How a Government Entity saved $7M with Journey Automation.
When Skype for Business reached its end-of-life in July 2021, organizations relying on its Microsoft Phone System had no choice but to migrate to Microsoft Teams.
For one large U.S. government agency, this transition was particularly complex. They had 45,000 users and thousands of Polycom VVX devices—hardware not supported by Teams. Their previous migration was handled via a costly, hands-on white-glove service, covering everything from unboxing new devices to ensuring full PSTN functionality.
Faced with another migration, they needed a cost-effective, scalable, and efficient approach—one that would maintain service quality without the hefty price tag.
The Challenge: Minimizing Disruptions, Maximizing Efficiency
The agency had two major goals:
Minimize device replacements – Replacing tens of thousands of physical phones would be expensive and disruptive.
Encourage Teams adoption – Users needed to transition seamlessly from desk phones to Teams-certified headsets.
Beyond these, the solution had to:
- Automate the migration process
- Reduce IT support tickets by enabling self-service
- Integrate with ServiceNow for streamlined issue resolution
- Provide real-time analytics for proactive problem-solving
The Solution: AI-Driven Migration with Journey Automation
Enter Journey Automation—SOFTEL’s AI-powered migration tool. It orchestrated the entire transition, guiding users through each phase:
Pre-Migration – Automated onboarding, setup guidance, and self-paced training
Migration – Intelligent workflows ensuring a seamless switch
Post-Migration – Chatbot-driven support, real-time issue resolution, and adoption tracking
Journey Automation also:
Provided on-demand training via a chatbot powered by Microsoft LUIS AI & QnA Maker
Integrated with ServiceNow for automatic issue escalation
Used Power BI & Power Automate for actionable insights and error correction
The Impact: $7M Saved, 10X Return.
$7M in cost savings – Eliminating the need for expensive white-glove services
Reduction in manual effort – Less IT strain, faster execution
Higher user adoption rate – Self-service strategies empowered users
10x faster issue resolution – AI-driven insights prevented bottlenecks
The Results.
83% of surveyed users felt “very prepared” or “somewhat prepared” after training
88% of users found the migration “very easy” or “somewhat easy”
