Customer Success Stories
Heavy Equipment & Power Systems Provider
Key Results:
- Unified calling, texting, and collaboration within Microsoft Teams
- Eliminated reliance on legacy PBX infrastructure
- Enabled SMS, MMS, and group texting natively in Teams
- Simplified IT administration through automated provisioning
- Delivered real-time reporting and insight across users and queues
- Created a scalable Teams-native foundation aligned to Microsoft’s roadmap
Company Overview
Geography: North America
Employees: 1600
Headquarters: USA
A well-known supplier specialising in heavy equipment, machinery and power systems for a variety of industries including construction, farming, transportation and many more.
The Background
The organization operates across multiple locations, supporting a diverse workforce that includes shop floor teams, field technicians, and office-based employees. It required a communications environment capable of unifying collaboration, voice, and customer engagement within Microsoft Teams, while remaining simple to use and manage across varied work environments.
The Challenge
The organisation was operating on a legacy, Cisco on-premise communications environment that created silos across calling, collaboration, and customer engagement tools. This resulted in limited visibility into workforce performance, inconsistent communication experiences across locations, and increased complexity for IT teams managing multiple systems. Additionally, the organisation required the ability to support messaging capabilities such as SMS and group communication within Microsoft Teams, without introducing additional infrastructure or complexity.
Why Change
As Microsoft Teams adoption expanded across the organisation, there was a clear need to standardise communications within a single, integrated platform. The objective was to simplify the user experience across both frontline and office-based employees, reduce IT dependency on specialist skills, and provide leadership with meaningful insights into communication activity, while aligning with a modern, cloud-based strategy.
The Solution
A Teams-based communications solution was implemented to unify calling, messaging, and collaboration within a single environment. Enhanced voice and messaging capabilities, including SMS and group communication, were introduced alongside automated provisioning and centralised administration using SCB Global’s Teams Voice (OPTO T), reducing operational complexity and improving control for IT teams. To support customer engagement and reporting requirements, a Teams-based contact centre capability was also deployed, providing real-time and historical visibility across users, call queues, and auto-attendants, supported by SCB Global’s native CX functionality (OPTO C). This enabled the organisation to manage customer interactions and performance insights within the same Microsoft Teams environment, without adding additional system layers.
Success Story Summary
SCB Global enables organisations to modernise legacy communication environments by delivering solutions aligned with Microsoft Teams. By enhancing native capabilities with OPTO T and integrating customer engagement through OPTO C, organisations benefit from simplified operations, improved visibility, and a communications platform designed to support long-term scalability and growth.
Why Choose SCB Global
SCB Global enables organisations to modernise legacy communication environments by delivering solutions aligned with Microsoft Teams. By enhancing native capabilities with OPTO T and integrating customer engagement through OPTO C, organisations benefit from simplified operations, improved visibility, and a future-ready communications platform designed to support ongoing digital transformation.