A large and important segment of the workforce has been poorly served by technology to date.  These are the more than two billion First Line Workers worldwide, who work in roles that make them the first point of contact between a company and its customers or products.  First Line Workers comprise the majority of the global workforce and play a critical role in the global economy.

A recent study commissioned by Microsoft has identified that despite being the majority of the global workforce, First Line Workers (FLW) are poorly served by existing corporate solutions and digital transformation.  When surveyed, 50% of management users believe that their first line staff have adequate access to technology, this contrasts with only 23% of FLW who believe they have access to the correct tools. This indicates not only a lack of access for first-line staff, but also a disconnection between senior management and a key element of their business.

Feedback from First Line Workers indicates that almost 80% are bought into the idea of using more technology to improve performance and customer experience, however, the vast majority of this section of the workforce report they do not have the appropriate environment to facilitate this.



44% of the workers surveyed identified they had access to a company mobile device, and 35% identified access to a laptop, PC or Tablet.  A significant proportion of First-Line Workers have access to at least one device which would allow them to better access resources and information, however these devices are either not being utilised properly, or the information required is not available to the worker in this form. Better usage of existing hardware, as well as investment in digital transformation, are required to address this problem.

A significant shift in approach offers massive opportunity to drive efficiencies and improve customer experience, in addition to increasing worker satisfaction.  The most sought-after feature requirements from First Line Workers include:

  • Team Collaboration (46%)
  • Increased interaction with team members and management (42%)
  • Central integration of information sources (32%)
  • Remote access to applications and data (27%).



Based on the issues described, in conjunction with the most popular feature requirements, Microsoft Teams is deemed an excellent platform to improve First Line Worker's ability to collaborate, access to data, and overall user experience.

Leveraging the existing Microsoft Office 365 ecosystem it is possible to unlock the value of existing content, in addition to empowering First Line Workers to collaborate and create new resources.  

Microsoft Teams is a platform-independent solution meaning it can be accessed at any time, by almost any device.

Some practical examples that address the most commonly requested features include:

  • Create a Digital Assistant to assist First Line Workers in answering common queries and identify common queries without an established answer to generate collective knowledge.
  • Enable teams to engage in a digital workspace to create, share and collaborate on documents, in addition to chatting in real-time via text, audio, video call or conference call.
  • Surface existing documentation and information from existing data locations and target to relevant people and groups.
  • Allow senior staff direct and immediate access to any individual or team.
  • Integration of data sources to a central location via Tabs or API.
  • Foster collaboration between different departments that may not traditionally interact or share data.

Microsoft Teams is one exciting offering within the Office 365 proposition; if you would like to discover what Office 365 can do for your business, why not contact us to speak with our team?