Modernizing a Phone System With a Cloud-Based Solution

The Situation

Limited Options With an Aging Phone System

The organization had used the same phone system for more than 15 years. It was old, unreliable, and costly to maintain. Finding replacement parts or skilled technicians had become difficult, and the vendor charged more each year to keep it running.

When problems occurred, repairs often took days or even weeks. Each delay disrupted communication across ministries and administrative offices. No one on staff had the technical knowledge to manage the system, so every issue depended on a third-party visit. Over time, the mix of high costs, long waits, and constant failures made the setup unsustainable.

The Challenge

Rising Costs and Limited Flexibility

The main concerns were cost and reliability. Leadership wanted a phone system that was easy to manage and less expensive to maintain. They also wanted to avoid the constant need for on-site repairs. However, the old setup made that kind of flexibility difficulty.

Beyond that, phones were tied to desks, leaving staff unable to take or receive calls outside the office. That led to missed calls during off hours For a church that supports programs across different locations, this created communication gaps. The organization needed a solution that could keep pastors, staff, and volunteers connected wherever they served.

The Solution

Transitioning to a Cloud-Based Phone System

ITonDemand recommended replacing the aging phone system with a Microsoft Teams cloud-based solution. This option removed the need for on-site hardware and wiring. All users needed was an internet connection. Staff could choose to use desk phones, headsets, or the Teams app on their computers and phones.

The migration started with license planning and setup. ITonDemand helped determine who needed domestic or international calling and assigned licenses accordingly. Existing phone numbers were ported into Microsoft 365 within about a week, and users experienced no downtime. All routing, menus, and auto-attendant features were rebuilt to match the previous setup, keeping the experience familiar.

During the transition, ITonDemand found and corrected several issues in the old call tree, including missing users and routing errors. The upgrade not only modernized the phone system but also made it easier for staff and volunteers to reach one another across multiple ministry areas.

The Result

Flexible and Reliable Communication From Anywhere

The new cloud-based phone system transformed how the organization communicates. Staff can now make and receive calls from computers, mobile devices, or optional desk phones. They stay connected whether working on campus or supporting events in the community.

The organization no longer depends on outdated hardware, which reduced costs and downtime. The updated call routing improved visibility and made management much easier. What had once been a source of frustration became a dependable, cloud-managed phone system supported by ITonDemand.

Our Partner

About the Faith-Based Organization

The Faith-Based Organization serves its community through outreach, worship, and support programs. Its team values connection and communication across its ministries. By modernizing its phone system, the organization improved reliability and strengthened how staff stay connected with members and each other.