City of Beringen: Modern telephony for 200+ employees via Microsoft Teams
City Beringen struggled with an outdated telephone system that was expensive to maintain and offered limited flexibility. With more and more employees working hybrid, there was a n…
Sven Antonissen | 365 Angels
Chief Angel
200+
Medewerkers
40%
Kostenbesparing
3 maanden
Implementatietijd
95%
Gebruikerstevredenheid
The challenge
City Beringen struggled with an outdated telephone system that was expensive to maintain and offered limited flexibility. With more and more employees working hybrid, there was a need for a modern telephony solution that worked seamlessly both in the office and at home. The existing infrastructure did not support mobile working, and adding new phone numbers was a time-consuming process.
The solution
365 Angels implemented Microsoft Teams Telephony with Operator Connect for the entire organization. All 200+ employees gained access to professional telephony directly from Microsoft Teams. We migrated all existing phone numbers to the new platform and configured smart call routes for various departments. The implementation took place in phases to ensure service continuity, with intensive training for all employees and IT staff.
The results
Within 3 months, the entire organization had transitioned to Teams Telephony. Employees can now make and receive calls with the same number from any location. The IT department saves time monthly as management is entirely handled through the Teams Admin Center. The municipality achieves a 40% cost saving on telephony and has the flexibility to quickly add new employees or departments. Employee satisfaction has significantly increased due to user-friendliness and integration with other Microsoft 365 tools. Through Teams Insight, the Customer Contact Center (KCC) has direct insight into the call queues of the various specialist teams. When we have a citizen on the line, we already know if we can transfer them to the relevant specialist team. If we see that the specialist team is already busy or not available at the moment, we immediately create a callback request. If a colleague from the specialist team is available for phone calls, we make a cold transfer.
What the client says
Onorthodox? Wellicht. Ons KCC is minimaal bemand met maximaal drie collega’s, we gebruiken geen dure contactcenter software en onze succesrate bij doorverbinden ligt boven de 95%
Consultants involved
Written by
Sven Antonissen
Laden...Chief Angel
Microsoft 365 en Modern Work specialist. Helpt organisaties het maximale uit hun Microsoft investering te halen.
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