Key Highlights:
- User-led communities provide peer validation and shared learning that goes beyond traditional vendor relationships
- Organizations can save months of trial and error by tapping into collective community knowledge
- The Mitel User Group (MUG) serves as a global network connecting customers across diverse regions
- Collaborative vendor relationships enable customers to directly influence product roadmaps
- Hybrid UC solutions must balance integration, consistency, and seamless user experience
In today’s complex communications landscape, technology leaders face mounting pressure to deliver seamless experiences while managing diverse user populations, legacy systems, and tight budgets. But there’s a powerful resource that often goes underutilized: user-led communities.
On a recent episode of the K&Co Tech Podcast, I sat down with Cas Rangel, CIO and CTO of Building Products, Inc. (BPI), who also serves as president of the Mitel User Group board. Our conversation revealed why customer-driven communities have become essential for organizations navigating modern communications challenges.
Watch the full episode here:
Beyond the Vendor Relationship
When I asked Cas what value a customer-driven community provides over simply working directly with a vendor, his answer was illuminating. User-led communities give customers a voice not just in support tickets, but in shaping the future of products they use every day.
“It’s about shared learnings, honest conversations, and peer validation,” Cas explained. “You talk to others who share the same challenges and see what works and what doesn’t. That’s a different level of value than you get in a one-to-one vendor relationship.”
This distinction matters. While vendors can provide technical support and product information, only peers who’ve walked the same path can offer real-world validation of approaches, warn about pitfalls they’ve encountered, and share creative solutions developed in the field.
Real Results from Community Connections
The benefits aren’t just theoretical. Cas shared a concrete example of how MUG membership directly helped BPI solve a critical business challenge.
“We connected with other members who had gone through a transition we were going through, and we shared technical documentation and got direct feedback from Mitel engineers,” he recalled. “It really saved us months of trial and error and gave us confidence in our migration plan.”
This kind of knowledge transfer is invaluable. BPI, which serves the Midwest from Canada to Kansas and from Wisconsin to Montana, conducted extensive due diligence before their migration, interviewing over 65 vendors. Yet it was the community insights that ultimately gave them the confidence to move forward successfully. That’s a pretty resounding thumbs up for the power of community when making buying decisions.
Collaborative, Not Confrontational
One concern vendors might have about user groups is whether they become breeding grounds for complaints. Cas was quick to address this misconception.
“It’s really overwhelmingly collaborative,” he said. “We have tough conversations, but that’s part of being honest with each other. Mitel engages with MUG as a trusted extension and doesn’t shy away from hearing what’s not working.”
BPI’s experience as the first U.S. users of a new piece of Mitel equipment exemplifies this collaborative dynamic. While they encountered challenges, Mitel responded with fixes and improvements within days because they were listening. As Cas put it, “Listen and improve” is the key.
Solving Modern Communications Challenges
In his dual role as CIO and CTO, Cas faces the same challenges many technology leaders confront: balancing integration and consistency across a diverse user base while managing legacy systems alongside modern solutions.
“Our biggest challenge today is around integration and consistency,” he explained. “We have a diverse user base from office staff to field teams, and they all want seamless, reliable communication. Our goal is to create a unified experience without adding unnecessary complexity.”
Mitel’s hybrid approach has been crucial for BPI, allowing them to maintain on-premises systems in some locations while moving to cloud-based solutions in others. This flexibility has enabled cost reductions while maintaining reliability and uptime across their geographically distributed operation.
What Makes a True Partner
When evaluating technology vendors, Cas looks for more than just good products. “A good partner understands your business outcomes, not just technical requirements,” he said. “They listen, adapt, and are in it for the long haul. Vendors sell you a product. Partners help you succeed.”
He emphasized the importance of transparency, shared vision, and a willingness to co-create solutions. The value of having a vendor who proactively reaches out with innovations and improvements, rather than one you only hear from during contract renewals, cannot be overstated.
The Bottom Line
When I asked Cas to give advice to someone considering MUG membership, his response captured the essence of why these communities matter:
“It’s not just about getting access to information. It’s about joining a network of people who care about making communication better. You’ll find support, insights, and direct access to Mitel’s roadmap. If you want to have a real voice shaping the tools your business depends on, MUG is where that happens. It’s not just valuable, it’s essential.”
In an era where technology decisions can make or break organizational effectiveness, the power of peer networks, collaborative vendor relationships, and community-driven innovation cannot be ignored. User-led communities aren’t just a nice-to-have—they’re becoming essential for organizations that want to stay ahead of the curve.
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About the Mitel User Group: The next MUG event will be held in Omaha on April 8, 2026, and is free to attend. Check here for more information and the opportunity to join the Mitel User Group.
This post was originally published on LinkedIn.
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