Delivering a ‘New Way of Working’ for a Leading Food Manufacturer

The Challenge

When Skype for Business Online was retired, our client – a major global food manufacturer – faced an urgent, high-stakes deadline: migrate 66,000 users to Microsoft Teams – and do it without missing a beat.

The scale was daunting. Legacy systems included 4,000 IP phones, 200 ageing devices, DECT systems, entry barriers, factory peripherals, and a complex NICE inContact contact centre – all of which needed to be either upgraded or integrated into a Teams-first environment. Compliance requirements like E911 across 34 U.S. sites added further pressure.

And this wasn’t just a technical exercise. With a dispersed workforce, complex workflows, and zero tolerance for downtime, the real challenge was delivering seamless transformation without disruption. That meant a rollout that not only worked on paper but resonated across teams, departments, and borders.

To succeed, our client needed more than migration – they needed a trusted partner who could bring strategic clarity, technical expertise, and a rock-solid delivery model, and Resonate – SCC’s expert Microsoft Teams house – fitted the bill.

The Solution

The project began with a readiness assessment that left nothing to chance – uncovering functional gaps, identifying integration bottlenecks, and building a design that could carry the weight of a business-critical transformation.

From there, we reengineered the infrastructure to enable Teams Direct Routing at scale: 66,000 users with external calling, 300 call queues, reception workflows, 900 native Teams IP phones, 1,200 analogue endpoints, and full integration with the existing NICE inContact contact centre. Peripheral systems – from factory floor DECT handsets to entry control – were brought into the fold.

This wasn’t a lift-and-shift. It was a business-led, people centred transformation. As users migrated, we rolled out tailored change and adoption support – aligning training, communications, and user experience improvements with the technical go-live.

Along the way, we helped our client build internal capacity through a network of 850 digital champions – embedding new ways of working and creating lasting cultural change.

The Outcome

The transformation landed on time, at scale, and without disruption. All 66,000 users were live on Microsoft Teams ahead of the Skype retirement deadline. Operational support requests rose by less than 2% – a testament to the stability of the implementation and the success of user onboarding.

The results were immediate and measurable. 40% of legacy licenses were decommissioned. Infrastructure was reduced by more than 20%, delivering a 30% reduction in operational costs.

Adoption exceeded expectations. Email usage dropped by 25%, SharePoint activity surged by 250%, and the organisation gained not just a new platform – but a new way of working.

Our client continues to rely on us for ongoing user adoption services. When the pressure is on and the stakes are high, what they needed wasn’t just a vendor. It was a partner who could deliver clarity from complexity, and results without compromise.