MMC deliver high client service levels despite disruptive times

MMC’s core infrastructure forms the operational backbone for the provision of services to their fund and wealth administration clients whose businesses rely on MMC daily. As client service availability is critical when providing essential services, robust business continuity planning has always been an essential part of MMC’s planning for the unknown.  

Responding to unexpected challenges

As the COVID-19 pandemic quickly evolved in 2020, MMC had to mobilise their staff overnight. Vedran Babic, MMC’s CEO, explains: “Even though we were regarded as an essential service, we made a call early on to prioritise the safety of our people. As such, we needed to execute our business continuity plans, which included remote access. As the first lockdown was announced, MMC transitioned smoothly and swiftly into full remote working, where everyone was set up to be productive from home and continue delivering business as usual services to clients.”

Babic continues: “The buzz words these days are agility and being able to pivot on a dime, and technology enables that if you have the right technology stack, team and partners supporting you. Lancom Technology have been an instrumental partner to MMC over the years. Having access to the latest Microsoft technology enabled us to switch our operating model to remote access overnight without any impact on client service levels or performance. Our focus over the years to continuously review and improve our processes and investments in latest technology meant that we were well placed to handle the new world order.”

Waruna Kirimetiyawa, Lancom Technology’s CEO, elaborates: “MMC are a core infrastructure provider and an essential service. Being 100% online is the pinnacle of the client service levels they provide. At Lancom Technology, we ensure a smooth running of the infrastructure and support MMC staff to be productive at any time and from anywhere. Business continuity planning is always at the forefront of our thinking and we were able to quickly transition from business as usual to remote access. As the first lockdown came into force, we prioritised all queries related to remote working. This included the provision of hardware and guidelines relating to VPN connectivity, firewalls and ensuring security levels remained high. Microsoft 365 and Teams proved to be powerful collaboration tools that were reliable and easily accessed by all MMC staff.”