Case Study: Streamlining Microsoft Teams Enterprise Voice Across a National Industrial Platform

Client Overview

Our client is a leading U.S.-based provider of overhead crane systems, hoist equipment, and material handling solutions. Since 1969, the company has grown into a national platform with over 70 locations and 15 operating companies. Backed by private equity, the organization has expanded rapidly through strategic acquisitions. Serving over 6,000 customers across sectors such as industrial manufacturing, aerospace, utilities, and defense, the company is recognized as one of the largest independently owned overhead crane and hoist solution providers in the U.S.

Challenge

The client's rapid growth through mergers and acquisitions led to a fragmented voice communication infrastructure. Multiple legacy telephony systems across various locations resulted in inconsistent user experiences, limited scalability, and increased maintenance overhead. Additionally, the organization had invested in Microsoft 365 E5 licenses, which include advanced voice and security features, but these capabilities were underutilized due to the disparate systems.

Solution

To address these challenges, we conducted a formal Request for Proposal (RFP) process to evaluate leading enterprise voice providers capable of integrating seamlessly with Microsoft 365 E5. Our evaluation criteria focused on:

  • Maximizing the value of existing Microsoft 365 E5 investments

  • Enhancing security and compliance across all locations

  • Providing a unified and scalable voice solution

  • Ensuring minimal disruption during transition

Through this process, we identified CallTower as the optimal partner to deliver a comprehensive voice solution that leverages Microsoft Teams Direct Routing. This approach enables the client to fully utilize their Microsoft 365 E5 licenses, providing enterprise-wide voice capabilities and advanced security features.

Implementation

The rollout strategy involves a phased migration of all 70+ locations and corresponding operating companies to the new unified voice platform. Key implementation steps include:

  • Integrating CallTower's services with Microsoft Teams for seamless user adoption

  • Configuring security protocols to align with enterprise compliance standards

  • Providing training and support to ensure a smooth transition for all employees

  • Decommissioning legacy systems to reduce operational costs

Results

The benefits include:

  • Unified Communication: A consistent voice experience across all locations, enhancing collaboration and productivity.

  • Cost Efficiency: Elimination of redundant systems and optimization of existing Microsoft 365 E5 licenses.

  • Enhanced Security: Improved compliance and data protection through integrated security features.

  • Scalability: A flexible infrastructure that supports future growth and acquisitions.

Conclusion

By transitioning to a centralized voice solution integrated with Microsoft 365 E5, the client is poised to achieve greater operational efficiency, enhanced security, and improved communication across its expanding national footprint. This strategic move not only streamlines current operations but also lays a robust foundation for future growth and innovation.