How Can Enterprises Scale Helpdesks During Crises?

Managing Disruptions: When Crisis Affects On A Global Scale

Managing a professional services network with thousands of employees worldwide requires a communication infrastructure that is both robust and incredibly agile.

When sudden disruptions occur—such as the COVID-19 pandemic—enterprises must pivot instantly to maintain operational continuity, protect employee well-being, and support clients. Without a flexible cloud telephony partner, internal disconnection and fragmented support efforts can quickly unravel operational integrity during profound uncertainty.

PwC, one of the Big Four professional services networks, needed to connect dispersed teams effortlessly and power a dependable customer helpdesk with full visibility. Facing the logistical challenges of the COVID-19 pandemic, PwC required a partner capable of enterprise-grade builds with the nimbleness to deploy dedicated helplines within hours, not weeks.

That's when MyOperator's cloud call management platform delivered a helpdesk in 24 hours.

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.

For global businesses, it's the backbone that keeps operations humming, especially when crises can cause chaos.

PwC: Navigating Crisis with Unbreakable Connectivity

The Challenge

PwC faced mounting pressures that tested their infrastructure:

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

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

What Changed

PwC partnered with MyOperator to adopt 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 solution for employees.
• Lightning-fast deployment of the COVID helpline.
• Ongoing support from a dedicated account manager and team.

The Outcomes

MyOperator’s partnership with PwC transformed capabilities:

• Tracked all call logs and recordings for customers.
• Connected employees through an internal crisis helpdesk.
• Launched the COVID helpline for employees within 1 day.
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“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

5 Lessons To Build Resilient Support Systems

Deploy Agile Helplines

Use cloud telephony to launch dedicated support lines within hours, ensuring continuity during sudden crises or high-demand periods.

Maintain Full Visibility

Implement Call Tracking to capture every log and recording, allowing for review and audit of interactions for informed decision-making.

Centralize Communication

Unify internal and external communications on one platform to eliminate silos and create a cohesive support ecosystem.

Leverage Dedicated Support

Work with a partner that provides a Dedicated Account Manager to bridge technology with real-world enterprise needs.

Analyze Interaction Patterns

Review Call Recordings to identify recurring issues, surfacing best practices and training needs to proactively improve service quality.
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Maintaining Resilience in Unpredicatble Times

PwC's journey reminds us that true enterprise strength lies not in size, but in the reliability of communication systems even when the world shifts.

MyOperator’s cloud call management platform didn't just bridge gaps for PwC, it wove a thread of trust through an employee helpdesk and reliable customer support during COVID-19. In moments of crisis, MyOperator helped PwC set up a steady, supportive support helpdesk that scaled with inquiries.