Case Paper rolls out 8x8 Voice for Microsoft Teams

There’s a very good chance that the paper in your hand was sliced from a gigantic roll into printer-ready sheets by Case Paper. For everything from sustainable printing papers to specialty packaging, Case Paper converts more paper than any other company in the United States.

The Challenge: Modernize communications to support customers and culture

Throughout its 78-year history, open dialog has been crucial to Case Paper’s close-knit culture. But becoming an industry giant and growing to six locations strained communications. Deploying Microsoft Teams helped, but it was not integrated with their legacy Avaya Cloud Office phone system. As a result, employees working remotely would miss important calls from customers and colleagues unless they remembered to forward their extensions to their cell phones. The legacy system was onerous for administrators, too.

“The old phone system was totally not user-friendly to administer,” recalls Krista McCue, IT Help Desk Support for Case Paper. “You almost had to work for Avaya to know how to manage it.” And there was the burden of maintaining the on-premises infrastructure.

The Solution: 8x8 Voice for Microsoft Teams

Case Paper has continuously improved its manufacturing processes. Now, its communications systems were ready for a redesign to support its customers and the culture it prized. The company needed a communications solution that would keep its employees connected to customers and each other, from anywhere. The only answer was a cloud-based solution integrated with Microsoft Teams.

“What 8x8 offered was exactly what we needed here,” Ms. McCue says. Case Paper chose 8x8 Voice for Microsoft Teams for all six locations. 8x8’s global footprint and installed base of large corporate customers helped them feel confident inking the deal.

The Benefits: Savings and simplicity

The $200,000 annual savings from implementing 8x8 was just the beginning for Case Paper. The real benefits are found in how easy it is to communicate – the essential fiber of the company’s cohesive culture.

“The beauty of 8x8 with Teams is that we can all be on one system together,” Ms. McCue says. “We can call each other directly using voice or video or both. More than anything, I think it’s about keeping us connected.”

The 8x8 solution is as easy to administer as it is to use. When there are questions, expert help is moments away with the quick-response 8x8 support system. And with a 100% cloud-based platform there is no PBX infrastructure to maintain. That gives the IT team more flexibility to configure 8x8 to meet their business needs in ways they could not before.

Case Paper set up 8x8 ring groups for customer service and other contact center functions in each location. A big appeal of 8x8 is the ability to report on contact center metrics, which Case Paper plans to start using soon. But first, they are centralizing those ring groups so customer service agents from all locations can cover for each other and distribute overflow calls.

With 8x8, Case Paper can deploy desk phones where they need them, like on the shop floor. Some rooms have 8x8 phones with cameras and microphones to enable meetings without needing a laptop.

8x8 Voice for Microsoft Teams is part of Case Paper’s business continuity plan, allowing everyone to work from anywhere on a moment’s notice. And in the event of a Microsoft Teams outage, Case Paper could use the 8x8 Work App and continue communicating practically uninterrupted.

Overall, Case Paper looked at the big picture and saw their phone system replacement as an opportunity to enhance their team culture and simplify communications throughout the company.

“8x8 has been such an easy company to work with,” says Ms. McCue. “The system’s simplicity is a big part of that. We’ve had great success with 8x8 so far and we’re just getting started.”