Technical Due Diligence Leads to Successful System Deployment: A Case Study
In the fast-paced world of finance, efficient communication systems are crucial for providing excellent customer service. This case study highlights how MBR-UK, a specialist in DSDM Agile Project Management, successfully managed a complex telephony system upgrade for Link Financial, a major European finance house, following its acquisition of BCMGlobal.
The Challenge
Link Financial, known for its reliance on telephone systems to support customers, faced the task of evaluating and upgrading BCMGlobal’s existing telephony infrastructure across multiple European locations. The project required a deep understanding of the current systems and a clear vision of what was needed to enhance team performance.
The Solution: A Three-Phase Approach
MBR-UK tackled this challenge with a comprehensive three-phase strategy:
1. Planning & Discovery
- Conducted on-site visits across four territories
- Engaged in direct conversations with users to understand operational styles
- Produced a detailed report outlining upgrade requirements for maximum efficiency and minimal disruption
2. Project Management & Migration
- Managed the migration to new telephony systems in the UK, Ireland, and Italy
- Implemented an extensive approach covering technology demonstrations, coaching, and training
- Completed the deployment across three locations in just eight weeks, achieving significant cost savings
3. Transition & Exit
- Delivered comprehensive documentation for ongoing system support
- Created “cookie-cutter” templates for future location migrations
- Ensured client self-sufficiency in system maintenance and user training
Key Achievements
- Rapid Deployment: The entire project, from planning to implementation across three locations, was completed in only eight weeks.
- Cost Efficiency: Substantial savings were achieved at each stage of the project.
- Minimal Disruption: The transition was seamless, allowing continuous operations throughout the upgrade process.
- Future-Proofing: Comprehensive templates and documentation were provided, enabling the client to independently replicate the process for future locations.
Client Testimonials
The success of the project is best reflected in the words of the clients themselves:
“Rachel demonstrated exceptional accountability, consistently holding our vendors to high standards and ensuring that the project stayed on track. … One of Rachel’s standout qualities was her cost consciousness, and she diligently sought opportunities to save money without compromising the quality or integrity of the project.” – IndyM, IT Director, Link Financial
“Rachel is a super project manager, who has managed to deliver an extremely complex migration from our current telephony providers to a single provider, smoothly and without fuss.” – Johnny Cox, Head of IT Strategy & Service Delivery, BCMGlobal
Conclusion
This case study demonstrates the power of combining technical expertise with strong project management skills in the telecommunications industry. MBR-UK’s approach not only met the immediate needs of Link Financial but also set them up for future success by providing the tools and knowledge for ongoing system management and expansion.
By leveraging DSDM Agile Project Management principles, MBR-UK delivered a complex project efficiently, cost-effectively, and with minimal disruption to daily operations. This success story serves as a testament to the value of specialised project management in navigating the challenges of modern telecommunications infrastructure upgrades in the financial sector.
