The story

Ever pressing towards innovation and creativity, Koch Industries began migrating more than 70,000 users from Avaya and Cisco Systems to Microsoft Teams. For an organization as large as Koch, this isn’t the sort of migration that happens overnight. Koch needed to keep its legacy systems operating with as little downtime as possible in the interim.

Two major problems plagued Koch during this time. The first came from having its IT staff wrapped up in maintaining telecom devices, slowing down the migration to Teams even more. The second was frustration that came from communicating with several different carriers and manufacturers. The time Koch’s engineers wasted sitting on the phone with their carriers was far too high.

Koch had its own successful internal support model, along with a partner that supported its systems well. Unfortunately, this partner only supported Koch’s US locations. Continuant, however, provided an alternative. With Continuant Managed Services, Koch found that it could get cost-effective maintenance and support both nationally and internationally.

Koch's former partner also didn’t integrate with Koch’s IT Service Management (ITSM), meaning Koch relied on manual intervention for incident creation and tracking. To save time and money, Koch selected eBonding from Continuant. With eBonding, Continuant could automatically exchange tickets between Koch’s systems and keep its users updated on any changes.