How Slimstock standardised global support operations

About Slimstock

Slimstock is a global provider of inventory optimisation software with more than 30 years of experience in helping organisations improve forecasting, planning, and supply chain efficiency. Founded in Deventer, the company has grown into an international organisation operating across more than 10 countries, serving customers with both on premise and hosted software solutions.

The Challenges

Slimstock realised they had a problem when their Avaya telephony systems, installed in the early 2010s, reached end of life and end of support. Most countries used local Avaya hardware while others relied on mobile phones or building provided solutions. This fragmented setup created operational inconsistency and high management overhead.

Before moving to Teams Calling with ROGER365.io, Slimstock faced several issues:

• Legacy hardware complexity: Avaya systems required VPN connections, physical central units, and maintenance that no longer aligned with the company’s cloud first direction.
• No uniform global solution: Each country worked differently, making training, support, and scaling difficult.
• Missing essential features in native Teams: Slimstock tested Microsoft Teams queues but lacked critical contact centre functionality, including:
  
  • No centralised contact book
  • Limited reporting and short retention
  • No easy agent sign in/out
  • No supervisor visibility to see who was active, sick, or unavailable
  • No way to remove agents from a queue when absent
• Impact on productivity: Supervisors could not properly manage the helpdesk, slowing down reaction times and reducing visibility of daily operations.
• Impact on CX: Some countries received many calls; others very few. Without standardisation, customer experience varied significantly across regions.
• Impact on EX: Users were familiar with Teams, but the lack of features in native Teams caused friction for heavy telephone users such as the support department.

The combination of end of life Avaya hardware, inconsistent international setups, and missing Teams features made a cloud native replacement essential.

The Solution

Slimstock selected ROGER365.io because it offered the right balance of functionality, flexibility, scalability, and operational simplicity, while staying fully aligned with their Microsoft-first strategy.

Key reasons for choosing ROGER365.io included:

• Seamless deployment in Microsoft Teams, already adopted organisation wide during the pandemic.
• Advanced supervisor and reporting tools unavailable in Teams native queues.
• Lower complexity through one global cloud-based system.
• Simple IT management, with no specialised hardware or VPN required.
• Easy adoption, as the ROGER365.io GUI sits natively in Teams and requires almost no training.
• Cost efficiency, avoiding hidden licence or infrastructure costs.

Implementation Experience

The rollout was straightforward because Teams was already deployed on every device globally. ROGER365.io integrated directly, and adoption was fast because users recognised the interface instantly.

"The GUI was intuitive and required practically no explanation." — Jasper Bels

‍How Slimstock uses ROGER365.io today

ROGER365.io is primarily used by Slimstock’s helpdesk teams across several countries:

• Contact centre queues for inbound support.
• Supervisor controls to see agent availability, adjust membership, and respond quickly to absenteeism.
• Reporting and heatmaps for insight into call volumes, busy periods, and improvement opportunities.
• Wallboards to gain real-time visibility of the helpdesk (now being further explored).
• CRM contact sync using manual exports for caller recognition.
• Callflows tailored for different countries and languages.

Although some countries have low call volumes, the primary Dutch helpdesk uses the system heavily and sets the operational standard for all locations.

The Results

Main advantages experienced since switching to ROGER365.io:

• Reduced complexity: Eliminated the need for local Avaya systems, VPNs, and physical hardware.
• Greater flexibility and scalability: One global system that can be adapted per country’s needs.
• Improved supervisor control:
  
  • Supervisors can see who is active.
  • Agents can be easily added or removed from queues.
  • Absences can be handled instantly.
• More powerful reporting:
  
  • Heatmaps for understanding call patterns.
  • Historical visibility far beyond Teams native reporting.
  • Better insight into support workload across regions.
• Smooth user adoption: The Teams embedded interface made training almost unnecessary.
• Better operational consistency: All helpdesk teams operate under one central model.

Impact on Customer Experience (CX)

Although Slimstock did not explicitly measure CX uplift, the company reports that customers can be managed more consistently, and helpdesk supervisors finally have proper visibility to plan resources and handle peak moments.

Impact on Employee Experience (EX)

Support agents appreciate the clear interface, the ease of call handling, and the consistency across devices. Supervisors experience far less administrative friction.

IT Management Benefits:

• No on-premises telephony to maintain.
• Cloud-native uptime.
• Quick deployments to new countries.
• Simplified global governance.
• Full alignment with Microsoft’s modern workplace strategy.

Lessons Learned

Slimstock notes that while the implementation was a success, further value can be unlocked by improving internal coordination, especially around CRM integration and advanced call- flows. Aligning internal stakeholders early, particularly support managers, ensures broader adoption of new features.

Future Vision

Slimstock approaches its roadmap incrementally, adding new ROGER365.io capabilities as needs surface. Some improvements are initiated by IT when a technical opportunity becomes clear; others will follow as the business builds its own understanding of possible use cases and demand grows from inside the organisation. The areas with the most potential include:

• AI-driven customer service, including chatbots already in use for software questions.
• Automation of helpdesk workflows.
• Omnichannel communication, reducing phone dependency and enabling richer digital interactions.
• 360 degree customer views via CRM integration and Power Automate.
• Advanced routing, such as preferred agent and last agent routing.
• Wallboard-driven performance optimisation.

They expect to adopt additional ROGER365.io capabilities as internal demand grows and time becomes available.

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