Partner Win
Sunstream Business Services
Client Profile
Sunstream Business Services
- Type: Managed IT Service Provider
- Size: Small to Mid-sized
- Industry: Agriculture and Rural Communities
- Specialization: Loan Servicing, General Ledger, Financial Reporting, Data & Analytics, Technology & Security, and Business Services
Highlights
Challenge
- Unified telephony solution integrated with Microsoft Teams
- Maintain administrative simplicity and address redundancy concerns
- Need for SMS, SIP lines, and analogue device support
Solution
- Full telephony integration within Microsoft Teams
- Dedicated project manager for smooth migration
- SMS, SIP lines, and analogue device support
- Tailored end-user training for easy adoption
Outcome
- Cost savings by eliminating redundant telephony platforms
- Simplified management through Teams
- Enhanced features like SMS and SIP lines
- CallTower delivered a tailored, cost-effective solution with exceptional service and expertise, establishing itself as a trusted partner
Background
Jason Barthman, representing Sunstream Business Services, sought a unified telephony solution to streamline operations, simplify user experiences, and reduce costs. Jason reached out to CallTower to explore solutions that could integrate seamlessly with Microsoft Teams—a platform already familiar to many of his clients.
Challenge
Sunstream Business Services was using a cloud-based telephony solution alongside Microsoft Teams. This setup created inefficiencies, requiring users to switch between platforms and support staff to manage multiple systems. The primary goals were to:
- Provide a unified telephony system fully integrated into Microsoft Teams
- Maintain administrative simplicity
- Address redundancy concerns
- Implement SMS and analogue device support for enhanced functionality
Approach and Solution
CallTower’s Midwest sales team, led by directors Rafael Renteria and Bryan Green, collaborated closely with Jason to assess his needs and tailor a solution. Together, they determined that migrating to Microsoft Teams as the main telephony platform, supported by CallTower’s expertise as a Teams partner, would provide the most value.
Key Aspects of the Solution:
- Seamless Native Microsoft Teams Integration:
CallTower leveraged Teams to create a streamlined experience for end users, ensuring they wouldn’t need to transition between applications for calling, collaboration, or administrative tasks. - White-Glove Implementation:
A dedicated project manager provided consistent support and personalised guidance throughout the migration process. - Custom Features and Flexibility:
CallTower addressed specific needs through native integrations, including SMS, SIP lines for conference rooms, and continued support for analogue devices like fax machines. - Training and Support:
CallTower delivered expert end-user training tailored to each client. The preferred trainer built rapport and provided ongoing education to ensure users were comfortable and confident with the new system.
Success Outcomes
Jason’s partnership with CallTower has been a remarkable success. To date, he has migrated five financial clients to Microsoft Teams with CallTower’s support, all of whom have experienced improved efficiency and functionality.
Key Benefits:
- Cost Savings: Eliminated the need for a second telephony platform.
- Simplified Management: Familiarity with the Teams platform and administrative tools.
- Enhanced Features: SMS, SIP lines, and redundancy options strengthened operations.
The consistent use of the same project manager across all migrations created a seamless implementation experience, while end-user training ensured high adoption rates.
Lessons Learned
As a Teams partner, CallTower’s ability to provide industry-specific expertise proved invaluable. Through this collaboration, Rafael and Bryan identified best practises for meeting the unique needs of financial clients, enabling them to replicate these solutions for other organisations in the vertical. From pre-sale discovery calls to post-implementation support, the CallTower team demonstrated a commitment to customization, communication, and partnership.
“From start to finish, the CallTower team truly felt like an extension of our own. The level of communication, expertise, and training they provided was outstanding. They made what seemed like a daunting project into a smooth and successful experience.”
– Jason Barthman
Looking Ahead
CallTower’s collaboration with Sunstream Business Services not only delivered on immediate needs but also set the stage for a continued partnership. The alignment of CallTower’s solutions with the requirements of the financial industry positions the team to tackle similar projects with other clients, ensuring even more organisations can benefit from a modern, integrated telephony system.
Why CallTower?
This use case underscores CallTower’s unique value as a partner that bridges technical expertise with personalised service. For financial institutions and beyond, CallTower remains a trusted advisor in designing and delivering innovative communication solutions tailored to every organisation’s goals.
