How regulated industries are tapping into the potential of the Microsoft Cloud

Interview with Peter Büchi, Head of IT (CIO) St. Galler Kantonalbank

Not always easy, but always worthwhile: the shift to the cloud and the Modern Workplace. Even in the regulated environment, MondayCoffee as an experienced cloud partner paves the way to the digital workplace for more and more companies with proven use cases. Most recently, we were able to holistically support the St. Galler Kantonalbank in the introduction of services from the Microsoft Cloud. With our cloud knowledge, we convinced the management, inspired the CISO and provided technical support. From the vision to the concept to the configuration. An interview with Peter Büchi, Head of IT (CIO) at St. Galler Kantonalbank.

“The MondayCoffee team has mastered the depth of the cloud, brings the experience, the methods and - most importantly - the people to successfully tap into the breadth of its use cases.”

Migration to the cloud: a topic that gives many companies in the regulated environment a feeling of unease. What did you expect from the transition to the cloud at that time? What fears or concerns did you have?

Peter Büchi, Head of IT (CIO) St. Galler Kantonalbank

Peter Büchi: Microsoft is encouraging us to switch to the cloud. In the future, many services will only come from the cloud. The cloud is a reality - and with it, of course, comes the hope of being able to tap into new potential.

I was hoping above all to have to worry less about technical details. To shift my focus to the business - and how to get the most out of the cloud.

I like to compare the cloud to the letter T: reduced immersion in the depths of technology, increased engagement with the breadth of utilization. Just being able to try something without having to deal with installations for half a year beforehand.

The enthusiasm for these countless possibilities is justifiably accompanied by the careful examination and implementation of compliance and data protection. The latter - rightfully - pose high hurdles, which caused me more pain in the gut than the technology.

And yet you have made it. St. Galler Kantonalbank has been working with Microsoft 365 since 2019 and with Microsoft Teams for almost a year.

Peter Büchi: We have persisted. Personally, I have been intensively involved with the topics of compliance and data protection. MondayCoffee stood out with their technical know-how. The team has mastered the depth of the cloud, brings the experience, the methodology and - very importantly - the people to successfully open up the application breadth: Working through piece after piece of work and standing aside until the finish line is reached.

The transition to the cloud is complex - the transformation requires new processes, new roles, new tasks to make life in the cloud successful. What were important success factors or obstacles?

Peter Büchi: Trial & error! Future users must be able to try things out. Providing a test environment is key. Another success factor is bringing together internal and external experts and skills so that cross-fertilization can take place.

And - clear targets images!

Principles can be formulated via visionary targets, such as: What do we do ourselves, what do we outsource to third parties? What do we use the cloud for, what don't we use it for? They help you to remain persistent. We also had to deal with setbacks - with a vision of the goal, it's easier to find your way back to the jointly defined path.

Relationships with external partners are also important. They have to be nurtured so that you are able to go manage low moments.

Conversations with customers in the regulated environment show that security & compliance is the No. 1 topic when it comes to using Microsoft 365 technologies. How have you dealt with this issue?

Peter Büchi: We had basic guidelines approved by the management to define the scope for us. If you are too cautious, you don't get anything done. At the same time, with the cloud, you don't really know what's to come.

I haven't quite got the hang of it yet either. You keep learning, case by case.

Let's get back to the initial question: Have you been able to take advantage of the cloud for yourself?

Peter Büchi: Yes. Some of my hopes became reality.

We in IT have to worry much less about the technology today. It just works. And we have more time to make everyday work easier for the business. To collaborate more easily, to become more agile and innovative. Today, a customer service representative can bring in a specialist with one click via Microsoft Teams. Our employees 'bank' smoothly from home today!

“Today, a customer advisor can call in a specialist with one click via Microsoft Teams. Today, our employees ‘bank’ smoothly from home!”

Bankers today need a different infrastructure - they want and need to work differently than in the past in order to meet customer demands. MondayCoffee brings the necessary knowledge and practical experience to establish modern ways of working with employees.

But at the same time, the cloud brings new challenges. There are always new developments, whether you ask for them or not. And pricing is very dynamic after all.

You are one of the first in the banking environment to use Microsoft Teams for communication (meetings, conferencing, video and screen sharing, and internal and external audio). How did you manage that?

Peter Büchi: We had the green light from the management - and partners we could count on. Who not only brought the necessary expertise, but also the will to successfully turn the project into reality.

MondayCoffee brings a lot of experience in working with Microsoft Teams in regulated environments. We did not have to start from scratch but could benefit from the proven MondayCoffee use cases for Microsoft Teams that work well for banks in processing non-critical documents.

We proceeded step by step. You also have to give users time to get used to the new ways of working. It's like dancing: Only after a lot of practice does it work automatically.

We also had to make sure that we didn't overburden the employees. Microsoft Teams offers much more than we can handle. And not all functionalities are proven.

Many of your colleagues at other banks are still hesitant about the cloud.

Peter Büchi: I can understand that. Not everything that is new is needed immediately.

But the cloud is ready and the advantages are there to be exploited. You can't miss the opportunity; the losses in terms of being an attractive employer are too high. It is worth taking a differentiated approach to the topic.

The fear of the cloud is the fear of losing control. Microsoft 365 is difficult to manage. And this is where MondayCoffee's expertise comes into play again: They know Microsoft 365 like the back of their hand and can provide security and contribute tools to keep control and use Microsoft Teams in a differentiated way.

“The fear of the cloud is the fear of losing control. This is where MondayCoffee’s expertise comes in: they know Microsoft 365 like the back of their hand and can provide security and contribute tools to stay in control.”

Do you have any recommendations for those who still have to make the leap?

Peter Büchi: Define target images with which you can tell a story and pick up the parties involved and take them with you. Showing what the cloud is and how it can help in concrete terms, in a way that is appropriate for each level and target group.

Make internal teams more knowledgeable with external expertise.

Trial and error.

Work incrementally, develop the advantages step by step and always think about usability.

Ultimately, it's about creating a consistent, secure experience for internal and external users, wherever they want to 'bank'.

RHOMBERG BAU: Redefining the interaction between process, people and technology

The Rhomberg Bau Group is an internationally operating family-owned construction company. The group of companies specializes in the areas of construction, resources as well as railroad technology.

Initial situation

The Rhomberg Bau Group was struggling with the challenge of a wide variety of systems for communication and document storage. As well as inefficient cross-company collaboration or the hidden and undivided knowledge of experts. Access to company information independent of location and time therefore proved to be increasingly critical for successful project execution.

Approach

With the introduction of the collaboration platform, named RHome, the interaction between process, people and technology was redefined. Ideas and approaches were repeatedly evaluated by the project participants and thus shaped the project mission as well as the implementation. Rhomberg was able to test the functionalities and the expected effects on the live system with employees during the implementation.

Results

RHome was accompanied by a digitalization of business and support processes. With the help of the new technology, processes in the construction projects were standardized. Whereas in the past each team pursued its own project, today there is an efficient group standard. On the digital work platform, employees can communicate with each other, collaborate and access and share knowledge - easily, quickly and independent of time and place.

Download Case Study*

Case Study Download: Bühler Group

*currently only available in German.

BÜHLER GROUP: Fully exploit the potential of Microsoft Teams

Bühler is an internationally active Swiss technology group. The family-owned company holds leading global market positions in technologies as well as in processes for grain processing for flour and animal feed, but also for the production of pasta and chocolate, in die casting, wet grinding, and surface coating.

Starting point

Since the introduction of the company-wide digital work platform B-World in 2015, not only have employees' expectations of a digitally fit employer evolved, but so have Microsoft technologies, such as Microsoft Teams.

Approach

As a long-standing partner of Bühler, we now support the company in exploiting the potential of Microsoft Teams, as an already integral part of B-World, in a controlled manner and with a cross-tool and user-centric approach.

Results

Microsoft Teams is now seamlessly integrated into the B-World digital work platform. With virtual and predefined workspaces for projects, workgroups, departments, regions and locations, products as well as knowledge spaces and services, B-World is the ideal place for internal and cross-company collaboration.

Download Case Study

Case Study Download: Bühler Group

INFORS HT: Pioneering in a future-oriented working environment

INFORS HT is in many ways an exemplary SME. What began in 1965 in an empty kiosk in Basel has grown over the years into one of the most important developers and manufacturers of shakers and bioreactors. The family-owned company has a worldwide trading network and seven subsidiaries. Open-minded thinking and the implementation of unconventional ideas have characterized the company's culture since the beginning.

The open-mindedness towards new things also proved itself with regard to the technologies the family business uses for communication and collaboration. INFORS HT was among the first companies in Switzerland to replace its old on-premises telephone infrastructure with the cloud solution Microsoft Teams. As an expert in digitalized work platforms and the configuration of Microsoft technologies, MondayCoffee had the privilege to support them in this transition. We interviewed Pascal Meury (Senior Project Manager) and Julia Brück (Marketing Specialist) to learn more about the implementation and benefits of the new solution.

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Digital working has become very important in the pandemic. At INFORS HT, you were already well equipped because you had a future-oriented solution for digital communication and collaboration in Microsoft Teams. How did you benefit from the early investment in Microsoft Teams?  

Pascal Meury: The transition to the home office took place without delay. Our colleagues were already familiar with Microsoft Teams, as we have been using the solution since 2019. The digital way of working - especially in terms of calling, chatting, collaborating - had already been established. That was a huge advantage. The pandemic made it clear that we had chosen the right solution in the fall of 2018. 

At the time, you decided in favor of Microsoft Teams and against Skype for Business. What was your motivation?  

Pascal Meury: We had to replace the old telephone infrastructure in 2019. The investment in a new solution was unavoidable. However, we had already looked into the topic ahead of time. Our appetite for new technologies led us to look at modern solutions at an early stage. Microsoft Teams convinced us because it was the only solution that combined voice, video conferencing and collaboration. And it could be easily integrated with existing systems using familiar tools. Another important motivator was the requirement that the solution had to be sustainable and easy to manage for our IT. As an SME, we have limited resources at our disposal, and we need to make the best use of them. 

“Our appetite for new technologies led us to look at modern solutions early on. Microsoft Teams convinced us because it was the only solution that combined voice, video conferencing and collaboration. ”

— Pascal Meury

And how did you deal with the risk of investing in a rather new technology?  

Pascal Meury: At INFORS HT, we are fundamentally open to new things. We recognized that Microsoft Teams would be the future. The solution covered our needs as an SME and we were prepared to deal with the remaining risk. 

With the introduction of Microsoft Teams, some adjustments had to be made to the IT infrastructure. INFORS HT had to be 'prepared' for the cloud, in a sense. What can you recommend to other companies that still have to take this step (into the cloud)? 

Pascal Meury: To take the step, because it's worth it. Today, we rely on the cloud wherever possible so that we can keep up with developments and offer our employees worldwide a modern infrastructure. At the same time, on-premises solutions would no longer be manageable for our IT, and this is probably similar for other SMEs. The advantages of a central cloud solution, integrated into the Microsoft world, are obvious. 

My recommendation is to know your own systems and processes well, very well, before you go to the cloud. 

“To provide our employees worldwide with a modern infrastructure, we now rely on the cloud wherever possible. ”

— Pascal Meury

What did you do right when you introduced Microsoft Teams? What would you do differently today?  

Pascal Meury: We are convinced that we relied on the best solution and the right partner. A small project team dealt intensively with the change in working methods at an early stage. We brought the people involved and affected on board right at the beginning in order to gain a good understanding of the necessary adjustments to the system landscape and the impact on processes, as well as to carry out the necessary training in a targeted manner.  

What would we do differently? Equip everyone who makes a lot of phone calls with better headsets. That might have accelerated the transition from desk phones to headsets. In the meantime, almost everyone has returned their desk phones. 

Does Microsoft Teams cover your needs for modern communication and collaboration today? Or what is still on your wish list?  

Pascal Meury: Yes - our basic needs are covered. But you always have a wish list at the ready. There is still room for improvement when it comes to collaboration with external parties - for example, using Microsoft Teams Live Events for webinars. Or for digital workshops. But there will certainly be new features there soon. And to our advantage, the new functions will be available automatically, without IT first having to perform a system update. 

In your company profile, you talk about an uncomplicated and family-oriented corporate culture. Does Microsoft Teams help you to live this culture even more strongly?  

Julia Brück: A corporate culture develops independently of tools and software. Where there was no good face-to-face exchange before, there won't be with Microsoft Teams. But the solution enables us to communicate more easily - especially with our branches abroad. Today, I can talk to my colleagues in Brazil, North America or Asia on the phone easily and more cost-effectively. Work can be done faster. 

When asked where the greatest added value of Microsoft Teams lies, what would someone from your company say today?  

Julia Brück: Today, if an employee wants to call a work colleague, she doesn't have to switch between her cell phone and landline number to reach the person, because everything is synchronized with Microsoft Teams. And integration with SharePoint Online makes it easy to share documents between branches or even with external parties. I see it in my own work: everything used to be done via email. A document was sent via email, then the phone call followed. Today, everything happens simultaneously and much more efficiently than before.