How WEINIG connects machine-down callers to the right expert with ROGER365.io

About

WEINIG builds the machines that turn timber into finished products. Founded in Tauberbischofsheim in 1905, WEINIG is the world's leading provider of woodworking machinery and systems, from single workshop machines to complete, turnkey industrial lines for sawmills, timber construction, and window manufacturing. Solid wood processing runs under the WEINIG brand, while panel and composite processing runs under its HOLZ-HER brand. Around 2,400 people work for the group, across its Tauberbischofsheim headquarters, further plants in Germany, Austria, Luxembourg, the USA, and China, and 30 international subsidiaries.

The Challenges

At WEINIG, service is not a back-office function. It is central to the customer experience. When a machine goes down, the customer needs to reach the right specialist quickly, with accurate help on the fault, the parts, and any replacement they need. WEINIG's service staff had the technical knowledge for that, but not the customer context to go with it. When the phone rang, they often started with no view of who was calling or what had happened before, so they were, in effect, working in the dark. The consequences showed up in the workflow. Some requests were assigned to the wrong person or handled with delay. Information arrived in an unstructured way, which made the whole process less efficient than it should be. For a company whose customers run production lines, that friction matters: every slow or misrouted service call is potential downtime on a customer's factory floor. WEINIG wanted a structured way to bring customer data to the person answering the call.

“Our service staff have the knowledge. What they lacked was the context.” - Alicia Schoenig, Key User Service Systems, WEINIG Group

The Solution

WEINIG chose ROGER365.io Contact Center, combined with Microsoft Power Apps, to build a modern, structured service system linked to Salesforce and running directly inside Microsoft Teams. Pfalzcloud, a ROGER365.io partner, led the project from the start. It fully integrated ROGER365.io into WEINIG's existing Microsoft Teams phone system, tailored the interface to WEINIG's own service processes, connected Microsoft Power Apps so relevant customer data shows during a call, and trained the staff so they could get started with confidence. The result is a structured way to handle service. Existing tickets appear on screen when the call comes in, so no one works a case twice. A standardised set of questions guides the first contact, so the right details are captured every time. Intelligent routing connects the caller to the right specialist without detours. And every case is logged transparently, which gives WEINIG a clean basis for analysis and continuous improvement. The system runs where the service team already works, inside Microsoft Teams.

The Results

The change is immediate on every call. Instead of starting in the dark, WEINIG's service staff see the customer and any open tickets the moment the phone rings, so they pick up the conversation already informed. Intelligent routing sends the caller to the right specialist first time, rather than through misrouted or delayed handoffs. Requests are handled faster and more efficiently, which for WEINIG's customers means less downtime on their production lines. The structured, standardised process gives every caller a professional service experience, and because each case is logged completely, WEINIG has the data to keep improving. For a service operation, that combination of faster handling and less downtime is real value, on a predictable ROGER365.io cost model, with the whole solution running inside the Microsoft 365 environment WEINIG already governs. The foundation is set for the service team to build on.

See these results in your own Microsoft 365 environment. Start a free trial!

“With ROGER365.io in Teams, our service team finally has customer context on every call. It has made our service faster, more structured, and more professional, and we would recommend it.” - Alicia Schoenig, Key User Service Systems, WEINIG Group

Lessons Learned

WEINIG's project shows the value of designing around the real process, not just installing a tool. The parts that made the difference were specific: tailoring the interface to WEINIG's own service steps, standardising the questions asked at first contact, and showing existing tickets on the call so no case is worked twice. The lesson worth repeating is to define that data and routing logic with the service team up front, because context only helps when it matches how the department actually works. Training staff during the rollout kept adoption smooth.

The Future

WEINIG now has a structured service foundation it can extend. The natural next steps are deeper use of the case data it now collects, driving a continuous improvement loop, and widening the customer context available on each call as the Salesforce and Power Apps integrations grow. Microsoft Teams stays the home for service, with Power Platform carrying data between systems and AI ready to add transcription, summaries, and smarter routing as those features mature. The aim stays constant: connect every caller to the right specialist, fast, and keep their machines running.

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.