Problem Statement

Our client, a UK-based communications service provider, faced significant limitations with their existing sales operations platform, which was a well-known SaaS solution. The platform was expensive, required a steep learning curve, and inflexible, making it challenging to adapt to the client’s growing operational demands. Key inefficiencies included a lack of integration with enterprise tools, manual and time-consuming audio processing, no support for bulk data uploads, and the absence of customized, role-based access controls. These issues resulted in reduced productivity, increased operational costs, and a fragmented user experience.

Our Solution

To ensure smooth adoption and operational efficiency, we focused on user-centric design by building a platform that is both easily customisable and intuitive.

What made the platform different?

• Structured Access Control: Granular level role-based permissions to enforce separation of duties, ensuring secure and compliant operations across departments.
• Automated Audio Transcription & Keyword Analysis: Leveraging AI services, the platform automated the transcription of audio files and performed intelligent keyword tagging, significantly enhancing searchability and content analysis.
• Seamless Integration with Enterprise Tools: The system was tightly integrated with widely-used business applications including Microsoft Teams ensuring communication across multiple channels, SharePoint, and Azure Blob Storage, enabling frictionless data sharing and collaboration within the client’s existing workflow.
• Excel-Based Data Management: Understanding the need to make data operations accessible to non-technical users, implemented support for Excel templates. This allowed business users to manage and import/export structured data independently, streamlining operations and improving accuracy.
• GDPR & Data Compliance: The platform designed with compliance at its core, offering robust features to support audit trails, data retention policies, and seamless handling of data access requests — ensuring your organization meets GDPR and other regulatory requirements with confidence.

This solution not only addressed the client’s immediate challenges but also provided a robust foundation for scaling and integrating future functionalities.

Outcome and Business Impact

• Replaced an expensive third-party platform with an AI enabled scalable, reliable, cloud-based platform tailored to meet the client’s evolving business needs.
• AI enabled Audio transcription and keyword detection workflow reduced compliance review time by over 60%.
• Blob Storage and SharePoint combination enables efficient, secure, and scalable audio file handling.
• Excel uploads enabled faster operations with reduced dependency on backend teams.
• Integrated notification system improved communication across multiple channels.
• Positioned the client to extend the platform modularly for future needs.