Customer Success Stories
A Global Food Manufacturer‘ Customer story
Consolidating Enterprise Communications on Microsoft Teams on a Global Scale
8 vendors consolidated into 1
5 communications platforms unified into 1
Projected $10M+ in future savings
70%+ decrease in deployment timelines
99.999% uptime
100% fully digital, cloud-based environment
Company Overview
This widely recognized multinational food manufacturing organization operates offices, factories, and service teams across multiple regions worldwide. As a principles-led business, the organization places strong emphasis on its associates, partners, and communities, and requires communications platforms that are reliable, compliant, and scalable across diverse geographies.
The Background
The organisation operated within a highly complex communications environment, with multiple platforms supporting different regions and business units. Communications were tightly integrated into operational workflows across manufacturing, supply chain, and support functions. With an existing investment in Microsoft 365, the organisation required a modern, cloud-aligned communications environment that could unify voice, collaboration, and customer engagement within Microsoft Teams.
The Challenge
The organisation relied on multiple legacy communication platforms and vendors, resulting in operational complexity, increased costs, and inconsistent user experiences across regions. This fragmented environment limited visibility and made it difficult to enforce standardisation at a global level. At the same time, strict regulatory and in-country compliance requirements — including in complex markets such as China and Indonesia — introduced additional constraints. The challenge was to consolidate all communication channels into a single, cloud-based solution while maintaining compliance and supporting global operations.
Why Change
As digital transformation initiatives accelerated, the organisation identified an opportunity to standardise communications within Microsoft Teams. The objective was to reduce vendor complexity, improve operational efficiency, and create a scalable platform capable of supporting global collaboration and customer engagement, while aligning with a cloud-first strategy.
The Solution
A Teams-based communications solution was implemented to consolidate voice, messaging, collaboration, and customer engagement into a single environment. Enterprise voice services, global telephony enablement, and digital messaging capabilities were introduced alongside automated provisioning and centralised administration using OPTO T, enabling consistent deployment and simplified management across regions.
To support customer engagement and reporting requirements, a Teams-based contact centre capability was deployed, providing visibility across interactions, queues, and users, supported by OPTO C. This ensured that both internal and external communications could be managed within a unified Microsoft Teams environment.
The solution was delivered through a phased global rollout, supported by structured project governance and deployment oversight. Integration between internal support systems and service platforms enabled streamlined incident management and improved operational responsiveness.
Success Story Summary
The organisation successfully consolidated multiple communication platforms and vendors into a single Microsoft Teams-based environment, improving consistency, reducing operational complexity, and enhancing visibility across global operations. This transformation enabled faster deployment cycles, improved compliance across regions, and established a scalable foundation for continued digital growth.
Why Choose SCB Global
SCB Global enabled the organisation to transition from a fragmented, multi-vendor environment to a unified communications platform aligned with Microsoft Teams. By combining intelligent voice services (OPTO T) and omni-channel contact center (OPTO C) within a single ecosystem, the organisation achieved simplified operations, improved visibility, and a resilient, compliant communications foundation capable of supporting global scale and future transformation.