Tony's Chocolonely scales global customer service on Microsoft Teams with ROGER365.io

About Tony's Chocolonely

Tony's Chocolonely is more than a chocolate brand. The company has a clear mission: to end exploitation in the cocoa industry and make 100% slave-free chocolate the norm worldwide. The brand combines a recognisable, unequally divided chocolate bar with a serious agenda: traceable beans, long-term farmer relationships, and a higher reference price for cocoa farmers.

Founded in 2004 in Amsterdam, Tony's Chocolonely has grown from a Dutch startup into an international success story. With annual revenue growth of around 40% and expanding markets in Europe and the United States, the company is now a leading player in the global chocolate market. Behind that growth sits a strong technology foundation, with Microsoft 365 and the partnership with KonductIT and ROGER365.io playing a central role in how Tony's communicates with employees, suppliers, and customers.

The challenges

As Tony's Chocolonely scaled internationally, the limits of the existing communications stack became visible. Telephony costs had climbed, and the company needed a single, international telephony solution that lived inside Microsoft Teams rather than alongside it. The customer service team, known internally as Chocofan Care, also needed Salesforce data to be available at the moment of a customer call, not three clicks away in another browser tab.

Tom van Straaten, led the search for a solution. The brief was specific. One platform for fixed telephony in every country where Tony's operates, native to Microsoft Teams, with the depth of integration that the contact centre and the marketing organisation needed in order to keep customer experience genuinely personal.

The previous setup created friction in three places:

• Productivity and performance: agents handled calls with little context, and IT carried the cost and complexity of separate telephony contracts in multiple countries.
• Customer experience (CX): without Salesforce context at the start of a call, the conversation always began with the customer repeating who they were and what they had ordered. That is the opposite of the personal contact Tony's wants to be known for.
• Employee experience (EX): agents juggled multiple systems and had no consistent set of analytics or wallboards. Supervisors had limited visibility on queues, service levels, and where to focus the team.

The Solution

Tony's Chocolonely chose ROGER365.io, implemented by KonductIT, for a Microsoft-certified contact centre native to Teams, with Salesforce integration and international telephony coverage built in. KonductIT delivered a fast, structured rollout. ROGER365.io layered onto Microsoft Teams Phone, with Operator Connect via Orange Business covering 146 countries. The Chocofan Care team adopted it immediately, it runs inside the Teams client they already use.

The deployed stack: ROGER365.io Contact Centre (Extend mode), Teams Phone with Operator Connect, Salesforce CRM integration, and Insights & Analytics — with a clear path to AI virtual agents and additional channels as Tony's grows.

The Results

• Telephony costs cut significantly: Consolidating onto Microsoft Teams Phone eliminated fragmented country contracts and reduced monthly telephony spend by over €2,000.
• 146 countries on one platform: Operator Connect gives Tony's a single, scalable telephony footprint across every market — no separate stacks per region.
• Personalised service from the first second: Salesforce integration surfaces customer context the moment a call arrives, so agents respond faster and more personally without switching systems.
• IT simplified through Microsoft 365: One admin console, one identity, one compliance posture — adding a country or channel requires no separate infrastructure.
• Foundation for AI-driven CX: With Teams, Salesforce, and analytics in place, Tony's is ready to layer in virtual agents, smarter routing, and Power Automate flows as the business grows.

"ROGER365.io combines a strong Microsoft Teams native product with a flexible partner ecosystem and a roadmap that genuinely keeps pace with what we want to do next." — Tom van Straaten

Lessons Learned

Looking back, the implementation is a success, and there are a few takeaways the team would share with peers:

• Choose a partner that takes the lead. Tony's wanted to focus on its mission and growth, not on running an integration project. KonductIT's proactive approach made that possible.
• Define the integration scope early. Pinning down the Salesforce integration up front meant agents felt the productivity gain on day one, not three months in.
• Use Microsoft Teams as the platform, not as another app. Delivering telephony, attendant console, contact centre, and CRM context inside Teams meant adoption was not really a project. People were already there.

The Future

Microsoft Teams with ROGER365.io creates a long runway for improving customer experience, employee experience, and productivity at the same time, especially when combined with Salesforce, Power Automate, Power Apps, and AI. Tony's Chocolonely sees several practical next steps:

• Virtual agents on the front line. Routine questions about delivery status, allergens, or store locators handled by AI, with smart hand-off to a human when the conversation calls for it.
• Smarter routing. Use Salesforce signals such as customer segment, order history, or open cases to route calls to the right agent first time.
• Power Automate flows. Trigger follow-up tasks, ticket creation, or marketing actions directly from a call event.
• Deeper analytics. Combine ROGER365.io Insights and Analytics with Salesforce reporting to give the marketing organisation a single view on customer conversations.
• More use cases, same platform. Develop and test standardised use cases at one site and roll out to additional regions as Tony's expands, without rebuilding the stack.

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.