Case Study: Microsoft Teams for Distributed Workforce Communications

How a National Contractor Unified Communication Systems for a Distributed Workplace

A national contractor and leading provider of installation and maintenance services for residential and commercial properties across the U.S. needed to improve internal communications. With a growing customer base and a series of acquisitions, they needed a reliable and scalable communication solution that could handle their complex telephone needs and enable remote access for their dispersed workforce. SkyTerra helped them unify their distributed workforce communications.

The Challenge

The organization was using a mixture of different communication tools, such as GoToMeeting, Call Connect and various VoIP providers, to manage their internal and external calls. The mix of tools resulted in a fragmented and inconsistent experience, as well as challenging integration issues. Moreover, some of their locations did not have adequate network coverage, which limited their ability to communicate with their customers and employees. 

The national company wanted to streamline and unify their distributed workforce communications system, and ensure that they could provide high-quality service to their customers, regardless of their location or device. They also wanted to leverage the latest features and functionalities of Microsoft Teams, such as mobile integration, call trees, hunt groups, employee mobility and conferencing.

The Solution

SkyTerra, a trusted Microsoft partner, recommended Microsoft Teams as the ideal platform for the company because it offers a comprehensive and integrated solution that covers all their communication needs, from voice to video to chat.

SkyTerra Technologies has extensive experience and expertise in deploying and managing Teams voice solutions for various industries and scenarios. SkyTerra deployed the Teams VoIP solution with the national contractor.  By delivering the migration, ensuring a smooth and seamless transition from their old systems to Teams, SkyTerra provided the deliverables along with ongoing support and guidance. The SkyTerra team responded to questions, resolved issues and offered Teams tips and best practices. Furthermore, training was provided for end users and admins, enabling the national contractor to manage the platform internally going forward.

The Results

By switching to Microsoft Teams, the organization was able to achieve the following benefits:

• Unified and simplified communication: They were able to consolidate all their communication tools into one platform, reducing complexity and costs. Creating custom call trees and hunt groups allows them to route and distribute calls efficiently and effectively. They were also able to integrate their mobile phones with Teams, allowing them to make and receive calls from anywhere, using any device.
• Improved productivity and collaboration: Another result is enhanced internal and external communication, as well as improved teamwork and coordination. The contractor is able to use Teams to chat, share files, schedule meetings and collaborate on projects, all within the same app. Furthermore, using Teams to communicate with their customers provides them with a professional and consistent experience.
• Increased satisfaction and loyalty: Customer service and satisfaction improved, along with employee engagement. The contractor now delivers faster and better service, regardless of where the employee is. Teams has enabled more personalized and proactive communication, fostered a culture of collaboration and delivered the ability to provide customer service well beyond previous levels.