How Mosaic World runs customer contact across five countries and multiple brands inside Microsoft Teams with ROGER365.io

About Mosaic World

Mosaic World is a European real estate company headquartered in Eindhoven, the Netherlands. The company specialises in the redevelopment and adaptive reuse of existing buildings, providing both temporary and permanent housing solutions. Operating under multiple distinct brands, Mosaic World serves the real estate market across five European countries: the Netherlands, Denmark, Poland, Germany, and Belgium.

With a lean IT team managing a geographically dispersed organisation with approximately 250 employees, Mosaic World runs a Microsoft-centric environment. The ability to move quickly, add new markets, and keep administration simple is central to how the company operates. Mosaic World is not just a property manager: it is a fast-moving real estate group that needs its communications infrastructure to keep pace with its growth.

The Challenges

In 2024, Mosaic World's telecom provider discontinued their Skype for Business environment, with Anywhere365 running on top. The forced migration exposed a system that had consistently underdelivered. An integration with Microsoft Entra ID had been promised and never delivered. Self-management of call flows had been promised and never materialised. Every meaningful change required a support ticket.

For a company operating across five countries under multiple brands, that dependency created three visible problems:

• Productivity and performance: Adding a country or adjusting a call flow for a specific brand meant waiting for the provider. Mosaic World could not act at the speed its business required.
• Customer experience: Agents had no visibility into who was calling before picking up. Customer information lived in Exact Synergy, but with no integration to the contact center, every conversation started with the customer repeating themselves.
• Employee experience: Managing user accounts across disconnected systems, without automation, put constant pressure on a lean IT team. The overhead was not sustainable for an organisation of Mosaic World's complexity and pace.

The Solutions

Mosaic World evaluated several providers, including 3CX. The pattern was consistent: solutions claiming Teams integration were linking external systems to Teams rather than running natively within it. More complexity, more failure points, more overhead.

The conversation with KonductIT changed that. During the first call, they stood up a proof-of-concept environment in under thirty minutes. By the end of that session, Mosaic World could already make a call through Teams and ROGER365.io. Seeing the platform running natively inside Microsoft 365, with no external connectors, was the decisive factor.

Why ROGER365.io: Native Teams integration with no third-party connectors. Full self-service control over call flows, queues, and agent assignments. Exact Synergy integration surfacing tenant information the moment a call arrives. Queue-based pricing that scales with the business. Microsoft-certified architecture.

Implementation: KonductIT ported international numbers to Gamma Communications and Orange, consolidating everything onto a single invoice. Fifteen call queues were configured, one per brand and country, with voice recording added via OAK. Agent training took two sessions. The IT team needed one brief onboarding. The migration happened over a weekend. Calling worked from day one.

Today, 25 agents use the platform across five countries, each entity with its own dedicated queue and call flow.

The Results

• Full self-management: Call flows, queues, and agent assignments are managed by the IT team in minutes. No support ticket, no waiting for the provider.
• New country live in a week: When Poland launched, KonductIT provisioned the numbers and Mosaic World built the call flow and queues themselves.
• Two agents for the Netherlands: Queue management, wallboard visibility, and the Exact Synergy integration make the operation efficient enough to run with a lean team.
• Tenant information on every call: Exact Synergy data surfaces before the agent speaks. Conversations are shorter and customers never repeat themselves.
• One platform, one invoice: Consolidating five countries onto a single partner eliminated fragmented telephony contracts and the overhead that came with them.

Customer experience: Customers reach the right team first time. The agent already knows the property and the context. The conversation starts with the customer's question, not their details.

Employee experience: Agents work entirely within Microsoft Teams. Exact Synergy is embedded in the call, no tab switching, no manual lookup. Supervisors see queue status live. Second-line staff can absorb volume spikes without any configuration change.

IT management: ROGER365.io inherits the security, compliance, and identity of the Microsoft 365 tenant. No separate user directory. Voice recording runs inside Azure within the Mosaic World tenant.

"If we were faced with the choice right now to renew or not, we would definitely renew. We are simply satisfied with the solution we have in place, and we would honestly do it exactly the same way again." — Gertjan Oosterloo

Lessons Learned

Gertjan Oosterloo is unequivocal: the right path was taken, and the team would make the same choices again.The selection process, the partner, and the platform all delivered what was promised.

The main lesson: verify what integration actually means before signing. With the previous solution, Entra ID integration was promised and never delivered. With ROGER365.io, what was demonstrated in the first thirty-minute call was exactly what went into production.

The second lesson is the value of a fast proof of concept. If a vendor cannot demonstrate their solution in a first conversation, that is itself a data point.

The Future

The foundation that is now in place, a Microsoft-native contact center with Exact Synergy integration and full self-service control, creates a clear runway for the next phase of Mosaic World's customer contact operation.

• WhatsApp integration: Mosaic World is evaluating WhatsApp as an additional contact channel. A significant portion of the company's tenant base already uses WhatsApp as a primary communication method. Adding it through the ROGER365.io omnichannel capability would let agents handle messaging and voice from the same Teams interface, and could reduce inbound call volume for routine enquiries.
• Expanded use cases, same platform: As Mosaic World continues to open new markets and add brands, the platform can scale without structural change. New queues, new country numbers, and new call flows can be live within days.
• AI-assisted contact handling: With the Microsoft 365 and Exact Synergy integration already in place, the path to AI-driven routing and virtual agent handling for high-volume, low-complexity enquiries is short. Mosaic World is well positioned to layer AI capabilities onto a stable, data-rich foundation.

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.