Case Study: Redefining the BPO Industry

Customer support isn’t a new industry, but it has changed drastically in recent years. What used to be large rooms filled with dozens (or hundreds) of agents manning phone lines has evolved into agents providing omnichannel support via phone, chat, email, SMS and even social media — often remotely. 

The top business process outsourcers (BPOs) are extending that evolution by not only providing their clients with a more expansive customer support platform, but also offering broader coverage for less cost. Granada Corporation is leading the charge in this cutting edge world by going 100% remote and 100% cloud. Dizzion’s high performance, high security, compliant virtual desktop solutions are an important part of Granada achieving this new way of working and redefining the BPO industry.

Here’s their story.

Changing the BPO Business

Changing the BPO Business Granada Corporation, a business process outsourcer that provides English and multi-language customer care support for the world’s leading brands, sets itself apart from other BPOs in a big way: It’s agents are 100% remote, utilizing BYOD and cloud solutions.

“Being a 100% cloud based business gives us a competitive edge in a few ways: modern infrastructure, institutional grade security, flexibility and cost advantages that translate into tangible cost savings,” said Felix Serrano, CEO. “We can adapt faster, easier and more seamlessly than industry peers with greater scale but whom are impacted by legacy systems, processes and structures. This means we can react more quickly to micro trends and scale up and down based on client needs without financial impact.”

But being cloud-based also presents a heightened challenge for Granada: Overcoming clients’ concerns about security within a work at home environment.

The Challenge

Data security is a major concern for any client working with a BPO, and Granada knew it had a bigger hill to climb in convincing clients about security.

“The level of overall system security required by today’s clients means that no one will go to an outsourcer that isn’t as secure or more secure than a physical center,” Serrano said.

In addition to broad security needs, Granada also works with clients in highly regulated industries such as insurance, financial services and healthcare. This requires not only a secure virtual desktop solution, but also one that can help Granada meet compliance standards.

“Because we’re purely work at home, we need to prove we have a level of compliance that exceeds industry standards – a level of security that mitigates risks not only through processes and procedures but also through a comprehensive set of technical safeguard,” he added.

The Solution

To help overcome those preconceptions, Granada has made security and compliance a cornerstone of its services.

“There are legitimate security questions and risks when you’re not appropriately safe guarding your system,” Serrano said. “We want to make sure we’re extending our networks and the networks of clients with the most updated security measures and solutions.”

To align with its internal philosophy of superior security and compliance, Granada sought out like-minded vendors, like Dizzion.

“We wanted a virtual desktop solution from a company who’s core business is virtual desktop infrastructure enablement, not from a provider who among other things also provides VDI,” Serrano explained.

The company’s approach is to work with carefully chosen vendors that bring expertise to the table. This allows Granada to focus on its core business instead of tackling complicated issues (like compliance) in-house.

“We work with providers that are far ahead of where Granada ourselves can be,” Serrano said. “You can try to create a level of internal expertise that guides your every step, or you can accept the reality that there are experts that do elements of the work that you need to ensure compliance and security and partnering with them is in fact the best path to take.”

This approach allows Granada to be competitive while giving them confidence that their clients’ data is safe.

“The level of compliance and security with Dizzion enables us to work with highly-regulated clients without causing concern,” Serrano said.

Top Benefits

• Ability to meet PCI compliance requirements with remote agents 
• Competitive cost advantage (30% less than traditional brick and mortar BPOs) because of Dizzion’s cloud delivered desktops and other cloud solutions
• Wide access to talent, allowing Granada to support multi-lingual staffing needs
• Streamlined internal IT that focuses on creating new products and features for customers rather than IT maintenance and management

“Our clients take a lot of comfort from the fact that we’re not trying to master compliance and security on our own. We know that we should get experts involved who can help us and that we can do so with solutions that our clients can then participate in for their own business. These things have really resonated.” — Felix Serrano, CEO, Granada Corporation

Download your copy of the case study: Dizzion Desktops Help Granada Redefine the BPO Industry

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