Is your business struggling with an outdated phone system? Legacy PBX solutions create high maintenance costs, inefficiencies, and integration challenges—hindering growth, remote work, and customer service. Forward-thinking organizations are making the switch to Microsoft Teams Phone System to streamline communication, cut costs, and enhance collaboration.

In this blog, we explore real-world case studies of businesses that successfully migrated to Microsoft Teams Phone. Learn how a management consulting firm saved $90,000 annually, the world’s largest cane sugar refiner lowered telecom expenses by 78%, and a payment processing leader achieved 90% first call resolution using Microsoft Teams Phone. Discover how Teams Phone delivers cost savings, scalability, and seamless integration with Microsoft 365—helping businesses modernize their communication for the hybrid work era.

Is Your Business Stuck with an Outdated Phone System?

Legacy phone systems are costing businesses more than they realize. High maintenance costs, limited scalability, and lack of integration with modern collaboration tools create inefficiencies. IT decision-makers at mid-to-large enterprises are looking for ways to streamline communication, reduce complexity, and improve cost-effectiveness.

Microsoft Teams Phone System is the answer. With a cloud-based solution, companies can unify their communication tools, enhance collaboration, and reduce operational costs. But what does this transformation look like in the real world?

Below, we explore how businesses successfully migrated from outdated phone systems to Microsoft Teams Phone and reaped the benefits.

Case Study 1: A Management Consulting firm saves $90,000 annually by switching to Microsoft Teams Phone

ScottMadden, a management-consulting firm, faced significant issues with their outdated on-premises phone system. Consultants described it as “clunky” and often avoided its use, leading to inefficiencies and a lack of integration with other tools. Read the full story on Microsoft.

To address these challenges, ScottMadden transitioned to Microsoft Teams Phone, integrating it with their existing Microsoft Teams platform. This move was complemented by upgrading to Microsoft E5 licensing, which enhanced their data security. The rollout was meticulously planned and executed, ensuring minimal disruption.

The Results: The implementation led to annual savings of $90,000. Data security was significantly bolstered through the E5 licensing. Communication efficiency improved markedly, with seamless transitions between chats, meetings, and calls.

Case Study 2: Telecom expenses for Cane Sugar Refiner dropped 78% with Teams Phone and Teams Rooms

Florida Crystals Corporation, a leading sugarcane refiner, faced issues with an aging on-premises telephony system. The system’s declining performance and rising maintenance costs hindered effective communication across its global operations. Read the full story on Microsoft.

“Teams Phone revolutionized the way we communicate. Prior to COVID-19, we had 2,000 desk phones. We’ve replaced them with 400 phones and headsets.” —Dan Hall, Global IT Collaboration Solution Owner, Florida Crystals Corporation

Solution:

• Implemented Microsoft Teams Phone and Teams Rooms to modernize communication infrastructure.
• Consolidated 40 on-premises PBX servers and eliminated leased lines.

Results:

• Achieved a 78% reduction in telecom expenses.
• Decreased business travel by over 50%, contributing to sustainability goals.
• Enhanced collaboration and communication across more than 30 sites globally.

Case Study 3: Payment processing leader achieves 90% first call resolution with the help of Microsoft Teams

Basys, a payment processing company, faced challenges in maintaining exceptional customer service amid rapid expansion and evolving customer demands. The company needed technology to uphold its customer-centric culture. Read the full story on Microsoft.

“Our 90 percent first-call resolution probably wouldn’t be possible without Teams. We are able to save a lot of meeting time and about 10 hours of prep time per event” —Chris Borchers, Chief Technical and Product Officer, Basys

Solution:

• Implemented Microsoft Teams and Microsoft Teams Phone.
• Consolidated security and collaboration tools using Microsoft 365 E5.

Results:

• Reduced costs by consolidating services under Microsoft 365 E5.
• Achieved a 90% first-call resolution rate.
• Attained a Net Promoter Score (NPS) of +70.
• Improved customer retention rates.

Summary: Challenges Faced and Success Achieved with Microsoft Teams Phone

Common Challenges Businesses Faced:

• High maintenance costs and inefficiencies of outdated PBX systems.
• Lack of integration with modern communication and collaboration tools.
• Remote work challenges leading to poor connectivity and missed calls.
• Disjointed customer service experiences across multiple locations.

The Impact of Microsoft Teams Phone System:

• Significant Cost Savings: Reduction in phone bills, elimination of PBX maintenance, and improved IT efficiency.
• Enhanced Collaboration: Seamless integration with Microsoft 365, Teams video, and messaging tools.
• Scalability and Flexibility: Easily adaptable for remote and hybrid work models.
• Improved Customer and Client Experience: Faster response times and more reliable communication across all locations.

Ready to Transform Your Communication?

Upgrading to Microsoft Teams Phone System is easier than you think. Our expert implementation service ensures a smooth transition, tailored to your business needs.

Learn More About Microsoft Teams Phone Implementation