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From On-Prem Headaches to Hybrid Harmony: How the Archdiocese of Washington Unified Communication and Security with XTIUM

Reliability, flexibility, and security—built for mission-driven IT.

Industry

Nonprofit / Religious Organization

Challenge

Legacy on-premises phone system drained IT resources and lacked flexibility for hybrid work.

Result

A secure, scalable UCaaS environment combining Microsoft Teams and SIP telephony under one roof.

Key Product

XTIUM Unified Communications (UCaaS) with Teams integration

Value

Flexibility, compliance, and peace of mind for a lean IT team

“Business as usual—anywhere.”

Staff continued working seamlessly during building disruptions.

“Minutes, not days.”

Support requests handled faster through XTIUM’s managed services team.

“Zero downtime migration.”

Flawless number porting and rollout during the pandemic.
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A Partner Who Delivers Every Time

“You’re truly an extension of my IT team. It’s more hands and more eyeballs looking at the issues, which means we can react a lot faster than we could before.”

Michael Wilson, Executive Director of IT & Chief Security Officer, Archdiocese of Washington

Serving a Mission That Never Stops

The Roman Catholic Archdiocese of Washington (ADW) is one of the largest dioceses in the United States, encompassing more than 90 parishes, schools, and ministries. The Archdiocese’s administrative offices support roughly 5,000 employees and serve a diverse community through education, outreach, and faith-based programs across the DC metro region.

Behind the scenes, a small IT team ensures that staff and ministries can stay connected. But the aging on-premises phone system had become a growing liability—costly to maintain, prone to failure, and unable to support the flexibility modern operations required.

“When I arrived, I realized running a phone system wasn’t our core function,” said Michael Wilson. “Our core function is to utilize it.”

The challenge came to a head when the legacy PBX failed completely. Temporary fixes kept phones ringing, but it was clear the Archdiocese needed a more sustainable and secure approach.

 

 

Why XTIUM: One Partner, Many Wins

When Wilson began evaluating options, he was drawn to providers that could deliver both technical excellence and partnership. After considering several UCaaS solutions, XTIUM emerged as the clear choice.

“The platform was robust. The folks I dealt with were excellent. The migration itself was fantastic,” Wilson shared. “I can’t say enough about the onboarding process.”

XTIUM’s unified communications platform offered exactly what the Archdiocese needed: a blend of Microsoft Teams and SIP telephony that allowed different user groups to choose the tools that fit their day-to-day work.

That flexibility proved critical. While some staff embraced Teams for messaging and mobility, others preferred traditional desk phones. XTIUM made it possible to support both—without adding complexity or disruption.

With compliance and auditability also top of mind, XTIUM’s ability to log communication metadata while protecting user privacy provided the assurance Wilson needed to move forward confidently.

“What would have been a complete and utter disaster was saved because the backend on your telephony product was sufficiently robust.”

 

Michael Wilson,
Executive Director of IT & Chief Security Officer, Archdiocese of Washington

Implementation: Seamless and Structured
A Smooth Rollout During Disruption

Migrating communications for a multi-location nonprofit during the height of COVID could have been complicated. Instead, XTIUM’s clear process and consistent communication made it straightforward.

“The migration team had a beautiful spreadsheet where everything was tracked,” Wilson recalled. “We met regularly, knew exactly where we were in the process, and the communication was excellent.”

Number porting and contract reviews took time, but the technical transition was seamless. Self-service training materials and structured classes helped traditional users adapt quickly.

From Hesitation to Adoption

Rolling out Teams initially met resistance. Some staff were enthusiastic; others wanted to stay with their old systems. When pushback grew, XTIUM’s account team moved quickly to adjust.

That adaptability not only preserved user satisfaction but built lasting trust in the technology.

“The ability to switch gears midstream without losing anything was fantastic. We were able to satisfy both groups of users with the same company on the same backend.”

 

Michael Wilson,
Executive Director of IT & Chief Security Officer, Archdiocese of Washington

THE RESULTS

A Reliable, Future-Ready Foundation

  • Business continuity in every scenario. When building issues closed offices, Teams users worked remotely with no downtime.
  • Simplified support and administration. XTIUM manages change requests quickly, freeing ADW’s IT staff to focus on mission-critical work.
  • Secure and compliant communications. SMS and call metadata are logged safely within the organization’s environment.
  • Flexible deployment for all user types. Teams and SIP coexist seamlessly, giving each department the tools they need.
  • Long-term partnership built on trust. XTIUM continues to support ADW’s evolving technology and security goals.
“I rely heavily on others who focus on their secret sauce in order to provide the services the organization needs in an efficient, cost-effective, timely manner. Using partners is always helpful, and I couldn’t do what I do if I didn’t have the support.”
Michael Wilson
Executive Director of IT & Chief Security Officer, Archdiocese of Washington
“The XTIUM team had the process dialed in. The communication and training were excellent. Organizational change management was the hardest part—but they made it easy.”
Michael Wilson
Executive Director of IT & Chief Security Officer, Archdiocese of Washington
“From a legal perspective, I want all communication to be logged, and that’s what you guys do really well.”
Michael Wilson
Executive Director of IT & Chief Security Officer, Archdiocese of Washington

“For the folks that were on Teams, it was business as usual. The fact that our main building was not able to be occupied didn’t make a difference.”

Michael Wilson
Executive Director of IT & Chief Security Officer, Archdiocese of Washington

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