IP technology
Media company voice solution case study
How we helped a media company move to a unified communications platform to accelerate digital transformation and boost productivity.
January 12, 2024
3 minutes
IP technology
Media company voice solution case study
How we helped a media company move to a unified communications platform to accelerate digital transformation and boost productivity.
January 12, 2024
3 minutes
Because of the rise in remote working, this company’s employees were using an assortment of phones, laptops and unsupported collaboration apps to access the network. This wasn't secure, cost-effective or scalable.
Our solution was to migrate the company to Microsoft Teams Direct Routing, giving them a workspace for real-time collaboration, communication and meetings – as well as a choice of calling plans over our global SIP network.
We successfully helped the company change user behaviour and get everyone on board. Our early adopters programme achieved 100% take-up as a result of our launch plan – avoiding any disruption to business activity.
The challenge
The rise in remote working meant a number of their employees were using their own phones, laptops and unsupported collaboration apps. Lack of visibility and control over these devices not only posed a real risk to their network, but also user experience.
Having everyone use a single solution across chat, phone and meetings would not only simplify end user experience but improve collaboration, increase productivity, and strengthen security. But due to their size, this wouldn’t be an easy task.
It wasn’t just about rolling out a new communications platform across the organisation but changing its culture too. The customer needed to educate its people before, after and during the migration to ensure they fully embraced the new technology and got the most out of it.
And that’s where our user adoption service came in.
In addition to adding great business value, the BT user adoption team worked as collaborative partners and were a true pleasure to work with.
The solution
The company was using multiple collaboration tools – this wasn’t cost-effective or scalable. Migrating to Microsoft Teams Direct Routing would give them a workspace for real-time collaboration, communication and meetings, all in one place.
It would also give them a choice of calling plans over our global SIP network, allowing them to make and receive calls within the platform.
Our proven methodology has helped organisations achieve faster business results and ongoing value from their cloud technology investment. So, we were best placed to deliver a user adoption programme to support the upgrade of 27,000 users to the new cloud-based platform.
Taking time to understand our customers
A big part of our user adoption service is taking the time to understand our customers’ business challenges. Our dedicated team spent time with the company to understand their users’ current behaviour and identify the change required.
The plan was to deliver an ‘early adopter’ programme to 420 employees. The customer would then take the learnings from the programme to further improve the overall roll out of Microsoft Teams Direct Routing to its wider organisation.
To support the early adopters through the change and drive engagement, we:
- created a detailed launch communication plan, with training and assets, and personalised email communications inviting them to attend tailored online training sessions
- launched a user content library with online video tutorials, quick start guides and FAQs
- created additional help and advice for hearing impaired users, guiding them through the platform’s accessibility features, like live captions.
Users were asked to complete a small survey four weeks after the early adopter launch, to provide valuable insight to help improve the wider roll out.
In addition to our comprehensive early adoption programme, we also set up our Genius Desk, a ‘go to’ specialist team who became a part of the company’s organisation for six months. The team offered users specific help and support on each phase of the Teams migration to drive maximum adoption.
The result
We successfully helped the company change user behaviour and get everyone on board. The early adopters programme achieved 100% take-up as a result of our detailed launch plan – avoiding any disruption to business activity.
Our user adoption team received high praise from the company, calling out their amazing support for what was “a very complex series of inter-related projects” and how they were a “true pleasure to work with”.
Users also got a lot from our training, with one saying: “It was fast paced, insightful, and will help me be more efficient day-to-day.”
Six months since the roll out of Teams, the company has seen call volumes increase 15 times over.
The training was fast paced, insightful, and will help me be more efficient day-to-day.
