How Driessen Groep runs 15,000 placements a year on Teams with ROGER365.io

About Driessen Groep

Driessen Groep is a family of companies in the Netherlands, based in Helmond, with a single purpose: helping people get the most from their work. For more than 30 years it has focused on job satisfaction across the public sector, in healthcare, government, and education. Driessen Groep serves around 1,500 client organisations and places roughly 15,000 people in jobs each year, supported by about 750 employees. A business built on connecting people generates a lot of contact, so reaching the right person quickly and reliably is central to how Driessen Groep works every day.

The Challenges

Driessen Groep depends on contact. Clients and temporary workers need to reach the right person with a single call, and the business handles a high volume of it every day. The problem was the old telephone platform. It was largely managed in-house, and that had become the biggest pain point: keeping it running consumed a great deal of time and no longer matched the team Driessen Groep now has. It was clear the platform no longer fit the organisation, so the search began for a modern alternative. Microsoft Teams Calling looked promising, because staff already worked in Teams. But on its own, Teams Calling did not have the features a busy contact center needs. There was no advanced queue management, no way to see and steer what was happening in the queues, and no analytics on the calls that came in. For an organisation whose service depends on answering quickly and routing correctly, those gaps mattered.

"The platform we used before was largely managed in-house, and that was the biggest pain point, because keeping it running cost us an enormous amount of time." - Frans Coppens, IT Director, Driessen Groep

The Solution

Driessen Groep looked more closely at Microsoft Teams Calling and found that ROGER365.io added exactly what native Teams lacked: advanced queue management and call analytics, delivered inside the Teams client staff already use. Reaching the right person with a single call is what the platform's routing and Attendant Console are built for. Working with its Elite Partner Interstellar, Driessen Groep defined what the new contact center had to do: keep the organisation as reachable as possible, run on one central platform to reduce the load on staff, and feel familiar so people could start straight away. The customer has run ROGER365.io since September 2022. Getting started was straightforward, and the Teams contact center was set up in very little time. Today Driessen Groep uses one central platform for inbound contact from clients and temporary workers, with queue management and call analytics for supervisors. For agents, little changed: they still call from Teams. Client data integration with the platform is the next planned step.

The Results

The clearest gain is less work behind the scenes. By moving from an in-house managed system to one central platform, Driessen Groep cut the maintenance burden that used to consume so much time, and the team now spends its effort on people rather than on keeping the lights on. Reachability improved: clients and temporary workers get to the right person with a single call, on a platform built to keep the organisation available. Supervisors gained visibility they did not have in native Teams, with queue management and analytics on the calls that come in, so they can see what is happening and act on it. For agents, the change was smooth: they kept working in Teams, so no retraining was needed, and Frans Coppens describes the transition from the old platform as flawless. Because the contact center runs inside Microsoft Teams, administration and governance stay simple for IT.

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"We now have one central platform through which we are optimally reachable for our clients and our temporary workers, and because everything is in one place, we have far less work. The move from our old platform was flawless." - Frans Coppens, IT Director, Driessen Groep

Lessons Learned

Driessen Groep is clear that the win came from choosing a platform that fits how people already work. Because agents kept calling from Teams, the change asked almost nothing of them, and the transition ran without disruption. Its own reflection is forward-looking rather than corrective: the real value grows once client data is integrated with the platform. The advice is to treat go live as the start, not the finish, and to plan the data integrations that turn a working contact center into a smarter one.

The Future

Driessen Groep sees its ROGER365.io setup as a growth path. The clear next step is integrating client data with the platform, so agents have the right context on every call and the organisation can use the contact center more fully. Frans Coppens describes the relationship with Interstellar as one where both sides keep learning from each other and put the platform to better use over time. As that data comes together, Driessen Groep expects to serve its clients and temporary workers faster and more personally, while keeping everything on one central Microsoft Teams platform.

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