Single point of contact for all IT operational and transformational requirements

Operational ownership of:

• The WAN – spanning - 26 sites across Southern Africa• The service desk – taking an average of -1600 calls per month• end-user support for Zurich’s - 850 personnel• primary and secondary data centres housing Zurich’s -150 Servers

At-risk, end-of-life technologies migrated within 12 monthsCost savings released to fund transformation journeyContact Centre shifted from cost centre to profit centre

Day 1

Following a 3rd party back-up failure, source and deliver loan SAN

Day 2

Configure SAN and start replicationNo margin for error

Day 3

Re-evaluate the risks and validate the ‘ready-to-move’ decision823 components and 300 patch leads ready to move

Day 4

SAN replication complete 80 terrabytes of data backed up

Day 5Shut down at Zurich’s primary data centreShut down, catalogue, unrack, package and transport Zurich’s data centre kit 2 trucks4 route options for random selection2 armed guardsSet up in Dimension Data’s data centre Unpack, check, rack, power up and configure kit Rack footprint reduced from 12 to 9 with savings realised in power and air conditioning

Day 6

Re-configure systems and address issues Email flowing by the end of the day

Day 7

Final configuration changesRandom site inspections and business user testing

Day 8

Zurich fully operational from Dimension Data’s data centre20 staff members; 984 man hours570 WhatsApp messages1 Priority 1 (P1) call logged and resolved in 38 minutes – 60 pizzas delivered

Day 9

Zurich employees walked into work on Monday morning with no business disruptions 138 calls processed by service desk on new day

How to move a primary data centre in 8 days

Core business: helping customers make sound investment decisions and handle financial risks beneficially

Technology is critical to:1. aggregate services to improve efficiency

and lower cost

2. transform IT to align with business goals

3. mitigate risk

Achieving these goals meant:• moving to a faster, better network

• improving backup and storage for stricter compliance, better performance, and more savings

• building an omnichannel contact centre to improve customer experience

• implementing leading IP telephony to reduce phone bills

• migrating to a next-generation data centre aligned with global best practices

Dimension Data helped Zurich improve its ability to look after its financial services customers, using technology

Zurich’s ambitions

A crowded existing technology environment …

128 virtual servers7 service providers

5 switchboardsover 800 business users

140 contact centre seats

serving 2 primary and 24 secondary sites

60 terabytes of data36 physical servers

Including technology from:

Ahead of the data centre move, detailed inventories, connectivity requirements and 3rd party risks and support requirements were compiled as part of the design of the new data centre.

… consolidated to 1 service provider

The big move

‘ We needed to move our data centre from one provider to another, which effectively says I have to switch off my entire technology landscape, pick up the boxes, put them in a new environment, put them up and hope they work. We had to switch off Zurich, it was a tense moment.’Collin Molepe, Chief Operations Officer, Zurich South Africa

We had to ‘switch off Zurich’

Dimension Data accelerates the ambitions of:

• 88% of the Fortune 100 financial services sector• 12 of the top 25 insurers• 16 of the top 25 banks• and 15 stock exchanges