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Case Study: MTCnovo – Scalable and Secure Cloud Platform for Case Management | Cloud Fundamental

MTCnovo, a company tasked with managing probation services in the UK, required a secure cloud platform to host their Case Management System (CMS). This system needed to hold Official-Sensitive data and integrate with the Ministry of Justice’s central database, while providing scalability and cost-efficiency.

Key Challenges and Requirements:

  • Host sensitive offender data securely while maintaining PSN connectivity.
  • Ensure compliance with UK Government security standards.
  • Provide a scalable infrastructure capable of future growth.

Solution:

Cloud Fundamental designed and deployed a Platform as a Service (PaaS) solution on AWS to meet MTCnovo’s security and scalability needs. The infrastructure included multi-layered security services, full encryption, and compliance with PSN Protected network standards. The solution also featured auto-scaling to accommodate future growth and changing business demands.

Results:

The AWS platform significantly reduced the complexity of MTCnovo’s operations, provided cost savings, and ensured seamless integration with the Ministry of Justice’s systems. MTCnovo now benefits from a scalable, secure, and future-proof platform that supports ongoing growth and innovation​.

To see how we helped MTCnovo, view the case study document here:

MTCnovo Production Case Study_V1.1

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Case Study: GDS – PSN-as-a-Service for Secure Cloud Connectivity | Cloud Fundamental

The Government Digital Service (GDS) needed to migrate a specific application to AWS while maintaining secure connectivity to the UK Government’s Public Services Network (PSN). Establishing direct PSN connectivity posed significant time and cost challenges, so GDS opted for Cloud Fundamental’s PSN-as-a-Service (PSNaaS) solution.

Key Challenges and Requirements:

  • Migrate an application to AWS while maintaining PSN connectivity.
  • Avoid the lengthy process of achieving PSN connectivity accreditation from scratch.
  • Provide secure, scalable, and cost-effective connectivity to the PSN.

Solution:

Cloud Fundamental’s PSNaaS offered pre-provisioned, secure PSN connectivity without long-term commitment. The solution allows for pay-as-you-use pricing and supports flexible traffic volumes. Cloud Fundamental handled the network setup and monitoring, ensuring GDS achieved compliance and seamless access to the PSN.

Results:

The PSNaaS solution provided GDS with a flexible and cost-effective way to connect their application to the PSN, avoiding costly delays and infrastructure setup. The solution scales easily, accommodates spikes in usage, and supports low-latency connectivity to the UK’s high-performance government network.

To view more about this solution, read the case study document here:

GDS PSN as a Service Case Study

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Case Study: First Forensics – Migrating Training Solutions to the Cloud | Cloud Fundamental

First Forensics, a provider of digital forensics training and services to law enforcement, needed to move their Moodle-based training platform to AWS to improve scalability, security, and performance. The solution would support up to 10,000 users and store Official-Sensitive data, necessitating a highly secure environment.

Key Challenges and Requirements:

  • Design a secure, scalable cloud infrastructure for the Moodle training platform.
  • Meet the UK Government’s cloud-first policy and security standards for Official-Sensitive data.
  • Ensure seamless scaling to accommodate user demand and new course content.

Solution:

Cloud Fundamental implemented a solution in the AWS London Region, ensuring full compliance with security and regulatory requirements. Working with First Forensics’ in-house team, they built a proof of concept to test scalability and performance. The design included comprehensive access controls and technical solutions to secure data and maintain platform reliability.

Results:

The platform successfully scaled from 2,000 to 10,000 users and continues to provide a cost-effective, secure solution for First Forensics’ training needs. Cloud Fundamental’s expertise ensured that any issues were promptly addressed, and the system was optimized for performance. The success of this project has led to further collaborations between First Forensics and Cloud Fundamental​.

For more information about our solution, view the case study document here:

First Forensics Case Study_V1.4

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Case Study: Catalyst Commodities – Cloud Migration for Secure Energy Forecasting | Cloud Fundamental

Catalyst Commodities, a provider of UK power price forecasting data, needed to develop a new web-based application for secure customer access and high performance. They approached Cloud Fundamental to help design and deliver a secure, scalable hosting platform on AWS.

Key Challenges and Requirements:

  • Build development, testing, and production environments on AWS.
  • Ensure secure customer access to the forecasting application.
  • Implement scalable architecture capable of handling varying user demand.

Solution:

Cloud Fundamental designed an AWS infrastructure that included secure access controls, remote desktop functionality for staff, and a robust back-end database. Initially using MS SQL, the database was migrated to Aurora RDS for better performance and scalability. The architecture allowed for strict separation between development, testing, and production environments, ensuring smooth deployments and data integrity.

Results:

The AWS solution provided Catalyst Commodities with a performant and scalable platform that could adjust capacity on demand. The secure infrastructure ensured that customers could access their data securely while reducing administrative overhead and hardware management costs. The successful deployment has solidified Cloud Fundamental as a trusted partner for Catalyst Commodities​.

For more information about how we assisted Catalyst Commodities, view the case study document here:

Catalyst Commodities Case Study_V1.4

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Case Study: Tesla (Europe) Ltd – Migrating Energy Forecasting to the Cloud | Cloud Fundamental

Tesla (Europe) Ltd, a leader in energy industry forecasting, needed a more resilient and high-performance infrastructure for its data-heavy forecasting application. Their existing in-house solution, hosted on VMware vSphere, occasionally experienced performance issues and outages. Tesla turned to Cloud Fundamental to migrate their application to AWS, leveraging the cloud’s flexibility and scalability.

Key Challenges and Requirements:

  • Migrate the forecasting application from in-house hosting to AWS.
  • Ensure seamless connectivity between the cloud platform and Tesla’s existing on-site infrastructure.
  • Resolve resiliency and performance issues experienced on the legacy system.
  • Implement security services and a scalable infrastructure.

Solution:

Cloud Fundamental designed and built a secure AWS platform in the London region. The new system featured multi-layered security services and a VPN to ensure secure connectivity with Tesla’s corporate network. The migration was carried out in a phased approach, beginning with a proof of concept to confirm the cloud platform’s performance and stability before full implementation.

Results:

The AWS platform delivered significant performance gains, improved resiliency, and eliminated the previous infrastructure’s downtime issues. Tesla now benefits from pay-as-you-go pricing, enhanced security, and a stable, scalable infrastructure capable of supporting their growing data processing needs. Cloud Fundamental continues to provide ongoing support for Tesla’s internal and externally hosted virtual environments​

 

For more information about this solution, view the case study document here:

Tesla Case Study_V1.4

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Case Study: UK Health Security Agency (UKHSA) – Scalable Pandemic Response Call Centre | Cloud Fundamental

In early 2021, the UK Health Security Agency (UKHSA) required a large-scale Single Service Centre (SSC) to manage citizen communications related to pandemic and health incident management. The call centre needed to handle 2.7 million calls per month, with a maximum of 3,750 remote agents working from home. Cloud Fundamental, in partnership with MMS and HGS, was awarded the contract to design, build, and deliver this mission-critical service.

Key Challenges and Requirements:

  • Handling a potential 2.7 million calls monthly with 3,750 agents.
  • Quick scalability to accommodate a high but unpredictable volume of calls.
  • Supporting agents working from home with bring your own device (BYOD) setups.
  • Detailed management information reporting and billing breakdowns for calls.

Solution:

Cloud Fundamental developed a highly scalable solution using Amazon Connect as the core telephony platform, ensuring secure agent access via SAML federation through Microsoft Azure. The solution used AWS Lambda and DynamoDB to dynamically route calls and provide real-time queue and utilisation data. A custom Call Manager interface was developed for agents to manage calls efficiently, while real-time analytics and reporting were powered by Amazon Glue, EventBridge, and Athena.

Results:

The system went live in September 2021, handling 700,000 call minutes per month without any outages, with an average of 360 agents logged on concurrently. The infrastructure supports dynamic scaling to meet unpredictable call volumes. The detailed reporting solutions provide UKHSA with comprehensive call data, which is vital for resource planning and operational decisions. Additional services, including new queues and options, are already planned for implementation​.

 

For more information about this solution, review the case study document here:

CF_HSA_REFERENCE_V03

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Case Study: L’Oréal UK and Ireland – Enhanced Call Centre Operations | Cloud Fundamental

L’Oréal UK and Ireland, managing 36 global beauty brands, required enhancements to their existing Amazon Connect call centre. The challenge was to provide a dynamic solution that could inform customers of long wait times during periods of high call volume, while streamlining the management of 36 individual brand contact flows.

Key Challenges and Requirements:

  • Real-time long wait time notifications for customers.
  • Consolidation of 36 separate contact flows to simplify management.
  • Dynamic brand detection and tailored customer messaging.
  • Provisioning new brands efficiently without manual updates.

Solution:

Cloud Fundamental reviewed L’Oréal’s existing Amazon Connect setup and recommended consolidating the 36 contact flows into one universal flow, with dynamic brand detection powered by AWS Lambda and DynamoDB. This solution uses the incoming caller’s number to retrieve brand-specific information and provides customised prompts and agent whisper flows. Additionally, the system was designed to automatically notify customers of extended wait times during peak periods using the Check Queue Status block within Amazon Connect.

Results:

The solution not only met the original requirement of dynamic wait-time notifications but also delivered additional benefits. The consolidation of the 36 contact flows into one significantly simplified management and reduced inconsistencies between brands. The system now supports dynamic brand messaging and makes it easier to provision new brands. Following this success, HGS (L’Oréal’s outsourcing partner) has requested further analysis of the AWS infrastructure for additional improvements​.

 

For more information about this transformation, view the case study document here:

CF_LOR_REFERENCE_V03

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Case Study: The Pension Regulator (TPR) – Secure and Scalable Call Centre Solution | Cloud Fundamental

In 2021, The Pension Regulator (TPR), a UK public body overseeing workplace pensions, needed a reliable call centre solution to support their Automatic Enrolment (AE) scheme. The project required a secure, cost-effective solution capable of managing around 15,000 calls per month with 120 agents working remotely. Cloud Fundamental, in partnership with Marathon Managed Services (MMS) and Hinduja Global Services (HGS), was tasked with designing and delivering this call centre infrastructure using Amazon Connect.

Key Challenges and Requirements:

  • Managing 15,000 calls monthly with a remote workforce.
  • Integration of out-of-hours, public holiday, and emergency handling.
  • Detailed call recording, quality analysis, and reporting.
  • Multi-line setup with three incoming telephone numbers, each offering different services.
  • Real-time visibility into queue status for agents and team managers.

Solution:

Cloud Fundamental leveraged Amazon Connect to create a fully managed and scalable telephony platform. The system automatically scales to meet demand, offering resilience and disaster recovery features. Using AWS Lambda and DynamoDB, the system dynamically adjusts call handling based on availability and utilisation. Additionally, a Call Manager tool was implemented to provide agents with an intuitive interface to access caller data and manage agent statuses efficiently.

Results:

The solution passed rigorous testing and went live in August 2021, handling 15,000 calls monthly with no outages and supporting up to 120 agents simultaneously. Cloud Fundamental provided robust reporting and management information tools using AWS Glue and Amazon Athena to generate detailed analytics on call outcomes. The system’s scalability ensures it can adapt to future requirements, such as adding new queues and a customer satisfaction survey solution​

For more information, view the case study document here:

CF_TPR_REFERENCE_V03

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