How Uhlmann replaced Unify with Salesforce-connected Teams calling and ROGER365.io

About Uhlmann Pac-Systeme

Uhlmann Pac-Systeme builds the machines that package the world's medicines. Founded in Laupheim in 1948 by Josef Uhlmann, it grew from precision moulds into a global B2B systems provider for pharmaceutical packaging, from blister and bottle lines to cartoners and end-of-line systems. Still family-led and headquartered in Laupheim, the Uhlmann Group employs around 2,600 people, roughly 1,700 of them in Laupheim, with subsidiaries across 18 countries. More than 8,000 Uhlmann machines run in pharma plants worldwide. Its IT runs on Microsoft, with about 2,000 users on Azure and Microsoft 365.

The Challenges

Uhlmann had a clear task: retire its ageing Unify telephone system for good. The company already ran on Microsoft, with around 2,000 users on Azure and Microsoft 365, so the replacement had to fit that world. The goal was modern, hardware-free telephony, ideally built entirely on Microsoft Teams. It quickly became clear that standard Teams was not enough for a company of Uhlmann's size. On its own, Teams lacked the Salesforce connection, the call flows, queues, and agent overviews, the supervisor features, the reporting for specialist departments, and the special setups its helpdesk and service hotline needed. In short, Uhlmann needed more than a phone in Teams. It needed contact center capability that could carry real business processes, from IT helpdesk to service hotline, without adding a separate platform or a rack of hardware to maintain. The company wanted to cut complexity and cost, keep everything inside its Microsoft environment, and end its dependence on legacy telephony equipment.

“Our Unify phone system had reached the end of the road, and standard Teams could not give us the queues, supervisor views, and Salesforce integration a company of our size needs.” - Uhlmann Pac-Systeme

The Solution

Uhlmann chose the ROGER365.io Contact Center as the extension its Teams setup was missing, adding contact center features and real-time Salesforce data directly inside Microsoft Teams. Pfalzcloud, a ROGER365.io partner, ran the project with a deliberately pragmatic approach. It began with a proof of concept, testing real cases from the IT helpdesk and service hotline early. Then it worked through the requirements team by team and built a fully Microsoft-centred target architecture: the Unify system switched off, all phone hardware removed, and everything consolidated on Teams and ROGER365.io.

The build covered Direct Routing and Operator Connect, a Salesforce Custom Connector, a PowerApp for service processes and reporting, and the contact center features the departments needed, including queues, call flows, supervisor views, live monitoring, and reporting. Pfalzcloud implemented each function alongside Uhlmann, matched to how the departments actually work. A core goal was independence: Pfalzcloud trained Uhlmann's administrators, documented the configuration, and handed over full control, so Uhlmann now runs and adapts the platform itself.

The Results

The outcome is a clean break from the old world. Uhlmann has retired its Unify system entirely and removed every piece of phone hardware, replacing it with modern, cloud-based telephony that lives inside Microsoft Teams. Salesforce is integrated, so customer data appears in real time on a call, and the full contact center toolkit, queues, call flows, supervisor views, and live monitoring, now runs in Teams for the helpdesk and service hotline. Because everything sits in one Microsoft environment instead of a separate telephony stack, the cost of running telephony is significantly lower, and there is no proprietary hardware left to maintain or refresh. Reporting gives the specialist departments the numbers they need. Just as important, Uhlmann's own trained administrators can get started and adapt the system as requirements change, without waiting on a vendor. The architecture is future-proof and scales with the business.

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“We now run modern, cloud-based telephony fully inside Microsoft Teams, with no hardware to maintain, lower complexity and cost, and a system our own team administers.” - Uhlmann Pac-Systeme

Lessons Learned

Uhlmann's project offers a clear playbook. Start with a proof of concept on real cases, here the IT helpdesk and service hotline, so value is proven before the rollout. Work out the requirements with each department rather than for them, so every queue and call flow matches daily work. And plan the handover from day one: train your own administrators and document the configuration, so the system is yours to run, not the vendor's. The pragmatic, step-by-step path is what made a full telephony replacement feel low-risk.

The Future

With full control of the platform, Uhlmann can keep evolving it without a vendor in the loop. The Microsoft-centred architecture leaves room to extend contact center features to more departments, deepen the Salesforce and PowerApp integrations, and add channels beyond voice as needs grow. Microsoft Teams stays the foundation, with Power Platform automating service processes and reporting, and AI ready to add transcription, summaries, and smarter routing as those capabilities mature. Because the platform is cloud-based and scales on demand, Uhlmann can adapt quickly as the business changes.

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