During the COVID-19 pandemic, businesses worldwide faced unprecedented challenges. Among them, a local Kenyan airline with a fleet of nine aircraft struggled to manage a surge of 3,000 daily customer inquiries amid strict health regulations. Their contact centre's capacity was reduced from 30 to just 10 staff members per shift, so they were at a critical juncture. This is where EnchaCloud, in collaboration with Hynfra Technologies (now owned by Cape Atlas), stepped in with an innovative solution.
The Challenge
March 2020 brought sweeping changes, forcing many organisations to adapt swiftly. For the airline, the challenge was twofold: maintaining high customer service standards while adhering to stringent health guidelines. The need for an effective, scalable solution was urgent.
The Solution: Cloud-Hosted Contact Centre
Cape Atlas, now a subsidiary of EnchaCloud, provided a groundbreaking solution: a cloud-hosted contact centre powered by 3CX. This technology allowed airline staff to manage customer calls from the safety of their homes, utilising local 4G and WiFi connections. The flexibility of this system was a game-changer.
Key Features of the 3CX System
Implementing this cloud-based system enabled the airline to manage customer inquiries effectively, assist with flight rebookings after a three-month suspension, and smoothly transition back to service in July 2020. The technology's benefits extended beyond customer care, enhancing operational efficiency at airports and the airline's headquarters.
EnchaCloud's Role
All these features operate seamlessly through EnchaCloud's NavEngine™ on Scale Computing clusters in Nairobi and Pretoria. This in-house developed cloud management system is crucial for integrating diverse cloud technologies and managing various services. EnchaCloud's mission is to provide a reliable, automated local cloud network that offers flexibility and competitive pricing without compromising security. NavEngine™ integrates multiple technologies, allowing clients to choose and manage affordable cloud products that fit their needs.
Adapting to Remote Work
As remote work became the new norm due to the pandemic, CloudITS, an IT service provider based in South Africa, quickly realised the need for robust communication solutions. CloudITS,(a client of EnchaCloud) rapidly deployed 3CX, enabling intercompany communication without additional hardware other than a USB headset for privacy. This allowed employees to maintain their office extensions and work from home as effectively as they would in the office.
The shift to remote working, accelerated by the pandemic, marked a significant change in the global workforce. Companies had to adapt quickly to ensure business continuity. Remote work introduced various challenges, including the need for meticulous planning, a shift in mindset, and the right technological tools. As a result, remote work remains a current and ongoing practice for many businesses.
VoIP Technology: A Key to Remote Success
Voice over Internet Protocol (VoIP) emerged as a central tool in facilitating remote work. It supports web conferencing, chat, and mobile collaboration, addressing many challenges associated with remote working. With the right VoIP tools, businesses can ensure effective communication and collaboration, making remote work a viable and productive option.
NavEngine™: A Comprehensive Solution
NavEngine™ is designed to manage cloud infrastructure and applications efficiently, allowing clients to provision services with minimal manual interaction. It provides a unified user experience and can be customised and integrated with other management tools. Unlike disparate products, NavEngine™ offers a single, fully integrated system that requires little manual intervention and no coding, providing all necessary tools and functions for a fully operational system.
Scale Computing: A cost effective Cloud Solution
Scale Computing specialises in hyper-converged infrastructure (HCI) solutions that integrate storage, servers, and virtualisation into a single platform, simplifying data centre management. The HC3 platform provides scalability, ease of use, high availability, and disaster recovery capabilities. It eliminates the need for separate hypervisor licensing, making it cost-effective. It's ideal for small to medium-sized businesses and remote offices, offering a flexible and efficient infrastructure solution that aligns with modern business needs for agility and resilience.
The partnership between EnchaCloud,Cape Atlas and CloudITS, highlights the transformative power of technology in overcoming operational challenges. By implementing innovative solutions like the 3CX-powered cloud contact centre and leveraging NavEngine™, businesses can navigate turbulent times, ensuring continuity and enhancing customer satisfaction. As the world continues to adapt to new realities, these technological advancements remain vital in shaping the future of business operations.