{"id":13736,"date":"2025-05-21T16:49:54","date_gmt":"2025-05-21T20:49:54","guid":{"rendered":"https:\/\/avispl.com\/mx\/?post_type=case-study&#038;p=13736"},"modified":"2025-05-21T16:49:55","modified_gmt":"2025-05-21T20:49:55","slug":"carrollton-bank-case-study","status":"publish","type":"case-study","link":"https:\/\/avispl.mx\/en\/resources\/case-studies\/carrollton-bank-case-study\/","title":{"rendered":"Carrollton Bank Case Study"},"content":{"rendered":"\n<section class=\"hero page-block hero--x-small\">\n    \n                        <div class=\"hero__content\">\n                <div class=\"container\">\n                                                               <h1 data-splitting=\"words\">Carrollton Bank <br \/>\r\nCase Study<\/h1>\n                    \n                                            <div class=\"hero__content__text\"><p>Microsoft Teams Phone elevates communication and client support<\/p>\n<\/p>\n                    \n                    \n                    <button class=\"hero__scroll scroll-btn scroll-btn--o scroll-to-main\"\n\t\t\t\t        aria-label=\"Scroll to bottom of the hero section\"\n\t\t\t\t        title=\"Scroll to bottom of the hero section\">\n\t\t\t\t\t    <span class=\"sr-only\">Scroll to bottom of the hero section<\/span>\n\t\t\t\t\t<\/button>\n                <\/div>\n            <\/div>\n            <\/section>\n<div id=\"main-content\"><\/div>\n\n\n\n<section    class=\"image-text-columns page-block image-text-columns--grid-icon\"\n    role=\"region\"\n    aria-labelledby=\"image-text-columns-heading\">\n\n\t<div class=\"container\">\n        \n        <div class=\"image-text-columns__image\">\n\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"2400\" height=\"1464\" src=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/St-Louis-Hills-crop.png\" class=\"attachment-full size-full\" alt=\"Carrollton Bank St Louis Hills\" srcset=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/St-Louis-Hills-crop.png 2400w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/St-Louis-Hills-crop-300x183.png 300w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/St-Louis-Hills-crop-1024x625.png 1024w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/St-Louis-Hills-crop-768x468.png 768w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/St-Louis-Hills-crop-1536x937.png 1536w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/St-Louis-Hills-crop-2048x1249.png 2048w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/St-Louis-Hills-crop-125x76.png 125w\" sizes=\"auto, (max-width: 2400px) 100vw, 2400px\" \/>\t\t<\/div>\n\n\n                    <div class=\"image-text-columns__cols\">\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Organization<br \/>\r\n<\/h4>\n                        <p><p>Carrollton Bank<\/p>\n<\/p>\n                    <\/div>\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Location<\/h4>\n                        <p><p>Carrollton, Illinois<\/p>\n<\/p>\n                    <\/div>\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Market<\/h4>\n                        <p><p>Financial<\/p>\n<\/p>\n                    <\/div>\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Solutions<\/h4>\n                        <p><p>Microsoft Teams, CallTower<\/p>\n<\/p>\n                    <\/div>\n                            <\/div>\n        \t<\/div>\n<\/section>\n\n\n\n<section class=\"content page-block\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"body-content\">\n\t\t\t<h3>Support and customer experience challenges drive cloud-calling upgrades<\/h3>\n<p>Carrollton Bank prides itself on best-in-class financial and customer service. They have been providing commercial financial services in the southwest Illinois and the St. Louis areas for nearly 150 years. When the bank\u2019s phone system couldn\u2019t keep up with customer service demands, CIO Brenda Emerson knew it was time for a change.<\/p>\n<p>The bank\u2019s existing cloud-calling setup had limited telecom support, scalability challenges due to aging hardware, and expensive re-licensing fees.<\/p>\n<p>Long-time AVI-SPL partner Fran Culbertson helped Emerson explore a modern cloud-based voice solution that could grow with the bank\u2019s customer-first mission.<\/p>\n<h3>Finding a future-ready cloud-calling solution with AVI-SPL<\/h3>\n<p>Culbertson and AVI-SPL professional services experts Mike Schrock and John Bantner assessed Emerson\u2019s pain points and goals.<\/p>\n<p>Mike Schrock, AVI-SPL Sr. Solutions Architect, shared, \u201cI hosted calls with Brenda and her team to examine their current state, features, challenges, and what they would like in a new phone system.\u201d<\/p>\n<p>Schrock, Bantner, Culbertson, and Emerson collaborated closely to tailor a solution for Carrollton Bank.<\/p>\n<p>\u201cFran and team really helped me evaluate the value of different cloud-calling solutions,\u201d said Emerson.<\/p>\n<p>Given Emerson\u2019s needs and goals, a Microsoft Teams Phone solution quickly emerged as the ideal fit.<\/p>\n<p>\u201cIn our consultative process, we discovered the team was using the Microsoft Teams desktop platform for chat and team presence awareness,\u201d said Culbertson. \u201cIt made sense to transition to Teams Phone.\u201d<\/p>\n<p>Additionally, Schrock quickly identified SMS text and cloud fax as essential tools for Carrollton Bank&#8217;s regulatory compliance and customer communication requirements.<\/p>\n<p>Considering SMS text and cloud fax, Schrock proposed Microsoft Teams-certified options, including CallTower\u2019s Operator Connect for Microsoft Teams.<\/p>\n<p>Ultimately, Carrollton Bank selected the CallTower solution to pair with Microsoft Teams Phone.<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"image-text-new page-block image-text-new--sm image-text-new--r image-text-new--dark\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"image-text-new__image\">\n\t\t\t\t\t\t\t<div class=\"image-text-new__image__wrap\">\n\t\t\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"1428\" height=\"911\" src=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Why-Operator-Connect-for-Microsoft-Teams.png\" class=\"attachment-full size-full\" alt=\"Why Operator Connect for Microsoft Teams?\" srcset=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Why-Operator-Connect-for-Microsoft-Teams.png 1428w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Why-Operator-Connect-for-Microsoft-Teams-300x191.png 300w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Why-Operator-Connect-for-Microsoft-Teams-1024x653.png 1024w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Why-Operator-Connect-for-Microsoft-Teams-768x490.png 768w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Why-Operator-Connect-for-Microsoft-Teams-125x80.png 125w\" sizes=\"auto, (max-width: 1428px) 100vw, 1428px\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"image-text-new__text\">\n                                    \t<div class=\"body-content\">\n                \t<h3>Why Operator Connect for Microsoft Teams?<\/h3>\n<h4>Familiarity<\/h4>\n<p>Microsoft Teams is a widely adopted platform in many organizations. Since Carrollton Bank employees are already familiar with the platform, managing change remains simple and stress-free.<\/p>\n                <\/div>\n                                            <\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"image-text-new page-block page-block--padding-no-top image-text-new--sm image-text-new--dark\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"image-text-new__image\">\n\t\t\t\t\t\t\t<div class=\"image-text-new__image__wrap\">\n\t\t\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"1217\" height=\"902\" src=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-3-crop.png\" class=\"attachment-full size-full\" alt=\"Carrollton Bank Solution Flexibility\" srcset=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-3-crop.png 1217w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-3-crop-300x222.png 300w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-3-crop-1024x759.png 1024w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-3-crop-768x569.png 768w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-3-crop-125x93.png 125w\" sizes=\"auto, (max-width: 1217px) 100vw, 1217px\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"image-text-new__text\">\n                                    \t<div class=\"body-content\">\n                \t<h4>Features<\/h4>\n<p>CallTower\u2019s Operator Connect solution seamlessly integrated Microsoft Teams with the SMS text and cloud fax capabilities Carrollton Bank required.<\/p>\n<p>This enhancement allows the bank to meet regulatory compliance and communicate easily with staff, customers, and other stakeholders.<\/p>\n<h4>Flexibility<\/h4>\n<p>The Microsoft Teams &#8211; CallTower solution also allows employees to support clients without desk phones. The Teams Phone soft client enables employees to support clients from home, the office, or on the go, using a PC or mobile device.<\/p>\n<p>\u201cAnother part of CallTower\u2019s Microsoft Teams solution Carrollton Bank liked is its failover features,\u201d Schrock said. \u201cIn the unlikely event Microsoft Teams goes down, IT can transfer numbers to user phones.\u201d<\/p>\n                <\/div>\n                                            <\/div>\n\t<\/div>\n<\/section>\n\n\n\n\n\n<section class=\"content page-block\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"body-content\">\n\t\t\t<h3>Managing a seamless migration to CallTower<\/h3>\n<p>Upon approval, AVI-SPL services teams led the transition to CallTower.<br \/>\nAVI-SPL Project Management Manager Jenna Sanders facilitated working sessions with CallTower and Carrollton Bank to ensure a stress-free migration.<\/p>\n<p>\u201cThis project could not have gone smoother,\u201d said Sanders.<\/p>\n<p>AVI-SPL deployment teams ensured Carrollton Bank environments were voice-enabled, connected to Microsoft and CallTower, and that phone numbers were successfully ported.<\/p>\n<p>CallTower\u2019s Senior Director of Global Alliances, Bryan Green, praised the collaboration, \u201cWe are a PSTN provider. And [AVI-SPL] has a deep bench of experienced engineers. They understand [CallTower\u2019s] product. When you combine the PSTN and AVI-SPL professional services, it cuts through the clutter.\u201d<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"image-text-new page-block page-block--padding-no-top image-text-new--sm image-text-new--r\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"image-text-new__image\">\n\t\t\t\t\t\t\t<div class=\"image-text-new__image__wrap\">\n\t\t\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"1903\" height=\"903\" src=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-6.png\" class=\"attachment-full size-full\" alt=\"Carrollton Bank - Results\" srcset=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-6.png 1903w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-6-300x142.png 300w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-6-1024x486.png 1024w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-6-768x364.png 768w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-6-1536x729.png 1536w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Carrollton-Bank-image-6-125x59.png 125w\" sizes=\"auto, (max-width: 1903px) 100vw, 1903px\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"image-text-new__text\">\n                        \t<h3 class=\"h3\">Results: Flawless adoption, standardized communication, and elevated client support<\/h3>\n                                    \t<div class=\"body-content\">\n                \t<p>\u201cI\u2019ve been adopting new phone systems since 1999,\u201d Emerson said. \u201cThis was literally the best I have ever had. It&#8217;s great to see how technology has improved \u2013 it&#8217;s simply an amazing experience all around.<\/p>\n                <\/div>\n                                            <\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"image-text-new page-block page-block--padding-no-top image-text-new--sm\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"image-text-new__image\">\n\t\t\t\t\t\t\t<div class=\"image-text-new__image__wrap\">\n\t\t\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"1859\" height=\"914\" src=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Managing-a-seamless-migration-to-CallTower.png\" class=\"attachment-full size-full\" alt=\"Managing a seamless migration to CallTower\" srcset=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Managing-a-seamless-migration-to-CallTower.png 1859w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Managing-a-seamless-migration-to-CallTower-300x147.png 300w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Managing-a-seamless-migration-to-CallTower-1024x503.png 1024w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Managing-a-seamless-migration-to-CallTower-768x378.png 768w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Managing-a-seamless-migration-to-CallTower-1536x755.png 1536w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/05\/Managing-a-seamless-migration-to-CallTower-125x61.png 125w\" sizes=\"auto, (max-width: 1859px) 100vw, 1859px\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"image-text-new__text\">\n                                    \t<div class=\"body-content\">\n                \t<p style=\"xmargin-top: -1em !important;\">Employees quickly adapted to Microsoft Teams Phone, taking full advantage of its mobile-friendly features. CT Text SMS services and CT Cloud Fax solutions allowed Carrollton Bank to stay current with regulatory standards while improving efficiency.<\/p>\n<p>Access to Microsoft Teams, text, and fax simplified communication across branches and enhanced the bank\u2019s signature customer experience.<\/p>\n<p>\u201cWe are over 40 days into the transition. Everybody has been really responsive,\u201d Emerson noted.<\/p>\n<p>Considering a <a href=\"https:\/\/avispl.mx\/solutions\/voice-cloud-calling\/\">cloud calling<\/a> or <a href=\"https:\/\/avispl.mx\/solutions\/contact-centers\/\">contact center<\/a> upgrade? Our voice experts and professional services teams are ready to help you find and customize a solution that grows with your organization. Let\u2019s chat about how we can make your transition as simple as Carrollton Bank\u2019s. <a href=\"https:\/\/avispl.mx\/contact-us\/\">Reach out to us today!<\/a><\/p>\n                <\/div>\n                                            <\/div>\n\t<\/div>\n<\/section>\n\n\n","protected":false},"featured_media":13737,"template":"","class_list":["post-13736","case-study","type-case-study","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Carrollton Bank MS Teams Phone Case Study<\/title>\n<meta name=\"description\" content=\"Carrollton Bank and AVI-SPL customize a Microsoft Teams Phone solution to elevate employee and customer communication.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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