Case Study

National Medical Supplier | 250+ Users

Overview

A national medical supplier with more than 250 users, spread across a main facility, remote offices, and remote employees, was preparing to expand operations after acquiring a new complex. The move created a natural opportunity to fix long-standing technology issues instead of carrying them into a new building.

From the beginning, every decision was made with security, compliance, and operational fluency in mind. The goal was to build a stable, secure, and compliant environment that could support regulated operations, customer-facing teams, onsite staff, and remote users long term without adding friction to day-to-day work.

The Challenge

Before the move, technology had been added piece by piece across multiple vendors with little coordination. Some systems worked well onsite but struggled for remote users. Others lacked visibility, consistency, or clear ownership.

The main challenges included:

Aging network infrastructure that could not keep up with growth
Inconsistent performance for remote offices and remote employees
Poor alignment between IT, security, communications, and physical systems
A cloud phone system with limited flexibility and reporting
Physical security systems that did not fully support compliance needs
Ongoing vendor handoffs when problems occurred

Without a disciplined approach, moving into a new facility would have repeated the same issues at a larger scale and increased compliance risk.

The Approach

Connex was brought in early during the facility build-out to help plan the environment before construction was complete. This allowed infrastructure, cabling, and equipment placement to be designed correctly from the start, with regulatory requirements, security controls, and operational flow all considered together.

Rather than treating each system separately, everything was planned as one connected environment. The focus was not just on making systems work, but on making them work together in a way that felt natural for both onsite and remote teams.

The Solution

Infrastructure and Cabling
The entire complex was wired with structured copper and fiber cabling. Cabling paths, equipment rooms, and layouts were designed to support compliance requirements, secure access, and future growth. All infrastructure was clearly labeled and documented to ensure long-term supportability and clarity.

Network and Core Systems
The full network hardware stack was replaced and redesigned. A managed and segmented network was deployed to improve performance, visibility, and reliability across the main facility, remote offices, and remote users, while maintaining proper separation and control.

Security and Compliance
A unified security and compliance framework was implemented across all users and systems. Monitoring and policy enforcement were centralized, improving visibility, audit readiness, and response, without disrupting daily operations.

Communications
The existing phone system was replaced with an omni-channel contact center. This improved how customer-facing teams handled calls and messages, delivered clearer reporting, and made routine administration easier. The system was designed to support both onsite and remote teams seamlessly.

Physical Security and Facility Systems
Access control and video surveillance were installed throughout the complex and integrated with the IT environment. Cellular signal boosters improved coverage across the facility, and overhead paging was added to support daily operations and coordinated response when needed.

The Result

After moving into the new facility:

Network performance improved and stabilized
Onsite staff, remote offices, and remote users had a consistent experience
Security and compliance controls were clear, enforced, and auditable
Communications became easier to manage and scale
Physical and digital systems worked together instead of in isolation
Infrastructure was documented, supportable, and built for growth
Vendor finger-pointing was eliminated

The organization entered its new facility with systems designed to support operations smoothly, securely, and predictably.

Why It Worked

This project succeeded because security, compliance, and fluency were considered at every step. Infrastructure, network, security, communications, and physical systems were designed and implemented together, with clear responsibility from initial planning through ongoing support.