DKM Customs belt across borders
Being reachable by phone for all employees in Belgium, the Netherlands, England, Morocco, and Bulgaria via the Teams platform. The old telephone system was located in Belgium and w…
Danny Geboers | 365 Angels
Adoption Specialist
250
Medewerkers
5
Call Queues
1
Auto Attendants
Teams
Contact Center
The challenge
Being reachable by phone for all employees in Belgium, the Netherlands, England, Morocco, and Bulgaria via the Teams platform. The old telephone system was located in Belgium and was not connected to the modern workplace in any way. This is how the 365 Angels came into contact with Cats & Dogs, the provider of the modern workplace at DKM Customs. This workplace is designed with Azure Virtual Desktop and Microsoft 365 apps, including Microsoft Teams. How do we integrate all these components? 365 Angels to the rescue!
The solution
The conviction for Teams Telephony was already there, prompted by a test earlier in 2024. This setup was created together with infrastructure partner Cats & Dogs, which quickly delivered functional added value. In the Analysis phase, we mapped out the call flows of the different countries and departments (import, export, and administration). We chose a pleasant English voice for the messages and a melodious tune while waiting. The engineers from 365 Angels built the environment behind the scenes in the Teams Admin Center, converting phone numbers into call plans and preparing them for porting to Operator Connect. In the Change phase, the explanation to the users was done simultaneously with the porting of the phone numbers. Where the phones, linked to the old telephone exchange, fell silent, the Teams clients rang.
The results
With the collaboration between Cats & Dogs and 365 Angels, both parties demonstrate that customers like DKM Customs can turn off their telephone switchboard. Teams Telephony builds on the Azure Virtual Desktop modern workplace and adds external telephony to the already familiar Microsoft Teams environment. Keep calm and answer the phone
Consultants involved
Written by
Danny Geboers
Laden...Danny is een veranderaar in hart en nieren die organisaties helpt om Microsoft‑technologie écht te laten landen bij mensen. Met een stevige achtergrond bij Microsoft en als oprichter van Ixias, brengt hij strategie, adoptie en mensgericht verandermanagement samen tot duurzame impact. Zijn kracht ligt niet in de techniek alleen, maar in het slimmer laten samenwerken van mensen. Danny ziet dat veel Microsoft 365‑implementaties technisch kloppen, maar tekortschieten in gebruik, eigenaarschap en adoptie. Precies daar maakt hij het verschil: door de menselijke kant van verandering centraal te stellen en technologie ondersteunend te maken aan werkplezier en productiviteit.
View profileMore success stories
Other client cases
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, 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.
Insights into telephony behavior and accessibility with Clobba
The municipality of Sittard-Geleen needed more control over telephony behavior and accessibility, particularly within the Customer Contact Center (KCC). Functional administrators lacked insight into the use of Microsoft Teams telephony and were unable to substantiate business inquiries with data effectively.
From Tendfor KCC to Microsoft Teams Telephony with Dynamics 365 Contact Center
OVAM wanted to modernize its KCC environment. The existing Tendfor solution no longer met the desire to help citizens faster, more personally, and in a scalable way. Additionally, OVAM sought a closer integration with Dynamics 365 and a platform that intuitively supports employees and facilitates hybrid working.
Ready for your own transformation?
Let us help you with your digital transformation. Schedule a no-obligation conversation to explore the possibilities.
Schedule a meeting