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

About Juva

Juva is the holding company behind WestlandInfra Netbeheer, Anexo and Capturam and specialises in the transport of energyand related products and services.The organisation provides shared services such as IT, Finance, Procurement andMarketing to the operating companies.

The Challenges

Juva needed to reassess its telephony andcontact center solution. The previous solution had worked well, but pricechanges and the strategic choice for Microsoft Teams led to a reconsiderationand selection of a new solution. A key requirement was the ability to supportcomplex routing logic across multiple business entities, including differentopening hours and priority handling for field engineers.

The Solution

Juva selected ROGER365.io ContactCenter and Attendant Console, delivered by the Westland based ICT partner VTM. Together, the teams designed complexrouting flows for the central reception and several contact centers. Themigration was completed within a single weekend and proved stable immediatelyafter go-live. Connected systems provide an in-call pop-up withcustomer information directly from Microsoft Dynamics 365 (CRM), while ClarifyGoenables call recording to support richer agent context and structured qualityreviews.

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 implementeda single solution supporting multiple business entities (reception + severalcontact centers), including priority handling and overflow routing aligned withoperational 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. Wehear 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.

‍