How Juva simplified complex multi‑entity customer contact with ROGER365.io

About Juva

Juva is the holding company behind three energy sector operating companies: Westland Infra Netbeheer, Anexo, and Capturam. Together they transport energy and deliver related products and services, mainly in the Westland region of the Netherlands. Juva runs the shared services, including IT, Finance, Procurement, and Marketing, for the group, with around 300 people in total. Based in Poeldijk, the organisation has standardised on Microsoft, using Teams, SharePoint, and Azure across the group. For a network company where reliable contact matters to daily operations, keeping communication simple to manage and quick to adapt is a priority.

The Challenges

Juva's previous contact center had served it well for years. The problem was not performance, it was the bill. The vendor changed its entire pricing model, and Juva's costs ran out of hand. At the same time, Juva had decided to standardise on Microsoft, using Teams, SharePoint, and Azure, so any new solution had to be native to Teams. Replacing the platform was not simple. Juva runs a central reception plus separate contact centers for several group companies, each with its own opening hours, direct numbers, and routing logic. Calls from field engineers had to be prioritised and sent to the front of the queue, because those calls keep critical operations running. When queues were full or outside business hours, calls had to fall back consistently to the right place. On top of that, the new platform had to cost less than the alternatives without giving up functionality or manageability. This was a complex routing project, not a straightforward telephone swap.

"Our old platform worked well, but the vendor changed its whole pricing model and the costs ran out of hand. We were also standardising on Microsoft Teams, so we needed a Teams native replacement." - Jeroen Gronsveld, Teamlead IT/OT, Juva

The Solution

Juva chose ROGER365.io Contact Center and Attendant Console, implemented by its longstanding ICT partner VTM in Maasdijk. The decision came down to cost, native Microsoft Teams integration, and the depth to handle Juva's routing. Cost was the first factor: staying inside Microsoft 365 kept licensing and administration simple and came in below the alternatives. The two teams designed the full routing architecture together, covering the central reception and the contact centers across the group. Routing runs per entity, with different opening hours, priority for field engineers, and overflow to the central reception. A Microsoft Dynamics 365 pop-up shows customer information during a live call, so agents get context without switching applications, and ClarifyGo records calls for coaching and quality reviews. The cutover happened in a single weekend. Telephony was stable from day one, with fine-tuning in the weeks after. Today the Juva group uses the platform daily for queue-based inbound handling, reception, and multi-entity routing.

The Results

The migration set the tone. Juva moved the whole group over in a single weekend, and calling worked correctly from day one, with no extended outage. Since then, the platform runs quietly: users report very few issues, and the tickets that come in tend to be about working practices rather than the technology. The complex routing now runs on one platform. Central reception, separate contact centers per company, priority for field engineers, overflow, and different opening hours all work without extra tools or manual workarounds. Cost came down by staying Teams native, which also simplified licensing and governance. Agents see Dynamics 365 customer data pop up during a call, so conversations start with context instead of questions. With ClarifyGo recording in place, Juva can build out coaching, quality reviews, and reporting next. Because ROGER365.io runs inside Microsoft Teams, security and administration stay in the environment Juva already knows.

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"The migration went smoothly over a single weekend, and since go live we hear very few complaints about the platform. I would recommend ROGER365.io to any organisation standardising on Microsoft Teams." - Jeroen Gronsveld, Teamlead IT/OT, Juva

Lessons Learned

Juva's lessons are practical. Define reporting and wallboard requirements early, because those screens are what users see every day, and agree who owns them up front. Be explicit about which features are live at go live and which come in later phases, and do not commit to a capability before its technical feasibility is proven. Finally, plan for adoption: new features like Agent Assist only add value when people know they exist, so share short demos and instructions as each one arrives. Getting those things right matters as much as the technology.

Future Vision

Juva sees a clear path to extend its contact center. Near term, it is evaluating WhatsApp and omnichannel to reach customers beyond voice, Agent Assist to guide agents during live calls toward first-call resolution, and automatic transcription of calls into Dynamics 365 to cut manual logging. AI-assisted troubleshooting is on the list too. Each step will be judged on cost against benefit and against Juva's data governance rules. The guiding principle is steady: service led by people and supported by AI, not replaced by it. Microsoft Teams stays the platform underneath.

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