{"id":23719,"date":"2026-03-23T12:16:02","date_gmt":"2026-03-23T10:16:02","guid":{"rendered":"https:\/\/netsurit.com\/en-za\/?p=23719"},"modified":"2026-04-21T22:10:42","modified_gmt":"2026-04-21T20:10:42","slug":"always-on-support-for-an-always-on-contact-centre","status":"publish","type":"post","link":"https:\/\/netsurit.com\/en-za\/always-on-support-for-an-always-on-contact-centre\/","title":{"rendered":"Ignition x Netsurit: Driving Business Continuity Through Strategic IT"},"content":{"rendered":"\n<figure class=\"wp-embed-aspect-16-9 wp-has-aspect-ratio wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"Ignition x Netsurit: Driving Business Continuity Through Strategic IT\" width=\"800\" height=\"450\" src=\"https:\/\/www.youtube.com\/embed\/HjswE8QzJV8?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Background<\/strong>&nbsp;<\/h2>\n\n\n\n<p class=\"\">Ignition Group is a Durban-founded customer experience and contact centre services business&nbsp;established&nbsp;in 2002. Serving both local and international clients, the organisation supports a wide range of CX delivery models \u2014 from customer service and sales to risk-based and seat-based operations \u2014 in an environment where uptime, governance and speed of execution directly&nbsp;impact&nbsp;revenue.&nbsp;<\/p>\n\n\n\n<p class=\"\">As Ignition\u2019s international footprint accelerated over the past few years, the business needed an IT operating model that could scale at pace,&nbsp;maintain&nbsp;strict compliance requirements, and support a 24\/7 operation across multiple geographies.&nbsp;<\/p>\n\n\n\n<p class=\"\">\u201cIf I look back over the last three to four years, our international business has grown about 200%. With that, we needed&nbsp;additional&nbsp;support that we could scale \u2014 and we needed a highly redundant environment sitting at 99.99% uptime.\u201d \u2014 <strong>Daryl Firmani, CX IT Director, Ignition Group.<\/strong>&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Challenges<\/strong>&nbsp;<\/h2>\n\n\n\n<p class=\"\">Ignition\u2019s CX environment runs around the clock \u2014 and when systems slow down or go offline, the impact is immediate and measurable. The business faced several challenges as it expanded:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Scaling beyond in-house capacity:<\/strong>&nbsp;Ignition had an internal IT function covering infrastructure, administration, L1\/L2 support and service desk capabilities, but higher-level specialist skills were increasingly difficult to recruit and&nbsp;retain.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>High availability expectations:&nbsp;<\/strong>The organisation required a resilient, highly redundant environment to support near-continuous operations and client commitments.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Security and compliance&nbsp;demands:<\/strong>&nbsp;Operating&nbsp;a DCI-compliant contact centre floor required strict governance over user access, controls, and policy configuration \u2014 with significant risk if implemented incorrectly.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Speed of execution for growth events:<\/strong>&nbsp;Expansion into new geographies and the integration of new teams demanded a partner that could deploy and standardise quickly.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"\">\u201cIn our business, time is money \u2014 literally. When our contact centre&nbsp;isn\u2019t&nbsp;running, we&nbsp;aren\u2019t&nbsp;generating revenue.&nbsp;We\u2019re&nbsp;losing revenue because&nbsp;we\u2019re&nbsp;paying people to sit idle.\u201d \u2014&nbsp;<strong>Ferdi Gribb,&nbsp;Chief Information Security Officer,&nbsp;Ignition Group.<\/strong>&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Solution<\/strong>&nbsp;<\/h2>\n\n\n\n<p class=\"\">Ignition partnered with&nbsp;Netsurit&nbsp;after being introduced through its former CTO, who was seeking deep Microsoft&nbsp;expertise&nbsp;and the ability to scale support alongside a fast-growing business.&nbsp;Netsurit\u2019s&nbsp;breadth of Microsoft capability and access to a larger pool of specialist resources became a key differentiator \u2014 alongside the ability to support both South African and US operations.&nbsp;<\/p>\n\n\n\n<p class=\"\">Netsurit&nbsp;delivered a managed services model designed to keep Ignition operational,&nbsp;secure&nbsp;and scalable, including:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Microsoft-aligned&nbsp;expertise&nbsp;at scale:<\/strong>&nbsp;Access to a broader depth of specialist skills for Microsoft platforms,&nbsp;infrastructure&nbsp;and governance.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>A resilient, high-availability environment:<\/strong>&nbsp;Support for a highly redundant setup aligned to Ignition\u2019s uptime requirements.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>24\/7 support readiness:<\/strong>&nbsp;A support approach aligned to the realities of a continuous operation, including rapid escalation and hands-on leadership engagement when&nbsp;required.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Security and compliance governance:<\/strong>&nbsp;Policy,&nbsp;configuration&nbsp;and control management suitable for DCI-compliant environments and strict operational oversight.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Support for international growth:<\/strong>&nbsp;Operational capability to&nbsp;assist&nbsp;with expansion and integration, including supporting the US&nbsp;portion&nbsp;of Ignition\u2019s business.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"\">\u201cNetsurit\u2019s&nbsp;depth of skill set means if the team on site can\u2019t solve something immediately, they can pull on a bigger resource pool and get to the bottom of the issue faster.\u201d \u2014&nbsp;<strong>Ferdi Gribb,&nbsp;Chief Information Security Officer, Ignition Group<\/strong>.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Results<\/strong>&nbsp;<\/h2>\n\n\n\n<p class=\"\">With&nbsp;Netsurit&nbsp;supporting day-to-day operations and providing access to deeper technical skills, Ignition strengthened operational continuity while gaining the flexibility required for growth.&nbsp;<\/p>\n\n\n\n<p class=\"\">Key outcomes included:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Faster deployment during international expansion:&nbsp;<\/strong>When Ignition&nbsp;acquired&nbsp;a US business with a work-from-home team of&nbsp;roughly 140\u2013150 people,&nbsp;Netsurit&nbsp;enabled a significantly faster takeover and rollout than would have been possible using only internal resources.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Improved continuity and responsiveness:<\/strong>&nbsp;The business&nbsp;benefited&nbsp;from a support model built for urgency, where escalation and response aligned to the reality of peak operational demands.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Stronger governance for compliance environments:<\/strong>&nbsp;Ignition improved confidence that critical policies and controls were being configured correctly, reducing risk associated with compliance breaches.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>A more collaborative operating rhythm:<\/strong>&nbsp;Teams worked in a shared problem-solving model, with visibility, feedback&nbsp;loops&nbsp;and alignment on direction \u2014 rather than a \u201cticket-only\u201d experience.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"\">\u201cWhen we&nbsp;procured&nbsp;a business in the US,&nbsp;we were able to deploy and take over that organisation and the staff in a much shorter period than we would have been able to do otherwise.&nbsp;Furthermore, we&nbsp;run a 24-hour, seven-day-a-week business. If&nbsp;there\u2019s&nbsp;a problem,&nbsp;it\u2019s&nbsp;good to know I can pick up the phone \u2014 even at one in the morning \u2014 and the&nbsp;Netsurit&nbsp;team will rally and get services back up.\u201d \u2014 <strong>Daryl&nbsp;Formani, Ignition Group<\/strong>.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusion<\/strong>&nbsp;<\/h2>\n\n\n\n<p class=\"\">Ignition Group\u2019s experience highlights what becomes possible when a high-performance CX environment is supported by a managed services partner built for scale,&nbsp;security&nbsp;and speed. By pairing Ignition\u2019s operational maturity with&nbsp;Netsurit\u2019s&nbsp;Microsoft&nbsp;expertise, governance capability and always-on support approach, the organisation has strengthened resilience while enabling continued international growth.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ready to Scale IT Like Ignition Group?<\/h2>\n\n\n\n<p class=\"\">See how Netsurit delivers always-on support for high-availability, compliance-driven operations. <a href=\"https:\/\/netsurit.com\/en-za\/wp-content\/uploads\/sites\/2\/2026\/03\/Ignition-Group-Case-study.pdf\">Download the Case Study<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Frequently Asked Questions<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"\"><strong>What is business continuity in a contact centre environment?<\/strong><br>Business continuity in a contact centre ensures that systems, teams, and operations remain active without disruption, even during outages or technical failures. It directly impacts revenue, customer experience, and service delivery.<\/li>\n\n\n\n<li class=\"\"><strong>Why is 24 7 IT support critical for contact centres?<\/strong><br>Contact centres operate continuously, so any downtime leads to immediate revenue loss. 24 7 IT support ensures rapid response, minimal disruption, and consistent service availability across all time zones.<\/li>\n\n\n\n<li class=\"\"><strong>How does managed IT services improve uptime?<\/strong><br>Managed IT services provide proactive monitoring, rapid issue resolution, and access to specialist expertise. This helps maintain high availability environments and achieve uptime targets close to 99.99 percent.<\/li>\n\n\n\n<li class=\"\"><strong>What role does Microsoft expertise play in IT scalability?<\/strong><br>Microsoft expertise supports cloud infrastructure, security, and governance at scale. It enables businesses to expand operations globally while maintaining performance, compliance, and system reliability.<\/li>\n\n\n\n<li class=\"\"><strong>How can IT support help with international expansion?<\/strong><br>A scalable IT partner can quickly deploy infrastructure, onboard teams, and standardise systems across regions. This ensures faster integration during acquisitions or global growth phases.<\/li>\n\n\n\n<li class=\"\"><strong>What are the key IT challenges for growing contact centres?<\/strong><br>Common challenges include scaling infrastructure, maintaining uptime, managing compliance requirements, securing systems, and accessing high level technical expertise.<\/li>\n\n\n\n<li class=\"\"><strong>How does strong IT governance support compliance?<\/strong><br>IT governance ensures that access controls, policies, and configurations are correctly implemented. This reduces the risk of compliance breaches and protects sensitive customer and business data.<\/li>\n\n\n\n<li class=\"\"><strong>What benefits do businesses gain from a managed services partner?<\/strong><br>Businesses gain access to a broader skill set, faster issue resolution, improved system reliability, better security, and the ability to scale operations without increasing internal IT complexity.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>How Netsurit helped Ignition Group scale securely across borders <\/p>\n","protected":false},"author":18,"featured_media":23810,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"nf_dc_page":"","content-type":"","footnotes":""},"categories":[24],"tags":[],"class_list":["post-23719","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-study"],"acf":[],"_yoast_wpseo_title":"Business Continuity IT Support for 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