GCP – Triple Impact Connections cuts costs and support tickets with ChromeOS

Editor’s note: Today’s post is by Josh Kuligowski, Chief Technology Officer for veteran-owned Triple Impact Connections, a business processing outsourcing (BPO) company based in Killeen, Texas. Triple Impact Connections provides contact center customer service programs for the banking, healthcare, and restaurant industries. The company’s management and agent workforce is made up almost entirely of military spouses and disabled veterans.

As a business process outsourcing (BPO) company, we deliver exceptional support to our clients and their customers. We launched Triple Impact Connections with a vision to approach contact centers differently. We hire primarily from a deeply talented pool of military spouses and we utilize a cloud-based model, eliminating the need for costly data center infrastructure.

Aligning with the goal of a lean, efficient organization, we transformed our IT stack into one that’s technology agnostic. We chose ChromeOS and ChromeOS Flex for centralized management, ease of provisioning, minimized maintenance and troubleshooting, and streamlined IT operations.

With ChromeOS and ChromeOS Flex, Triple Impact Connections has saved 30% on technology deployment, along with $60,000 in savings on cybersecurity monitoring, and a 60% reduction in support tickets.

A flexible tech approach

In today’s competitive landscape, optimizing costs and maximizing revenue is essential. By deploying ChromeOS devices, we’ve achieved significant cost savings while maintaining high performance. ChromeOS devices are designed to be durable and receive 10 years of automatic updates,* allowing Triple Impact Connections agents to use them for longer periods and reduce device replacement costs. In addition, since ChromeOS automatically updates in the background, we can rest assured that our devices are secure—saving us $60,000 per year on cybersecurity monitoring.

ChromeOS helps cut deployment costs 30% and cuts tickets by 60%

The most transformative impact we have seen has come from the provisioning process. When agents leave, they can ship their devices directly to new agents. We change user IDs and passwords from the Google Admin console, and the new agents can start work right away—it’s that easy.

With the Google Admin console, we can also let employees bring their own device. Before, if an agent brought in their own device, it was very cumbersome from an IT perspective to deploy. ChromeOS is a game changer, because we have control over the device deployment and the security of that device. We can provision in seconds remotely by simply setting up a user ID, password, and the appropriate configuration.

Ease of management

ChromeOS easily integrates into our contact center software which gives us comprehensive control over our devices, ensuring they remain secure and operational. By establishing security policies and granting agents access through Chrome Enterprise Upgrade, we can quickly equip them for work. With these combined tools, we have real-time insights into overall operations, can better support our growth and remote agents, and offer customers a complete end-to-end experience. There’s no need for additional software installation, and troubleshooting is significantly reduced. We’ve seen a 60% drop in support tickets, which has helped the IT team gain back time to focus on projects that move Triple Impact Connections forward.

We’re so pleased with the impact ChromeOS and ChromeOS Flex has had on our business that we’re recommending others to make the switch. We tell clients about the savings from BYOD and the reduction in device shipping costs, as well as the savings from ChromeOS Flex that keep the devices secure and operational for longer resulting in a higher return on investment. Taken together, the cost and time savings of ChromeOS and ChromeOS Flex add up to a better business that runs efficiently and keeps both clients and agents very happy.

*For devices prior to 2021 that are eligible to receive extended updates, some features and services may not be supported. See our help center for details.