Modern Workspace Migration for a U.S. Bank

A leading U.S. financial institution reimagines the future of work with HCLTech’s digital workspace expertise

Through proactive communication and end-to-end migration support, HCLTech enabled a frictionless transition to a modern, agile and connected workplace.

5 min read

Overview

As part of its enterprise-wide modernization program, A leading U.S. financial institution launched the Move to Modern Workspace (MMW) initiative to create a more agile, secure and connected digital workplace. The goal was to enable employees to work efficiently from anywhere, while enhancing user experience and operational resilience.

To support this transformation, the firm partnered with HCLTech to ensure a smooth and user-friendly migration journey for thousands of employees. Leveraging its deep expertise in digital workplace transformation, HCLTech delivered a proactive, people-first approach, driving awareness, readiness and adoption through effective communication and end-to-end migration support.

Challenge

As one of the world’s largest financial institutions, the firm needed to execute a large-scale migration to modern workspace platforms, including Cloud PC, Windows 11, and Intune without disrupting critical business operations.

The key challenges included:

Large-scale user migration: Coordinating migration activities for over 80,000 users across multiple locations and business units.
User readiness and communication: Ensuring employees were informed, prepared and supported throughout the transition.
Service continuity: Maintaining productivity levels and ensuring zero disruptions during migration.
Issue management: Quickly identifying and resolving user issues, with minimal escalation to technical teams.

These challenges required a structured, high-touch engagement model that could balance technical precision with human-centered communication.

Objective

The MMW program was designed with a clear set of goals:

Deliver a seamless and transparent migration experience for all users.
Drive proactive communication and user engagement.
Enable swift issue resolution and escalation management.
Maintain consistent service performance and user satisfaction throughout the transition.

The Solution

HCLTech deployed a dedicated Outreach Team providing support across multiple locations. without mentioning the exact numbers.

The team operated as an extension of the financial firm’s internal IT organization, managing user outreach, migration assistance and escalation resolution with precision and empathy.

Key initiatives included:

Proactive user communication: HCLTech initiated outbound calls and reinforced automated notifications, ensuring employees were informed two weeks ahead of migration and prepared for the change.
End-to-End Migration Support: The team closely monitored migration reports, followed up with pending users and guided them through the transition process, minimizing delays and confusion.
Timely issue escalation: Issues beyond the outreach scope were promptly identified and routed to specialized technical teams for quick resolution, ensuring business continuity.
Structured program execution: Structured program execution: HCLTech managed multiple concurrent migration projects, including Cloud PC, Wave VDI, Intune Migration, PAD Migration and Global Protect delivering consistent quality across each phase.

Through close collaboration and an empathetic approach, HCLTech empowered the firm’s workforce to embrace the modern workspace confidently and efficiently.

Impact

The partnership between HCLTech and the financial firm delivered outstanding operational and experiential outcomes:

Key initiatives included:

Recognized excellence: Commended for exceptional outreach and user assistance during Cloud PC migration for a critical business unit.
Zero escalations: Achieved seamless execution with no reported escalation incidents.
Consistent service levels: Maintained service performance well above the agreed 80% target throughout the program.
Onsite expertise: Delivered extended onsite support for Windows 11 migration, ensuring uninterrupted business operations.
High-Volume delivery: Migrated 2,000 users in a single month (September 2025) under the Windows 11 program.
Expanded engagement: Secured additional responsibilities with the successful delivery of the Windows 11 project.

Conclusion

Through its partnership with HCLTech, the U.S. financial institution successfully transitioned to a modern digital workspace that enhances flexibility, collaboration and user satisfaction.

By combining proactive communication, operational excellence and deep domain expertise, HCLTech ensured a frictionless migration experience, setting a benchmark for large-scale digital workplace transformation in the financial services sector.