On the occasion of the renewal of its IT outsourcing contract, BIL embarked on a dual strategic transformation: the migration of its telephony system and the complete modernization of its WAN network. Two critical projects, carried out in parallel with DEEP, which illustrate the bank’s determination to strengthen control over its infrastructure while gaining in agility, security, and resilience.
As part of the renewal of its IT infrastructure management outsourcing contract in early 2023, BIL decided to extract two critical components from the scope: the platform supporting fixed telephony and the bank’s wide area network (WAN). The financial institution entrusted DEEP with the management of these two components.
“In the current context, it became important for us to rethink certain parts of our infrastructure, giving ourselves the opportunity to assess possible alternatives. Until then, the management of telephony and the network relied on a subcontractor of our partner in charge of the overall IT infrastructure. The objective was to regain control over these two elements, which are essential to the bank’s operations, through a partner closer to us, capable of supporting us with greater responsiveness and control,” explains Frédéric Bordin, Platform Lead Infrastructure & Cloud at BIL.
In light of these challenges, the bank’s infrastructure managers conducted a market review to find the partner best suited to support them. “With DEEP, faced with competent and attentive teams, we quickly felt confident,” continues Frédéric Bordin. “Based on a solid understanding of our needs, our new partner was able to directly establish a clear, relevant, and technically sound proposal, enabling us to successfully carry out this ambitious transformation project.”
Telephony: a critical transfer, executed over a single weekend
The first project involved transferring the fixed telephony solution to a new environment managed by DEEP. Although the operation resembled a simple “lift and shift,” it was nonetheless delicate. Indeed, the availability of the bank’s telephony platform is essential for the institution’s approximately 1,900 employees and its call center. In addition, the solution must meet strict regulatory requirements, particularly those related to MiFID II, by integrating call recording functionality.
“In an organization like ours, telephony downtime is felt immediately,” summarizes Mathew Coutard, IT Infrastructure – Lead Architect at BIL. “A customer calling to block a card must be handled instantly. A branch cannot open its doors without functional telephony. It was essential for us to rely on a robust partner, capable of carrying out this migration smoothly, while also guaranteeing service availability over time.”
With this in mind, BIL and DEEP set up a dedicated team to prepare the migration, working in collaboration with the historical infrastructure manager, to analyze requirements, define the scope of intervention, and deploy an operational and compliant solution. The migration was carried out following a series of extensive tests and checks.
“The transfer was completed over a single weekend, in a way that was completely transparent for our users,” comments Frédéric Bordin. “When they arrived at the office on Monday morning, our employees had to be able to use their telephony solution as if nothing had happened. The migration ran smoothly. Only a few users had to log back in to access their solution.”
WAN: modernizing the entire network, from headquarters to ATMs
The second project, carried out in parallel, was of a different nature. It did not involve transferring an existing solution, but rather renewing the bank’s entire internal network in order to better secure exchanges and meet current and future needs.
“The network design was nearly fifteen years old. It was essential to renew it,” explains Mathew Coutard. “Technological evolution, particularly with the emergence of software-defined solutions, has profoundly changed the way networks are designed and operated.”
DEEP was entrusted with the mission of rebuilding the entire WAN network, connecting the main building, branches, ATMs, as well as exchanges with key partners such as Bloomberg, Reuters, and SWIFT. “It was a complete overhaul, including hardware renewal, deployment of new Wi-Fi across all sites, integration of a modernized DDoS service, and reconfiguration of all inter-site links,” explains Frédéric Bordin.
One of the main challenges imposed on DEEP was to carry out this migration without changing existing IP addresses, in order to avoid cascading impacts on applications, security cameras, alarm systems, or ATMs. “This requirement was not part of the initial request,” acknowledges Frédéric Bordin. “To meet it, DEEP had to rethink its designs and find creative solutions.”
Carefully planned logistics
On-site deployment represented a large-scale logistical operation. Migrating an ATM located at a gas station can involve up to four stakeholders: network technician, electrician, physical security agent, POST engineer… Each switchover requires precise coordination to limit any downtime.
“If an ATM is no longer reachable, a customer can no longer withdraw cash. If a branch loses connectivity, it simply can no longer serve its customers,” recalls Mathew Coutard, highlighting the critical nature of the initiative.
After several months, the project was completed in October. The bank now has a modern, programmable, and flexible SD-WAN network, capable of deploying consistent security policies in just a few clicks and aligned with the capabilities required by current uses—particularly the transmission of high-definition video streams from ATMs or the significant increase in internet bandwidth.
“We have multiplied certain capacities by ten, while gaining in security, consistency, and execution speed,” notes Mathew Coutard.
A close relationship and a real gain in control
Beyond the technical aspects, it was the quality of the relationship with DEEP that was particularly appreciated by BIL’s teams. “During the bid presentation, DEEP came with experts who each had their role, each their subject. No extras. You could feel real mastery,” recalls Frédéric Bordin.
The migration made it possible to eliminate one level of outsourcing, but also to update all documentation and strengthen governance, helping to improve the bank’s compliance with DORA requirements.
“With DEEP, we have a clear vision, direct contact, and a much faster reaction capability,” summarizes Mathew Coutard. “Whether it’s installing a new branch, adding an ATM, or creating new partner connectivity, we now get answers within a few days, whereas previously it could take several weeks.”
A dual transformation, a seamless transition
The modernization of telephony and the WAN network represents a structuring technological leap for BIL, laying the foundations for the next decade. Both projects were delivered on time, on budget, and above all without disruption—an essential element in a banking environment where every minute counts.
“This transformation was carried out on time and within budget, in a smooth manner,” concludes Frédéric Bordin. “That is exactly what we expected from a strategic partner.”
