If you missed the IT Expo 2025 session on “Boosting Margins with Microsoft 365 and Teams – The MSP Opportunity,” don’t worry—we’ve got you covered! This panel was packed with gold nuggets for MSPs (Managed Service Providers) and CSPs (Cloud Solution Providers) looking to make the most out of Microsoft 365 and Teams.
It all went down on February 12, 2025, from 12:00 PM to 12:45 PM at the Greater Ft. Lauderdale/Broward County Convention Center.
Hosted by Robert Galop from CPaaS Acceleration Alliance, the conversation dove into the real challenges (and opportunities) of selling Microsoft 365 and Teams—and how to turn them into serious revenue streams.
The panel featured some of the industry leaders who shared their insights and experiences on driving business growth through Microsoft 365 and Teams:
Meet the Panel:
💡 Rehan Khan – President and CEO of Acordis
💡 Matt Siemens – CEO of NUSO
💡 Eric Hernaez – CEO of Teammate Technology
💡 David Ansehl Jr. – VP of Sales & Marketing at Reinvent Telecom
Key Takeaways
Deployment Challenges – It’s Tricky
Integrating Teams into existing phone systems isn’t a simple, one-size-fits-all process.
Our very own CEO Eric, highlighted that migrating to Teams Phone often brings challenges with call transfers, queues, and permissions, which don’t always carry over seamlessly from legacy systems. Since every business configures its phone system differently, adjusting these features to work properly within Teams can be complex.
The key to success lies in thoroughly understanding your customer’s current setup and tailoring Teams to match their unique needs.
Change Management – Helping Customers Through the Process
Technical setup is one thing—getting the customer’s team to adopt the new system is another.
Eric stressed that MSPs and CSPs are key to guiding customers through setup, training, and support. Users often resist change, especially when familiar call flows and interfaces are replaced. Without proper onboarding, adoption can suffer.
Structured training, clear expectations, and responsive support are essential for a smooth transition. Setting realistic goals and addressing issues quickly helps build confidence and increases adoption.
High-Margin Bundles – Where the Money Is
If you want to boost profitability, bundling is the key.
Matt Siemens explained that combining Teams with UCaaS, compliance recording, and premium services can increase margins to as much as 40%. Adding Teams-certified compliance recorders makes the solution more valuable and harder for customers to walk away from.
Compliance is a major concern due to regulations like GDPR and CCPA. Customers need to control:
✔️ Who can access recordings
✔️ How long recordings are stored
✔️ What data is captured
Bundling compliance recording with premium analytics transforms a basic Teams setup into a high-value, end-to-end communications solution. Customers are more likely to stick with a provider that helps them stay compliant and provides deeper insights into their business operations.
Don’t just sell Teams—sell a complete communications and compliance package to maximize margins and customer retention.
The SME Opportunity – Simplifying Direct Routing
Direct routing with Teams isn’t just for large enterprises—there’s huge potential with small and medium-sized businesses (SMBs) too.
Eric highlighted that SMBs often lack the IT resources to handle complex Teams setups, which creates an opening for MSPs. By combining Netsapiens with Teammate Technology’s direct routing solution, SMBs get the best of both worlds:
✅ Teams for internal communication
✅ Traditional phone systems for external calls
This hybrid model is ideal for industries like manufacturing, where office staff use Teams while the factory floor relies on desk phones.
Opportunity: SMBs want a simple, flexible solution—offer a hybrid setup that works, and you’ll build long-term customer loyalty.
Want to learn more? Catch the full recording here and take your Microsoft 365 and Teams offering to the next level!
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