Project Description
Microsoft Teams Business Telephony Transformation for a National Shopfitting Company
Our client is a well-established shopfitting and retail maintenance company with over 25 years of experience. Operating across Australia and New Zealand, they manage complete commercial fit-outs for leading brands in retail, beauty, hospitality, fitness, and corporate environments.
Their services span design, engineering, construction, installation, maintenance, and quality assurance. With a large and diverse team—including office-based staff and mobile crews—they coordinate complex projects across multiple sites, often simultaneously.
To support agility and collaboration, the company has invested in cloud-based infrastructure over time, including Microsoft 365. However, one piece of legacy infrastructure remained: an outdated, on-premise phone system.
The existing phone system was outdated and inefficient—grimy handsets, tangled cords, and a management interface understood by only one person. Worse still, the system was expensive to maintain and operated under a contract with a price-gouging, unresponsive provider.
The system couldn’t be accessed remotely, and the company didn’t have the budget to issue mobile phones to all field staff. This created communication bottlenecks and inefficiencies, especially for mobile crews who needed to stay connected while on-site.
The client’s goals were clear:
- Simplify telephony across the business.
- Enable remote access for all team members.
- Utilise an unused block of 100 phone numbers for direct staff contact.
- Reduce monthly costs.
- Over $1000 in Monthly Savings:
The switch from legacy infrastructure and overpriced service contracts resulted in significant cost reductions. - Improved Communication:
Staff now have reliable, flexible access to the phone system—whether in the office or on-site—via Microsoft Teams Business. - Streamlined Operations:
Onboarding new staff is faster and easier, with no hardware setup required. - Greater Control:
The company can manage users, numbers, and call routing internally, without relying on external support. - Future-Proof Infrastructure:
The solution is scalable, cloud-based, and ready to support future growth and technology upgrades.
The Approach
We began by evaluating the company’s existing tools and infrastructure. Since they were already using Microsoft Teams Business for messaging and virtual meetings, we proposed extending its use to telephony.
This approach offered several advantages:
- No need for physical handsets.
- Familiar interface for all staff.
- Seamless integration with existing Microsoft 365 tools.
To route calls, we selected Access4, an Australian-based telephony provider known for competitive pricing and reliable infrastructure. For internet connectivity, we upgraded the business to an Enterprise NBN connection via Aussie Broadband, ensuring stable and high-speed access.
The Solution
- Over $1000 in Monthly Savings:
The switch from legacy infrastructure and overpriced service contracts resulted in significant cost reductions. - Improved Communication:
Staff now have reliable, flexible access to the phone system—whether in the office or on-site—via Microsoft Teams Business. - Streamlined Operations:
Onboarding new staff is faster and easier, with no hardware setup required. - Greater Control:
The company can manage users, numbers, and call routing internally, without relying on external support. - Future-Proof Infrastructure:
The solution is scalable, cloud-based, and ready to support future growth and technology upgrades.
What’s Next?
With telephony now streamlined and cost-effective through Microsoft Teams Business, the company is exploring further integrations with CRM systems and project management tools to enhance client communications and internal workflows.
This project proves that legacy systems don’t have to hold you back. By embracing modern, cloud-based solutions like Microsoft Teams Business, companies can improve efficiency, reduce costs, and empower their teams—without compromising on quality or control.
