Impact
As part of the Digital Transformation Programme, our team bridged the gap between technical teams and business needs, ensuring seamless execution, strategic alignment, and long-lasting impact. The success of these projects not only enhanced operational efficiency but also empowered the client’s workforce with modern, secure, and scalable solutions.
There were multiple projects within the programme, one of which was a telephony migration. It played a critical role in enhancing the client’s operational efficiency, service and future scalability.
Large-scale rollout across 100+ retail sites, almost 50 pet hospitals, and three call centres, each with unique requirements.
Employees gained remote telephony capabilities, aligning with modern hybrid work models. Enhanced capability for remote working back-office users.
A solution built on modern technology that integrated with the organisation’s other services.
Training programs ensured all staff were proficient in the new system, bridging resource gaps.
Provided a single managed telephony system which aligned with the client’s digital strategy, enhancing future-proofing efforts.
The challenge
Due to the organisation’s existing telephony system being outdated and no longer fit for purpose, particularly in the post-pandemic remote work environment, its outdated telephony system needed replacing with a modern, cloud-based Microsoft Teams solution, improving connectivity across its vast network of sites.
This work needed to navigate minimal disruption of the client’s crucial out of hours services.
Our approach
We migrated all necessary phone numbers to a new modern system, ensuring continuity of integral services such as their secure line protection service.
The solution was designed to replicate the existing setup, including IVR, Call Groups, and Call Routing, while also integrating with the Contact Centre system.
Structured deployment was undertaken with a pilot roll out, then soft-phones (Teams call on existing devices such as computers in back-office sites), followed by introducing Teams handsets in public facing sites. The project also included staff training for knowledge transfer.
We collaborated closely with the technical and digital teams to design a Microsoft Teams-based telephony solution that integrated seamlessly with existing IT infrastructure. Our team managed supplier coordination, installation planning, and technician scheduling to ensure a smooth rollout.
We designed and delivered tailored training programs for on-site staff and IT teams to ensure long-term usability and best practices. The integration was successfully overseen, with the existing contact centre system and telephony services.
Despite the scale and complexity, the project was successfully completed within scope and budget.