Introduction:
Many new businesses aiming to minimise costs initially use personal phones to communicate with potential customers, existing clients, and business partners. While this is a common and understandable choice, it can lead to challenges as the business grows, new team members join, or when a more professional image necessitates a dedicated landline number.
There are numerous telephone communication systems designed to streamline both internal and external communications. Various blogs, articles, and reviews provide in-depth technical guidance to help businesses choose the best system for their needs. This case study demonstrates how we utilised Microsoft Teams to establish a company's primary internal and external communication system.
What is Microsoft Teams?
Microsoft Teams is a comprehensive collaboration and communication platform that facilitates effective teamwork across different locations. It offers text, voice, and video chat capabilities for both internal and external communications. Moreover, it integrates seamlessly with other Microsoft products and services, such as OneDrive, SharePoint, and Office365 applications, enhancing overall productivity and connectivity.
Identifying the Issues:
During our discussions with the client, several key issues were identified:
Cost and Quality: The existing external telephony system was expensive, delivered poor call quality, and was poorly integrated with other systems and processes. These issues became more pronounced as the company expanded and received an increasing volume of telephone calls.
Telephony Management: The management of the telephony system was cumbersome. The company's operations required an ‘Out of Hours’ Rota to handle emergency phone calls. Managing the daily or weekly assignment of staff to these calls was time-consuming due to the lack of an automated process that linked these two systems together and aligned as changes to shift patterns were made.
Our Solution:
Our primary goal was to ensure that both internal and external communications remained simple, secure, and cost-effective. We determined early on that Microsoft Teams would provide a robust solution, allowing the client and their staff to manage operations through a single sign-on while leveraging additional features within the Microsoft ecosystem.
Enhanced Experience for All:
By using Microsoft Teams for internal and external communications, the company and its staff delivered a more seamless customer experience. Calls connected to the Microsoft account instead of a physical location meant that any signed-in device could function as a phone. This flexibility accommodated various working patterns, accessibility needs, and personal preferences, enhancing overall communication efficiency.
Security:
Microsoft Teams provided the company with greater control over sensitive information. In the event of lost or stolen devices, data could be centrally wiped immediately, significantly reducing the risk of data breaches.
Automation:
We implemented an Out of Hours Rota that staff could easily access through SharePoint and Outlook. Shift assignments and changes were managed via these platforms, offering a more consistent user experience and accelerating the learning curve. Each action triggered an automated response to update the phone system without manual intervention, minimising human error and preventing unintended changes.
Summary:
By introducing Microsoft Teams, we successfully resolved the communication and telephony management issues faced by the company. Additionally, we established a foundation for continued growth and efficiency, ensuring the company is well-equipped to handle future challenges and expansions.
Feel like we can help you? Contact us at contact@mckeownscullin.com.
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