In order to improve teamwork and collaboration across the business as it moved from a full-time office structure to most colleagues working from home, the Civil Aviation Authority (CAA) chose to transition from Skype for Business to Microsoft Teams. The switchover began in Q2 of 2020 and the organisation originally planned to allow employees to manage their own learning via video training and self-exploration. However, nine months following the initial rollout, CAA carried out a temperature check with its workforce to assess employee familiarity and confidence in using the system and received feedback that additional support would be necessary for full adoption. Having listened to and acknowledged the needs of its workforce, the business engaged Underscore to provide a tailored training programme to support its workforce with the switch.