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Industry
Retail and E-Commerce, fast-moving consumer goods, sustainable chocolate
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 Tony's Chocolonely
Tony's Chocolonely is more than a chocolate brand. The company has a clear mission: to end exploitation in the cocoa industry and make 100% slave-free chocolate the norm worldwide. The brand combines a recognisable, unequally divided chocolate bar with a serious agenda: traceable beans, long-term farmer relationships, and a higher reference price for cocoa farmers.
Founded in 2004 in Amsterdam, Tony's Chocolonely has grown from a Dutch startup into an international success story. With annual revenue growth of around 40% and expanding markets in Europe and the United States, the company is now a leading player in the global chocolate market. Behind that growth sits a strong technology foundation, with Microsoft 365 and the partnership with KonductIT and ROGER365.io playing a central role in how Tony's communicates with employees, suppliers, and customers.
The challenges
As Tony's Chocolonely grew across Europe and the United States, its communications could not keep pace. Telephony ran through separate contracts in different countries, and the monthly bill had climbed. The company wanted one international cost effective telephony solution that lived inside Microsoft Teams, not a patchwork alongside it. The bigger problem was customer service. Tony's treats customer contact as an extension of its brand, but its Chocofan Care team had no customer data at the start of a call. Agents worked without context, so every conversation began with the customer explaining who they were and what they had ordered. Salesforce held the answers, but it sat in another browser tab, three clicks away. For a company that wants every contact to feel personal, that was the opposite of the experience it wanted to give. IT, meanwhile, carried the cost and complexity of managing telephony across multiple countries and providers.
"We never want to push a customer off to a website. We want real, personal contact. But our agents were starting every call without knowing who was on the line." - Tom van Straaten
The Solution
Tom van Straaten led the search for a partner that could deliver telephony through Microsoft Teams in every country where Tony's operates. KonductIT stood out as a flexible Microsoft partner that could do exactly that. It delivered a structured proposal with a clear step by step plan, and Tony's chose to work with them. KonductIT layered ROGER365.io onto Microsoft Teams Phone, with Operator Connect telephony from Orange Business providing fixed numbers across a growing list of 146 countries. On top of that, KonductIT built a Microsoft Teams Extend Contact Center on ROGER365.io, integrated with Salesforce and Teams Phone. Now, when a call comes in, the relevant customer data appears automatically on screen, so the Chocofan Care team can answer faster and more personally. The rollout was neither complex nor time consuming. Because the Contact Center lives inside the Teams client agents already use every day, the team adopted it quickly, and IT manages it the way it manages the rest of Microsoft 365. Reporting provided in PowerBI by enabling the ROGER365.io Insights & Analytics module.
The Results
The switch delivered results on two fronts. First, cost. By consolidating onto Microsoft Teams Phone with ROGER365.io, Tony's cut the telephony spend and removed its dependency on separate country contracts. Second, customer service. The Salesforce integration puts customer information in front of the agent at the start of every call. Conversations no longer begin with the customer repeating who they are, so the Chocofan Care team answers faster and more personally. That lifts satisfaction for customers and agents alike. IT gained too. One platform, managed inside Microsoft 365, replaced a spread of country telephony contracts, and adding a country, an agent, or a channel no longer means rebuilding anything. Because ROGER365.io is Microsoft certified and runs natively on Teams, the IT team trusts the foundation and keeps control.
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"ROGER365.io combines a strong Microsoft Teams native product with a flexible partner ecosystem and a roadmap that genuinely keeps pace with what we want to do next." — Tom van Straaten
Lessons Learned
Tony's Chocolonely's clearest lesson is to define the integration scope early. Pinning down the Salesforce connector at the start meant agents felt the productivity gain from day one, not months later. The team also values having one partner accountable end to end, from the first proposal to daily support, rather than splitting telephony, contact center, and integration across vendors. Asked what it would change, Tony's points less to the technology and more to the approach: agree the integrations up front, and choose a partner that takes the lead and thinks ahead.
The Future
Tony's Chocolonely sees its ROGER365.io setup as a base to build on. The roadmap points to AI: virtual agents that handle routine questions about delivery, allergens, or store locators, with a smart hand off to a person when the conversation needs one. Smarter routing will use Salesforce signals such as customer segment and order history to reach the right agent first time. Power Automate can trigger follow up tasks straight from a call, and combined analytics can give the marketing team one view of customer conversations. Microsoft Teams stays the platform through all of 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.
About the Partner
KonductIT is an independent Dutch Microsoft partner based in Ermelo, the Netherlands. It moves mid market and enterprise organisations onto Microsoft Teams for telephony and contact center, specialising in Microsoft Teams Phone, Operator Connect telephony with international coverage, ROGER365.io contact center and attendant console, and the integrations that make it useful day to day, including Salesforce and Dynamics. KonductIT positions itself as the alternative to large, slow telecom providers: short lines, direct communication, transparent pricing, and an engineering led approach. KonductIT is a ROGER365.io Solution Partner.
"KonductIT fits our culture perfectly. We like short lines, direct communication, and solution focused thinking, and that is exactly what they offer. A smaller partner gives us more flexibility than the big providers." - Tom van Straaten
How KonductIT Delivered
Tony's Chocolonely needed telephony inside Microsoft Teams across every country it operates in. KonductIT answered with a structured proposal and a step by step plan mapped to Tony's growth, not a generic template. It handled the Operator Connect setup with Orange Business, configured ROGER365.io inside the Microsoft 365 tenant, and built the Salesforce connector so customer data appears at the start of a call. KonductIT also flagged the Salesforce integration itself, an opportunity Tony's had not asked for. It took the lead and delivered through its Teams contact center service. Read the case study on their own site.
What Made the Difference
KonductIT proposed the Salesforce integration Tony's had not asked for, set up Operator Connect across 146 countries through one accountable partner, and configured ROGER365.io inside Tony's own Microsoft 365 tenant.
Why KonductIT Builds on ROGER365.io
ROGER365.io fits the customers KonductIT serves: Microsoft 365 organisations that want a contact center and attendant console without leaving the Microsoft estate. The product is Microsoft certified, runs natively on Teams, and integrates cleanly with Salesforce, Dynamics, and other business systems, which lets KonductIT stay accountable for the whole outcome. KonductIT sees communication moving toward AI and tighter CRM integration, and it wants to build fair, transparent, high impact solutions with vendors that share that approach. ROGER365.io gives it that foundation.
“ROGER365.io helps Tony's Chocolonely deliver faster, more personal customer service in every country we operate in, fully inside Microsoft Teams and integrated with Salesforce.”
Tom van Straaten
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