City of Beringen: Modern telephony for 200+ employees via Microsoft Teams
The city of Beringen was struggling with an outdated telephone exchange that was costly to maintain and offered limited flexibility. With more employees working in a hybrid model, …
Sven Antonissen | 365 Angels
Chief Angel
200+
Medewerkers
40%
Kostenbesparing
3 maanden
Implementatietijd
95%
Gebruikerstevredenheid
The challenge
The city of Beringen was struggling with an outdated telephone exchange that was costly to maintain and offered limited flexibility. With more employees working in a hybrid model, 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 work, 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 routing for various departments. The implementation occurred in phases to ensure service continuity, with intensive training for all employees and IT staff.
The results
Within 3 months, the entire organization switched to Teams Telephony. Employees can now make and receive calls from any location using the same number. The IT department saves time monthly as management is entirely done through the Teams Admin Center. The municipality achieves a 40% cost reduction on telephony and has the flexibility to quickly add new employees or departments. Employee satisfaction has significantly increased due to the user-friendliness and integration with other Microsoft 365 tools. Through Teams Insight, the Customer Contact Center (KCC) has immediate insight into the call queues of the various specialized teams. When we have a citizen on the line, we already know if we can connect them with the respective specialized team. If we see that the specialized team is already engaged or not available, we immediately create a callback request. If a colleague from the specialized team is available for phone calls, we transfer directly.
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
Sven Antonissen is Chief Angel bij 365 Angels en een gepassioneerde Microsoft 365-consultant met diepgaande expertise in cloud-transformatie en organisatorische digitalisering. Met zijn specialisatie in Teams, SharePoint en Power Platform helpt hij organisaties hun volledige potentieel uit de Microsoft 365-suite te benutten. Sven combineert technische kennis met een praktische benadering, waardoor complexe implementaties laagdrempelig en resultaatgericht worden uitgevoerd. Voor zijn klanten betekent dit niet alleen een naadloze technische omstelling, maar ook een duurzame cultuurverandering richting efficiëntie en samenwerking.
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