Efficiencies, productivity gains, user experience enhancement: enabling enterprise voice calling via Microsoft Teams is all give, give, give.
However, the minute the box is ticked on the complex yet instantly-impactful implementation phase, focus must turn to the equally-important everyday management.
Allow the intensity of interest in the migration to dip, and soon the net benefits of this most transformational of projects can begin to wane.
Adoption rates can slow, manual processing costs can be stubbornly impossible to reduce, and much-heralded efficiency improvements can be a challenge to deliver.
Maintaining the transformational momentum is vital, particularly for large enterprises for whom the economies of scale are significant and the return on investment stakes are high.
Smart tooling and clever automation - as well as a cohesive management plan supported by experts – have the capability to minimise any post-implementation slow-down.
“Pre-migration and during the initial implementation, there is rightly a focus on the benefits – it’s hugely important for that to continue to be the case thereafter in order for those benefits to manifest themselves,” says Tim Jalland, Solution Manager at leading digital workplace management software provider VOSS Solutions, which is perfectly placed to help organisations capitalise fully on their Microsoft Teams Voice functionality.
“The more automated and agile the ongoing management phase, the more productive and predictable the overall migration.”
One big opportunity for automation within most large organisations is in the area of joiners and leavers, and the associated number management.
For example, a large multi-region organisation with, say, 10,000 employees and a 5% churn rate can generate significant daily demand on the system. Scripting languages, detailed configuration, and multiple applications and components around the organisation can create serious complexity.
Applying appropriate workflow automation can see ticket resolution time reduced by up to 65%. And, when you consider that, often, up to 80% of tickets relate to just the top five or 10 use cases, it is easy to see how targeting a specific challenge like user onboarding/offboarding can have a major impact.
