How Juva simplified complex multi‑entity customer communication in Microsoft Teams

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: Users reportvery few platform-related issues, service tickets typically relate to working practices rather than problems in the underlying system.
• Complex routing successfully automated: Juva implemented a single solution supporting multiple business entities (reception + several contact centers), including priority handling and overflow routing aligned with operational realities. Without requiring additional tools.
• Rapid transition without downtime: A weekend migration ensured continuity. Calling worked immediately from day one and incremental adjustments were handled after go-live.
• Lower costs through a Teams-native solution: Cost was an important selection factor compared to alternatives. Remaining within Microsoft365 and Teams simplified licensing, governance and day-to-day administration.
• Foundation for improved reporting and quality assurance: With CRM integration and recording in place, Juva is evaluating enhanced reporting and analytics to further improve SLA monitoring and coaching.

“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.