Customer Stories
Enhancing Operational Efficiency through Remote Monitoring & Management
A Canadian Financial Institution's Success Story
This case study focuses on one of Canada’s major Financial institutions, with a strong National presence. Based in Toronto, Ontario, this client’s footprint extends throughout Canada. ET Group partners with them to oversee Audiovisual (AV) and Unified Communications (UC) services in more than 200 meeting rooms across the country. By leveraging Remote Monitoring and Management (RMM) capabilities from Utelogy, we were able to streamline their support needs and help them realign with their business goals.
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One of Canada's largest financial firms
Speak with an ExpertManaging billions in client assets
This organization is a significant player in the financial industry, With an impressive annual revenue exceeding $15 billion and managing over $70 billion in assets.
Employing over 1800 distributed team members
With many locations in Ontario, Quebec, Alberta and British Columbia, this client has a large workforce of over 1800 employees spread out across the country.
Operating in multiple national locations
This client has several offices across Canada, and ET Group assists them in managing over 200 meeting rooms.
Managing a hybrid workforce
Adapting to modern ways of working, this client takes a hybrid approach and has adopted a schedule oof 3 office-days per week.
Supporting over 200 meeting rooms nationwide
With ET Group's Support services, this client is now experiencing:
The consequences of insufficiently supported AV and UC technology
While navigating a vast national presence and overseeing a sizable workforce, the challenge of effectively managing and sustaining the health of AV and UC technology became an exhausting task for the client. The scale of their operations necessitated strategic decision-making to ensure a seamless technology experience for their hybrid team. Unfortunately, they found themselves without clear guidance on making these informed meeting technology decisions.
Complicating matters further, their IT team struggled to keep up with the daily support demands of such a sizeable business. The strain on resources and the complexity of addressing the diverse technological needs of employees in various locations presented significant challenges.
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The Final Straw
To get the full picture of the frustrations that this client was experiencing, this particular moment was the final straw: They had been preparing for several weeks for an important meeting that included management across all of their Canada-wide locations. When it was time for the meeting to start, most of the offices (Quebec, British Columbia, Alberta) had no issues joining the call. However, as the minutes went by, everyone was still waiting on the Toronto office to arrive. What happened?
The Final Straw
To get the full picture of the frustrations that this client was experiencing, this particular moment was the final straw:
They had been preparing for several weeks for an important meeting that included management across all of their Canada-wide locations. When it was time for the meeting to start, most of the offices (Quebec, British Columbia, Alberta) had no issues joining the call.
However, as the minutes went by, everyone was still waiting on the Toronto office to arrive.
What happened?
A malfunctioning Video Teleconferencing (VTC) system in the Toronto office’s executive boardroom had gone undetected until the moment it was needed most. The issue at hand was not obvious, as it was caused by a network error that could have only been caught by consistent system monitoring.
This error caused significant delay for the Toronto office, as they had to find and relocate to another available conference room. However, once all was said and done they had missed half of the meeting and were forced to reschedule, resulting in a significant loss of time and productivity.
Learn more about what happened and how it could have been prevented here.
Managing the complexities of hybrid with Support Services
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Remote Monitoring
Utilizing Utelogy's cloud-based architecture, ET Group is able to detect and address technology issues swiftly, often resolving them within minutes of their occurrence.
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Remote Management
By automating and conducting nightly audio and video test calls, Utelogy helps us guarantee all systems are fully operational well before the business day begins.
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Help Desk and Onsite Support
By offloading their AV technology support to ET Group’s Service and Support Team, their internal IT members can redirect their focus to maintaining the employee experience.
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Meeting Room Technician
Having a certified AV technician on the premises allows the client’s IT team to remain focused on business affairs with the confidence that meeting room incidents and collaboration needs are being addressed in a timely and resource-friendly manner.
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Watch how we support your workspaces
When you work in a hybrid environment, you want people to feel engaged and productive from wherever they’re working. When you’re faced with technical difficulties, it’s easy to lose out on the positive experience that technology can deliver. That’s why maintaining the health of your meeting spaces is critical to keeping your team connected.
