Intelligent CXO Issue 17 | Page 43

Richard Hilliard , Chief Technology Officer ,
My Plan Manager
“ When you have a high proportion of people working in a hybrid environment , ensuring all equipment is operational at all times can be challenging ,” said Hilliard . “ Tecala assists by providing all our service desk support around the clock .”
Another area of focus has been My Plan Manager ’ s data backup and recovery capabilities .
“ We were also able to readily integrate it with our recently introduced Salesforce CRM system which provided additional benefits .”
Hilliard said the cloud-based unified communications platform made flexible working easy for staff , something that became vitally important when the initial COVID-19 lockdowns happened in early 2020 .
“ We are also benefiting from new features provided by the platform , including electronic boards that display incoming call queues and wait times ,” he said . “ We also have sophisticated analytics capabilities that allow us to monitor and report on how our Client Relationship Consultants are tracking .”
On-going technical support and guidance
With the unified communications system bedded down and fully functional , attention turned to other ways in which Tecala could support My Plan Manager ’ s activities . One was through the provision of managed services to support the MPM team .
In line with My Plan Manager ’ s cloud first architecture , the organisation had a business requirement to ensure that it followed industry best practice around cloud services , risk and compliance . Tecala deployed a modern cloudborne service to provide backup for My Plan Manager ’ s data across the entire organisation and protect all critical data assets in a simple affordable pay per use consumption model . In addition , this service delivered data protection , restoration and key reporting capabilities .
More recently , Hilliard says cybersecurity enhancements have been one area of focus with a Netskope Cloud Access Security Broker ( CASB ) and AlienVault Security Information Event Monitoring ( SIEM ) solution having been seamlessly deployed and integrated into their managed services . This will ensure the company ’ s infrastructure will continue to be as robust and protected to withstand any threats that might arise .
“ With Tecala , we now have in place a valued technology partner ,” said Hilliard . “ As well as meeting our requirements today , we are confident they will continue to add significant value as our operations grow further in the future .” x www . intelligentcxo . com