Challenge
Legacy PBX maintenance costs were rising; hybrid work broke call routing expectations.
Approach
- Captured must-have integrations with CRM and mobile apps.
- Issued structured RFP to three shortlisted vendors.
- Ran proof-of-concept with reception and partner trial group.
- Advised on contract SLAs and migration cutover risks.
Outcomes
- Vendor selected with signed SLA and migration plan.
- Total cost of ownership model accepted by finance.
- Cutover scheduled outside court and filing peak periods.
