Understanding telephony behavior and availability with Clobba
The municipality of Sittard-Geleen needed more control over telephony behavior and accessibility, particularly within the Customer Contact Center (KCC). Functional administrators l…
Marc van Aerde | 365 Angels
Project Angel
1250
Aantal medewerkers
150
Aantal Call Queues
The challenge
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 could not adequately support business inquiries with data.
The solution
365 Angels implemented Clobba as a reporting tool on top of Microsoft Teams. Together with functional management and the Information Management and ICT team, a dashboard was set up that provides direct insight into call volumes, missed calls, waiting times, and availability. The approach was pragmatic, human-centered, and aligned with the information needs of both the KCC and the business. The KCC of the municipality of Sittard-Geleen operates on Roger365, ensuring efficient integration with Microsoft Teams. The municipality has over 1600 employees and has set up 70 call groups in Teams for the different professional teams. These call groups ensure that citizens can contact the appropriate departments by phone, either directly or via the KCC.
The results
Thanks to Clobba, the municipality now has access to reliable management information. Functional administrators can respond to organizational inquiries more quickly and effectively. The KCC uses the insights to improve processes and increase accessibility. Management teams also now have access to reports that aid in strategic decision-making regarding customer contact.
Consultants involved
Written by
Marc van Aerde
Laden...Project Angel
Senior Microsoft 365 consultant met ruime ervaring in enterprise deployments en end-user adoption trajecten.
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