Enterprise Software Provider

Like many organizations, this provider of enterprise software solutions has deployed Microsoft Teams to improve its ability to collaborate internally and engage customers through video conferencing. Not having had a team-based collaboration or messaging system already in place (e.g., Skype), the results have been transformative, especially given the workforce dislocation brought about by the COVID-19 pandemic.

Despite these gains, the company knew it was under-utilizing Teams and that more productivity improvement could be realized, especially with regard to collaboration with outside parties, principally the company’s customers. After an investigation into its existing customer collaboration workflows, the company determined that…