How Operators Cut Teams Phone Support Costs by ~80% — and Unlock the SMB Market

For many operators, onboarding or changing a Teams Phone customer can take half a day or more, often requiring senior engineers working directly in the Teams Admin Center. That model works — but it’s slow, costly, and difficult to scale.

The result? Many operators quietly avoid smaller customers altogether. Not because demand isn’t there, but because the cost-to-serve wipes out the margin.

At Haptap, we consistently see operators reduce Teams Phone operational support costs by around 80% using Haptap Call Manager alone — before adding upcoming advanced services like configuration management.

This isn’t just a time-saving story.

Our Partners tell us that with Call Manager, tasks that once took half a day are typically completed in around half an hour. More importantly, those tasks no longer require scarce, expensive specialists.

What actually changes

Call Manager shifts the operating model:

• Onboarding and changes are automated and standardised

• L1/L2 teams can handle work that previously required senior engineers

• Outcomes are consistent across customers and tenants

That creates a structural reduction in cost-to-serve, not just faster workflows.

Why this unlocks the SMB opportunity

When delivery becomes fast, predictable, and repeatable:

• Smaller customers become economically viable

• Operators can serve the massive SMB market without linear headcount growth

• Customers experience faster onboarding, quicker fixes, and more responsive service

Customers don’t see automation — they see a provider that delivers results quickly and reliably.

Haptap Call Manager lays the foundation for profitable, scalable Teams Phone services. On top of that, operators can add advanced capabilities — but the biggest shift comes from fixing the operating model first.