Customer stories
Bank Workers Charity
The Bank Workers Charity (BWC) supports the health and wellbeing of the banking community through the provision of information, advice, expert support services, and financial assistance.
BWC recognises that current and former bank workers and their families face challenges that greatly impact their lives, and BWC’s broad range of support is built around the needs of the community they support, whether financial, physical, mental, or social.
Moving into a newly leased office space in 2017, BWC was looking for a reliable connectivity provider to put in place a fibre line which met the high standards of service within a specific period.
“We wanted to work with someone who was going to do what they said they would and on time,” shared Selam Shibru, Head of Finance and IT at the Bank Workers Charity.
A happy surprise
Selam was introduced to Backbone Connect through an IT partner. After meeting the team, he was assured by two key elements, timeliness and value for money, that Backbone Connect would be the right choice for Bank Workers Charity.
While discussing connectivity solutions, Selam had reservations about how accommodating and easy the process seemed. Backbone Connect was true to its word and BWC was delighted with the project plan and implementation from start to finish.
The appointment of a dedicated project manager to own the entire implementation process at the outset was a key differentiator, truly making Backbone Connect stand out from the other providers who were considered
“Onboarding was amazing. It’s all about communication and that was spot on,” recalls Selam.
Resiliency through the pandemic
When the pandemic hit, the Bank Workers Charity had limited movement and access to their office premises – where their file servers were stored.
Recognising this as a major risk, they realised the importance of relocating their file servers to a secure data centre. As a result, BWC moved their servers with their IT service partner to Backbone Connect’s data centre.
Overall, Selam has been impressed with Backbone Connect’s response rate and ability to always talk to a person instead of an automated system.
“That personal touch is so important.” He explains, “The value of customer experience is crucial, and that is Backbone Connect’s competitive edge.”
