In a groundbreaking pioneering project, ROSE Bikes and IP Dynamics jointly explored the possibilities of Microsoft Teams integration in the contact center, created a project plan and finally mastered the implementation.
Rose Bikes is a customer-centric bike brand from Bocholt (North Rhine-Westphalia) whose mission is to provide people with unique biking adventures. The 480-employee family-owned company has largely handled its customers’ concerns via email. However, since telephony was also to play a greater role and the ALCATEL telephone system previously used was no longer supported by the manufacturer, the focus laid on a holistic communications solution. For this project, IP Dynamics was contracted.
Microsoft Teams was chosen as the new telecommunications solution. Already used in the past for internal communication, this solution was also to be used to make external calls in the future. To meet this requirement, Microsoft Teams had to be integrated into the existing contact center. Microsoft offers a corresponding interface, but the usable functions are limited. ROSE Bikes and IP Dynamics jointly mapped out the possibilities for integration and, after developing a project plan, pushed ahead with implementation.
The result is impressive: The new solution processes up to 400 calls. At the same time, 45 employees control all service calls entirely via the Microsoft Teams client. The possibility of changing workstations as well as home office is now also possible. In addition, the company gains the flexibility to easily scale the software solution according to requirements and the situation. Daniel Vollmer, Director IT at ROSE Bikes is also visibly satisfied: “Today we are very happy that we have mastered the adventure together. IP Dynamics stood by us at all times with advice and support during the migration to Microsoft Teams, so that we were able to make the project a success despite all the technical hurdles.”