Understanding telephony behavior and availability with Clobba
The municipality of Sittard-Geleen needed more control over telephone behavior and accessibility, particularly within the Customer Contact Center (KCC). Functional administrators l…
Karen Nijssen | 365 Angels
Projecten & Processen
1250
Aantal medewerkers
150
Aantal Call Queues
The challenge
The municipality of Sittard-Geleen needed more control over telephone 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, wait times, and accessibility. The approach was pragmatic, human-centered, 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 specialist teams. These call groups ensure that citizens can contact the right departments by phone, either directly or via the KCC.
The results
Thanks to Clobba, the municipality now has reliable management information. Functional administrators can respond more quickly and effectively to questions from the organization. The KCC uses the insights to improve processes and increase accessibility. Management teams also now have access to reports that assist in strategic decision-making regarding customer contact.
Consultants involved
Written by
Karen Nijssen
Loading...Business Operations Manager
<div style="line-height: 20px;"><p style="">Karen brengt structuur, overzicht en verbinding. Als Business Operations Manager zorgt ze ervoor dat klanten, collega’s, processen en projecten goed op elkaar afgestemd zijn. Ze houdt het overzicht, bewaakt de samenhang en zoekt continu naar manieren om slimmer en efficiënter samen te werken.</p><p style="">Met haar pragmatische aanpak vertaalt ze ideeën en uitdagingen naar concrete acties. Daarbij combineert ze haar commerciële feeling en klantgerichtheid met een sterke focus op de interne werking van 365 Angels. Van sales en klantopvolging tot projecten, processen en facturatie: Karen helpt ervoor te zorgen dat alles achter de schermen klopt, zodat het team vooruit kan en klanten krijgen wat ze nodig hebben. Ze luistert eerst, stelt de juiste vragen en brengt vervolgens mensen en oplossingen bij elkaar. </p></div>
More success stories
Other client cases
City of Beringen: Modern telephony for 200+ employees via Microsoft Teams
City of Beringen faced 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.
DKM Customs across borders
Available by phone for all employees in Belgium, the Netherlands, England, Morocco, and Bulgaria via the Teams platform. The old telephone exchange 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!
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 assist citizens faster, more personally, and in a scalable manner. Additionally, OVAM was looking for 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