Link Intime, a Business Registry Service Provider Leverages TTBS Broadband, Voice & Data Services to Improve Connectivity


Highlights

  • Improved customer experience with quick call connects and superior voice quality while speaking to service executives
  • Resilient business continuity built by SLAbacked uptime
  • Stronger protection from cyber threats enabled by integrated cybersecurity features in the broadband solution
  • Agile scalability for adding more voice channels and increasing broadband bandwidth in line with business needs
  • Do It Yourself (DIY) service monitoring tools providing one view of all services on the iManage portal

Introduction

Founded in the 1980s, the company started its operations by offering a business registry service which was essentially a manual and paper-based process. Over time, the work scaled up, and in 1999 the company merged with another corporation, building upon both the teams’ strong commitment to quality of solutions in the corporate registry space in India.

At present, the company is one of the leading registrars in the Initial Public Offering (IPO) and corporate registry domain. It has its main processing centre in Mumbai – the commercial capital of India. To keep fuelling its growth, it is focused on leveraging robust digital technologies and the best of human skills. It believes that business success in any industry rests on four strong pillars - knowledge, technology, people and infrastructure.

The company was already a customer of Tata Tele Business Services (TTBS), and was using its internet leased line solution, called Smart Internet at one of the offices. It appreciated TTBS responsive support and quality of solutions.

There was now a need for a reliable Primary Rate Interface (PRI) based voice service to maintain seamless communications with clients, business partners and stakeholders. The company also needed an improvement in its broadband speed and bandwidth to manage digital processes more effectively. Happy with its prior experience of procuring solutions from TTBS, the management team contacted us once again for voice and data service.

Business Challenges

The business registration company sought a reliable business phone line that would provide optimum call quality and eliminate the problems of call drops. It did not want the voice solution to be affected by network congestion and jitter that sometimes degrade Voice Over Internet Protocol (VoIP) services as the customer service team had to routinely handle a large volume of calls.

In addition, there was a need for enterprise-grade broadband service with unlimited data transfer and reliable uptime. High speed was a priority because the existing vanilla broadband connection was not strong enough to support the usage of Cloud apps and frequent exchange of data.

The management team preferred to get both the solutions from a single service provider and had some particular expectations:

  • The PRI line was to have multiple channels for Automatic Call Distribution (ACD) to available customer service executives
  • There was a need for robust security features with the broadband solution – the team did not want to complicate its network protection system by installing multiple anti-software services and firewalls
  • Both the services – PRI and broadband – had to be backed by an end-to-end Service-Level Agreement (SLA)

In addition, the company’s in-house IT team required a dedicated account management service so that they could easily check and pay their bills, register new requests when necessary and keep a tab on how their employees were using the service.

TTBS Solution

The solution architects from TTBS configured PRI and Business Broadband services for the company. The deployment was quick and hassle-free, with no disruption in day-to-day business operations.

We had to set up only one PRI line – it came with 30 channels that could effectively meet the business requirements, ensuring that none of the calls go unanswered. The channels could be upgraded in multiples of 30 with an installation of every new line. After the installation of PRI service, there was a noticeable improvement in voice clarity.

The Business Broadband setup was smooth. The fibre-based connection upgraded the upload and download speeds, enabling the company to use its data connectivity for efficient Cloud computing and also audio-video conferencing.

As the single service provider for both the solutions, TTBS addressed the company’s expectations effectively:

  • The PRI service came with a single pilot number and its ACD feature ensured that the incoming calls were directed to available customer service executives – the team could handle 30 calls on different channels simultaneously with optimum voice clarity
  • With TTBS Business Broadband, the company received Watchguard Endpoint Security that is optimised with intelligent sensors and predictive machine learning
  • The Business Broadband solution also had inbuilt Cisco Domain Name System (DNS) Security because of which there was no need to maintain a jumble of incoherent third-party anti-virus systems
  • TTBS provided both the services with an SLA-backed uptime of 99.5% and short meantime-to-resolve for technical concerns if any

The company had a unified iManage account to manage and check the status of both services at a from anywhere. The accounts department could pay the bills securely through the same platform and the IT team could use it to send feedback and new service requests as and when required.

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“The team’s quick response for service deployments and troubleshooting makes TTBS a trustworthy brand. Their voice, data and broadband services are unparalleled and has helped us improve connectivity, productivity and enabled business continuity.” Chandrasekaran Veeramani, AVP Link Intime India Pvt Ltd

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