Enabling 2,000 Employees to Work Remotely Overnight — Without Disruption

A global fintech organisation thrived through rapid change with agile cloud technology supporting staff and customers. 

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The Customer 

SumUp is a global mobile point-of-sale leader with more than 14 sites and over 2,000 employees. Before 2020, the organisation operated primarily from physical offices. But when lockdowns were announced worldwide, SumUp needed to pivot — immediately. 

The Challenge 

The business had to maintain normal operations while shifting its entire workforce to a remote model. This required intuitive, reliable technology that would keep internal teams aligned and ensure merchants received the support they needed. 

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The Solution 

Using a Five9 cloud contact centre solution, SumUp empowered its teams to continue working seamlessly from home. 

The system enabled: 

  • Automatic outbound calling to inform merchants of support options 
  • Rapid deployment of home-working capabilities 
  • Clear troubleshooting tools and guidelines for remote operations 

With these tools in place, SumUp didn’t just maintain service, they elevated it. 

The Impact 

  • 2,000 Employees Instantly Able to Work from Home: The organisation pivoted in record time while maintaining business continuity globally. 
  • Clear Communication for Customers During Uncertainty: Merchants received timely, proactive outreach about how SumUp could support their business throughout the pandemic. 
  • Thriving in the New World of Work: With agile, cloud-driven capabilities in place, SumUp strengthened its resilience and adapted confidently to long-term hybrid and remote working models. 

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