BIL entrusts the management of its telephony platform and the renewal of its internal network to DEEP

BIL has entrusted DEEP with the hosting of its fixed telephony solution, based on a dedicated infrastructure. At the same time, the bank chose to renew its entire wide area network in order to improve performance, strengthen security, and ensure optimal service continuity.

Context and challenges

As part of a strategy to diversify its external service providers, BIL turned to DEEP to implement a unified communications solution that would meet its telephony needs. The bank also tasked DEEP with upgrading its WAN network, which connects its head office, branches and ATMs, and supports connections with partners that are essential to its operations.

Client’s business domain

Founded in 1856, BIL is Luxembourg's oldest universal bank. It offers retail banking, private banking, corporate banking and institutional banking services, as well as financial markets and treasury activities.

The group has more than 1,900 employees and a large network of branches and ATMs covering the whole of Luxembourg.

DEEP’s support

BIL asked DEEP to migrate its unified communications platform to a new infrastructure hosted and operated by the Luxembourg operator. This platform, which includes a call centre and a call recording solution, is critical to the bank's operations.

At the same time, DEEP was tasked with modernising BIL's entire WAN network, which connects all of the institution's sites and infrastructures. This network is the backbone of the internal and external exchanges that are essential to the continuation of operations.

Mission objectives

  • Remove the management of the telephone platform and WAN network from the global IT outsourcing contract and entrust responsibility for these to DEEP.
  • Migrate the fixed telephony solution and network infrastructure to a hosted environment in Luxembourg, operated and supervised by DEEP.
  • Ensure a seamless migration with no service interruption in order to preserve the customer experience.
  • Renew the entire internal network infrastructure – main building, branches, ATMs – in coordination with all service providers involved.
  • Improve network performance, documentation and security with state-of-the-art technological equipment.
  • Strengthen service continuity and support for functions critical to the bank.

‘DEEP won us over with the quality of its offering and the solutions it proposed, which precisely matched our needs. From the outset of our relationship, we found the teams to be motivated, competent and eager to establish a long-term partnership with the bank. Together, we were able to make a smooth transition, on time and within budget.’”

Frédéric Bordin Plarform Lead Infrastructure & Cloud, BIL

Support process

During the call for proposals, DEEP assessed the functional and technical requirements of BIL in order to design a solution tailored to its telephony and network needs. Internal expertise was mobilised to develop a coherent response in line with the bank's expectations.

To prepare for the migration of the telephony solution and the renewal of the WAN network, the DEEP teams worked in coordination with BIL's IT managers and the former service provider. This preparatory work made it possible to define the technical modalities, key stages and measures necessary to ensure a controlled transition.

DEEP deployed a dedicated, highly secure and redundant infrastructure to host the telephone platform. Following functional and regulatory testing, the migration was carried out without disruption to users, thanks to proactive communication and meticulous preparation.

The renewal of the WAN network involved the complete replacement of equipment in the central building, branches, ATMs and connections with third parties such as SWIFT.
The project also included the deployment of advanced security solutions: firewall, DDoS protection, etc.

One of the major challenges was to modernise the infrastructure without changing the existing IP addresses, requiring precise coordination between the many stakeholders. The deployment was carried out step by step, in accordance with the established plan.

Customer benefits

  • A telephone platform hosted in Luxembourg, backed by local, responsive support.
  • More transparent and better documented management, compliant with new regulatory requirements.
  • Optimisation of costs and operational models. In short, a more attractive business case for the bank.
  • A modernised, more efficient and more secure WAN network, facilitating the adoption of new uses and improving the user experience.
  • Better operational resilience for all network-dependent activities.

"We would like to highlight the project management team's excellent handling of the project, whether in terms of monitoring actions, responsiveness, mindset, or even the quality of the documentation."”

Mathew Coutard IT Infrastructure - Lead Architect

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