The tools Exponential-e have provided have contributed towards the digital transformation journey BDO have been on. Our mutual passion for the user experience has helped us reshape our whole approach to the service desk, and we're very much looking forward to building on these successes in the years ahead.

Lee Trimmer, Head of Service Delivery, BDO

The first phase of the deployment involved managing a seamless transition for all analysts and end users by replicating their existing Teams functionality in the new platform, allowing them to start making use of it straight away. This meant the migration process was completely invisible to the 6,000 employees already using Teams.

With this foundation in place, BDO began working with their dedicated account team to identify potential opportunities for automation, the first of which involved the onboarding process for new joiners, who would automatically receive an email with the details of the Teams dial pad, with no manual intervention required. At the same time, should an end user leave the company, their account would automatically be closed and their number made available again. This pay-as-you-go model immediately resulted in tangible cost savings by ensuring BDO would only ever pay for the licences in active use.

Building on this, the Five9 platform was heavily customised to suit BDO's specific goals for its overall user journey. Key to this was the integration of the platform's chatbot with BDO's own Azure LLM and ServiceNow®, allowing it full access to an evolving knowledge library. This bespoke chatbot (dubbed ELSA!) is now able to automatically direct users to the article most likely to lead to a successful resolution. If it is unable to do so, they are automatically put through to the appropriate analyst.

ELSA's intuitive, conversational interface and broad range of insights meant the initial uptake was high, averaging more than 200 interactions per month, of which around 50% are resolved with no need for human intervention. The chatbot's capabilities have since been extended to run automated routine fixes with BDO's primary audit tool, saving service desk analysts time and offering the users faster resolutions.

As a result of these improvements, BDO have significantly reduced their service desk's dependence on traditional telephony and email, with most end users now preferring the inherent flexibility and ease of the new chat and self-service options, allowing analysts to more efficiently manage their cases.

With the implementation of Five9's workforce engagement tool, BDO are looking to automate further quality control checks to focus directly on problem areas rather than relying on dip sampling calls. Through the application of intelligent analytics, this identifies which interactions team leaders should listen to in order to support their analysts, identify gaps in the user experience, and act on new opportunities for improvement as they emerge. When combined with the technical data collected by ServiceNow®, this will provide BDO with a holistic, real-time view of its entire service desk operation.

The transformation of BDO's service desk was later recognised at the Service Desk Institute's 2025 awards ceremony, where it was named as 'Service Desk of the Year – Large Team'. It is also now eligible to be certified as a five-star service desk, of which there are only four in the world at the time of writing.

BDO have long led the charge for service desk excellence, and the success of this project is testament to that. When people and technology come together in this way, a seamless, interconnected user experience becomes possible across every channel, which I fully expect to become the new standard for service desk operations.

Gareth Hayes, Head of UC & CX Solutions, Exponential-e

Solution Benefits

• A seamless migration process from disparate legacy technologies, with no disruption to day-to-day operations
  
  
• Intelligent automation of routine processes enhances analysts' efficiency and performance, freeing them to focus on the most complex cases
  
  
• 50% of all interactions resolved without any need for human intervention, thanks to a bespoke chatbot and evolving knowledge base 
  
  
• Automated onboarding and offboarding of employees and sustainable cost savings through pay-as-you-go pricing

About Fidessa

Fidessa Group is a global business with scale, resilience, ambition and expertise - providing Financial Trading, investment and information solutions. 85% of the world's premier financial institutions trust Fidessa to provide them with multi-asset trading and investment infrastructure, market data and analysis, and decision making and workflow technology. $10 trillion worth of transactions flow across its global Network each year. Being a market leader, they also offer unique access to the world's largest and most valuable trading community of buy-side and sell-side professionals, from global institutions and investment banks to boutique brokers and niche hedge funds.

Solution 

Fidessa approached Exponential-e to solve this challenge after an introduction via one of its group companies, LatentZero which was already an Exponential-e customer. LatentZero knew of Exponential-e's technology and expertise and spoke highly of its potential to solve the automated failover challenge. Another key factor in choosing Exponential-e was its expertise in dealing swiftly with Réseaux IP Européens Network Coordination Centre (RIPE NCC) applications.

At the start of the project Exponential-e helped by fulfilling the first requirement of obtaining Provider Independent (PI) IP addresses from RIPE NCC. To get Fidessa up and running quickly, a temporary subnet of Provider-Aggregatable (PA) IP addresses were provided by Exponential-e for the 100Mbps Internet connections installed at the primary office in Woking and the office in London. After RIPE NCC allocated Provider Independent (PI) IP addresses to Fidessa, Exponential-e smoothly facilitated the migration to the PI IP addresses from the temporary PA ones provided.

At the primary connection in Woking, a dynamic routing protocol was configured to be used during normal times. In the event of the primary connection failing, a floating, static route will automatically reroute the Internet traffic via the backup circuit in London.

The failover will then be managed by a Border Gateway Protocol (BGP) session, where a lower metric is configured at Woking, ensuring it is the primary route, and a higher metric is configured in London, ensuring it is only used if there is a fault with the service at Woking. However, both locations will still be able to send outbound traffic independently as needed.

 Challenges

With so many major financial institutions relying on Fidessa and the company's commitment to providing resilient services to its customers, effective Business Continuity Planning (BCP) is imperative for the company. In a BCP situation the IT department might be dealing with ten or more different issues to resolve. Should there be a disaster, keeping resources free to resolve the issues that require manual attention is ideal.

Therefore, the challenge Fidessa faced was automating as much of its BCP as possible. Among the many Financial Trading tools and services that Fidessa provides, one of them includes delivery of web-based services, such as its award winning fragmentation analysis tools.

The company required resilient infrastructure to deliver these services to the international trading community and required automated failover to its London office in the event of a fault with the service at the company's head office in Woking.

The major problem Fidessa came across in trying to solve this challenge was that most providers did not have the technology or expertise necessary to provide automated failover in a BCP scenario.

After having dealt with a number of Internet Service Providers (ISPs), needing to change IP addresses because of relocations and to become more flexible in the delivery of its web-based services, Fidessa first realised it needed to obtain its own subnet of IP addresses. Secondly, the organisation realised that the provider for Internet connectivity would need to have Network reach combined with innovative technology and know-how to deliver an automated, seamless failover between Woking and London.

Two of the world's largest communications providers were approached; however, Fidessa determined that neither organisation was flexible enough nor could they provide the type of failover desired to ensure minimum impact during a disaster. These providers required manual intervention and changes to Fidessa's core Network for failover to occur between the Woking and London offices.

This was not ideal to fulfil the company's Business Continuity plans - time and effort needed would be labour and resource intensive - taking away from where these resources could be used in a disaster situation.

About Morningstar

Morningstar, Inc. is a leading provider of independent investment research in North America, Europe, Australia, and Asia. The organisation offers an extensive line of products and services for individuals, financial advisers, and institutions.

Morningstar U.K. opened in London in 2000 and launched its investing website in 2001. The website offers access to objective information on more than 9,000 funds available to individual investors in the U.K

About Tandem Money

Tandem is 'The Good Green Bank', a fully regulated digital app‐based bank founded on the idea of putting customers' needs first whilst helping them save more than just their money by pushing for a sustainable future. The acquisition of green lender Allium in 2020, an established green homes lender, accelerated Tandem's mission into the green space. Tandem offers savings, mortgages, and loans to help customers green their properties, and eventually their lives.

Challenges

The key driver behind Tandem's ongoing digital transformation was earning a full banking license in 2018 - something that had been a core focus of their infrastructure's evolution. This meant their infrastructure would need to fulfil all legal and compliance obligations around the handling of financial data, and also demonstrate the highest standard of operational resilience.

At the time, Tandem's IT and telephony infrastructure was hosted at various separate data centres, while their banking application was hosted on AWS services, and a separate site set aside for workplace recovery. Although multiple sites were involved here, the whole network depended on the London office, creating a single point of failure.

After a comprehensive evaluation of various suppliers, Tandem engaged with Exponential‐e to ensure these critical elements could be securely interconnected in order to maximise performance and scalability and ensure all requirements for full bank status were achieved. Exponential‐e's deep experience in the financial sector was critical here, providing Tandem with complete confidence that the partnership would provide a positive contribution to their journey.

Solution 

The networking solution delivered by Exponential‐e interconnected all Tandem sites via a high-performance WAN - a fully managed low‐latency solution that ensured consistent performance across all sites. This was implemented by a dedicated Exponential‐e account team, who project managed every stage of the deployment to ensure there would be no service disruption and that Tandem's long-term goals remained the primary focus throughout the deployment and beyond.

Critically, this fulfilled all compliance requirements regarding the handling and storage of financial data, while ensuring Tandem's teams would have the right tools at their fingertips at all times. To ensure a disruption free migration process, secure connections were created between Exponential-e's self‐owned network and Tandem's AWS services, allowing for a successful consolidation of the different elements of their infrastructure, and providing IT teams with a higher level of control and visibility.

As the partnership between Tandem and Exponential‐e evolved, a combination of a Virtual Private Network (VPN) and Office 365 was established as the ideal combination of solutions to further optimise Tandem's overall efficiency and enable effortless collaboration between their various teams, regardless of where they were located, with security policies applied automatically and role‐based segregation opening up a wide range of opportunities for remote working.

Throughout 2020, when the COVID‐19 pandemic forced organisations worldwide to rapidly transition to a remote workforce, the inherent flexibility and scalability of Tandem's infrastructure and a robust business continuity plan showed its true worth, as the entire workforce were able to begin working remotely with minimal disruption to day‐to‐day operations, and no compromise in terms of security and compliance. This option had already been utilised on an ad‐hoc basis by Tandem's engineers, but a scenario where it would need to be utilised on a company‐wide basis had been considered and factored into the business continuity plan, with tests taking place to ensure such measures would be viable, should they ever be needed.

In this way, Tandem has demonstrated how the right infrastructure, with the support of the right technology partner, provides organisations in even the most challenging sectors with the agility to pivot in response to unexpected, large‐scale shifts in the digital landscape. Tandem's long‐term digital transformation continues, with plans in place to bring its core banking suite in house and into the Cloud, for a further layer of control and flexibility.

About Odum Research

Odum Research creates pricing, risk, and execution strategies for a wide range of financial market challenges - particularly around crypto derivatives - drawing on leading-edge technology and the collective experience and expertise of their own financial experts.

Challenges

Solution 

Following a thorough evaluation of Exponential-e's capabilities and experience working with financial organisations and their highly specific cyber security requirements, Odum selected Exponential-e as their new technology partner. This involved a series of in-depth meetings between teams from both companies - including both consultants and technical specialists from Exponential-e - in order to develop a bespoke solution wrap that would not only suit Odum's immediate requirements, but also provide ample scope to scale and evolve in response to future shifts in the digital landscape.

As part of the wider cyber security ecosystem, the decision was made to utilise the Okta platform to manage user authentications and ensure all financial data would be handled in line with all applicable regulations. Exponential-e supported the roll-out of the platform, ensuring it would be properly integrated with the wider infrastructure.

This close cooperation between teams proved crucial to the success of the final deployment, with Exponential-e's consultants working closely with Odum's own IT specialists to ensure the move to the Cloud and rollout of the Okta platform was achieved with zero disruption to day-to-day operations - vital in the fast-moving financial markets - and without compromising security or compliance.

As a result, Odum are now equipped with the technology and expertise to fully embrace the Cloud, utilising cutting-edge technology to drive ever more innovative financial strategies that help maintain their edge in a dynamic, constantly evolving sector.

The support from Exponential-e made all the difference when it came to getting things up and running. We were able to make use of everything more or less straight away, and I was able to sleep a bit more easily knowing our security was all in order.

Jack Concanon, Head of Technology, Odum Research