Case study title

Unified Communications - Not for Profit - Dimensions

Client Name

Dimensions

Industry

Not for Profit

The Overview

Fully-managed Cloud services, providing a strategic partnership, total flexibility and greater cost efficiencies.

Dimensions is one of the country’s largest not-for-profit organisations geared towards helping those with
learning disabilities, autism, challenging behaviour and complex needs. With over 7,000 members of staff
supporting people and their families across 750 sites, Dimensions play an active part in helping communities
UK-wide.

Get FREE Expert Unified Communications Advice


Download Dimensions’ Case Study Here

Benefits

  • Strategic and efficient “one supplier” partnership
  • Scalability and flexibility (future-proof solution)
  • Cost savings
  • High-speed and reliable Network

The Challenge

Wanting to reduce capital expenditure and eliminate the complexities of running on-premise systems, Dimensions placed an emphasis on making a strategic move to one single partner, as opposed to the 40 they had at the time. Choosing GCI to fully manage their services meant that multiple challenges could be addressed at once whilst striving for maximum cost efficiencies.

Network and Infrastructure (IaaS):
The huge challenge of running IT and network services to 750 sites across the UK was catching up with Dimensions’ ageing network infrastructure. With slow and sluggish bandwidth, the network was becoming insufficient for Dimensions and those they support. For example, they were struggling under the weight of 22,000 support tickets a month and on average 1,000 “password reset” calls a week.

Most importantly for Dimensions is that their legacy systems and poor network infrastructure was negatively impacting on the support they were able to offer to those under their care, and the efficiency of their staff. The network was unreliable to the point of almost being unusable, and for those who depended heavily on it for learning, support and regularity compliance, this was a critical element that needed addressing - fast. The network therefore required a complete upgrade to support the evolution of the organisation and provide the flexibility that was necessary to deliver a future-proof and scalable IT strategy.

Unified Communications (UCaaS):
Wanting to utilise Cloud-based services, further reduce hardware costs and improve collaboration, Dimensions also required a more efficient communications solution in conjunction with a reliable network. The solution would need to support high call volume and reduce waiting times, as call handling from staff and outside agencies was under pressure with an increasing number of enquiries into Dimensions’ regional offices.

The Solution

Network and Infrastructure (IaaS):
All core regional sites will see a network boost that will deliver dedicated dual-fibre MPLS network connectivity to nine regional centres, with a further 750 sites receiving high-speed Fibre to the Cabinet (FTTC) or ADSL2+. This will enable full Wi-Fi at all sites for staff, guests and their families. Some sites are already “live” and the feedback is highly positive, with staff reporting that line speeds are already 100x faster at many of these sites.

The upgrade of the Network infrastructure meant that Dimensions could decommission its ageing on-premise servers and utilise Cloud Computing via GCI’s own dedicated and secure data centres. By doing so, the charity will save on hardware and management costs, which frees up funds and personnel to focus on other projects.

Unified Communications (UCaaS):
For collaborative communications, GCI will also deploy 1,750 Skype for Business seats and run this service fully from the Cloud (UCaaS). This will be further enhanced by the deployment of 80 Enghouse Contact Centre seats, wall boards and integrated operator consoles at all regional centres, delivering an omni-channel solution fully integrated with Skype for Business.

Enghouse are a leading expert in customer communications, providing one of the most comprehensive sets of contact centre interaction management tools in the industry. They therefore offer ideal synergies with GCI’s own unified communications and Cloud expertise and with the integration of Skype for Business, Dimensions will benefit from an improved overall interactive customer experience. Additionally, greater cost savings and a feature-rich user experience with video conferencing, instant messaging, and the presence and mobility app can be expected.

“The significance of the new operator consoles at all regional centres should not be underestimated in the overall increase in efficiencies. Call handling from staff and enquiries to Dimensions was an issue, but with the integration of Skype for Business, utilising presence and the mobility app, cost savings and an improved customer experience are anticipated.” - Peter Watson, GCI