Business Challenge
Our customer, a global food manufacturer, was looking for the right partner to help them implement Microsoft Teams across their organisation. They needed a Teams expert that understood the ins and outs of their business so that the transformation to Microsoft Teams would perfectly meet their day-to-day business needs.
- Due to the retirement of Skype for Business Online, in a period of less than a year 66,000 users had to be migrated to Teams Phone and adopt the new technology.
- In addition, legacy infrastructure of 200 devices and 4,000 IP phones required upgrades and rationalisation.
- The project had to be completed with no disruption to service and minimal inconvenience to users.
Solution
Our approach was to ensure that adoption went hand-in-hand with the architectural design, starting with readiness assessments to identify gaps in the required functionality followed by a redesign and and upgrade of the customer’s infrastructure to support Microsoft Teams direct routing including:
- 66,000 external calling users, plus 300 call queues and reception workflows.
- 1,200 analogue endpoints and 900 native Teams IP phones.
- A Nice InContact contact centre.
- E911 services for 34 US sites.
- DECT systems, barrier entry systems and factory peripherals.
- Change management and adoption of the solution, was rolled out in step with user migrations.
Results
Resonate became this global organisation’s trusted advisor for the Teams transformation, and. supported them with architecture deployment, adoption and support for the new service.
Specifically, as a result of the project:
- 40% of existing licenses were decommissioned and Infrastructure reduced by more than 20% – achieving 30% savings in operational costs.
- Every aspect of the project was completed on or ahead of schedule with all 66,000 employees using Teams only, well before the retirement of Skype for Business Online.
- Less than 2% increase in operational support tickets in the first few months after transition.
- Through the change and adoption work, email usage was reduced by 25%, a 250% higher use of SharePoint was achieved and 850 technology champions recruited unifying teams through stronger collaborative practices.
Differentiators
As well as being an expert in Teams, Resonate had a deep understanding of the clients business and could ensure that the transformation would perfectly meet their day-to-day needs.
- Track record in delivering large scale transformations.
- Expertise in legacy voice and the ability to resolve complex integration scenarios.
- Proven methodologies for network assessment, migrations & change and adoption.
- As this global organisation’s trusted advisor Resonate won a contract to provide 24×7 Tier 2 support for 66,000 users, plus ongoing architecture deployment, and adoption services.
