Vapour supercharges Teams voice calling for digitally-savvy machinery firm

Overview

UNTHA UK has been recognised in the Digital Enterprise Top 100 list, achieving a prestigious ‘leading light’ spot among the ten best performers. The accolade reflects the shredder manufacturer’s continued commitment to tech innovation since way before the pandemic – with Microsoft Dynamics now deeply embedded throughout every fast-growing department in the business. 

But a chance conversation with Vapour revealed that Teams could be working much harder for this busy firm.

At a Glance

• Rapid-growth machinery firm, part of a >€70m global group
• Extensive Microsoft user
• Digital enterprise award winner committed to ongoing tech innovation
• Vapour plugged gap in their tech stack with TeamsLink voice calling

The challenge

UNTHA UK has invested a significant six-figure sum – and counting – in Microsoft Dynamics, integrating the technology so that it has become an ERP system underpinning the entire business. 

No stranger to Microsoft Teams, the organisation’s use of this communications platform rocketed during the pandemic, particularly for instant messaging and internal calls when working remotely. 

Keen not to take a step back when lockdown rules ended – not least because engineers have long worked at varying locations throughout the country – Teams has continued to remain integral to the firm’s tech stack. But UNTHA UK was unaware of TeamsLink’s capabilities – and therefore how much harder it could work for the business – until a chance introduction to Vapour. 

Solution

Previously using a VoIP phone system – with traditional handsets – from a different provider, UNTHA was utilising cloud telephony, but it was disparate from UNTHA’s growing Microsoft estate – particularly all-things-Teams.

Vapour therefore began talking to UNTHA UK’s project lead about TeamsLink – a Microsoft approved unified communications solution to facilitate inbound and outgoing voice calls via Teams.

The feature-rich platform also includes IVR ring groups, advanced call queues, visual routing manager, auto attendant and on hold music capabilities compatible with UNTHA UK’s service from PHMG, monitoring tools, customisable Power BI reporting, and more.

The results

Because the platform is wholly cloud-based, there is now no need for handsets on desks – in fact, there’s no need for any on-site infrastructure whatsoever! Everything goes through employees’ computers, and site-based engineers can use TeamsLink via an app on their phone.

This Microsoft ecosystem integration means a consistent user experience for colleagues who have become familiar and increasingly-reliant on Microsoft technology, and all comms now come via this single pane of glass solution. 

An intuitive portal gives the lead user visual control over the management of employees and call flows, and new colleagues can be trained with ease. UNTHA UK’s data analyst also has access to otherwise untapped BI to understand true workplace performance and customer service levels. 

In short, Teams is now even more integral to UNTHA UK than ever.

UNTHA UK’s Claire Slater, who is now the lead user of the TeamsLink portal, commented: “I have found the system to be very user-friendly, and can navigate around it quickly following basic training. I love that we can initiate new changes ourselves, which is important in an ever-changing business – we’re not reliant on a supplier, which means we can move quicker. The Vapour team has been friendly and helpful throughout the implementation, and I’m continually utilising new features – I really love the ability to block nuisance calls!”

With a visionary roadmap of upcoming activity still to unfold, conversations are now ongoing regarding UNTHA UK’s even more progressive use of Microsoft Dynamics moving forward, with key considerations around backup and automation already underway.

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“We’re very progressive when it comes to tech adoption, particularly for a company of our size. So when we knew about TeamsLink, we knew the value it could add. We’ve further consolidated everything into our ever-smarter Microsoft estate, which is particularly advantageous when it comes to BI and MI analysis. The project was not without its challenges, not least because we employ a retained Microsoft specialist, have an outsourced IT department, plus we had an incumbent telephony supplier too. But these challenges actually epitomise why Vapour exists – there are very few companies out there who understand voice, networks and IT services, so we absolutely needed their help. Vapour is a responsive, personable and proactive company, which means we rely on the people as much as their products.”
Sharon Annat, data analyst and project lead UNTHA UK

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