Case Study: Kelly Roofing achieves rapid hurricane response and multilingual customer service with Microsoft Office 365

Weathering the aftermath of Hurricane Irma, roofing firm relies on cloud telephony

Kelly Roofing, a medium-sized roofing company based in Florida, faced an immense challenge in scaling its operations to handle a massive surge in customer calls and service requests following Hurricane Irma. To manage this crisis and maintain its customer-focused reputation, the company leveraged its existing cloud telephony services from Microsoft Corporation, specifically the Phone System capabilities within Skype for Business Online as part of its Office 365 subscription.

Microsoft's solution enabled Kelly Roofing to rapidly scale its phone system, efficiently routing over 4,500 calls in the first week and providing service in both English and Spanish. The company used the platform's flexibility to create new call menus, train 160 new hires via video calls and screen sharing, and dynamically adapt its workflows to manage the crisis. This resulted in the successful completion of 6,500 jobs in five weeks and significantly bolstered the company's standing in the community, showcasing the powerful impact of Microsoft's cloud services.

Kelly Roofing

Ken Kelly

President