Customer Case Study
Railways Operator
Integrating: Setera OneCloud + Microsoft SSO authentication+ Microsoft Entra ID + Intune
Customer Overview
The Customer is a state-owned transport company specialising in rail and road logistics. It opreates in three main business areas; passenger services, logistics and maintenance.
The Customer required the provision of an integrated communications solution enabling that when unexpected situations occur, such as train breaking down on the tracks, train drivers contact the Opeations Center for immediate assistance.
The team is equipped to manage a variety of scenarios, from arranging replacement buses to ensuring a conductor is quickly replaced if they fall ill.
The Operations Center plays a critical role in maintaining the Group’s high standards for operational efficiency and customer satisfaction, providing real-time support and solutions to keep trains running seamlessy.
Requirement 1:
Simplified User Management for Supervisors
The customer’s Call Center supervisor needed seamless access to a self-management portal to handle day-to-day user management task.
Key requirements included the ability to:
- Reset user passwords
- Edit usernames and email addresses
- Activate new users and mobile applications
- Modify overlow numbers for group numbers
- Update IVR menus and upload new prompts with text-to-speech
- Adjust group number schedules
Setera's Solution:
Setera’s SMP (Self-Management Portal) empowers the customer with an intuitive portal designed for easy access and management. By providing multiple user-level access rights, the portal allowed key roles, such as department supervisors and the customer’s Service Desk, to independently manage user configurations 24/7.
Requirement 2:
Streamlined User Onboarding with Centralised Management
The customer required a smooth and centralised user onboarding process. They needed a solution that:
- Enables centralised installation of applications (Desktop & Mobile) by their Service Desk
- Supports seamless login using Microsoft SSO authentication, eliminating the need for multiple accounts
- Integrates easily with mobile devices managed via Microsoft Intune
- Caters to both office-based and remote users
Setera's Solution:
Setera OneCloud applications delivered a seamless onboarding experience for both desktops and mobile devices:
- The desktop application, Setera OneConnect was distributed centrally via MSI package, deployed by the customer’s Service Desk.
- Users could effortlessy log in using Microsoft SSO, providing a unified login experience.
- The Setera OneCloud Mobile App was deployed centrally to corporate devices through Microsoft Intune. Activation was simple and user-friendly, using an SMS-based activation method.
Requirement 3:
Versatile Interfaces with Setera OneCloud
Call Queue Visibility and Prioritisation for Call Center Agents. The customer needed a better way to manage over 50 call queues. It was essential for agents to:
- See incoming calls even while they were already on another call
- Identify which group or queue an incoming call belongs to, ensuring urgent calls are answered first
- Overcome the limitation of their current system, which didn’t show queued calls if the agent was busy with another call
- Improved Mobile Application Performance:
- Answering call through the current mobile app caused delays in audio, making it harder to respond quickly. The app’s interface was difficult to use, slowing down agents
- Agents were unable to easily join or leave group numbers, reducing their ability to manage call effectively
Setera's Solution:
Setera OneConnect Desktop Application
Clear Queue Views
Agents can now easily monitor all prioritised queues and incoming calls in real time. This ensures important calls are quickly identified and handled, even when the agent is on another call.
Live Call Monitoring
Agents can see calls arriving in other queues, even while talking on their mobile phone. This helps them respond quickly to high-priority calls.
Seamless Call Transfers
Calls can be moved smoothly between devices, such as from a computer to a mobile phone, whithout dropping the connection.
Setera OneCloud Mobile Application
Instant Call Connection
Using Setera's mobile VoIP, audio starts immediately, eliminating delays and imporving response time
User-Friendly Interface
The simplified and easy-to-navigate design makes the app faster and more efficient to use
Flexible Group Management
Agents can easily join or leave group numbers, helping them adapt quickly to changing call demands
Requirement 4:
Caller Identify with Microsoft Entra-ID Integration
The customer has 5,000 internal employees who frequently call service groups. It was critical to immediately identify the caller to provide faster and more efficient service.
- The customer’s employee directory is stored in Microsoft Entra-ID, but their previous system could not display the caller’s name when a call arrived.
- Agents struggled to recognise callers, slowing down response times and creating inefficiencies in their workflows.
Setera's Solution:
The implementation of a seamless integration for Microsoft Entra-ID to enable caller identification:
- Automatic Caller Recognition: The solution now displays both the caller’s number and the corresponding caller’s name if it exists in the customer’s Entra-ID database.
- No End-User Installation Required: The solution works at the network level before the call reaches the OneCloud platform, requiring no additional applications or installtions for end-users.
- Always Up-to-Date Information: Since the integration pulls data directly from Microsoft Entra-ID, contact information remains current and accurate even when new emplyees are added or details change.
Real-Time Call Visibility
Agents always know when a new call arrives, enabling better queue management and quicker responses.
Smooth Device Switching
The ability to transfer calls betweend devices ensures uninterrupted conversations.
Improved Efficiency
Faster call handling and an easy-to-use mobile app boost agent performance and improve customer satisfaction.
Overview of Benefits with Setera OneCloud
Setera provides the Customer’s Operations Center with the scalable and versatile Setera OneCloud platform, designed to meet their specific operational needs and deliver a range of impactful benefits. Through tailored integrations and intuitive interfaces, Setera ensures both flexibility and cost-efficiency, making it the ideal solutiuon form modern operations.
Key Benefits Delivered by Setera OneCloud
- Enhanced Caller Identification: Integration with Microsoft Entra-ID ensures agents can instantly identify internal callers, improving response times and service efficiency.
- Real-Time Call Visibility: Agents always know when a new call arrives, enabling better queue management and quicker responses.
- Smooth Device Switching: The ability to transfer calls between devices ensures uninterrupted conversations.
- Streamlined User Management: The self-management portal (SMP) empowers supervisors to manage users independently, from resetting passwords to editing IVR menus, reducing dependency on IT resources.
- Flexibility: Role-based access ensures each user group has the tools they need to perform tasks efficiently.
- Seamless User Onboarding: The Setera OneConnect application simplifies deployment with centralised installation and Microsoft SSO integration, ensuring fast and secure access for both office and remote employees.
- Prioritised Call Handling: Advanced queue views in Setera
OneConnect allow agents to monitor and respond to highpriority calls, even when already on the line, ensuring no critical calls are missed. - Reliable Failover Routing: Automatic call redirection to mobile devices ensures uninterrupted service during disruptions, maintaining high availability and customer satisfaction.
- 24/7 Support: The customer’s Service Desk can assist endusers seamlessly, ensuring operational continuity.
Scalable and Cost-Efficient Solutions:
Setera's platform is designed to scale effortlessy alongside the customer's evolving needs.
Modular Add-Ons
additional features, such as group call handling, queue reporting and advanced analytics can be added seamlessy to enhance capabilities while optimising costs.
Improved Efficiency
faster call handling and an easy-to-use mobile app boost agent performance and improve customer satisfaction.
Future-Proof Infrastructure
the platform's adaptability ensures long-term reliability, supporting both current operations and future growth.
With Setera’s OneCloud, the Customer’s Operation Center achieves a powerful, scalable, and cost-effective communications solution tailored to their unique requirements, setting a strong foundation for operational success.
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