increased for the 30 sites and 25,000 telephone lines affected.

“It was the commitment, responsiveness and complementary skills of the Orange Business Services teams that delivered on the promise. The bank was able to continue to conduct its business with only a limited impact on turnover. And above all, its customers could access banking services that were truly essential,” emphasized the Orange Business Services Connectivity Business Manager.

30
sites with Business Talk IP channels upgraded and operational in less than 48 hours

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