Case Study

Ramping up services for business continuity under COVID-19

The pandemic has changed the way we work. Adaptability must be a top priority to ensure business continuity.

Challenge

When COVID-19 struck, Relia saw an urgent need to transition its employees to a work-from-home setup. The requirement also coincided with ongoing efforts to deploy 3,000 additional agents to support its clients' seasonal ramp. Given the already constrained IT infrastructure at that time, Relia partnered with Microsoft in adapting a cost-effective and Reliable cloud-based solution. Read on to find more information on our solutions and results.

Solutions

Partnering with Microsoft, Relia:
  • Deployed Windows Virtual Desktop (WVD) solution, a Microsoft Azure-based remote desktop, enabling agents to use the company's provided PC or their devices for work.
  • Utilized Microsoft Teams as the primary channel for remote collaboration and training.
  • Outbound calls were implemented to provide even more information and enable sales, with the timing of calls specially designed to improve connectivity and conversion rate.
To ensure a smooth transition, Microsoft conducted training sessions to help employees get accustomed to the tool and adapt to the work from home environment.

Results

  • During the early stages of the pandemic and despite the challenging BPO landscape, we immediately transitioned to a hybrid delivery model with site occupancy at 50-60%, with the rest working from home.
  • Overall experience was seamless for both agents and clients alike. Approximately 95% of the technologies introduced were successfully deployed. We were able to provide our agents with the capability to do more work using Windows Virtual Desktop. The solution is now part of our day-to-day operations to support clients worldwide, eliciting positive responses from our employees and stakeholders.
  • Successfully deployed 1,900 Windows Virtual Desktop virtual machines for our agents in the Philippines and the United States, further boosting our clients' confidence in our ability to meet ramp targets. The deployment also resulted in a 99.99% uptime in Reliability.

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