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Fast Facts

Unified telephony across multiple national brands and locations

Integrated CC4Teams, Call Cabinet and PowerBI for operations

Delivered geo-routing and brand-specific call flow capability

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National Telephony Modernisation (Microsoft Teams)

Three colleagues in business attire discuss data displayed on computer monitors in a modern office. One person is seated pointing at a screen, whilst the other two stand nearby, looking at the data and smiling.

A national tyre distribution organisation, needed to consolidate how calls were handled across multiple brands and locations. We led the decisions, design and implementation of a unified Teams voice platform with contact centre capability, geo routing and brand specific workflows, giving the organisation clearer control and reporting.

The Challenge

A national tyre distribution organisation with multiple brands and locations, needed to move from fragmented telephony to one consistent way of handling calls. Each site and brand operated differently, reporting was limited, and growth was creating pressure on routing and workflows. They needed a Teams based voice platform that could support contact centre operations, geo routing and brand specific call flows. The change also had to be governed carefully because it affected day to day operations across the organisation.

Our Approach

We ran structured discovery with the CIO, contact centre leaders and key stakeholders to align on what “good” looked like across brands and locations. We then advised on a call flow blueprint and technical design that accounted for geo routing, brand workflows and large numbering volumes. Delivery was phased to reduce operational risk, supported by rigorous testing, clear stakeholder communications and a controlled transition plan. We also planned post go live support to stabilise the environment and embed the new operating model.

The Outcome

We implemented a unified Teams voice environment that brought consistency across brands while preserving the workflows that mattered. Teams became the core platform, with CC4Teams for contact centre operations, Call Cabinet for recording and PowerBI for visibility and reporting. The organisation gained clearer call handling, better insight and a scalable foundation for ongoing change. A later vendor software issue sat outside our scope, but the programme met its objectives and established a reliable operating baseline for a national rollout.