Easiware decided to invest in an entirely new IT architecture. As well as ensuring a completely smooth and transparent migration for end-customers, the challenge was to keep to budget while delivering enhanced quality of service and optimum availability
“Thanks to vPack, we can continue to grow without having to worry about IT issues – and focus on our core business”
Olivier Franchesquin, Deputy Customer Experience Manager, Easiware
Easiware wanted to migrate its IT architecture to a private cloud to remove the worry of IT issues and benefit from enhanced quality of service. Its choice went to vPack, an all-in-one highly secure private cloud based solution delivered and managed by Axians. From an end-user perspective, the migration was completely transparent, with minimum service disruption.
Easiware is a customer service knowledge base that gives everyone in an organization real-time access to the same level of information. Easiware centralizes messages sent via all communications channels, including social media and customer rating platforms, and associates them with a given customer/user. This allows agents to record and deal more effectively with requests and queries and build a response history.
Before migrating to vPack, Easiware’s IT infrastructure was based on twenty physical servers, which were added progressively to support the company’s development and meet its growing needs. This architecture offered limited hardware scalability and was also complex to administer. Easiware teams were required to spend a lot of time managing IT issues, instead of focusing on their core activities. To put it plainly, Easiware’s existing infrastructure was not up to the job of meeting its goals or the needs of its growing base of 150 strategic customers.
Easiware therefore decided to invest in an entirely new IT architecture. As well as ensuring a completely smooth and transparent migration for end-customers, the challenge was to keep to budget while delivering enhanced quality of service and optimum availability.
“We needed an IT outsourcing service capable of meeting our commitments to customers. This meant rethinking the cloud infrastructure and associated services.”
The availability of 24/7 best-in-class customer service, plus the ability to upgrade the infrastructure to meet evolving customer demands, were equally important factors in the choice of solution.
“This is a critical project for Easiware as it has an immediate and direct impact on our customers’ production platforms.”
vPack rapidly emerged as the obvious choice. Predictable and scalable, this turnkey package is managed entirely by Axians, allowing Easiware teams to focus on customer-facing operations. What’s more, vPack is an exceptionally agile and fully transparent solution. In other words, there are absolutely no hidden costs. Last but not least, high-quality support ensures that all service level agreements (SLAs) are fulfilled.
“Why did we choose Axians? For the excellent quality of advice and high level of responsiveness provided by Axians consultants every step of the way.“
During the five-month deployment phase, local Axians teams worked closely with Easiware to ensure they made the right choices. Migration began with the least sensitive environments (development, acceptance and demonstration), followed by the production servers. Each stage was completed with minimum disruption to services.
“vPack lets us focus on what we love doing most, helping our customers delight their customers. Technical issues, such as server downtime or slowness, shouldn’t take up any of our time or our customers’ time. Thanks to vPack, that’s no longer the case!“
Since deployment of vPack, Easiware teams enjoy greater peace of mind, as they no longer have to worry about IT issues, while the company overall has adopted a more professional approach to IT infrastructure management.
“vPack means improved platform availability for our customers, and more time for our teams to focus on customer-facing operations, since the Axians service center supervises everything for us.“