Glasgow-based IT support service, Cloud Cover IT is set to end 2017 on a high after a record breaking year of new business wins from around the globe, putting Scotland firmly on the map as a major player on the world stage.
The firm has gone from strength to strength since moving into new offices in February and has confirmed a number of enviable international business wins of late. High on its roster of new client appointments is a contract with Victoria Bank, a leading mid-sized African bank headquartered in Kenya.
Victoria Bank’s IT team approached Cloud Cover IT with a challenging brief. It was tasked with helping Victoria Bank to improve customer services, facilitate better interaction with customers and implement traceability across those interactions. Victoria Bank also wanted its customers to be able to send and receive emails with their bank representative as a means of confirming the help delivered.
Cloud Cover IT devised a Microsoft SharePoint based helpdesk system to give the bank a portal for clients to log helpdesk tickets. The helpdesk structure provided full traceability, aiding both the bank and the customer. More importantly, it delivered a better experience to the bank’s clients by embracing new technologies to mutual benefit rather than relying on traditional phone calls.
“It was very exciting to be chosen by Victoria Bank in Kenya to deliver their customer services system. It’s been a game changer in how our business operates,” said Lance Gauld, Director of Cloud Cover IT. “We now provide support on Victoria Bank’s IT Helpdesk through our own helpdesk, answering any questions and handling any change requests they require.”
Cloud Cover IT were able to win the Victoria Bank contract and successfully deliver the SharePoint solution thanks to earlier support from Scottish Enterprise in the form of a ‘make it to market’ grant. This aided the company in carrying out market research and provided financial support to send Cloud Cover IT’s Steven Park to the SP Marketplace SharePoint Development headquarters in California.
The Microsoft Cloud team member completed a fast track training programme in the USA to further his skills in SharePoint Application development. This knowledge meant Park was able to return and train the wider Cloud Cover IT team and ensured the firm had the expertise and know-how needed to devise a bespoke solution meeting Victoria Bank’s customer service brief.
Since February, Cloud Cover IT has completed 11 SharePoint installations. Just three of those new project wins were for clients in Scotland, with the other appointments coming from England, Ireland, Norway and Kenya. A total of eight international clients have joined the Cloud Cover IT roster this year, with the team growing by 30% to meet the burgeoning demand.
For more information about Cloud Cover IT visit the website: http://www.cloudcoverit.co.uk