Case Study: Armstrong Watson achieves seamless remote calling and improved customer service with Redcentric

Armstrong Watson - Customer Case Study

Armstrong Watson, accountants and financial advisers with 460 employees across 12 offices, needed to keep delivering a personalised customer service experience as staff moved to remote working during Covid-19. Already using Redcentric’s Unity VoIP service, they wanted to bring calling into Microsoft Teams so employees could keep using their business numbers and enterprise calling features from a single collaboration platform.

Redcentric implemented Teams Calling with a rapid proof of concept and rollout, enabling external PSTN calls in Teams across laptops, mobiles and tablets within 48 hours. The result was fast adoption with no user training, removal of desk phones for 400 office staff, improved collaboration and customer service, and streamlined inbound call handling using reporting insights and a dedicated 8-person team to answer calls more efficiently.

Armstrong Watson

Paul Cullen

IT Infrastructure and Hardware Manager