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Notice (8): Undefined variable: node [APP/View/Themed/ForfusionNew/Elements/breadcrumbs.ctp, line 2]
Code Context
<?php
if ($node['Node']['layout'] === 'minimal') return false;
$viewFile = '/home/forfusion/domains/forfusiondev.preceptdemo.co.uk/public_html/View/Themed/ForfusionNew/Elements/breadcrumbs.ctp'
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<section id="cms-element-1617" class="cms-element page-header">
  <div class="container">
    <div class="row">
      <div class="col-sm-10 col-lg-8 col-lg-offset-2 col-sm-offset-1 text-center header-content">
        <span class="pill-wrap color-blue3">Case Studies</span>
        <h1 class="color-blue3">Discover some of the businesses we've helped transform using market-leading technologies.</h1>
                  <p class="text">Combining in-depth consultancy services with digital solutions to modernise, de-risk and transform business. </p>

                        </div>
    </div>
  </div>
</section>
<div class="popout book">
  <div class="popout-wrap">
    <i class="icon-cross"></i>
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      <h2 class="color-blue3">Book Consultation</h2>
      <p>Simply enter your details below and we’ll contact you to arrange your free 30 minute consultation.</p>
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          <p class="button-wrap"><a class="btn-arrow" href="/case-studies/breakthrough-breast-cancer">View case study</a></p>
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			'description' => '',
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			'link_count' => '4',
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			'publish_start' => null,
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			'updated' => '2020-09-22 13:43:58',
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			'bio' => null,
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			'updated' => '2018-05-04 09:17:41',
			'updated_by' => null,
			'created' => '2016-10-12 16:25:43',
			'timezone' => '0',
			'created_by' => null
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		'Params' => array(),
		'threaded' => array(
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	'company' => array(
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			'title' => 'Company',
			'alias' => 'company',
			'class' => '',
			'description' => '',
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			'link_count' => '5',
			'params' => '',
			'publish_start' => null,
			'publish_end' => null,
			'updated' => '2020-09-22 13:49:16',
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			'name' => 'PaulPrecept',
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			'last_name' => '',
			'email' => 'paul@precept.co.uk',
			'website' => null,
			'activation_key' => 'a98cd5ca68162fc76db9b9d0b1291775',
			'image' => null,
			'bio' => null,
			'status' => '1',
			'updated' => '2018-05-04 09:17:41',
			'updated_by' => null,
			'created' => '2016-10-12 16:25:43',
			'timezone' => '0',
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		'TrackableUpdater' => array(
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			'username' => 'PaulPrecept',
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			'last_name' => '',
			'email' => 'paul@precept.co.uk',
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			'activation_key' => 'a98cd5ca68162fc76db9b9d0b1291775',
			'image' => null,
			'bio' => null,
			'status' => '1',
			'updated' => '2018-05-04 09:17:41',
			'updated_by' => null,
			'created' => '2016-10-12 16:25:43',
			'timezone' => '0',
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)
$nodes_for_layout = array()
$blocks_for_layout = array()
$type = array(
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		'format_use_wysiwyg' => false,
		'comment_status' => '0',
		'comment_approve' => false,
		'comment_spam_protection' => false,
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		'params' => 'order=Node.publish_start DESC
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		'plugin' => null,
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		'updated_by' => '6',
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			'title' => 'Header',
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			'updated_by' => '6',
			'created' => '2019-04-15 15:53:44',
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			'created' => '2019-04-15 15:53:49',
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			'display_order' => '3',
			'status' => '1',
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			'created' => '2019-04-15 15:53:53',
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			'parent_id' => null,
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			'plain_text_content' => '  	 		 		               		Transformation of Customer Care & Comms for Swansea Council 		 				   						   						   								   		   		   			 				   		   		   			 				   						   						                                                                        	 	           		 		 		 		 		                                                      	      	   	                       	 	 	                                      				                                                                 				                        ExpertiseServicesInsightsCase StudiesContactSearch                                                                                                          				                                         Expertise CollaborationIntelligent WorkspaceEnterprise NetworkingData Centre &amp; CloudSecure WorkplaceServices Consulting ServicesTechnical ServicesProject ServicesManaged ServicesInsights GuidesWhite PapersCase StudiesContactSearch                                                                                                                                                           				                                                                    HomeCase StudiesSwansea Council                                                                              Case Study         Swansea Council         Forfusion transforms customer care and communications for Swansea Council.                                     Book Consultation       Simply enter your details below and we’ll contact you to arrange your free 30 minute consultation.                Full Name*Email Address*Company*Job Title*I would like to recieve the latest news and insights from Forfusion.Book now                                                                                                                                                                  Background                    The City and County of Swansea serves a population of more than 462,000 residents and 19,825 businesses with everything from Allotments to Winter Gritting, Commercial Waste to Trading Standards, Housing Benefits to Social Policy and Care. Customer call handling is clearly a vital aspect of their service, with 210 agents managing 1,235 calls daily, five days a week.  Communications and contact centre legacy  Since 2016 Swansea Council had operated a multi-vendor communications and contact environment. This comprised core telephony from Cisco Unified Communications Manager, voice messaging from Cisco Unity Connection, a contact centre from Mitel Solidus and automatic call distribution from Netcall Liberty.  Call centre problems  With a disparate platform, unvalidated design, aging contact centre and no single technology integrator to support them, Swansea Council was sustaining numerous issues with lost calls, agent provision and multiple daily system restarts. This was clearly unacceptable in terms of customer care, as well as agent confidence and morale. Furthermore, the existing platform was not able to satisfy new statutory requirements for Welsh language provision.  Communications requirements  Swansea Council wished to improve their communication capability and meet their statutory obligations, as well as enable better mobile working, and greater collaboration through social and digital channels. Their strategy mapped out a digital transformation in support of their key policies of safeguarding vulnerable people, improving pupil attainment, creating a vibrant and viable city centre, tackling poverty, and building sustainable communities. Stabilising customer care was an utmost priority.  The COVID effect  When the pandemic hit the Council had to accelerate their remote working strategy to accommodate a distributed workforce. All contact centre agents and critical Council business units needed access to their services over the internet from their homes and remote workspaces. Suddenly the timescales were tightened to mitigate the risks to vulnerable residents requiring essential customer care. The Council needed a secure, robust, scalable and resilient solution.                                                                                          Download Case Study            Download our Case Study to discover how we transformed customer care and communications for Swansea Council.                       Download                                                            Why Forfusion                    CEO of Forfusion Steven Forrest has been Programme Lead for Swansea Council since November 2018. The Council had initially reached out to Forfusion over G-Cloud, the public sector procurement portal in August 2018. They were initially seeking a couple of days&rsquo; worth of technical support.  &ldquo;I think one of the reasons the Council chose to work with us longer term was because we actually challenged them on their initial requirement,&rdquo; says Steven.  &ldquo;I felt very strongly that what they were asking for was an Elastoplast fix that I was reluctant to put my company&rsquo;s name to. Thankfully the Council appreciated my counter-offer to do a more thorough technical assessment. After that, we supported them through the Invitation to Tender process for their wider contact centre upgrade. We won the contract based on our readiness to push back and make intelligent recommendations about the solution.&rdquo;                                                                                                                                                                            Solution Approach                    Outlining Forfusion&rsquo;s usual approach Steven says:  &ldquo;We like to work collaboratively with our clients, and make sure we spend time getting to know their business and issues, before designing solutions that are in line with budget, strategy and future demands.&rdquo;  01 Assess  According to its tried and tested methodology, the first thing Forfusion did was assess the existing systems and processes in place at Swansea Council. This included auditing and meticulously documenting the environment in terms of call volumes, routing, agent deployment, call efficiency and outcomes. Steven comments: &ldquo;This was an important first step to capture a snapshot of what the Council were doing, and what kind of issues were arising.&rdquo;  02 Design  With a clear picture of the Council&rsquo;s contact centre environment Forfusion could then take a vendor-validated design approach to address the Council&rsquo;s most pressing needs around stability and agent provision. It was clear that the existing investment in the Cisco Unified Collaboration suite should be expanded upon, allowing for the replacement of the Mitel Solidus contact centre. The Council would then benefit from the guaranteed, single vendor solution performance of Cisco Unified Contact Centre Express.  03 Integrate  Integrating with the Cisco call control platform provided a simplified and more stable solution. The additional functionality of queue monitoring, agent call monitoring, reporting capabilities and Welsh language provision enhanced supervisor and agent performance. This in turn helped to maximise the Return on Investment in the Cisco Unified Computing System Server environment. Explaining the deployment process, Steven says: &ldquo;There was zero downtime and operational impact in integrating the new system platform. This significantly enhances customer confidence and adoption rates.&rdquo;  04 Operate  When the working environment was changed by COVID-19 the Council needed to quickly scale up secure connectivity demand from remote locations. To meet the increased demand, Forfusion&rsquo;s single vendor approach meant that there could be an agile migration to the alternative internet connectivity solution of Cisco Expressways, replacing the limitations of Fortinet VPN. Forfusion ensured that the call control solution was fully supported, and also enabled a transition from on-premise licensing to Cisco Smart Licensing, simultaneously mitigating operational risk and cost. Steven says: &ldquo;Our relationship with Swansea Council is on-going, and we are proud to partner the Council in maintaining their new technologies and ensure their solutions continue to meet their needs as they evolve.&rdquo;                                                                                          Download Case Study            Download our Case Study to discover how we transformed customer care and communications for Swansea Council.                       Download                                                            Mobile working, communications and collaboration outcome                    Thanks to Forfusion&rsquo;s support, Swansea Council are now benefitting from a secure and stable contact and communications platform that will scale and flex to their requirements. Remote working has been enabled in a secure manner during a challenging year, ensuring 500 essential employees are able to work from anywhere. Manual system restarts have been eradicated and call efficiency has improved dramatically. There have also been several cost savings associated with licensing and a reduction in hardware requirements.  New Possibilities  The Council&rsquo;s new solution can support up to 7500 users, meaning there is no barrier to ad-hoc scaling and flexing as their needs change. As remote working becomes a more likely option for many employees, the Council can be confident that the communications platform they now have in place could well enable more cost-effective decisions regarding office premises. Partnering with a trusted and accomplished integrator is also giving the Council the confidence to fully embrace collaborative working right across the organisation. This will facilitate innovative thinking. better employee engagement and enhanced customer satisfaction into the future.  \"Feedback from the team regarding Forfusion&rsquo;s capability and approach has been fantastic. It&rsquo;s refreshing to work with a supplier that has the best interests of the Council at heart and appear to leave no stone un-turned when imparting advice.&rdquo;
Richard Jones
Network Team Leader, Swansea Council

                                                            Arrange your 30-minute consultation           Transform your business today           Book a consultation                                                                          Sign up to the mailing list Keep up to date with the latest news, insights & events                             Join mailing list                                                                           Expertise                                        Collaboration                           Intelligent Workspace                           Enterprise Networking                           Data Centre & Cloud                           Secure Workplace                                                                                Services                                              Consulting Services                               Technical Services                               Project Services                               Managed Services                                                                              Knowledge            GuidesWhite PapersCase Studies                                     Industries            FinancePublic SectorRetailLegal                                     Company            AboutBlogCareersContactPolicies &amp; Statements                                         Social                            LinkedIn                Twitter                                                                                                                                             &copy; Forfusion 2021
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			'excerpt' => 'Forfusion enable better employee mobility and secure communications for award-winning financial advisors.',
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			'plain_text_content' => '  	 		 		               		Case Study: Killik & Co - Forfusion 		 				   						   						   							 			 				   						   						                                                                        	 	           		 		 		 		 		                                                      	      	   	                       	 	 	                                      				                                                                 				                        ExpertiseServicesInsightsCase StudiesContactSearch                                                                                                          				                                         Expertise CollaborationIntelligent WorkspaceEnterprise NetworkingData Centre &amp; CloudSecure WorkplaceServices Consulting ServicesTechnical ServicesProject ServicesManaged ServicesInsights GuidesWhite PapersCase StudiesContactSearch                                                                                                                                                           				                                                                    HomeCase StudiesKillik & Co                                                                              Case Study         Killik & Co         Forfusion enable better employee mobility and secure communications for award-winning financial advisors.                                     Book Consultation       Simply enter your details below and we’ll contact you to arrange your free 30 minute consultation.                Full Name*Email Address*Company*Job Title*I would like to recieve the latest news and insights from Forfusion.Book now                                                                                                                                                                  Background                    London-based independent investment house Killik and Co have been providing discretionary and advisory wealth planning services since 1989.  Priding themselves on excellent customer service and competitive investment returns Killik and Co offer unbiased expertise and integrity to private clients all round the world.  Collaboration Communications Legacy  Originally Killik and Co were operating a Cisco network with Microsoft collaboration products to handle call control, telephony, instant messaging, voicemail and appointment scheduling.  At the time their product suite included Cisco Unified Communications Manager, Cisco handsets and both Microsoft Lync and Exchange.  Mobile working and Customer Service Problems  With business growth came the need for increased employee enablement and mobile working, but the existing environment couldn&rsquo;t meet the demand.  New applications were being adopted, resulting in a sprawling comms infrastructure that was not delivering a good experience for Killik and Co&rsquo;s users.  System integration and performance issues compounded with poor user experience were proving an unacceptable risk to customer service delivery.  Better Communications and Mobile Working Requirement  Quite simply Killik and Co needed their communications and customer service systems to keep up with the demands of the business.  They required a technology platform that would reliably support their mobile workforce and fulfil their high standards for impeccable customer service.  Also, in the words of Dan Young, Killik and Co&rsquo;s Head of IT and Operations: &ldquo;We needed to stop being so reliant on email!&rdquo;  To achieve this Killik and Co also recognised they needed a dedicated technical partner to advise and guide them in their choices and IT investment.                                                                                          Download Case Study            Download our Case Study to discover how we enabled better employee mobility and secure communications for award-winning financial advisors, Killik & Co.                       Download                                                            Why Forfusion?                    Through the implementation of multiple discrete technology projects, security improvements and Wi-Fi upgrades, Forfusion had built a good reputation with the financial company.  So when the time came to choose a technology partner for the overhaul of its Communications and Scheduling systems, Killik and Co knew that Forfusion would fit the bill.  As Dan Young explains:  &ldquo;We were looking for a trusted partner whose expertise bolstered our own in-house knowledge and who could offer the best advice on a consultative level. Forfusion offered the un-biased guidance we needed to choose the right solution to our challenges.&rdquo;  Collaboration Solution Approach  Ian Musgrave, Forfusion&rsquo;s Project Lead for Killik and Co., comments: &ldquo;When Killik talk to a client they start by asking 2 things - &lsquo;What is it you would like to achieve?&rsquo; and &lsquo;How would you like to work with us?&rsquo; And that was our approach to Killik too.&rdquo;  Assess  Ian says: &ldquo;As we were familiar with Killik and Co&rsquo;s IT environment the first step was requirements analysis.&rdquo;  &ldquo;Killik attended a number of requirements gathering workshops facilitated by our PMO and expert delivery team. From here we could move into high-level design.&rdquo;  Design  &ldquo;As part of the design phase we invited Killik to visit the Cisco Executive Briefing Centre (EBC) in Bedfont Lakes, allowing them to see demonstrations and get hands-on with the latest portfolio of collaboration solutions and hardware,&rdquo; Ian explains.  Integrate  &ldquo;In the interests of familiarity, ease of adoption and functionality futureproofing, Killik decided to move forward with the Cisco solution. This would also interface well with their existing Cisco network infrastructure.&rdquo;  &ldquo;Killik liked that Cisco offered a seamless unified communications and web conferencing environment, accessible from a wide range of end-points, including Apple devices,&rdquo; Ian says.  &ldquo;We ran a successful proof of concept exercise to introduce the web conferencing tool, which at the time was called Spark. It&rsquo;s now known as Webex.&rdquo;  &ldquo;Cisco Jabber was chosen to replace the previous Instant Messaging &amp; Presence solution. This offered great integration advantages with the Cisco handsets, whilst also allowing file transfers, calendar and meeting updates into Microsoft Exchange.&rdquo;  Operate  Post implementation Killik benefitted from FusionCare, Forfusion&rsquo;s managed service, which gives 24/7, 365-day customer support across all the collaboration elements deployed in the project. 
Killik also opted to have their wider network and security estate covered within the service package.  Recognising the significance of this support, Dan Young says:  &ldquo;The FusionCare managed service has enabled us to have a trusted partner on-call whenever we need them, ensuring we can deliver the service our clients expect of us no matter where they are contacting us from.&rdquo;                                                                                          Download Case Study            Download our Case Study to discover how we enabled better employee mobility and secure communications for award-winning financial advisors, Killik & Co.                       Download                                                            Collaborative Comms Outcome and Benefits                    Successful implementation  Web conferencing, the CUCM upgrade to version 12, the integration of Call and Calendar, and the installation and connection of mobile and remote access tools were completed on time, and as per the system brief and design.  Forfusion delivered the whole project focusing on seamless migration from pilot phase to full production, ensuring zero downtime and minimal operational impact.  Commenting on the benefits realised so far, Dan Young says: &ldquo;We have significantly reduced the number of support tickets raised, which has resulted in substantial time savings for us and the ability to remain focused on our clients, rather than systems.&rdquo;  New Efficiency and Peace of Mind  FusionCare adds 24/7 peace of mind that Killik can support its clients wherever they are in the world; and with greater internal efficiencies, better workforce mobility and secure communications, the Killik team is living proof that email isn&rsquo;t everything!  New Possibilities  Continuous Improvement  Through system performance tracking and monitoring, FusionCare enables deployment optimisation and ongoing benefits measurement. Killik now has a systematic way of identifying and demonstrating continuous improvement.  Getting the finances right  Affordable financing was key to solution accessibility for Killik and Co.  Cisco&rsquo;s enterprise agreement model provides licensing under a single manageable agreement. Forfusion combined this with Cisco Finance to wrap a complex contract of CapEx and OpEx expenses into a simplified, OpEx payment plan with 0% interest.  Client Feedback  The last word goes to Dan Young:  &ldquo;Forfusion had the expertise and skills required to implement the changes we needed, but more importantly they were a safe pair of hands for Killik.&rdquo;  &nbsp;                                                            Arrange your 30-minute consultation           Transform your business today           Book a consultation                                                                          Sign up to the mailing list Keep up to date with the latest news, insights & events                             Join mailing list                                                                           Expertise                                        Collaboration                           Intelligent Workspace                           Enterprise Networking                           Data Centre & Cloud                           Secure Workplace                                                                                Services                                              Consulting Services                               Technical Services                               Project Services                               Managed Services                                                                              Knowledge            GuidesWhite PapersCase Studies                                     Industries            FinancePublic SectorRetailLegal                                     Company            AboutBlogCareersContactPolicies &amp; Statements                                         Social                            LinkedIn                Twitter                                                                                                                                             &copy; Forfusion 2021
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			'excerpt' => 'Hybrid approach enables best of breed Call Centre and Unified Communications Solution for Staffordshire County Council.',
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			'plain_text_content' => '  	 		 		               		Staffordshire County Council - Effective Communication Systems 		 				   						   						   								   		   		   			 				   		   		   			 				   						   						                                                                        	 	           		 		 		 		 		                                                      	      	   	                       	 	 	                                      				                                                                 				                        ExpertiseServicesInsightsCase StudiesContactSearch                                                                                                          				                                         Expertise CollaborationIntelligent WorkspaceEnterprise NetworkingData Centre &amp; CloudSecure WorkplaceServices Consulting ServicesTechnical ServicesProject ServicesManaged ServicesInsights GuidesWhite PapersCase StudiesContactSearch                                                                                                                                                           				                                                                    HomeCase StudiesStaffordshire County Council                                                                              Case Study         Staffordshire County Council         Hybrid approach enables best of breed Call Centre and Unified Communications Solution for Staffordshire County Council.                                     Book Consultation       Simply enter your details below and we’ll contact you to arrange your free 30 minute consultation.                Full Name*Email Address*Company*Job Title*I would like to recieve the latest news and insights from Forfusion.Book now                                                                                                                                                                  Background                    Covering an area of more than one thousand square miles and serving a population of over 870,000 residents, Staffordshire County Council (SCC) is keen to provide its local residential and business communities with the best facilities it can.  This means keeping abreast of technology and taking advantage of the most effective solutions.  Communications, Telephony and Call Centre Dilemma  Staffordshire County Council&rsquo;s legacy unified communications and call centre platform comprised several disparate products and applications that were reaching obsolescence and would soon be outside the supplier&rsquo;s support lifecycle.  This was posing a costly and unacceptable risk to customer care and collaboration.  At the beginning of Forfusion&rsquo;s engagement SCC were considering two or three different proposals for a replacement solution, but in an environment where there were multiple groups of constantly changing users, all with different requirements and levels of urgency, it was a challenge to see a clear way forward.  Requirement for greater workforce mobility and agile working  Ultimately SCC wished to identify partners who would assist in the long-term integration of emerging communications technologies to support greater mobility and agility in their workforce.
SCC also wished to identify greater organisational efficiencies and cost savings in their communications suite.  Their immediate requirement however was to carry out a strategic review of their on-going existing system audit. They also needed support in evaluating the quality of the replacement proposals they were considering.  Forfusion&rsquo;s vendor-neutral expertise  Stephen Long, Forfusion&rsquo;s project lead for SCC, explains: &ldquo;SCC were already committed to replacing their comms and call centre platforms.&rdquo;  &ldquo;They needed an independent consultant with the relevant technical expertise, certification and sector knowledge who could advise strategically on the options they had.&rdquo;  &ldquo;They found Forfusion via the public sector procurement portal G-Cloud. With proposals on the table from both Cisco and Microsoft, SCC liked the fact that we have expertise in both. This meant we could identify and document all the wrinkles that would need to be ironed out to achieve a successful outcome.&rdquo;  &ldquo;We undertook a review of work to date and made our solution recommendations for a hybrid environment integrating both Cisco and Microsoft products. This approach took into account the existing and sunk investments SCC already had in the technologies of both vendors.&rdquo;  &ldquo;It was the ability to remain impartial and offer advice and challenge that most appealed I think.&rdquo;                                                                                          Download Case Study            Download our Case Study to discover how a hybrid approach enabled best of breed Call Centre and Unified Communications Solution for Staffordshire County Council.                       Download                                                            Towards a Smart Working Solution                    Forfusion worked with SCC across multiple project phases including the business case, project initiation and quality assurance.  Working in partnership with SCC Forfusion acted as the Technical Design Authority and offered consultancy, integrated project management, engineering and implementation support.  Assess and Evaluate  Stephen says: &ldquo;We began with vendor road mapping and evaluating whether a commercial arrangement or strategic partnership would be best fit.&rdquo;  &ldquo;We carried out user and cost profiling in relation to licence usage and phasing in and out of legacy technologies. We also considered investment protection and whether any in-house skills could be utilised.&rdquo;  &ldquo;Throughout this phase we audited SCC&rsquo;s environment and advised on contracts, vendor selection, migration plans and programme management. We de-risked critical decisions by working as an extension to SCC&rsquo;s team, which led to the Council requesting us to deliver a further 100 days&rsquo; professional services, comprising project management, consultancy and engineering.&rdquo;  Hybrid Design  Stephen continues: &ldquo;As the Technical Design Authority we provided quality assurance services for network upgrades and Cisco contact centre rationalisation, as well as the design and deployment of a Cisco and Microsoft hybrid environment.&rdquo;  &ldquo;This work involved streamlining processes, ratifying scripts and consolidating call flows.&rdquo;  &ldquo;Crucial to delivery was using commercial and technical people right at the top of their game who are used to delivering in-line with a tried and tested approach. Our advanced skills and knowledge in both Cisco and Microsoft camps were key to protecting the Council from short cuts by third parties.&rdquo;  Integrate  &ldquo;One of our recommendations was to run multiple user workshops to determine user profiles and personas, before designing and deploying an in-production Skype for Business Proof of Concept,&rdquo; says Stephen.  &ldquo;This later became the unified communications platform for thousands of users, displacing a legacy Cisco platform.&rdquo;  &ldquo;The result was a split Cisco and Microsoft unified communications environment, working hand-in-hand with the council&rsquo;s agile Smart working initiative and laying the foundations for the imminent best use of softphones and other UC applications from each vendor.&rdquo;  &ldquo;It afforded the council a clear path to deploying best fit communications tools across its user base.&rdquo;  Operate  Stephen concludes: &ldquo;Over an 18-month period the relationship with SCC grew, during which time Forfusion discussed many business and technological challenges.&rdquo;  &ldquo;Forfusion went on to win the first Technical Assurance contract and delivered subsequent support in other areas.&rdquo; 
&ldquo;We were able to identify some very common challenges experienced by many organisations wishing to consolidate, and/ or operate a hybrid environment with migration to cloud in mind.&rdquo;                                                                                          Download Case Study            Download our Case Study to discover how a hybrid approach enabled best of breed Call Centre and Unified Communications Solution for Staffordshire County Council.                       Download                                                            Hybrid Vendor Solution Results and New Possibilities                    The Council continues to exploit Skype for Business as its Unified Communication toolset and has seen exponential growth in the use of Video conferencing and Video meetings well ahead of the Covid 19 pandemic.  The enabling of Smart Working initiatives means SCC are adopting a 2:1 staff to desk ratio at its Headquarters in Staffordshire. This is saving around &pound;750,000 over a five year term in accommodation costs.  SCC successfully migrated all Cisco phones and Contact Centre agents to a Public Sector network partner, ensuring compliance and avoiding further operational overheads of &pound;100 000 per annum.  Client Feedback  Forfusion&rsquo;s ability to understand the complexities associated with hybrid environments, particularly Cisco contact centre and Microsoft Office 365, enabled the best solution to be implemented, introducing new technology alongside legacy equipment.  Vic Falcus, Head of ICT for Staffordshire County Council says:  \"It was essential for the Council that our consultant had considerable experience specialising as a multivendor offering hybrid solutions.\"  &nbsp;                                                            Arrange your 30-minute consultation           Transform your business today           Book a consultation                                                                          Sign up to the mailing list Keep up to date with the latest news, insights & events                             Join mailing list                                                                           Expertise                                        Collaboration                           Intelligent Workspace                           Enterprise Networking                           Data Centre & Cloud                           Secure Workplace                                                                                Services                                              Consulting Services                               Technical Services                               Project Services                               Managed Services                                                                              Knowledge            GuidesWhite PapersCase Studies                                     Industries            FinancePublic SectorRetailLegal                                     Company            AboutBlogCareersContactPolicies &amp; Statements                                         Social                            LinkedIn                Twitter                                                                                                                                             &copy; Forfusion 2021
 &nbsp;|&nbsp;  Designed and Built by Precept                                                                                  &times;              Mailing List Signup              Confirm Subscription             We want to make sure we\'ve got your correct email address. Please check your email and click the link we\'ve sent to confirm your subscription.                                                                             &times;              Mailing List Signup              Subscription Confirmed             Thanks for taking the time to confirm your subscription. We look forward to keeping in touch with you!                                  	   	 	 	                                                                                                                                                                                	 	 ',
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			'title' => 'Gold Coast University Hospital',
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			'excerpt' => 'Forfusion steers the digital infrastructure creation of Gold Coast University Hospital in Queensland.',
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			'plain_text_content' => '  	 		 		               		Case Study: Gold Coast University Hospital (GCUH) 		 				   						   						   								   		   		   			 				   		   		   			 				   						   						                                                                        	 	           		 		 		 		 		                                                      	      	   	                       	 	 	                                      				                                                                 				                        ExpertiseServicesInsightsCase StudiesContactSearch                                                                                                          				                                         Expertise CollaborationIntelligent WorkspaceEnterprise NetworkingData Centre &amp; CloudSecure WorkplaceServices Consulting ServicesTechnical ServicesProject ServicesManaged ServicesInsights GuidesWhite PapersCase StudiesContactSearch                                                                                                                                                           				                                                                    HomeCase StudiesGold Coast University Hospital                                                                              Case Study         Gold Coast University Hospital         Forfusion steers the digital infrastructure creation of Gold Coast University Hospital in Queensland.                                                                                                                                                                    Background                    The Gold Coast University Hospital in Queensland, Australia was a brand new state-of-the-art facility accommodating 750 overnight beds and 241 same day beds.  From the outset it relied upon a complex Information, Communication and Technology programme to deliver a robust, secure and scalable environment for optimal connectivity, flexibility and collaborative working across the Queensland Health District.  Forfusion was approached by implementation partner Frame Group to assist in the Unified Communications pillar of the ICT provision.  Digital Infrastructure from scratch  The Hospital required a complete digital environment encompassing data centre, wired and wireless networks, security, Unified Communications, Virtual Desktop Infrastructure, contact centre, audio visual, digital signage, real-time location services and mobile duress.  An extensive programme of requirements gathering had begun ahead of Forfusion&rsquo;s involvement. This spanned several technology pillars, and multiple public and private sector contractors, vendors and systems integrators.  A multitude of workshops and meetings were held, all of which had to be documented within compressed timeframes.                                                                                          Download Case Study            Download our Case Study to see how we steered the digital infrastructure creation of Gold Coast University Hospital in Queensland.                       Download                                                            Early Challenges                    Resolving siloed working  Steven Forrest, Forfusion&rsquo;s CEO and lead consultant on the GCUH project says: &ldquo;Whilst the design and procurement phases were very comprehensive, a huge void was left regarding document control and relationships between proposed solutions and project objectives.&rdquo;  &ldquo;Attention to detail and due care were taken for each individual technology pillar and work stream; however, the production of hundreds of documents via siloes meant the project document repository quickly became fragmented and unmanageable.&rdquo;
Steven Forrest
CEO,&nbsp;Forfusion 
  Plugging the Leadership Gap  Steven continues: &ldquo;To further compound the challenges of developing a well-structured, coherent documentation set, the absence of a suitable commercial and technical lead began to present a significant risk.&rdquo;  &ldquo;The Board was genuinely concerned. The programme required leadership experience across multiple technology pillars with specific focus on virtual desktop infrastructure and unified communications.&rdquo;  Alignment of Multiple Vendor Solutions  GCUH needed a third party that could hit the ground running and immediately become part of the team.  They needed a partner who would be entirely responsible for the design, ratification and best practice alignment of the virtual desktop infrastructure and unified communications solutions.  They also required expertise to oversee all the interdependencies between the other technology pillars, and to manage a diverse group of vendor-aligned technology specialists.  Forfusion could not have arrived in Queensland at a better time!  Technological GAP Analysis  Steven explains: &ldquo;As soon as we got off the plane we got stuck in to an independent peer review of requirements, solution design, and partner engagement processes across the whole array of technologies and vendors.&rdquo;  &ldquo;We conducted a detailed gap analysis phase to identify discrepancies between customer requirements and systems integrator deliverables, including risk definition between key design disciplines.&rdquo;  Forfusion&rsquo;s strategists and technologists were supported round the clock by its highly qualified, accredited, and multi-disciplined in-house engineering and consultancy teams. They offered expertise and guidance in respect of the interfaces to all technologies.                                                                                          Download Case Study            Download our Case Study to see how we steered the digital infrastructure creation of Gold Coast University Hospital in Queensland.                       Download                                                            Comprehensive Design                    The result was a comprehensive, joined up, multi-discipline design and strategic road-map, supported by a detailed and well organised documentation set, delivered by a well-versed team working in unison with multiple parties.  Risk Mitigation  Forfusion&rsquo;s team often worked through the night to deliver within aggressive timeframes and managed to get an unwieldy project back on track, in turn mitigating operational and financial risk, by ensuring all commercial and technical objectives were captured and addressed.  Commercially-minded Product Selection  Steven says: &ldquo;We further assisted GCUH to take advantage of its in-house capabilities and to capitalise on economies of scale, whilst maximising innovation and autonomy for the hospital.&rdquo;  &ldquo;Our vendor-agnostic design and vendor analysis exercise resulted in product selection at the right price.&rdquo;  Project Execution  Steven concludes: &ldquo;With product selection complete, Forfusion continued for the next 18 months to deliver a comprehensive programme of works encompassing all technology pillars.&rdquo;  Client Feedback  Andrew Latham, Solutions Architect with The Frame Group, who introduced Forfusion to the GCUH project, says:  &ldquo;Forfusion react quickly and go the extra mile to achieve what many cannot.&rdquo;  &ldquo;I worked with Forfusion during a challenging and demanding project that not only required meticulous attention to detail, but also required the persistence and tenacity to achieve the right outcome.&rdquo;  &ldquo;During the project Forfusion&rsquo;s team demonstrated experience and expertise in areas of design, commissioning, risk management, project management and gap analysis, specialising in all manner of technologies, focusing on providing a secure virtual desktop infrastructure and unified communications endpoints to the hospital bedside.&rdquo;  Forfusion provided invaluable technical and commercial expertise, ensuring findings and output were articulated and documented to the highest standard.&rdquo;  &ldquo;Perhaps most importantly, Forfusion quickly became an extension to the customer&rsquo;s delivery team, leveraging in-house expertise, adjusting to internal politics, and where required, challenging decision making at the very highest level.&rdquo;
Andrew Latham
Solutions Architect with The Frame Group
  &nbsp;  &nbsp;                                                 Digital Toolkit         Thinking of implementing a virtual desktop infrastructure?         Discover our free digital toolkit on&nbsp;Citrix Digital Workspace .                   Browse toolkit                                                                         Sign up to the mailing list Keep up to date with the latest news, insights & events                             Join mailing list                                                                           Expertise                                        Collaboration                           Intelligent Workspace                           Enterprise Networking                           Data Centre & Cloud                           Secure Workplace                                                                                Services                                              Consulting Services                               Technical Services                               Project Services                               Managed Services                                                                              Knowledge            GuidesWhite PapersCase Studies                                     Industries            FinancePublic SectorRetailLegal                                     Company            AboutBlogCareersContactPolicies &amp; Statements                                         Social                            LinkedIn                Twitter                                                                                                                                             &copy; Forfusion 2021
 &nbsp;|&nbsp;  Designed and Built by Precept                                                                                  &times;              Mailing List Signup              Confirm Subscription             We want to make sure we\'ve got your correct email address. Please check your email and click the link we\'ve sent to confirm your subscription.                                                                             &times;              Mailing List Signup              Subscription Confirmed             Thanks for taking the time to confirm your subscription. We look forward to keeping in touch with you!                                  	   	 	 	                                                                                                                                                                                	 	 ',
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			'title' => 'Southern Health NHS Foundation Trust',
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			'excerpt' => 'Forfusion deliver influential Unified Communications Design for Southern Health NHS Foundation Trust.',
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			'plain_text_content' => '  	 		 		               		Southern Health NHS Foundation Trust: Unified Comms 		 				   						   						   								   		   		   			 				   		   		   			 				   						   						                                                                        	 	           		 		 		 		 		                                                      	      	   	                       	 	 	                                      				                                                                 				                        ExpertiseServicesInsightsCase StudiesContactSearch                                                                                                          				                                         Expertise CollaborationIntelligent WorkspaceEnterprise NetworkingData Centre &amp; CloudSecure WorkplaceServices Consulting ServicesTechnical ServicesProject ServicesManaged ServicesInsights GuidesWhite PapersCase StudiesContactSearch                                                                                                                                                           				                                                                    HomeCase StudiesSouthern Health NHS Foundation Trust                                                                              Case Study         Southern Health NHS Foundation Trust         Forfusion deliver influential Unified Communications Design for Southern Health NHS Foundation Trust.                                     Book Consultation       Simply enter your details below and we’ll contact you to arrange your free 30 minute consultation.                Full Name*Email Address*Company*Job Title*I would like to recieve the latest news and insights from Forfusion.Book now                                                                                                                                                                  Background                    Southern Health NHS Foundation Trust provides care services across four counties in southern England: Hampshire, Dorset, Oxfordshire and Buckinghamshire.  It employs around 9,000 staff working from over 200 sites, including community hospitals, health centres, inpatient units and social care services.  Unified Communications in Healthcare  The Trust recently adopted a strategy to provide Unified Communications (UC) to staff.  This is a common requirement in the Healthcare sector, as Trusts are under increasing pressure to improve services to patients and staff; enhance operational effectiveness; rationalise phone service provision and support; and save costs.  Complex UC Vendor and Delivery Environment  Given the highly complex UC marketplace, and the range of options to meet different organisational and clinical requirements, the Trust required independent expertise to assess and recommend vendors.  They also needed support in the production of a Unified Communications conceptual design which would complement the wider digital transformation strategy.  Unified Communications Strategy Requirements  Southern Health had the following objectives in devising a UC strategy:
    host UC on the Trust&rsquo;s own infrastructure  provide options for resilient 24*7 UC services  where possible, aim to maximise the use of existing equipment, software licences, technical skills and commercial relationships taking the most cost-effective approach  give options for a range of end points including conventional desktop phones and soft phones  give options for integration with mobile phone services  reduce the Trust&rsquo;s ongoing telephone costs    These requirements reflect the Trust&rsquo;s need to protect their investment, by &lsquo;sweating&rsquo; their current assets.  Southern Health wished to phase technologies in and out according to existing investment profiles and Trust-wide technology roadmaps.                                                                                          Download Case Study            Download our Case Study to discover how delivered influential Unified Communications Design for Southern Health NHS Foundation Trust.                       Download                                                            Why Forfusion?                    James McMichael, Forfusion&rsquo;s Technical Lead for Southern Health, reflects: &ldquo;The Trust appreciated Forfusion&rsquo;s considerable knowledge, capability and vendor agnostic approach.&rdquo;  UC and Collaboration Solution Design Approach  Forfusion&rsquo;s tried and tested Assess, Design, Integrate and Operate approach laid out the steps required to deliver the clearest, most robust and strategically aligned conceptual design to inform Southern Health&rsquo;s procurement process.  James explains: &ldquo;As the deadlines were tight, we instigated two parallel work streams to cover the requirements gathering and conceptual design stages.&rdquo;  &ldquo;The tasks were planned to dovetail with one another throughout the process, allowing us to deliver a final recommendation on the back of the Asses and Design phases.&rdquo;  The steps were as follows:  Assess  A series of workshops and interviews was conducted across a range of disciplines to represent Trust users and system administrators. It included the mediation of different stake-holder interests and the steering of mind-sets to share common goals and objectives.  The information collated was then analysed, sorted and documented into definitive Unified Communications and Collaboration categories (i.e. messaging, mobile duress and telephony), in order that requirements could be easily understood.  Design  Based on the workshop outcomes Forfusion then worked with Southern Health to develop contextual system use case scenarios with priority grading matrices.  This then informed the conceptual design with functional, performance and service level requirements.  Further design workshops took place in order to identify areas of convergence, technology reuse and integration opportunities, and to ensure solution compliance.                                                                                          Download Case Study            Download our Case Study to discover how delivered influential Unified Communications Design for Southern Health NHS Foundation Trust.                       Download                                                            Unified Communications Design Outcome                    Forfusion&rsquo;s input and approach led to the Trust changing direction in respect of solution and vendor.  It was determined that a Cisco Unified Communications solution would best support the Trust&rsquo;s required outcomes and strategy.  By integrating this fully with Microsoft Skype for Business the Trust could capitalise on current investment as well as safeguard longer term operational and financial commitments.  Client Feedback  Phill Ballad, Southern Health&rsquo;s Head of ICT Operations, says: \"We engaged with Forfusion to help us identify suitable solutions to deliver against our UC Strategy and to make a recommendation on what we should choose as our preferred platform.&rdquo;  &ldquo;Forfusion helped us to develop our requirements so that we could proceed to a procurement exercise, evaluating options, identifying solutions and then making recommendations based on our sites, existing legacy stand-alone solutions and the need to deliver in a phased approach.&rdquo;  &ldquo;Forfusion delivered against a tight timeframe in a very professional manner and provided all necessary documentation. The outcome was a recommendation we could accept without hesitation.&rdquo;  &ldquo;Altogether Forfusion made this into a simple process in what is a complex delivery environment.\"  &nbsp;                                                            Arrange your 30-minute consultation           Transform your business today           Book a consultation                                                                          Sign up to the mailing list Keep up to date with the latest news, insights & events                             Join mailing list                                                                           Expertise                                        Collaboration                           Intelligent Workspace                           Enterprise Networking                           Data Centre & Cloud                           Secure Workplace                                                                                Services                                              Consulting Services                               Technical Services                               Project Services                               Managed Services                                                                              Knowledge            GuidesWhite PapersCase Studies                                     Industries            FinancePublic SectorRetailLegal                                     Company            AboutBlogCareersContactPolicies &amp; Statements                                         Social                            LinkedIn                Twitter                                                                                                                                             &copy; Forfusion 2021
 &nbsp;|&nbsp;  Designed and Built by Precept                                                                                  &times;              Mailing List Signup              Confirm Subscription             We want to make sure we\'ve got your correct email address. Please check your email and click the link we\'ve sent to confirm your subscription.                                                                             &times;              Mailing List Signup              Subscription Confirmed             Thanks for taking the time to confirm your subscription. We look forward to keeping in touch with you!                                  	   	 	 	                                                                                                                                                                                	 	 ',
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			'plain_text_content' => '  	 		 		               		Breakthrough Breast Cancer: IT Infrastructure Upgrade 		 				   						   						   								   		   		   			 				   		   		   			 				   						   						                                                                        	 	           		 		 		 		 		                                                      	      	   	                       	 	 	                                      				                                                                 				                        ExpertiseServicesInsightsCase StudiesContactSearch                                                                                                          				                                         Expertise CollaborationIntelligent WorkspaceEnterprise NetworkingData Centre &amp; CloudSecure WorkplaceServices Consulting ServicesTechnical ServicesProject ServicesManaged ServicesInsights GuidesWhite PapersCase StudiesContactSearch                                                                                                                                                           				                                                                    HomeCase StudiesBreakthrough Breast Cancer                                                                              Case Study         Breakthrough Breast Cancer         Forfusion’s Collaborative Comms solution for Breakthrough Breast Cancer pays for itself within the first year.                                     Book Consultation       Simply enter your details below and we’ll contact you to arrange your free 30 minute consultation.                Full Name*Email Address*Company*Job Title*I would like to recieve the latest news and insights from Forfusion.Book now                                                                                                                                                                  Background                    Breakthrough Breast Cancer is the leading breast cancer charity in the UK.  It raises close to &pound;20 million a year to support essential research into new treatments, causes, early detection and ensuring the best possible care for women diagnosed with the disease.  Breakthrough Breast Cancer It is famed for its direct, mass participation fund raising events.  People-centred and volunteer-based  Breakthrough Break Cancer is based in two centres 400 miles apart - London and Edinburgh. With a people-centred culture, the organisation maintained a relatively high level of staff travel between the two offices, with associated costs.  The organisation has about 140 users on its systems, split between permanent staff (40%) and volunteers (60%). It is key that the volunteers are connected to other people within the organisation in order to be up and running as quickly as possible.  Communications Legacy  The costs of Breakthrough Breast Cancer&rsquo;s phone bill were being met by a benefactor, including the free provision of an old Siemens PBX system.  Whilst not a direct cost, this arrangement increasingly lacked the flexibility that the organisation required to grow.                                                                                          Download Case Study            Download our Case Study to discover how our Collaborative Comms solution for Breakthrough Breast Cancer paid for itself within the first year.                       Download                                                            IT infrastructure challenges and requirements                    Given legacy and budgetary constraints, not to mention the complexity of a predominantly voluntary workforce, Breakthrough Breast Cancer had some specific challenges to overcome regarding its IT infrastructure.  Nevertheless Paul Goodwin, Head of IT at Breakthrough Breast Cancer was deeply aware that IT held the key to improving performance at the charity.  He says: &ldquo;We needed to upgrade our IT environment however we wanted to do it with minimal disruption and cost!&rdquo;  &ldquo;For an organisation like Breakthrough it&rsquo;s crucial that we reduce the proportion of our income spent on running the organisation versus funding research.&rdquo;  Instant Messaging, Desktop Collaboration and Video Conferencing  Forfusion&rsquo;s technical lead for Breakthrough Steven Pearson says: &ldquo;Breakthrough&rsquo;s initial brief was to improve employee and volunteer connectivity and collaboration without the immediate cost of replacing the legacy telephony system.&rdquo;  &ldquo;This was achievable using IM and Desktop Collaboration tools. However, we really wanted Breakthrough to get a taste of the future!&rdquo;  &ldquo;We put together a proposal that included Skype for Business &ndash; and with a few concessions to budget and timelines Breakthrough added the option to enable Video Conferencing into their Comms and Collaboration suite.&rdquo;  Comms and Collaboration Solution  Steven explains: &ldquo;The project was delivered in two back-to-back phases: design, followed by implementation.&rdquo;  &ldquo;Microsoft Skype for Business was built into a virtualized environment (VMware) on existing servers sited in the London office.&rdquo;  &ldquo;The solution delivery was smooth and fast &ndash; and also included the configuration of a firewall for additional security.&rdquo;                                                                                          Download Case Study            Download our Case Study to discover how our Collaborative Comms solution for Breakthrough Breast Cancer paid for itself within the first year.                       Download                                                            Collaborative Comms Benefits                    Within a fortnight, 140 users were enabled across the two offices at a total cost of &pound;11k. This included &pound;8k for services plus around &pound;3k for licenses.  By eliminating internal travel costs however, this expense paid for itself within a single financial year.  Given the charity&rsquo;s funding aims this is a very important factor.  However, more importantly, the Communications solution has enabled staff to work together far more effectively than before in three key ways:  1. Finding people  Microsoft Skype for Business works with Active Directory, which from a user perspective means that anyone can look up anyone else on the system. This is a big boost for a company with 60% of its workforce changing intermittently.  2. Knowing availability  Busy/Free indicators of Presence linked to Calendars enable workers to see when the best time is to schedule meetings or just pick up the phone.  3. Direct communication  Instant messaging enables a rapid contact. Upgrading that to a person-to-person video conference can be done in a single click.  New Possibilities  With an eye on the future, the Microsoft Skype for Business implementation has enabled Paul Goodwin to take the first steps towards resolving two other issues on the horizon.    The aging PBX phone system, that would undoubtedly make any major change quite difficult.

  The increasing appetite of staff, especially volunteers, to use their own devices &ndash; smartphones, tablets or PCs &ndash; with the inherent security risks that accompany it.    Client Feedback  The last word goes to Paul Goodwin: \"Forfusion is very professional in approach. Their knowledge of the subject and the ability to come up with solutions to problems very quickly was excellent.  &ldquo;Working with Forfusion was a very positive customer experience.&rdquo;  &nbsp;                                                            Arrange your 30-minute consultation           Transform your business today           Book a consultation                                                                          Sign up to the mailing list Keep up to date with the latest news, insights & events                             Join mailing list                                                                           Expertise                                        Collaboration                           Intelligent Workspace                           Enterprise Networking                           Data Centre & Cloud                           Secure Workplace                                                                                Services                                              Consulting Services                               Technical Services                               Project Services                               Managed Services                                                                              Knowledge            GuidesWhite PapersCase Studies                                     Industries            FinancePublic SectorRetailLegal                                     Company            AboutBlogCareersContactPolicies &amp; Statements                                         Social                            LinkedIn                Twitter                                                                                                                                             &copy; Forfusion 2021
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Case Studies

Discover some of the businesses we've helped transform using market-leading technologies.

Combining in-depth consultancy services with digital solutions to modernise, de-risk and transform business.

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I would like to recieve the latest news and insights from Forfusion.

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Collaboration

Swansea Council

Forfusion transforms customer care and communications for Swansea Council.

View case study

Collaboration

Killik & Co

Forfusion enable better employee mobility and secure communications for award-winning financial advisors.

View case study

Collaboration

Staffordshire County Council

Hybrid approach enables best of breed Call Centre and Unified Communications Solution for Staffordshire County Council.

View case study

Intelligent Workspace

Gold Coast University Hospital

Forfusion steers the digital infrastructure creation of Gold Coast University Hospital in Queensland.

View case study

Collaboration

Southern Health NHS Foundation Trust

Forfusion deliver influential Unified Communications Design for Southern Health NHS Foundation Trust.

View case study

Collaboration

Breakthrough Breast Cancer

Forfusion’s Collaborative Comms solution for Breakthrough Breast Cancer pays for itself within the first year.

View case study

Arrange your 30-minute consultation

Transform your business today

Book a consultation