How BK IT Solutions grows customers faster than headcount with ROGER365.io

About

BK IT Solutions is a managed service provider in Capelle aan den IJssel, and a deliberately small one: owner Bas Kraan keeps the team to around 15 people by choice. It builds modern workplaces for its customers on Microsoft 365, Azure, and Teams Calling, and runs hard on automation and standardisation so its people work as efficiently as possible. The goal is clear: win more customers without adding much headcount, keep service personal, and deliver high, constant quality at sharp rates while protecting a healthy margin. BK IT Solutions is a ROGER365.io Business Partner in collaboration with ROGER365.io Distributor Gamma.

The Challenges

BK IT Solutions was an early adopter of telephony in Microsoft Teams, one of the first companies in the Netherlands to run its phones there. As the business grew, though, the standard Teams phone system started to show its limits. Support is a big part of what BK IT does, and most of it happens by phone, so the team fields a lot of calls. The gap that stood out was reporting. BK IT makes promises to its customers, such as answering the phone quickly, and it needs to see whether it is keeping them, where the busy peaks fall, and whether they recur. It also uses reporting for internal training, checking that every support request gets a fast first triage. On top of that, the team wanted to link telephony to the tooling it already ran, and to push further on efficiency and automation, both of which the standard Teams environment could not really support. BK IT needed more than a phone in Teams.

“The standard Microsoft Teams phone system was too limited for us, especially as we started to grow, and we really missed proper reporting.” - Bas Kraan, Owner, BK IT Solutions

The Solution

BK IT Solutions found ROGER365.io at a Microsoft event, and its strength showed at once: the way it links to the systems a team already runs. A TOPdesk connector existed already, so BK IT built its own link to Autotask, the tool it uses internally. Now, when a customer calls, the agent immediately sees who it is, which tickets are open, and even the status of that customer's network, whether key connections are online. Last-agent routing sends a returning caller back to the same person, which keeps contact personal.

Then BK IT switched on the AI Recap feature. Calls are recorded and summarised by AI, with a custom prompt that keeps only the core of the support request and filters out the small talk. The summary arrives as a Teams message from a chatbot, and the agent chooses to add it to an existing ticket or open a new one. Most of what BK IT uses are standard options in ROGER365.io; the deeper Autotask integration took some developer work, built with its development partner Flownetic, a Rewst automation partner for MSPs.

The Results

The biggest change is what happens after a call. Writing up a ticket used to take minutes of manual admin, and in a rush details were sometimes missed. Now the AI Recap summary is ready the moment the call ends, so the agent logs a fuller, more consistent ticket in a click, and a colleague who picks the case up later sees exactly what is going on. On the call itself, agents start with full context: the customer, their open tickets, and their live network status, so help starts faster and stays personal, reinforced by last-agent routing.

The headline business result is growth: BK IT adds customers faster than it adds staff, while keeping the personal contact its clients value. Because ROGER365.io keeps costs predictable, BK IT can hold sharp rates and a healthy margin, and it is distinctive as an MSP that builds its own use cases. One sign of success: the team now watches its call dashboards far less, because the numbers look after themselves.

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“The really smart options like AI Recap are easy to switch on, and they give you a lot of productivity. ROGER365.io has become an important and significant factor in our process.” - Bas Kraan, Owner, BK IT Solutions

Lessons Learned

Bas Kraan's advice is to get value out of ROGER365.io fast. The smartest options, like AI Recap, are easy to switch on and hand you a lot of productivity straight away, so there is no reason to wait. Deeper integration, in BK IT's case linking to Autotask, takes some developer skill, but most of what the team relies on is just standard settings. One unexpected lesson: having automated the busywork, BK IT now checks its call dashboards far less often, because the numbers simply look after themselves.

The Future

BK IT Solutions sees its future in less routine work and more automation and AI. Standard workplace management is increasingly automated, freeing the team for more interesting cases: it already runs ROGER365.io with WhatsApp for a client, a channel their customers can use. Next, BK IT wants to build its AI Recap approach for customers on their own platforms, whatever CRM or ERP they run. Through Bas Kraan's second company, Flownetic, it also builds ROGER365.io integrations that other MSPs can adopt, and Bas welcomes them to get in touch to explore the same solution. Microsoft Teams stays the base, with automation and AI turning a lean MSP into a distinctive one.

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.