DKM Customs belt across the 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 i…
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 in no way connected to the modern workplace. This is how the 365 Angels came into contact with Cats & Dogs, the supplier 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 present, driven by a test earlier in 2024. This setup was created in collaboration with the infrastructure partner Cats & Dogs. As a result, the functional value was quickly delivered. In the Analysis phase, we mapped out the call flows for the different countries and departments (import, export, and administration). We chose a pleasant English voice for the messages and soothing music for waiting times. The engineers at 365 Angels built the environment behind the scenes in the Teams Admin Center, and the phone numbers were converted into call plans and prepared for porting to Operator Connect. In the Change phase, user instructions were given simultaneously with the porting of the phone numbers. Where the phones connected to the old telephone switchboard fell silent, the Teams clients rang.
The results
In collaboration with Cats & Dogs and 365 Angels, both parties demonstrate that clients like DKM Customs can shut down their telephone exchange. Teams Telephony builds on the Azure Virtual Desktop modern workspace and adds telephony with the outside world 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.
More success stories
Other client cases
City of Beringen: Modern telephony for 200+ employees via Microsoft Teams
City Beringen struggled with an outdated telephone system that was costly to maintain and offered limited flexibility. With 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.
Understanding 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.
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 scalably. Additionally, OVAM sought 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