The Challenges
Quooker’s international growth exposed thelimitations of their legacy PBX and Skype for Business telephony systems. Persistentstability issues led to dropped calls, frustrated agents, and dissatisfied customers. While Microsoft Teams offered a modern collaboration platform, its native call queueing was insufficient for Quooker’s complex service operations.The lack of integration and flexibility hindered productivity and made itdifficult to maintain a consistent, high-quality customer experience across allmarkets.
“One of the basics is a stable conversation. If a call drops in the first second, you do not even capture the customer’s name. That is a bad experience for the agent and much worse for the consumer.”
Koen van Steen, Service Manager, Quooker
The Solution
Quooker’s Microsoft-first strategy made ROGER365.io the natural choice: a Microsoft-certified, Teams-native contact centre that integrates seamlessly with their existing environment. The solution offered easy setup, familiar admin tools, and clear queue-based licensing. Implementation was smooth, supported by expert partner Interstellar, with hands-on training and minimal disruption. Adoption was rapid across departments service desk, reception, sales, and IT spanning all international offices.
Quooker leverages:
- Attendant Console & Contact Center within Teams
- Standardised IVR templates for rapid localisation and rollout
- Salesforce CRM integration for instant caller context
- Live wallboards & dashboards for real-time performance management
- Voice recording for training and compliance
- AI text-to-speech for instant prompt updates
- Omnichannel features like WhatsApp deflection and virtual waiting queues
“When the phone rings, ROGER365.io recognises the number and shows Salesforce records identifying who is calling. You can open with ‘Good morning Mr de Vries and get straight to the point.”
Tim Hermsen
The Results
- Reliability: Stability issues vanished, delivering professional, uninterrupted service.
- Operational Flexibility: New queues, opening hours, and call flows can be adjusted in minutes.
- Productivity: Agents work in a single interface with instant customer context, reducing call handling time.
- Global Repeatability: Standardised templates enable rapid expansion to new countries.
- Leadership Visibility: Dashboards and wallboards empower supervisors to optimise staffing and coach teams.
- IT Management: Seamless integration with Microsoft 365 ensures security, compliance, and easy governance.
“The basis is it must always work. Features are great, but the foundation of a contact centre is reliability. ROGER365.io delivers that.”
Tim Hermsen
Lessons Learned
Migrating to ROGER365.io was a catalyst for innovation. Quooker advises others to use such transitions to rethink and standardise caller journeys, prompts, and reporting. Early CRM integration is key every call should start with context. Don’t simply copy legacy deployments design a global template first and automate wherever possible.
The Future
Quooker sees endless possibilities with Teams and ROGER365.io. The roadmap includes deeper AI integration for callsummarisation, proactive WhatsApp notifications, and predictive maintenance viaIoT. The vision is clear: AI will support not replace personal service, makingevery customer interaction faster, smarter, and more personal. Integration with CRM, ERP, and ITSM systems will further enhance CX, EX, and productivity.
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.
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