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Use Case
3 min

Simplifying Cloud Migration to Personalize Customer Engagement

Following an upgrade to a cloud-based communication and collaboration platform, a bank can now enrich its customer experiences while mitigating risk.

CDW Expert CDW Expert

Cloud boosts security and bottom lines

94%

percentage of businesses that noted improvements in their security after moving to the cloud1

70%

percentage of enterprises that will use industry cloud platforms to accelerate their business initiatives by 20272

How can expert guidance simplify the move to the cloud?

A REAL-WORLD EXAMPLE

Communication and Collaboration Made Stronger With the Cloud

A Southeastern community bank wanted to upgrade to a cloud-based communication and collaboration platform. The bank sought a technology partner who could help move its customer experience, contact center and phone system to the cloud.

Working with CDW, the bank defined its needs:

  • Access to a dependable Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) provider
  • Guidance on arranging the sale and implementing the new solution
  • Solutions that would promote innovation, cost optimization, agility, risk mitigation and customer experience across the organization

THE TURNING POINT

Partner Know-how Means a Successful Migration

CDW’s Zoom Contact Center expertise and a wide range of resources, including Salesforce integration, ensured a seamless migration to the cloud for unified communications and greater contact center capabilities. Partner-provided Zoom and Salesforce consultants guided the bank through migration and testing with ongoing support.

THE RESULTS

Banking on Better Customer Experiences

IT specialists works with customer engagement team member.

CDW helped complete the migration from an on-premises experience to a cloud-based Zoom solution without downtime or disruption. By ensuring continuous availability and integrating modern tools, the organization can now engage with customers more effectively, seamlessly and personally — all in all, building trust and satisfaction at every interaction.

Here’s why it worked:

  • The cost model of the Zoom solution provides consistency and aligns with budgetary needs
  • Zoom integrates with other independent solutions like Salesforce, allowing for call flow modifications, providing future-proof capabilities and features, and scaling with additional business units
  • Risk mitigation is enhanced with higher uptime, service-level agreements (SLAs), unique logins and two-factor authentication provided by the cloud
  • The modern agent desktop experience and Salesforce integration enable users to handle calls where the data resides, offering flexibility in both Zoom and Salesforce environments

What’s next?

With a successful migration to a cloud-based communication and collaboration platform, the bank can now focus on providing better customer engagement to build and nurture stronger relationships.

Sources:
1 Forbes, “Latest Trends and Predictions for the Future of Cloud Hosting,” February 2024
2 Gartner, “Gartner Forecasts Worldwide Public Cloud End-User Spending to Reach $679 Billion in 2024,” November 2023

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