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Industry
Real Estate Development and Property Management
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 Mosaic World
Mosaic World is a European real estate group based in Eindhoven, the Netherlands. It redevelops and repurposes existing buildings into temporary and permanent housing, giving older spaces a new use. The group operates under several distinct brands 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. On the first call, within half an hour, KonductIT stood up a proof of concept and Mosaic World made a live call through Teams and ROGER365.io. The platform ran natively inside Microsoft Teams, with no third party connectors, which was the deciding factor. ROGER365.io is Microsoft certified, so the IT team knew the foundation was solid.
Today around 25 agents use ROGER365.io Contact Center for inbound customer contact across all five countries and every brand, with a queue and call flow per entity. It integrates with the Exact Synergy ERP, so the tenant, the property, and the record appear on screen the moment a call connects, with one click through to the full record. Voice recording runs through an OAK integration for agent training. The per queue pricing matches how Mosaic World is structured.
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
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Lessons Learned
Mosaic World is honest that there is little it would change. The team chose carefully, ran a fast proof of concept, and got the result it wanted. Its main reflection is that insisting on native Microsoft Teams integration, rather than a solution with connectors bolted on, avoided the complexity and instability it had seen elsewhere. Asked what it would do differently, Gertjan Oosterloo is clear: he would take exactly the same path again, and if the choice to renew came up today, Mosaic World would renew without hesitation.
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.
About the Partner
KonductIT is a Dutch specialist in cloud communication and contact center solutions for the Microsoft digital workplace, based in Ermelo, the Netherlands. It positions itself as an objective adviser, guiding organisations to the cloud and to the right contact center at the right price. KonductIT builds native Microsoft Teams telephony and contact center environments, then hands control back to the client. Its team pairs deep technical knowledge with a hands on style. KonductIT is a ROGER365.io Solution Partner.
"By the end of a thirty minute first call, KonductIT had already set up a proof of concept and we made a live call through Teams and ROGER365.io. That said it all." - Gertjan Oosterloo
How KonductIT Delivered
Gamma Communications introduced KonductIT, which listened closely to Mosaic World's requirements and, on the first call, stood up a working proof of concept in half an hour. KonductIT recreated the call flows from the old environment exactly, so Mosaic World had clear examples to build on. Its biggest task was porting international numbers from several providers onto Gamma and Orange, consolidated to one invoice. KonductIT then configured fifteen queues, added OAK voice recording, and trained agents through its Teams contact center service. It took the lead, then handed control back.
What Made the Difference
KonductIT built a live proof of concept in the first half hour call, ported numbers from several providers onto one invoice, and rebuilt Mosaic World's old call flows exactly so the team could self-manage.
Why KonductIT Builds on ROGER365.io
KonductIT builds on ROGER365.io for architecture. ROGER365.io and Operator Connect are both Microsoft certified, run inside Azure, and link together cleanly, which gives KonductIT a solid, low risk foundation with few surprises during rollout. Just as important is the relationship: KonductIT knows the ROGER365.io team well, can reach the right people fast, and takes products to market together. KonductIT competes on value for money, moving clients forward quickly with deep knowledge, and ROGER365.io lets it deliver that speed and reliability.
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