Back to Case studySalesforce’s Platinum Consulting Partner Redefines Virtual Collaboration With Zoom
ShareHighlights
- Zoom: Optimal user experience with features like screensharing, cloud storage, live transcriptions, and call notes
- Cost-savings on phone bills inflated by international calls
- Higher productivity resulting from the collaboration of specialists pitching in from global locations
- Robust business continuity with SLAbacked uptime and automatic software updates for a steady workflow
- Multiple security layers for communication privacy and data protection
Introduction
Originally incorporated in 2011, the company has been a Platinum Consulting Partner for Salesforce since 2019 and was acquired by Michigan-based Youngsoft Inc the same year. It operates from four global locations and employs 200 experienced Salesforce, digital mobility, and UI/UX consultants at its 8000-sqft state-of-the-art delivery centre in Hyderabad.
The organisation helps its clients leverage advanced technologies for business success. In addition to services concerning Salesforce products such as Sales Cloud, Service Cloud, Marketing Cloud, and Commerce Cloud, the team provides an array of solutions involving analytics, application integrations, and custom software development.
As a CMMI Level 3 company, the organisation uses strict process controls to build customer experience with a focus on technology, people, and process in all its projects.
When the company’s operations expanded beyond its office in Hyderabad, it became necessary to connect virtually with teams working from other destinations. Instead of using miscellaneous tools for audio-video communication, the management decided to keep a common enterprise-grade platform that everyone could securely access to fulfil their professional duties. Under Tata Tele Business Services’ partnership with Zoom Video Communications, we offer the Zoom suite with our SLA support in India. This was an attractive deal for the management team, and they signed up for the solution.
Business Challenges
The company aimed for seamless team collaboration irrespective of where individual members worked from. Using a multitude of apps for project discussions was not practical because all data was supposed to be saved in and accessed through a shared repository.
Although the organisation could choose any video meeting app as its official networking tool, it needed certain specific features and expected ease of use for employees at all levels.
The core expectations from the conferencing service were:
- HD audio-video output and the ability to record sessions for future reference
- Privacy of live meetings and complete security of data shared between authorised participants
- Commitment for round-the-clock uptime to facilitate workforce collaboration in any time zone
The complex user interface of some other platforms, their limitations in terms of the number of participants allowed in a session, and the lack of adequate support from service providers became the reasons for rejecting them.
On the other end, the company appreciated Zoom’s thoughtfully designed features and solution configuration by experienced personnel from Tata Tele Business Services (TTBS). That is how we became a part of their success in rolling out an efficient online collaboration channel.
TTBS Solution
Having understood the customer’s requirements, TTBS’ solution architects deployed Zoom with all the meeting management features they needed. The rollout was smooth, and the users got well-acquainted with the platform in less than a week.
Employees could use Zoom directly through browsers or an application on their smartphone/tablet. The service improved communication among geographically dispersed teams and had several features expected in an enterprise-grade solution:
- Zoom’s crystal clear voice quality and high-resolution videos made meeting experiences engaging. The organisers could record these clips on any device.
- The service came with uncompromising security – password-protected participation in meetings, role-based feature access, 256-bit TLS encryption for communication, and AES-256 encryption for all content sharing during an event.
- Zoom has a guaranteed uptime of 99% backed by an SLA that TTBS offered to the customer for uninterrupted service.
The company could now host their small meetings or organisation-wide webinars and customer events equally well with over 10,000 attendees. Up to 100 participants in such sessions could use their device cameras.
Zoom enabled the company to broadcast its public events on social media. It could integrate its marketing automation tools with the app to streamline related workflows.
Zoom’s simple user interface and its unyielding security features make it apt for enterprises that must regularly interact with their remote teams while ensuring exceptional audio-video output.
