GENEPHARM S.A. is a leading pharmaceutical company in Greece, known for its high-quality generic and branded medicines. The company is committed to improving healthcare by providing affordable and effective pharmaceutical solutions. To enhance its communication infrastructure, GENEPHARM S.A. decided to implement Microsoft Teams Phone with Direct Routing.
Objectives
GENEPHARM S.A. aimed to:
- Upgrade its telephony system to a modern, cloud-based solution.
- Improve internal communication and collaboration.
- Support remote work and mobile workforce.
- Reduce telecommunication costs and streamline operations.
Challenges
- Outdated PBX System: The existing on-premise PBX system was outdated and costly to maintain.
- Remote Work Adaptation: The need for a flexible communication solution to support remote work.
- Scalability: The existing system was not scalable to accommodate the company’s growth.
- Integration: Required seamless integration with existing Microsoft 365 tools.
PSTN Architecture: Direct Routing (Simple)
Solution
GENEPHARM S.A. chose Microsoft Teams Phone with Direct Routing for its advanced features, seamless integration with Microsoft 365, and cost-effectiveness. This solution allowed GENEPHARM S.A. to use Microsoft Teams as their primary communication and collaboration platform, replacing the traditional PBX system.
Implementation
Phase 1: Planning and Preparation
- Assessment: Conducted a thorough assessment of the existing telephony infrastructure and identified specific requirements.
- Stakeholder Engagement: Engaged with key stakeholders to align on goals and expectations.
- Solution Design: Designed a comprehensive implementation plan tailored to GENEPHARM S.A.’s needs.
Key Components Implemented:
- Microsoft Teams Phone: Enabled calling capabilities within Microsoft Teams.
- Direct Routing: Configured Direct Routing to connect Microsoft Teams with the public switched telephone network (PSTN) through a third-party provider.
- Integration with Microsoft 365: Seamlessly integrated with existing Microsoft 365 tools such as Outlook, SharePoint, and OneDrive.
- Advanced Features: Utilized features such as voicemail, call queues, auto-attendants, and call analytics.
Phase 2: Deployment
- Pilot Program: Launched a pilot program with a small group of users to test functionality and gather feedback.
- Direct Routing Configuration: Worked with a third-party provider to configure Direct Routing and connect Microsoft Teams to the PSTN.
- User Training: Conducted training sessions to familiarize employees with the new system and features.
- Full Rollout: Gradually rolled out the solution company-wide, ensuring minimal disruption to daily operations.
Phase 3: Post-Implementation
- Support: Established a dedicated support system to address any issues and provide ongoing assistance.
- Monitoring and Optimization: Continuously monitored system performance and user feedback to optimize settings and configurations.
Phase 3: Post-Implementation
- Support: Established a dedicated support system to address any issues and provide ongoing assistance.
- Monitoring and Optimization: Continuously monitored system performance and user feedback to optimize settings and configurations.
Results
Improved Communication and Collaboration:
- Enhanced internal communication and collaboration with a unified platform.
- Enabled seamless communication among remote and in-office employees.
Cost Savings:
- Reduced telecommunication costs by eliminating the need for maintaining an on-premise PBX system.
- Lowered long-distance call expenses with competitive Direct Routing pricing.
Increased Flexibility and Scalability:
- Provided employees with the ability to make and receive calls from any device, anywhere.
- Easily scaled the communication system to accommodate new users as the company grew.
Enhanced Operational Efficiency:
- Streamlined operations with integrated Microsoft 365 tools.
- Improved productivity with advanced calling features and analytics.
Conclusion
The implementation of Microsoft Teams Phone with Direct Routing at GENEPHARM S.A. successfully addressed the company’s communication challenges, providing a modern, flexible, and cost-effective solution.
The transition to a cloud-based telephony system not only improved internal communication and collaboration but also enhanced operational efficiency and supported the company’s growth.
