Case study: Teams Voice migration for HGF Ltd

Challenge

With their contract due for renewal, their current provider’s service no longer supporting business operations and nearing end of life, HGF sought another solution and approached Trustmarque.

The company’s overall goal for Microsoft 365 for enterprise was to accelerate its digital transformation by using cloud voice services to bring together its employees, partners, data, and processes to create customer value and maintain its competitive advantage in a digital-first world.

“We were impressed by Trustmarque’s accreditations, and got the ball-rolling with enlisting their services to support our smooth transition to a better voice solution.”

Gareth Luty, IT Operations and Security Manager at HGF

Solution

HGF took the opportunity to modernise its business communications with Trustmarque’s cost-effective and flexible business voice and collaboration offerings.

Operator Connect, a new managed service delivered in partnership with Microsoft, is designed to enable best-in-class PSTN calling to your Microsoft Teams environment in a fully integrated manner.

Working closely with Trustmarque’s Unified Communications & Collaboration Specialists, HGF were able to find the right solution to support their colleagues and stakeholders using Teams Voice by Gamma Telecom.

The solution provides the following benefits to HGF:

• Teams Voice access to the PSTN for 400 users.
• Transfer, from their old supplier, of HGF’s 600 telephone numbers – to minimise impact for HGF and their external contact base
• A common, intuitive, platform and user experience for all HGF colleagues.
• Simplified billing, with an inclusive call usage package.
• Access to 24 x 7 service support.
• Training for HGF’s IT staff, to improve management of their Teams Phone System environment.

Outcome

The project was managed and delivered to ensure no disruption to end-users. After the initial deployment, HGF immediately realised the benefits of the Teams Voice solution, as Gareth explains;

“We went from getting many calls a week about the old set up, to very few. This eased the pressure on the IT team at HGF and has allowed us to focus on other core priorities.”

Gareth and his team also found working with Trustmarque to be a supportive and collaborative experience, noting that the team respond in real-time to queries and, resolve any issues effectively.

Eventually, HGF hope to migrate their European outposts onto the Teams solution, to ensure the whole organisation is gains the benefits of the common platform and improved operational effectiveness.

Trustmarque and Gamma

Trustmarque’s Voice Services team and their partner, Gamma, worked closely with the HGF project team to fully understand all requirements, whilst carefully planning the implementation and migration activities.

Gamma Telecom is a key strategic partner of Trustmarque and, Trustmarque has won Gamma’s ‘Teams Voice Partner of the Year’ accolade for the past two years. Our strong working relationship, customer focus, and in-depth technical understanding was a significant factor in the successful delivery of this and other projects.