How Can Enterprises Scale Helpdesks During Crises?

The Consulting Pressure: When Global Scale Meets Sudden Crisis

Imagine leading one of the world's largest professional services networks, founded on March 26, 1983, as PricewaterhouseCoopers Private Limited, one of the Big Four alongside Deloitte, EY, and KPMG. PwC delivers essential services in accounting, auditing, human resources consulting, and strategy management to clients worldwide. Yet, beneath this powerhouse stature lay hidden strains: the need for seamless internal employee connections, robust customer helpdesks, and the agility to pivot when COVID-19 struck, demanding an instant employee outreach helpline. Without a flexible cloud telephony partner, these gaps threatened to unravel operational continuity, leaving teams disconnected and support efforts fragmented in a time of profound uncertainty.

Before vs After: From Fragmented to Fully Connected

What Is a Call Management Solution and Why It Matters

A call management solution is a cloud-based platform that unifies tracking and recording for both internal and customer communications. For enterprises like PwC, it matters because it:

• Captures every call log and recording, ensuring nothing falls through the cracks.
• Enables efficient internal processes to connect dispersed teams effortlessly.
• Provides the speed and scalability to deploy helplines amid crises, backed by responsive support.

This isn't just technology, it's the backbone that keeps global operations humming, turning potential chaos into controlled, insightful support.

PwC: Navigating Crisis with Unbreakable Connectivity

The Challenge

PwC faced mounting pressures that tested their infrastructure:

• Connecting and tracking internal employees across a vast network.
• Powering a dependable customer helpdesk with visibility into every interaction.
• When COVID hit, rapidly establishing a dedicated employee helpline while managing evolving demands.

The consulting giant needed a partner capable of enterprise-grade builds with the nimbleness to adapt on demand, ensuring no employee or customer query went unanswered.

What Changed

PwC partnered with MyOperator, who delivered a tailored call management solution featuring call tracking and call recording. This enabled:

• Comprehensive logging and recording of all customer calls for the helpdesk.
• An internal call management process that connected employees reliably.
• Lightning-fast deployment of the COVID helpline within a single day.
• Ongoing support from a dedicated account manager and team, fostering adaptability over nearly 3.5 years.

The Outcomes

MyOperator’s platform transformed PwC's capabilities:

• Tracked all call logs and recordings for customers.
• Connected employees through efficient internal processes.
• Launched the COVID helpline for employees within 1 day.

“Our journey and experience with MyOperator has been great for the last almost 3.5 years. MyOperator helped us to launch COVID helpline for our employees within 1 day.Their support team and dedicated account manager facilities helped us a lot.”

Anirban Mukherjee, Assistant Manager - Finance, PwC

Lessons from the Frontlines: Building Resilient Support

Prioritize Visibility in Every Interaction

Full call tracking reveals patterns in employee and customer needs, allowing proactive adjustments before issues escalate.

Embed Agility into Core Systems

Solutions that launch helplines overnight prove that speed doesn't compromise reliability in high-pressure scenarios.

Leverage Dedicated Human Support

Account managers bridge tech and real-world needs, ensuring long-term success through personalized guidance.

Unify Internal and External Communications

One platform for employees and customers eliminates silos, creating a cohesive support ecosystem.

Prepare for the Unpredictable

Enterprise tools must flex with crises, turning global challenges into opportunities for stronger connectivity.

Resilience Forged in Real-Time Response

PwC's journey reminds us that true enterprise strength lies not in size, but in the quiet reliability of systems that activate when the world shifts. MyOperator’s call management solution didn't just bridge gaps, it wove a thread of trust through employee outreach and customer support, enduring nearly 3.5 years of partnership. In moments of crisis, such tools reveal their deepest value: steady presence amid the storm, inviting leaders to explore call tracking and recording for their own unbreakable foundations.

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