Telephony is an important part of the modern workplace. Especially for organizations within the public sector. In order to respond to the questions of their citizens as smoothly as possible, the IT service of Grimbergen was looking for a new VoIP system. Want to find out how Vincent Stessels, our expert in cloud telephony, helped them with this? We're more than happy to tell you.
Thu, 20 February 2025
“A few years ago, we started to rely heavily on hybrid work, like most organizations” says Eva De Wulf, Head of Policy Support from Grimbergen's local government. “To facilitate that, we looked for a flexible telephony system that would allow us to communicate smoothly with our citizens from anywhere, at any time.”
But their existing on-prem telephony solution wasn't working as intended. “We faced enormous queues, disconnecting calls, and so on. It was simply frustrating. Not just for our fellow employees, but also for the citizens of Grimbergen.”High time for an alternative system.
To support the inhabitants of Grimbergen at all times, the IT department was looking for a suitable VoIP solution. But which system was the best fit for them? And how did we handle the transition to their new system?
In general, the result was very well received: “We get compliments about the new system mostly, both from colleagues and from the citizens. And that's very nice, of course”, Eva smiles. “Now our citizens immediately reach the right employee to assist them. And that's ultimately what we do it for.”
In a cloud telephony project, user adoption is obviously extremely important: “Our task is really only complete when all end-users can work smoothly with the new system”, explains Vincent. “On the day of the switch, we always insist on being on-site to facilitate the entire process as well as possible. And to offer the end-users as much support as needed”. That's how we guarantee the lasting success of the project.
The digital know-how also fits perfectly within Grimbergen's broader ambitions. Because in the long term, they want to roll out the complete Microsoft 365 suite within their organization, so that they can continue to digitalize at full speed. “Our ultimate goal is that all our employees learn to work with the tools of the future at their own pace,” says Eva. “And Vincent and his team have played a very important role in that process. Thanks to their thorough explanations, all our colleagues are completely up to speed with the new cloud telephony system.”
With the old telephony system, Eva's team was very dependent on external parties to make changes. But that has become a lot easier now: “Now our IT service can make small adjustments themselves, such as adding or removing new numbers, changing call flows, and such. And that's obviously a huge added value for us”, says Eva.
And if something goes wrong? Or if they have more complex questions? Then they'll just plan a quick call with us through Teams.
Our experts are happy to assist you and your organization with the switch.
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