1. Change your mindset
“The technical replacement of the PBX with Teams is relatively easy. The real challenge is the organizational change,” says Philipp Beck. “It is a completely different approach to internal and external communication that is a lot more than just the function set of a telephony system.”
Therefore, you need to get all your stakeholders to the table from the beginning, including users, process owners, management and the staff association.
It is important to establish a common understanding of why this change is necessary, how it will be carried out, and of course how it will change the way that the stakeholders do their work – because ultimately, the user satisfaction strongly impacts customer satisfaction.