Case Study: Kelly Roofing scales storm response to handle 4,500 calls with Office 365

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

Kelly Roofing, a 50–249 employee firm based in Bonita Springs, Florida, faced an unprecedented surge in demand after Hurricane Irma in September 2017. Calls and requests exploded—from about 125 estimates a week to 4,500 calls in the first week and 9,327 requests queued when power returned—while the company needed to support English and Spanish speakers, work with insurers, and rapidly onboard hundreds of new hires.

Using Office 365 cloud telephony (Phone System in Skype for Business Online) plus Microsoft Flow and other Office 365 tools, Kelly Roofing set up bilingual auto-attendants, routed thousands of storm-related calls, automated voicemail handling, and ran recorded remote training sessions. The result: rapid scaling of operations (about 6,500 jobs handled in five weeks), dramatically faster training (from three weeks to under one), plans to onboard roughly 160 new employees, and an improved reputation and streamlined workflows through integration with Dynamics and SharePoint.

Kelly Roofing

Ken Kelly

President