This leading global financial services firm with assets of $2 trillion operates in more than 60 countries and has over 200,000 employees.
As a leader in investment banking, financial services and commercial banking, this firm serves millions of U.S. consumers and many of the world's most prominent corporate, institutional and government clients.
In 2006, the customer launched a multi-year initiative to refresh the end-of-life Cisco data network equipment and legacy voice equipment in all of their retail bank branches. The customer expected this upgrade to increase the bank branches’ data network connectivity in order to implement Voice over Internet Protocol (VoIP) as the consistent branch telephony solution. In turn, the upgrade would provide the financial services firm with the ability to centrally manage the voice system for its thousands of locations.
SCOPE OF WORK
Comm-Works was selected to upgrade close to 1,200 retail bank branches for this financial services firm. The project was broken into phases and required five separate site visits to each location.
Comm-Works began the project with a thorough site survey of each location, which included taking an inventory of the current voice and data equipment. Comm-Works then de-installed the legacy routers, switches and voice systems as well as the miscellaneous legacy equipment.
In its state-of-the-art Logistics Center, Comm-Works staged and configured the new Cisco voice and data equipment including routers, switches and IP handsets.
Comm-Works installed the new equipment into the branch locations and performed a full reconfiguration of the equipment rack. In addition, Comm-Works conducted on-site training for the customer’s employees on how to use their new Cisco VoIP handsets.
Acting as an extension of the customer’s internal team, Comm-Works also managed the phone line conversions for an average of five sites per night. Comm-Works worked with the on-site technicians, local exchange carrier and long distance carrier to convert, test and troubleshoot the phone line conversions.
RESULTS & VALUE
Throughout the project, the financial services firm conducted weekly performance evaluations on the partners involved in the project. The evaluation ranked everything from meeting service level agreements (SLAs) and deliverable deadlines to the applicable project manager’s overall professionalism. Throughout the course of the project Comm-Works consistently scored top marks.
As a result of this upgrade, the financial services firm now has a flexible and scalable infrastructure. Their branch locations are now able to communicate quickly and efficiently, resulting in increased productivity.
According to the customer’s Program Manager, “This was a very dynamic project with multiple work streams and very tight time frames. Comm-Works did an outstanding job of managing this effort and I appreciate their hard work and dedication to excellence.” He continued, “Without Comm-Works this effort would not have gone nearly as smooth as it did. Comm-Works really went above and beyond to ensure the project was executed according to our requirements.”
Comm-Works has created a lasting relationship with this customer and continues to perform network conversions for all of their newly acquired locations. In addition, Comm-Works completes all new banking center installs and on average completes 500 repair and move/add/change dispatches per month for the financial services firm.