Capital Credit Union is a member-owned, community-based financial organisation. With almost 23,000 members, it is the largest credit union in East Scotland and one of the largest in the UK. Dunedin IT has worked with the company for eight years on several security-focused projects, including upgrading its entire hardware infrastructure and assets, moving the organisation to the cloud, and acting as the conduit between Capital Credit Union and CityFibre to install new fibre. Dunedin IT will also be providing infrastructure support to Capital Credit Union as they move to a new office in October 2021.
As a financial institution, Capital Credit Union requires enhanced security measures in all of its technologies and communication systems. However, after several staff tested positive in late 2020, a decision was made to accelerate a move to an already-planned VOIP telephone system and allow the majority of staff to work from home. At the time, Capital Credit Union was using a traditional Private Branch Exchange (PBX) system with all hardware based on site.
While this worked well for pre-Covid operations, it meant there was no possibility of working remotely using phones without relying on personal mobile phones. This was not an option, from a security perspective.
Dunedin IT designed and implemented a bespoke telephony system for Capital Credit Union that stood up against its stringent security and compliance needs.
The organisation had already been considering a VOIP telephone system and planned for Dunedin IT to install it when they moved to a new office in late 2021, however these plans were accelerated following the move for most staff to work remotely. It took less than three weeks from this decision being made to have the new system up and running. The system was installed in parallel with the existing lines to ensure there was no impact on business operations during installation. Once the new VOIP system was running, the old PBX system was decommissioned.
As part of switching Capital Credit Union to the new VOIP system, Dunedin IT also moved the business to a new, call recording system that met the institution’s security needs while employees worked remotely, The Apresa Call Recording System. This system integrated smoothly into 3CX and provides a secure and payment card industry (PCI) compliant method to record calls – this PCI compliance is critical for businesses in financial services.
New telephony system installed and running three weeks after the decision to implement, without impacting operations.
Phone and recording systems to meet enhanced security requirements in financial sector.
Significant improvements in call answer rates and internal performance reporting.
Reduced infrastructure costs due to moving from a PBX system to the cloud.
Added flexibility to add staff to the call group at short notice to cope with sudden, increased demand, resulting in improved customer experience.
Ability to allow employees a more flexible work model in the future, with ability to access the phone system using desktop handsets, mobile devices, or soft clients on the desktop.