Transforming PSTN Communication for Orange County Transport Authority Case Study

Executive Summary (Microsoft Teams Phone for Public Transportation)

Company: Orange County Transport Authority

Industry: Public Transportation

Employees: 600

Overview: OCTA, the singular entity responsible for planning and operating transportation in Orange County,
California, sought the expertise of Communication Square for their migration from Skype for Business to
Microsoft Teams. The objective was to enhance the County's communication infrastructure while facilitating a seamless transition
across all its departments.

Solution: Microsoft Teams Phone for Public Transportation

Background

The Transport Authority in California aimed to modernize its communication infrastructure to improve efficiency and reduce costs. The existing system, based on Skype for Business with on-premises Session Border Controllers (SBCs) and AT&T as the provider, was outdated and costly to maintain.

Despite being heavy users of Microsoft 365 for other services, their telephony system needed an upgrade. The solution was to transition to Microsoft Teams Phone for Public Transportation, consolidating communication tools and leveraging their existing Microsoft 365 setup. This change provided a unified communication platform that enhanced operational efficiency, reduced costs, and significantly improved both employee and customer satisfaction.

Opportunity

In the ever-evolving realm of digital technology, organizations must adapt to maintain efficiency and streamline operations. OCTA
understood the need for an upgrade and sought to migrate from Skype for Business to Microsoft Teams. This task, while seemingly
complex, offered a unique opportunity to refine the County's communication channels. The move was envisioned to provide a more
robust and modern platform for inter-departmental collaboration. However, OCTA needed a reliable partner to ensure a smooth
transition. They chose Communication Square, known for its expertise in Microsoft Teams Migration.

Challange

The Transport Authority faced several challenges with their existing Skype for Business setup:

• High costs associated with on-premises hardware and maintenance.
• Inefficiencies in communication and collaboration due to using multiple tools.
• Limited mobility options for employees working across different locations.
• Security and compliance concerns with the existing system.
• Difficulty in scaling the communication system with the organization’s growth.

Solution

The decision to switch to Microsoft Teams Phone for Public Transportation was a game-changer. Integrating Teams Phone with their existing Microsoft 365 setup allowed the Transport Authority to address their challenges effectively. This involved transitioning from the on-premises Skype for Business setup to a cloud-based Teams Phone system.

Benefits

Embracing Cost Savings

Integrating Microsoft Teams Phone allowed the Transport Authority to consolidate their licenses, eliminating the need for separate licensing fees for Skype for Business. This led to substantial cost savings. Additionally, the shift to Teams Phone drastically reduced long-distance and international call charges as more calls were now routed over the internet, reducing the expenses associated with AT&T services.

Boosting Communication and Collaboration

The most noticeable change was in communication efficiency. With Teams Phone, employees could handle voice calls, video calls, and team collaboration all within a single platform. No more switching between different tools; everything was now in one place, which made workflows seamless and significantly more efficient. For example, a Cisco PBX to Microsoft Teams migration case study shows similar improvements in communication and collaboration.

Employees saved time daily, a benefit that added up quickly. For instance, mobile employees, who are always on the move, found themselves saving nearly 1.6 hours each week because they no longer had to juggle multiple communication platforms.

Enhancing Productivity

Managing the telephony system became a breeze for the IT staff. Previously, managing the on-premises Skype for Business solution required dedicated effort and specialized skills. With Teams Phone, the management was unified with the rest of their Microsoft 365 services, simplifying the administrative load. This allowed IT personnel to focus on more critical tasks, boosting overall productivity. The Lync Server to Skype for Business migration case study also highlights the productivity benefits of moving to a cloud-based solution.

Mobility also saw a significant improvement. Employees could make and receive calls from anywhere using the Teams app on their mobile devices. For a transport authority, using Microsoft Teams Phone for Public Transportation meant that employees often working in varied locations could stay connected seamlessly, a crucial benefit.

Security and Compliance

Security is always a top priority, and here, Microsoft Teams Phone didn’t disappoint. By leveraging the security infrastructure of Microsoft 365, including advanced threat protection and compliance features, the Transport Authority ensured that all their communications were secure and met regulatory requirements.

The enhanced business continuity was another highlight. With Teams Phone, reliable communication channels were always available, even during disruptions, which is vital for any transport service that needs constant, dependable communication. A PBX to Cloud migration demonstrates the continuity benefits of cloud-based communication solutions.

Improving User and Customer Satisfaction

From a user perspective, the experience was overwhelmingly positive. Teams Phone offered a consistent, user-friendly interface, reducing the learning curve and making it easier for employees to adapt. This led to higher employee satisfaction.

Moreover, the Transport Authority found that they could respond to public inquiries and service requests much more effectively, thanks to the efficient call routing and enhanced communication tools.

This improvement is a testament to how Microsoft Teams Phone for Public Transportation can revolutionize public service communication.

Flexibility and Scalability

The flexibility offered by Teams Phone was another significant advantage. It seamlessly integrated with the existing IT infrastructure and supported future scalability. As the Transport Authority expanded, adding new locations or departments was straightforward and didn’t require significant additional investments.

Additionally, Microsoft continuously updates Teams Phone with new features, ensuring that the Transport Authority always had access to the latest communication technologies without any extra cost. Understanding the Teams Phone System Licensing and Pricing can also help organizations manage costs effectively as they scale.

Environmental and Infrastructure Benefits

Switching to a cloud-based telephony solution reduced the need for physical telephony infrastructure. This not only lowered maintenance costs but also had a positive environmental impact by reducing the carbon footprint associated with maintaining on-premises hardware.

Simple Calculations

To illustrate the potential benefits, let’s look at some simple calculations based on the report:

• Cost Savings:
  • Eliminate Skype for Business costs (assumed average savings per user/month): $20.
  • Total annual savings: $20 * 600 users * 12 months = $144,000.
• Reduced IT Support Costs:
  • Reduced FTE effort from on-premises management.
  • Average IT FTE salary: $150,000.
  • Annual savings: Transitioning from 3 FTEs to 2 FTEs = 1 FTE saved.
  • Annual savings: 1 FTE * $150,000 = $150,000.
• Productivity Gains:
  • Highly mobile employees (15% of 600): 90 employees.
  • Time saved per week: 1.6 hours.
  • Non-mobile employees: 510 employees.
  • Time saved per week: 0.25 hours.
  • Fully burdened hourly rate: $45.
  • Annual productivity gain for mobile employees: 90 * 1.6 hours/week * 48 weeks * $45/hour * 50% productivity recapture = $155,520.
  • Annual productivity gain for non-mobile employees: 510 * 0.25 hours/week * 48 weeks * $45/hour * 50% productivity recapture = $137,700.
  • Total productivity gain: $155,520 + $137,700 = $293,220.

Total Annual Benefits:

• Cost Savings: $144,000.
• IT Support Savings: $150,000.
• Productivity Gains: $293,220.
• Total: $587,220.

Conclusion

The transition to Microsoft Teams Phone for Public Transportation was more than just a technological upgrade for the Transport Authority in California; it was a strategic move that enhanced their operational efficiency, reduced costs, and significantly improved both employee and customer satisfaction. The benefits they experienced illustrate how powerful a unified communication platform can be for a modern organization.

To learn more about how Microsoft Teams Phone for Public Transportation can transform your organization’s communication capabilities, visit Microsoft Teams Phone System.

To learn more about how Microsoft Teams Phone can transform your organization’s communication capabilities, visit Microsoft Teams Phone System.

For a detailed consultation on implementing Microsoft Teams Phone, schedule a meeting with us.