Regulated by the Central Bank of Ireland and with a team of over 50 staff, KennCo has built its reputation on the values of Service, Stability and Security - principles that extend equally to the technology they use to serve their customers every day.

As a long-standing customer of DigitalWell, KennCo had built its communications technology and customer services operations around an on-premise telephony platform originally designed and supplied by DigitalWell. When the on-premise technology reached the end of its supported life, KennCo faced a clear decision: remain on ageing, unsupported infrastructure, or migrate to the current cloud-native platform.

Ticking Clock on Security and Compliance
For a regulated financial services business handling sensitive customer data and payment information, running unsupported infrastructure was not sustainable. The risk exposure - from a security, compliance, and operational continuity perspective - was increasing with every passing month.

Maintenance Burden Without Future Value
The on-premise solution required KennCo to maintain physical servers on-site - hardware that was itself ageing, required ongoing support, and would eventually need capital replacement. For a business of KennCo’s size, the overhead of managing and maintaining contact centre infrastructure was a cost and distraction that added no direct value to their customers or their business.

No Path to Improvement
Because the on-premise technology was end of support, there was no upgrade path available within it. KennCo’s call routing and reporting configurations had been in place for an extended period and, while functional, needed to be routinely reviewed or optimised. Without a migration, there was no mechanism to modernise these setups or take advantage of the enhanced features available in modern cloud solutions such as DigitalWell 360.

The migration to DigitalWell 360 resolved KennCo’s immediate infrastructure risk and delivered a materially improved communications environment across all dimensions of their operation.

• End-of-support risk eliminated: KennCo’s contact centre and UC infrastructure are now running on a fully supported, actively developed cloud platform. The risk of operating on end-of-support software - with the associated security, compliance, and continuity exposure - has been fully resolved.
• On-premise hardware decommissioned: All contact centre and UC server infrastructure has been removed from KennCo’s premises. The ongoing costs, maintenance overhead, and single point of failure risk associated with on-site hardware have been eliminated entirely.
• Call routing and reporting redesigned from the ground up: The migration process enabled KennCo to audit and redesign its call flows and reporting configuration. The new cloud environment reflects how the business actually operates today, rather than carrying forward legacy logic that had accumulated over years of incremental change.
• Custom reporting and live operational visibility: The addition of the DW360 Custom Reporting Module, built on Grafana, gives KennCo’s management team configurable dashboards and real-time metrics - SLA compliance, agent performance, queue statistics, and custom KPIs - that were not accessible in the legacy on-premise environment.
• Enterprise-grade call recording in the cloud: 250,000 hours of extended call recording storage, fully cloud-hosted and managed by DigitalWell, replaces local server-dependent recording. Replay and compliance management are built in, supporting KennCo’s obligations as a Central Bank of Ireland-regulated entity.

Single point of accountability for the platform:
DigitalWell 360 is DigitalWell’s own platform. KennCo’s support relationship is directly with DigitalWell - the same team that delivered the migration, manages the platform, and develops its roadmap. Which means faster issue resolution and a single number to call.