Softline helped Lime-Loan optimize call center performance using Dedicated service

2021: Optimizing Call Center Performance

On March 24, 2021, Softline announced the completion of a cloud project that will allow the international microfinance organization Lyme-Loan to scale up its business as soon as possible. Using the capabilities of the dedicated Dell EMC PowerEdge server as part of the Dedicated service provided by Softline, the customer ensured the stable operation and proper performance of his own call center as of March 2021, was able to flexibly scale resources, transferred capital costs to operating ones.

According to the company, actively expanding the boundaries of geographical expansion, Lime-Loan opened a branch in Poland in 2015, and a year later - in South Africa. The organization's desire to strengthen its position in Russia and abroad, a constant increase in the number of customers and the amount of data processed required optimizing the performance of the call center. The existing server hardware has ceased to cope with the increasing load and meet all business needs. Other computing power was required to move to the next service level. Initially, the possibility of a one-time purchase of equipment was considered. But this option did not close the tasks that the company faced, so the leadership of Lime-Loan began to study the possibility of using the required amount of resources on a rental basis. At the same time, it was important for the organization to place the server on its territory.

IT specialists of the microfinance organization studied the proposals of the main market participants. The most optimal option was offered by Softline, a global provider of IT solutions and services. Softline experts, having identified the needs of the customer, recommended the Dedicated service to him. Having accepted all the provider's terms and a three-month hardware lease agreement, the customer received a 14th generation Dell EMC PowerEdge rack server. It is the optimal combination of computing resources and memory with a scalable architecture and provides adequate performance for a wide range of applications.

Actively using the Dedicated service in its daily activities, the customer optimized the performance of his own call center and extended the contract for the entire 2021.

This was our first project with Lime-Loan. The customer appreciated all the capabilities of the Dedicated service and, first of all, its technical capabilities. If necessary, the microfinance organization can upgrade the server with the involvement of our specialists. told Alina Kruk, Solutions Sales Manager, Cloud Technology Department, Softline

We already had server hardware that supported a lot of ongoing processes. But when it came to the development of our division and the introduction of other technologies, we realized that the available capacities would not be enough and should be expanded. This was especially true for the automation of collection processes. In 2020, we set ourselves the goal of launching a collector robot. It will help us increase our return and reduce our cost. But without the introduction of IT systems from Softline, the development and subsequent launch of this technology would be impossible. Planning to scale the business, the leadership of the company "Lime-Loan" considered various options for increasing the volume of computing power. We abandoned the idea of ​ ​ buying immediately, because during a period of uncertainty and restrictions caused by the coronavirus epidemic, business seeks to optimize costs. In our case, the cost of purchasing equipment would be colossal. Softline turned out to be the only IT company that managed to fully meet the needs of our contact center by offering a physical server lease on favorable terms for us. The Softline team helped us choose the hardware, promptly provided all the necessary documentation. The strengths of the provider team are the presence of competencies and many years of experience in the global IT market. The solution provided by Softline suits us completely. Having been convinced of Softline's industry expertise, we look forward to further cooperation. In this partnership, we see a number of additional opportunities for ourselves. In the cities where the company "Lime-Loan" develops business, representative offices of Softline operate. At any time, we can call the specialists, meet with them to discuss the issues that have arisen. Our plans include virtualization of current processes, rejection of hardware. I am sure that with the help of Softline all our ideas will come true. noted Stanislav Samosenko, Head of Development and Support of IP Communications at Lime-Loan