How Nieuwestroom gave callers a callback instead of hold with ROGER365.io

About

Nieuwestroom, also known as Slim met Energie, is a Dutch energy company based in Maastricht. It was the first energy supplier in the Netherlands to offer dynamic contracts, and today it positions itself as the energy partner for entrepreneurial Netherlands, focused on small and medium-sized businesses. That flexible, dynamic contract is its calling card, and it has served the company well through volatile energy markets. Around 270 people work there. Nieuwestroom has always been a technology company at heart, though its focus sat with its energy products rather than infrastructure like a contact center.

The Challenges

Nieuwestroom is a fast-growing energy company, and its customer contact has to keep pace. Before ROGER365.io, that was hard. The contact center platform it ran on was unreliable, with frequent outages, and a system that keeps dropping cannot support a company that is scaling quickly. Nieuwestroom first turned to Kreuze for advice on that older setup, where issues, limitations, and a lack of support from the previous supplier were holding it back. With Kreuze's help it got things stable again, and from there the two looked together at a proper replacement. Two things shaped the search. First, stability: the new platform had to be dependable enough to grow on. Second, Microsoft: Nieuwestroom had a strong focus on Microsoft and wanted to work inside the modern workplace its people already used. It wanted a contact center that could grow with the business, that its own team could largely run, and that it could count on to stay up.

“NieuweStroom was not entirely satisfied with the solution they had. There were frequent outages, which meant they could not fully support the growth they were already experiencing.” - Rachelle Miesen, Sales Manager, Kreuze

The Solution

Nieuwestroom chose ROGER365.io Contact Center for two reasons that mattered most: a stable platform to grow on, and a fit with its strong Microsoft focus. Because ROGER365.io is natively integrated into Microsoft Teams, Nieuwestroom could roll customer contact out inside the Teams platform its people already used, and the solution is scalable and flexible enough to grow with the company. Kreuze, a ROGER365.io Solution Partner, had advised Nieuwestroom well before the choice, so the migration was fast and smooth. Today Malte Froschauer manages the application in-house and supports the customer service team. Nieuwestroom has built a full application management team and now makes everyday configuration changes itself, which lets it move quickly with the business. For larger work, new call flows or new functionality, it turns to Kreuze first: they discuss, Kreuze advises, and they decide together who does what. The team has already simplified its call flows, dropping long selection menus so customers reach a person faster, and added a virtual callback for busy periods.

The Results

ROGER365.io changed how Nieuwestroom runs customer contact, on three fronts. For customers, the team simplified its call flows: instead of working through long selection menus, callers now reach a person faster, which makes for a nicer experience. At busy times, a virtual callback lets a customer choose to be called back rather than wait on hold, and Nieuwestroom sees many customers choosing it. For employees, the platform is easy to run: the in-house team makes everyday changes itself and switches quickly with the business, turning to Kreuze for the larger work. For the business, the platform is stable and scales as Nieuwestroom grows, and a new analytics and insights module will soon give its workforce management team the data to plan staffing. It all runs inside the Microsoft Teams environment the company already uses, and Malte notes it is easy to maintain without major investment.

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“I am very satisfied with the solution. It is really easy to set up, even for people who are not the most tech-savvy, and to maintain yourself without major investments.” - Malte Froschauer, Application Manager, Nieuwestroom

Lessons Learned

The clearest lesson here is about timing the partner, not just the technology. Kreuze was involved as an adviser well before Nieuwestroom chose a new system: first fixing the old setup, then helping shape the follow-up. That head start made the later migration fast and smooth. The second lesson is to expand gradually. Malte reckons Nieuwestroom uses only a small fraction of what the platform can do, so the two now add capabilities step by step, in short sessions, rather than forcing everything on the organisation at once.

The Future

Nieuwestroom sees this as a platform to keep building on, with AI high on the list. The vision: transcription that listens in during a call so agents focus on the customer, not admin, while the knowledge-base chatbot suggests how to help. It also wants customer context to pop up in ROGER365.io, with suggested questions from its CRM, and to reopen channels beyond voice, like chat. A new analytics and insights module will give the workforce management team the data to plan staffing. Microsoft Teams stays the foundation, with AI and automation doing more over time.

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