HUBICUS

Helping businesses improve customer experience with a 24/7 quality monitoring platform

Hubicus, used by global companies to monitor and improve their customer interactions, leverages Google Cloud managed services to securely deliver its solution to more companies in all industries.

Google Cloud results

  • Supports stable VMs with zero downtime and volatile VMs that can scale up or down on request
  • Secures workloads and customer data by default with vulnerability scanning and data encryption on Google Kubernetes Engine
  • Automatizes deployment, scalability, and infrastructure management so technical teams can focus on development

On-demand VMs help reduce global hosting costs by 15%

Did you know that people are likely to spend 140% more with a brand if they had a positive customer experience as opposed to a negative one?

Making a positive customer experience possible, every time, is the goal of any good frontline employee. However, because the expectations and needs of customers are continually changing, it can be a challenge for these employees to know how and where to improve their service. Enter Hubicus, a quality monitoring software used by companies all over the world to monitor their customer interactions and improve the quality of their customer experience.

Founded in 2007 from a merger between Viseo Conseil and Telemetris, Hubicus is a wholly owned subsidiary of the BVA Group. In France, it is a leader in quality monitoring and considered a benchmark solution in the market. The company’s multilingual software as a service solution is used by medium and large companies in the energy, transport, retail, insurance, luxury goods, and banking industries. It helps them to achieve operational excellence in customer support, whether that’s by phone, email, chat, or social media communication.

More than 30,000 professionals use Hubicus on a daily basis. The solution, accessible via a web browser, is fully customizable so that companies can assign varying scopes of visibility for users according to their role. Customer services supervisors, for example, are able to listen to call center recordings to monitor the performance of team members and provide feedback and training where needed. Call center professionals can use the platform to access constructive feedback and learn how they can improve in their roles. Meanwhile, more senior managers can use the software to gain insights on the peer-to-peer dynamics of their company and on the quality of the experience that the company is in turn providing to its customers. 

Enabling all of this is a technical team of 15 at Hubicus, who develop the software that gathers and analyzes the information. “Our aim is to go beyond delivering a working software, to develop more and better features, deploy them quicker, and ease integration within our clients’ information systems,” says Pierre-Henry Langlois, CTO at Hubicus. “Banking companies and retailers don’t position themselves in the same way to their customers and therefore don’t use the same criteria to evaluate their customer services. So, it’s important for us to continually add value to our platform that our customers can leverage and to give them autonomy to customize our solution to use it however works best for them,” he explains.

Just as the web-based solution is customizable, so is the implementation process for each Hubicus customer. They have the option to have their data collated and stored on Hubicus’ infrastructure, to integrate the solution natively in their own data centers using APIs, or even to select and upload their data manually to be processed on the Hubicus software whenever they want.

For 13 years, the vision of enabling this service for more customers led Hubicus to scale vertically on different French hosting solution providers, from shared hosting plans to virtual private servers. But as it continued to attract more customers, the company gradually ran out of the resources needed to process the increasing amount of data. In December 2019, instead of moving its platform again to a bigger machine, Hubicus decided to look for a fully scalable and automatized solution that could support its long-term ambitions and decided on Google Cloud.

With OP-Rate, we conducted extensive research to find the best hosting solution that could help us scale in the short and long term without overloading our small technical team. The conclusion was very clear: we should onboard our workloads to Google Kubernetes Engine on Google Cloud.

— Pierre-Henry Langlois, CTO, Hubicus

Using managed services to save costs and put the focus on development

With support from digital transformation partner OP-Rate, Hubicus evaluated its next steps with two main criteria in mind: full scalability and security. “We had been working with OP-Rate for one and a half years and the team was always invested in getting to know us, our needs, and our infrastructure,” Pierre-Henry recalls. “With OP-Rate, we conducted extensive research to find the best hosting solution that could help us scale in the short and long term without overloading our small technical team. The conclusion was very clear: we should onboard our workloads to Google Kubernetes Engine on Google Cloud.”

Before the migration, Hubicus also evaluated how the company’s operational security would be impacted, with its highest priority being to protect its customers’ data. “We need to gather information about individuals to provide our services, so having all protections in place to handle that carefully and comply with regulations such as GDPR is absolutely critical for us,” Pierre-Henry explains. “The Google Cloud infrastructure already has all cybersecurity certifications, expertise, and encryption in place to protect our customers’ data at rest and in transit. An added bonus is the extensive documentation that Google Cloud provides on this, which helps our customers learn about how their data is being protected,” he adds.

With support from digital transformation partner OP-Rate, Hubicus evaluated its next steps with two main criteria in mind: full scalability and security. “We had been working with OP-Rate for one and a half years and the team was always invested in getting to know us, our needs, and our infrastructure,” Pierre-Henry recalls. “With OP-Rate, we conducted extensive research to find the best hosting solution that could help us scale in the short and long term without overloading our small technical team. The conclusion was very clear: we should onboard our workloads to Google Kubernetes Engine on Google Cloud.”

Before the migration, Hubicus also evaluated how the company’s operational security would be impacted, with its highest priority being to protect its customers’ data. “We need to gather information about individuals to provide our services, so having all protections in place to handle that carefully and comply with regulations such as GDPR is absolutely critical for us,” Pierre-Henry explains. “The Google Cloud infrastructure already has all cybersecurity certifications, expertise, and encryption in place to protect our customers’ data at rest and in transit. An added bonus is the extensive documentation that Google Cloud provides on this, which helps our customers learn about how their data is being protected,” he adds.

Our technical team was fully on board with the decision to place Google Kubernetes Engine at the core of our platform because its managed services freed us from worrying about managing infrastructure and let us instead focus on delivering more value directly to our customers.

— Pierre-Henry Langlois, CTO, Hubicus

With a green light on all security, legal, and practical considerations, Hubicus’ migration to Google Cloud started in December 2019 and was completed during the first months of COVID-19, while its employees were working from home. Despite the challenges of undergoing infrastructural change while teams were physically apart, the move was welcomed across the company, Pierre-Henry shares: “Our technical team was fully on board with the decision to place Google Kubernetes Engine at the core of our platform because its managed services freed us from worrying about managing infrastructure and let us instead focus on delivering more value directly to our customers.”

Leveraging the open source Kubernetes system for automating deployment and management of applications was not new for Hubicus. But although the company was capable of hosting its own Kubernetes clusters, it preferred to focus its resources instead on further developing its software. “One key driver for us choosing Google Cloud is its expertise on Kubernetes, which we see as key to our scalability with the added bonus of helping us better manage our costs, because it enables us to use the Google Cloud infrastructure not just to scale up but also down, according to our needs,” Pierre-Henry explains. “We can have stable virtual machines running in there 24/7 with zero downtime, and we can also have volatile virtual machines that we only need to use occasionally and for a few hours at a time. Google Cloud provides a 70% discount on volatile machines, which significantly improves our cost efficiency,” he explains.

One thing is certain: By working with Google Cloud and leveraging its managed services, we can add value to our work at lower costs and bring ideas to market much faster than if we were working alone. We’re excited to continue innovating with Google Cloud.

— Pierre-Henry Langlois, CTO, Hubicus

Offering smarter solutions to customers, today and tomorrow

With more time on their hands, the Hubicus technical team is now exploring more ways to take advantage of its new infrastructure to automate more aspects of its processes and services. “Although our migration is done, and our previous infrastructure is now shut down, this is only the beginning for us,” says Pierre-Henry. “Moving forward, we want to go beyond just operating on Google Cloud, to leveraging more of what it has to offer.”

Next on Hubicus’ radar? The company is keen to explore what AI adoption can do for its customers. “We’re considering how to add new features to our solution while keeping costs low for our customers,” says Pierre-Henry. “One thing is certain: By working with Google Cloud and leveraging its managed services, we can add value to our work at lower costs and bring ideas to market much faster than if we were working alone,” he says. “We’re excited to continue innovating with Google Cloud.”

 
logo_Hubicus

A propos

Hubicus provides a quality monitoring platform software as a service that helps brands improve their customer service. It does this by engaging their customer service agents and setting up effective action plans.

Location: France

Industrie

  •  Technology

Technologies

  • Google Cloud
  • Kubernetes Engine

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