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Industry
Construction | Property Maintenance & Renovation
Location
The Netherlands
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 Muddebouw
Muddebouw, formally Mudde Bouw- en Aannemingsbedrijf, is a Dutch construction company based in Krimpen aan de Lek, with sites in Capelle aan den IJssel and Alblasserdam. Trading since 1975, it has more than 50 years of experience and specialises in maintenance and renovation rather than new build: planned and daily maintenance, renovation, and sustainability upgrades such as insulation and glazing. Around 120 people work there. Muddebouw works mainly for housing corporations, repairing and upgrading rental homes across South Holland, which means constant contact with tenants about repairs.
The Challenges
Muddebouw schedules repair appointments for tenants on behalf of housing corporations, and the phone is where that work starts. Inge Dronkert leads a front office and planning team of 21 people, split across seven corporations, each with its own call center inside the company. The calls arrive in waves: a leaking tap, a sticking door, and after heavy rain a flood of leaks in older homes, all needing a plumber or roofer scheduled quickly. The old switchboard could not keep up with that rhythm. It was too static. A screen showed who was on a call or unavailable, but the team could not scale up when things got busy, so a manager had to tell people to take over a line. Colleagues also could not tell whether someone had simply stepped away from their desk. Worse, an incoming call did not show which corporation it came from, so agents had to start by asking questions to work out who they were serving.
“With the old switchboard it was too static. We could not easily scale up when it got busy, so you always had to tell employees, hey, take over that line.” - Inge Dronkert, Team Manager Front Office and Planning, Muddebouw
The Solution
BK IT Solutions had run Muddebouw's IT for years, but not its telephony. On site, conversations surfaced what was not working, and after several sessions on what the team actually needed, BK IT Solutions recommended ROGER365.io Contact Center and demonstrated what it would add. Because a customer contact center is too important to switch lightly, the rollout was careful. Davy from BK IT Solutions trained the team on site in small groups of ten to twelve, covering practical things like transferring a call and seeing what is waiting, then built a test environment with temporary numbers so people could call each other and practise for about a week. Go live was a Monday at 8am, with Davy in the office from 7am to run a test first. Today each agent works in Microsoft Teams, sees live availability across the team, and can take a call from any busy corporation queue. Reporting covers calls, wait times, and missed calls per corporation.
The Results
The switch itself was the first result: it went so smoothly that, as Inge Dronkert puts it, she does not think any corporation or resident noticed the company had moved to a new central system. Day to day, the team is more alert. Everyone sees who is logged in and who is busy, so colleagues call to each other to help clear the lines instead of waiting to be told, and any agent can pick a call out of a busy queue. Because the platform shows which housing corporation a call belongs to, agents ask the right question first time and pull up the right details straight away, whether that corporation works by order number or task number. Reporting is clearer too, with calls, wait times, and missed calls per corporation feeding tactical and operational meetings with clients. The overview lives on every screen, so the wallboard TVs are gone.
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“It went completely smoothly. I do not think anyone from the corporation or any residents even noticed that we had switched over to a new central system.” - Inge Dronkert, Team Manager Front Office and Planning, Muddebouw
Lessons Learned
Inge Dronkert is honest about her main worry beforehand: her team already worked in Microsoft Teams and chatted there all day, so she feared another application open all the time would cost them the overview. It turned out much better than expected, because the contact center sits in the same familiar environment and minimises out of the way. The second lesson is about people, not software. Visible availability could have felt like monitoring, but it had the opposite effect: colleagues now know for certain who is free, so they simply talk to each other.
The Future
Muddebouw is a company that likes to embrace change, and two steps are close. Linking its own system will put the caller's details and last reports on screen, so an agent no longer asks for a name and address. WhatsApp will let a tenant send a photo of the broken tap or the leak, so the engineer arrives with the right part and the right trade is sent first time. Beyond that, Muddebouw sees AI supporting reporting and work instructions, and translation for tenants who do not speak Dutch.
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 the Partner
BK IT Solutions is a managed service provider in Capelle aan den IJssel, and a ROGER365.io Business Partner. A compact team of around 13 specialists serves some 100 organisations, building modern workplaces on Microsoft 365, Azure, and Teams Calling, with a strong focus on automation and standardisation. A Microsoft partner since 2019, it offers proactive management and monitoring with 24/7 support, business intelligence, and virtual CIO advice, all on a fixed monthly fee. BK IT Solutions runs ROGER365.io on its own help desk too, so it advises from experience.
How BK IT Solutions Delivered
BK IT Solutions had been Muddebouw's IT partner for years and took over telephony about two years ago. Rather than pitch a product, Davy raised what was not working on site, ran sessions on what the team needed, then recommended and demonstrated ROGER365.io. He trained staff in groups of ten to twelve, built a test environment with temporary numbers for a week of practice, arrived at 7am on go-live day, and stayed on site for a week afterwards. Regular meetings continue, now every three weeks.
“Davy was at our office at seven o'clock. We ran a test, and at eight we switched on the new central system. It went completely smoothly.” - Inge Dronkert, Team Manager Front Office and Planning, Muddebouw
What Made the Difference
Davy trained Muddebouw in small groups, built a test environment with temporary numbers for a week, arrived at 7am to test before the 8am go-live, and still meets the team every three weeks.
Why BK IT Solutions Builds on ROGER365.io
BK IT Solutions builds on ROGER365.io because it runs inside Microsoft Teams, so clients work in an environment they already know, and because it links to the systems they already use. As an MSP that runs ROGER365.io on its own help desk, BK IT Solutions can advise from experience and build its own integrations, from CRM connections to AI summaries, on top of the platform. Short lines to the ROGER365.io team mean questions and custom cases move quickly, which is why BK IT Solutions both uses and recommends it.
“ROGER365.io helps our team see who is available and which housing corporation is calling, so colleagues take calls from a busy queue themselves and ask the right question immediately.”
Inge Dronkert
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