How Moore DRV eased its service desk with WhatsApp in Teams with ROGER365.io

About

Moore DRV is a Dutch firm of accountants, tax specialists, and advisers that has worked for entrepreneurs in the real economy for 100 years. Founded in 1922 and headquartered in Rotterdam, it brings together more than 1,700 professionals across 25 offices in Gelderland, Noord-Brabant, Zeeland, and Zuid-Holland. Moore DRV serves the small and medium-sized businesses that form the backbone of the Dutch economy, helping them improve performance with current insight, practical solutions, and hands-on support. Its promise to clients is simple: excel in client satisfaction and quality.

The Challenges

Until a year ago, client contact at Moore DRV ran the traditional way: by phone and email. For the service desk, that was a growing strain. Handling a phone call takes time, and staff spoke openly about the workload and the inefficiency of the old routine. For a firm that promises to excel in client satisfaction, slow and manual contact was a problem worth solving. Alain van Houten, an online marketer, and Roy van Keulen, ICT service coordinator, went looking for an omnichannel solution that would work for the whole organisation. The recruitment team already used webchat, but through a separate application that had to be opened on its own. Moore DRV also wanted Facebook Messenger and WhatsApp for Business, yet simply switching those channels on would create silo IT, with each channel handled in its own system and data kept apart. What the firm needed was one place to manage every channel, inside the tools its people already used, so contact was faster and easier to oversee.

The Solution

Moore DRV had just completed its migration to Microsoft 365 and was still working through adoption, so a solution built to run inside Microsoft Teams was ideal: the whole organisation could add new channels to an environment its people already knew, and employees could get started without learning a separate system. The firm discovered ROGER365.io almost by accident, through a Microsoft Teams podcast, and quickly saw it as the missing piece. Interstellar, a ROGER365.io partner, integrated the Contact Center into Teams and brought the channels together. Moore DRV runs the Basic subscription, which includes the channel integrations, CRM integration, and a reporting tool as standard.

Today six customer channels sit inside Teams: two WhatsApp channels, one for the service desk and one for recruitment, two webchat channels, Facebook Messenger, and the firm's X (Twitter) account. Both webchats open with a short intake form, so colleagues see who they are dealing with and can route the conversation to a subject-matter expert. If no one is free, they pick it up later. The solution runs across two departments.

“We have received questions via WhatsApp where a response required a specialist. That involved multiple channels of asynchronous communication, and it was very inefficient.” - Alain van Houten, Online Marketer, Moore DRV

The Results

The change is visible in daily work. There are fewer calls and emails, so the service desk can act faster and keep more time for other tasks. Every channel now lands in one place inside Microsoft Teams, instead of a separate app per channel, so staff no longer switch systems to answer a chat. Because both webchats start with an intake form, colleagues see who is contacting them and what about before they reply, and can send the question to the right specialist. Response is more flexible too: if the team is busy, a conversation can be picked up later rather than lost. For a firm that set out to excel in client satisfaction, low-threshold channels like WhatsApp make it easier to reach. On the IT side, the channels run inside the Microsoft 365 environment Moore DRV already governs, with CRM integration and reporting included, and no separate systems to secure. What began with webchat has grown, channel by channel, over about nine months.

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“There are fewer calls and emails, so action can be taken faster. It took some getting used to in the beginning, but I believe we have now fairly succeeded in getting it working properly.” - Roy van Keulen, ICT Service Coordinator, Moore DRV‍

Lessons Learned

Moore DRV is honest about the early friction. When chats first arrived, it was not always clear who would pick one up, especially with colleagues working from home during the pandemic. In the office, someone could just call out that they had it. Remotely, that broke down. The tool lets you assign a conversation to yourself or a colleague, but people forgot at first. The lesson: agree the ownership and assignment rules before go live, not after. Starting small with webchat and adding channels step by step gave the team time to build those habits.

The Future

Moore DRV sees plenty of room to grow. It plans to open the channels to more departments and colleagues, and to use low-threshold contact like WhatsApp for lead generation and cross-selling. On the roadmap: a satisfaction measurement built into chats, integration with its TOPdesk ticketing system, a CRM to log every contact, and even WhatsApp campaigns. Teams Calling is a natural later step once the groundwork is done. Microsoft Teams stays the foundation, with Power Platform tying systems together and AI ready to help as the firm expands its channels.

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