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.
Industry
ICT | Professional Services
Location
Belgium
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 AXI Digital
AXI Digital is a Belgian Dutch ICT services provider, founded in 1985. Four decades on, it employs around 300 people, a deliberate mix of veterans with more than 20 years in the market and young talent. The company serves more than 400 clients across the public sector, healthcare, and retail, and last year reported a turnover of around 100 million euros. What stands out most is loyalty: clients stay with AXI for an average of 15 years. Headquartered in Willebroek, Belgium, with offices in Gent and Breda, AXI helps organisations run on dependable technology.
The Challenges
By early 2024, AXI's telephony platform had reached the end of the road. Microsoft was ending support for Skype for Business, and AXI's contact center ran on top of it. The experience had never been good. Calls dropped in the middle of conversations. Because call forwarding hid the caller's number, agents often could not see who had tried to reach them, so calling back was guesswork. Every change to a call flow meant logging a request with the old partner and waiting days. The platform also required a VPN connection to the office, which made remote work hard at exactly the moment COVID moved the whole organisation onto Microsoft Teams. Running Skype for Business for telephony and Teams for chat added complexity nobody wanted. Trust in the incumbent had worn thin, and its proposed upgrade path to Teams was priced unattractively. AXI needed a platform that was easy to use, stable, and reliable.
“Our previous solution simply didn’t meet expectations any more. We needed a robust, easy system that eliminated connectivity issues and supported our growth.” - Steven Goeman
The Solution
AXI put four providers through a structured selection. A team of six employees from different divisions defined the requirements: connectivity from any location and any device without a VPN, solid reporting, and a robust, flexible platform. Three providers offered Microsoft Teams, one offered traditional VoIP. Hanssens with ROGER365.io stood out on pricing, approach, and a demo built around AXI's real needs. Because staff already lived in Teams, a solution that sits on top of Teams was the natural choice.
The migration took about a month, and the platform was operational the day after go live. Today AXI runs ROGER365.io across six service desk queues and three reception desks in Breda, Willebroek, and Gent, with nearly 50 users. The Attendant Console handles reception, the Contact Center handles service queues, and Insights and Analytics feed SLA reporting. For a Belgian government client, Hanssens built a custom integration with TOPdesk, so agents see the caller, open tickets, and case history on every call.
The Results
The results show up first in reliability. Since go live, AXI has not had a single service interruption, a sharp contrast with the frequent drops on the old platform. Calls stay connected, and agents always see who is calling. Speed is the second gain. A call flow change that used to take days now takes about five minutes, because AXI's own team makes it. Text to speech replaced the old routine of booking a voice actor, so greetings and messages update in minutes. Staff work from any location on any device, with no VPN.
Customer experience improved too. When AXI calls a client in Belgium or the Netherlands, the platform presents a local number, so people recognise the call and answer. For service delivery managers, ROGER365.io reporting turns SLA commitments into hard numbers: response time, accessibility, and call duration, reported per client. On the IT side, the platform sits inside Microsoft Teams, so security, identity, and governance stay in the tenant AXI already runs, and fast onboarding gets new staff productive quickly.
See these results in your own Microsoft 365 environment. Start a free trial!
“We would recommend ROGER365.io to any organisation that wants a reliable and flexible reception desk and contact center. The product does what it promises, and with Hanssens behind it, we have complete peace of mind.” - Steven Goeman
Lessons Learned
If AXI would change one thing, it would be timing. The team waited for Skype for Business to reach end of support before moving, and in hindsight the switch could have happened sooner. The migration that felt risky on paper turned out to be the smoothest part of the project. AXI's practical lesson is about selection, not technology: insist on a demo built around your own call flows, and involve people from every division early, so the requirements are real. The right partner and a product that does what it claims did the rest.
The Future
AXI sees room to grow with the platform. As its divisions reorganise, the plan is to extend ROGER365.io into more queues and to deepen integrations across CRM, ERP, and ITSM, building on the TOPdesk work already in place. Microsoft Teams stays the foundation, with Power Platform automating routine call handling and AI adding transcription and smarter routing over time. For AXI, the goal is steady: faster answers for clients, less manual work for staff, and reporting that keeps proving the value of every service agreement.
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 Hanssens
Hanssens is a Belgian communications specialist based in Roeselare. For more than 30 years it has focused on business communication, and in recent years it has gone deep into contact center and service desk environments, the parts of a business where, as Hanssens puts it, bad communication is bad for business. With just all employees working only on communication, Hanssens designs solutions around business processes and customer contact, not generic IT. Its own Education Department runs user adoption and change management, so clients are ready before go live. Hanssens is a ROGER365.io Elite Partner.
“I thought this was too good to be true, but it turned out to be true. In their approach and involvement, Hanssens stood head and shoulders above the rest.” - Steven Goeman
How Hanssens Delivered
Hanssens was one of four providers AXI invited to pitch. Each gave an on site visit and a demo, but Hanssens tailored its demo to AXI's own call flows, which set it apart. The migration then moved fast: configuration to go live in about a month, with no interruptions. Hanssens trained AXI's staff to manage call flows themselves and built a custom TOPdesk integration for a government client. It delivered this as a single contact center solution, and documented the build in its own AXI case study.
What Made the Difference
Hanssens tailored the demo to AXI's own call flows, built a custom TOPdesk integration for a government client, and trained AXI's team to change call flows in minutes without a support ticket.
Why Hanssens Builds on ROGER365.io
Hanssens chose ROGER365.io because it was already strong on Microsoft Teams functionality and open about its roadmap. When Hanssens suggested features for the Belgian market, ROGER365.io shipped them within three months. That responsiveness, the depth of the Microsoft architecture, and the room to build integrations made it the right platform. Hanssens treats communication as a specialism, not a side project of generic IT, and ROGER365.io lets it deliver on that focus for clients like AXI.
“ROGER365.io helps AXI Digital run one reliable service desk across Belgium and the Netherlands, with zero dropped calls and every location able to answer every call.”
Steven Goeman
Our speakers
Want to read more?
Discover fresh perspectives and practical tips in our latest whitepaper.
