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Industry
Energy network company
Location
The Netherlands
Bitte beachten Sie, dass diese Inhalte mithilfe von KI übersetzt wurden. Trotz sorgfältiger Prüfung können automatische Übersetzungen kleinere Ungenauigkeiten enthalten, wie ungewohnte Fachbegriffe oder sprachlich nicht ganz flüssige Formulierungen. Vielen Dank für Ihr Verständnis.
Tenga en cuenta que estos contenidos han sido traducidos mediante inteligencia artificial. Aunque procuramos garantizar la mayor precisión posible, las traducciones automáticas pueden contener pequeñas imperfecciones, como el uso de términos poco habituales o frases que no suenen completamente naturales. Agradecemos su comprensión.
About Juva
Juva is the holding company behind Westland Infra Netbeheer, Anexo and Capturam and specialises in the transport of energy and related products and services. The organisation provides shared services such as IT, Finance, Procurement and Marketing to the operating companies.
The Challenges
Juva needed to reassess its telephony andcontact center solution. The previous solution had worked well, but price changes and the strategic choice for Microsoft Teams led to a reconsideration and selection of a new solution. A key requirement was the ability to support complex routing logic across multiple business entities, including different opening hours and priority handling for field engineers.
The Solution
Juva selected ROGER365.io Contact Center and Attendant Console, delivered by the Westland based ICT partner VTM. Together, the teams designed complex routing flows for the central reception and several contact centers. The migration was completed within a single weekend and proved stable immediately after go-live. Connected systems provide an in-call pop-up with customer information directly from Microsoft Dynamics 365 (CRM), while ClarifyGo enables call recording to support richer agent context and structured quality reviews.
The Results
- Stable operations with minimal disruption: Very few platform issues reported, support tickets relate to working practices, not system failures.
- Routing fully automated: One solution covers reception and multiple contact centers, with priority and overflow routing built in, no extra tools needed.
- Zero-downtime migration: A weekend cutover ensured full continuity; calling worked from day one with incremental adjustments handled post-go-live.
- Lower costs through a Teams-native solution: Staying within Microsoft 365 simplified licensing, governance, and day-to-day administration.
- Foundation for analytics: With CRM integration and call recording in place, Juva is evaluating enhanced reporting and SLA coaching tools.
“The deployment was very fast and went well. We hear very few complaints — and when we do, it’s usually about how people work, not the platform.” — Jeroen Gronsveld
Lessons Learned
- Define reporting and wallboard requirements early and clarify ownership of these requirements, as they strongly influence user perception in daily operations.
- Be clear about which functionality is available on day one and which will be delivered later in phases. Avoid committing before technical constraints are validated.
- Plan proactive adoption of new features. Share update demos and short instructional videos so new capabilities such as Agent Assist are actually used and deliver value.
Future Vision
Juva sees future potential in omnichannel capabilities such as WhatsApp, AI-assisted troubleshooting, conversation transcription to CRM, and Agent Assist for live call summaries. Each initiative will be evaluated based on cost-benefit analysis and data governance.
The guiding principle remains human-led service supported by AI, not replaced by it.
Ready to see how ROGER365.io and its partners can transform your customer communications? Book a demo and experience the future of customer engagement today.
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