ScottMadden unlocks monthly savings, increased security with Microsoft Teams Phone

ScottMadden delivers a broad array of consulting services across a wide range of industries. In order to address the unique challenges of each client, the firm’s consultants operate in small, hands-on teams. This usually means working with teams across different locations with a mix of remote and on-site work with clients.

“That kind of mobility necessitates a robust and seamless communications system,” says Clinton Miller, Director of IT. “Communication and collaboration across devices and spaces are not just important—they’re critical for our consultants.” 

Unfortunately, the firm’s phone system was not meeting the needs of busy consultants on the move. “There were significant challenges,” Miller explains. “Our consultants often described the system as ‘clunky’ and avoided using it altogether at times.” By contrast, consultants were regularly using Microsoft Teams for chats and meetings. Based on this prevalent familiarity and comfort, the firm decided to transition to Teams Phone—the only calling solution native to Microsoft Teams. 

“The integration of Teams Phone modernized our approach to communication,” says Miller. “Moving between chats, meetings, and phone calls is now seamless, meaningfully enhancing our communication efficiency.” 

Miller emphasizes the importance of a carefully planned and executed rollout for any new technology. “We utilized multiple internal communication channels to inform and prepare our consultants and staff about the switch to Teams Phone,” he explains. “This proactive communication strategy was key in setting clear expectations and addressing any concerns upfront. To further assist our firm, we developed user-friendly guides that outlined the basics of using Teams Phone. These guides were designed to be intuitive, reflecting our team's familiarity with the Microsoft environment.”

That said, Miller also says that the transition was smooth and easy—even exciting—for ScottMadden consultants. “The need for individual support was minimal and the response from our consultants and staff to the new system was overwhelmingly positive,” Miller says. “There was a noticeable sense of excitement about discarding the old physical desk phones in favor of a more modern, integrated communication solution.” 

With Teams Phone, ScottMadden consultants enjoy full phone functionality regardless of their location, as long as they have an internet connection. “Our consultants use Teams Phone on various devices, including laptops and mobile devices,” says Miller. “This flexibility in device usage is particularly beneficial, given the dynamic nature of our consulting work. This increased efficiency and flexibility in communication, though primarily internal, undoubtedly has a positive ripple effect on our client interactions. Our ability to quickly transition between various communication modes—chat, calls, and meetings—within the Microsoft Teams platform enhances our agility in responding to client needs.”

According to Miller, call quality and reliability have improved significantly since the switch. “Our experience with Teams Phone has been marked by crystal-clear call clarity and a significant reduction in dropped calls,” he says. “This improvement has been particularly beneficial given the frequency of remote communication our consultants engage in, both internally and with clients.”

The move to Teams Phone has also brought about some impressively quantifiable benefits—Miller says the firm is saving $7,500 per month by getting rid of its previous system and leveraging its Microsoft E5 license. The upgrade in licensing is also delivering serious benefits in the area of data security. 

“The implementation of Teams Phone at ScottMadden coincided with a broader enhancement of our data security posture, particularly in the context of personal device usage,” says Miller. “While the rollout of Teams Phone itself was a significant step forward, it's the synergy with our elevated Microsoft E5 licensing that truly bolstered our data security.” 

Leveraging its E5 licensing, ScottMadden implemented Mobile Application Management (MAM) and App Protection Policies. This strategic move ensures that its consultants access firm data exclusively through Microsoft mobile apps—securing the firm’s data while supporting and encouraging its use of Teams Phone—providing a unified and secure communication ecosystem. “By mandating the use of Microsoft's secure apps for accessing firm data, we've significantly reduced the risk of data breaches and unauthorized access, providing peace of mind for both our firm and our clients,” says Miller. 

The move to Teams Phone and Microsoft Cloud has been more than a technology upgrade for ScottMadden. According to Miller, it has been part of a broader strategic realignment of the firm’s IT operations. “This shift has allowed us to enhance our service offerings, improve our security framework, and invest in initiatives that drive value for the firm and our clients,” he says. “In short, it reflects ScottMadden’s commitment to leveraging advanced technology to enhance our operational efficiency and client service.”

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