Calling in the cloud with Microsoft Teams
The phone system at Limburg.net receives and processes about 200 calls on an average day. That number tends to stay fairly stable, but can spike at certain times. There are usually more calls in December, for example, because that's when citizens are expecting their new waste collection calendar. Or whenever they send out a letter or press release, for example, the phone at Limburg.net sometimes gets flooded with calls.
To make their telecommunications as efficient as possible, we built a new system based on TendFor software and Microsoft Teams. Previously, customer service employees had to switch cables in the basement whenever they changed desks, now they only need their cloud application and a headset. Today, they can do their job from anywhere without hassle, with one simple click. And, from now on, employees can also work seamlessly from home. All the analog phones have since disappeared, except for a lone backup device.
“The new calling solution gives us a lot more flexibility. With the old system, it sometimes took us up to 6 weeks to change our welcome message. Now, that can be done instantly”, Ilse says. “Especially during peak hours, quick adjustments like this allow us to avoid loads of non-urgent calls, greatly reducing the workload of our phone operators.”But the migration to the cloud hasn't just enabled remote work; it's also generated a substantial financial benefit, Ilse adds: “By switching to Microsoft Teams, we now save € 40.000 a year.”
