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 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 were unable to substantiate 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, wait times, and accessibility. The approach was pragmatic, people-oriented, and tailored to the information needs of both the KCC and the business. The KCC of the municipality of Sittard-Geleen runs on Roger365, which ensures efficient integration with Microsoft Teams. The municipality has over 1600 employees and has set up 70 call groups in Teams for the various professional teams. These call groups ensure that citizens can contact the appropriate departments by phone, directly or via the KCC.
The results
Thanks to Clobba, the municipality now has reliable steering information. Functional administrators can respond more quickly and effectively to inquiries from the organization. The KCC uses the insights to improve processes and enhance accessibility. Management teams also now have access to reports that assist in making strategic decisions 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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