How Fundaments cut telephony onboarding from weeks to 5 minutes with ROGER365.io

About Fundaments

Fundaments is a Dutch sovereign cloud provider based in Enschede. It delivers Infrastructure as a Service on VMware, plus managed cloud services on Linux and Kubernetes, from data centres in Enschede, Hengelo, Groningen, and two in Amsterdam. Its Oxilion label serves smaller businesses and private customers. Fundaments is one of only a handful of Broadcom Pinnacle partners in the Netherlands and among the first to be sovereign cloud certified, which means Dutch data, on Dutch servers, managed by Dutch people. Around 55 people work from a single pre-war office, and the company is growing fast.

The Challenges

For a cloud provider that sells reliability, Fundaments' own telephony was an awkward exception. It ran on a third-party service whose offering was basic and limited, and getting anything changed took an extensive, frustrating amount of time. Reaching anyone at the supplier at all was hard. The worst of it was licensing. New support engineers sometimes waited weeks before they could take calls, simply because a licence had not been assigned to them. For a company hiring to keep pace with demand, that is not a minor annoyance: a new colleague sits idle while customers wait. Three departments depend on this, operations for technical support, sales, and the Oxilion label, so the impact spread across the business. Fundaments wanted a platform it could configure itself, at its own pace, without filing a request and waiting.

“Sometimes we could not get new support engineers onto the phone line for weeks, because we simply were not assigned a licence. It was not just slow, it was truly disastrous.” - Edwin Grevink, Cloud Engineer, Fundaments

The Solution

Fundaments found its answer close to home. Interstellar pointed to ROGER365.io Contact Center, the platform its own business already ran, and Fundaments evaluated it from there. Fundaments tested first, running a live number to check its call flows and queues, then switched everything over in one go. Interstellar, an accredited ROGER365.io partner, delivered a Teams Phone Direct Route and migrated the phone numbers.

Edwin Grevink, the cloud engineer who joined to sort out internal IT, did the rest of the setup and rollout himself, helped by the visual call flow editor, which is a matter of dragging, clicking, and entering a few parameters. Today three departments run on it: operations for technical support, sales, and the Oxilion label, each with its own queues and call flows for office hours and beyond. Telephony sits inside Microsoft Teams, so there is no separate softphone app, and Agent Assist links to TOPdesk.

The Results

The clearest gain is speed of change. When a new colleague starts, setting them up for telephony is five minutes of work for the internal IT team, where the old supplier took days to weeks, and sometimes left engineers off the phones entirely. Adjustments are just as quick, and the support team makes many of them itself. Reliability is the second win: the platform has run completely stable for two years, and Fundaments has effectively never needed to call for support.

For customers, Agent Assist shows who is calling and their open TOPdesk tickets, so an engineer no longer has to look up who they are speaking to, and the caller feels better helped from the first second. Everything runs inside Microsoft Teams, so there is no separate softphone application to maintain. For a growing sovereign cloud provider with roughly 55 staff, that combination lets a small team deliver serious service.

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“The most important thing for us is that it just works, and it just works. It has been completely stable for two years.” - Edwin Grevink, Cloud Engineer, Fundaments

Lessons Learned

Looking back, Edwin Grevink says the project went much as expected, which is its own kind of endorsement. The one assumption that proved wrong was about Teams: he expected it to be less reliable and stable than it turned out to be, and beyond a couple of hiccups at the very start, it has been solid ever since. The practical lesson is to test before you switch. Fundaments ran a live test number to prove its call flows and queues first, which is what made a single-step migration safe for a small, flexible team.

The Future

Fundaments expects significant growth on the back of its Pinnacle status, and wants its telephony to scale with it. Top of the list is finishing caller identification, so an engineer sees the caller on screen rather than only the queue, and routing callers automatically to the team that knows them. Logging a support call straight into the ITSM / CRM, or creating a ticket from the call, is the next idea. On AI, Fundaments is deliberate: a caller should always reach a real person, so AI should support engineers with context, never replace personal contact.

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