How Decobu improved client response time and built a scalable communication systemwith HelloTeams
Decobu is an Australian-owned building services engineering consultancy specialising in mechanical, electrical, hydraulic and fire systems. They were facing major delays in client communication and project approvals across regions due to engineers juggling multiple devices and platforms.
HelloTeams enabled Decobu to streamline everything into one communications system, letting engineers be reached directly by clients, eliminating multiple phones, integrating voice into Teams, and empowering the business to scale internationally with confidence.
Client
Decobu
Website
What we did for Decobu
- Enable seamless collaboration between local and offshore engineering teams.
- Ensure clients can directly reach engineers for quick revisions and updates.
- Improve responsiveness and customer satisfaction through faster communication.
- Prepare a scalable telephony foundation to support business expansion across locations.
- Implemented Microsoft Teams Phone to centralise internal and external communications.
- Enabled direct client-to-engineer calling, improving turnaround time for project revisions.
- Deployed HelloTeams’ managed Teams Calling setup, providing enterprise-grade reliability and support.
- Ensured flexibility for future expansion to other offices and user groups.
- Faster project resolution and more direct collaboration with clients.
- Significant improvement in client satisfaction due to easier communication channels.
- Reduced communication bottlenecks and improved visibility across teams.
- A scalable foundation for future expansion into other states or global offices.
With HelloTeams, our clients can now reach our engineers in the Philippines directly. It’s made communication much faster and reduced the turnaround time for urgent design changes.
Christian Tillo
IT Manager, Decobu
The Problem
Decobu, a building services engineering consultancy operating across Australia and the Philippines, struggled with slow and fragmented client communication. Project engineers relied on multiple devices and external platforms to coordinate with clients, which caused delays, missed messages, and longer project approval times.
Without a unified calling system, clients couldn’t reach engineers directly for urgent revisions or design changes. This created frustration on both sides. Clients had to wait for updates to filter through internal channels, and engineers faced constant communication bottlenecks.
As Decobu continued to grow, the business needed a secure, scalable solution to connect teams and clients in real time, all without adding extra hardware, IT load, or complexity.
The Solution
Decobu wanted to simplify and unify its communication systems to support both local and offshore teams. With HelloTeams, the setup took less than 15 minutes, allowing engineers to make and receive client calls directly through Microsoft Teams while keeping their existing business numbers.
The new setup eliminated the need for separate devices and external platforms, enabling clients to instantly connect with engineers for urgent revisions or project updates. All communications are now tracked within Teams, giving Decobu full visibility and control over call activity without additional IT overhead.
By consolidating communication through HelloTeams, Decobu reduced operational complexity, saved time, and improved client satisfaction, all while building a scalable foundation for future growth.
This is actually the second company where I’ve used HelloTeams. The setup and support have always been smooth and reliable. Everything just works, and the team is quick to help whenever needed.
Christian Tillo
IT Manager, Decobu
The Outcome
Since implementing HelloTeams, Decobu has significantly improved communication efficiency between clients and engineers. Clients can now reach technical teams instantly, reducing approval and revision turnaround times from days to hours.
The unified Teams Phone setup has streamlined communication, removed device clutter, and improved overall responsiveness. Engineers now spend less time managing calls and more time delivering quality design solutions.
The result is a faster, more connected workflow that supports Decobu’s continued growth, helping the business deliver projects more efficiently while maintaining its reputation for precision and reliability.
HelloTeams allows us to respond to client needs faster and collaborate more effectively across time zones. It’s a system I’d recommend to any business working with offshore teams.
Christian Tillo
IT Manager, Decobu
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