Tony’s Chocolonely

As Tony's Chocolonely expanded, older communication tools such as Skype for Business couldn’t match the convenience or pace of emerging collaboration tools. Third-party messaging apps turned out to be too time-consuming. Online collaboration platforms quickly surpassed the license limits and costs outweighed the benefits.

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Tony's decided to upgrade to modern workspace solution by Microsoft rolling out Teams, a part of the Office 365 subscription, consolidating telephony with Office 365, giving employees access to the company landline through Teams with the Vodafone Calling solution.

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For external dialogues, Teams was extended with the AnywhereNow Dialogue Cloud communications platform, which interoperated with Salesforce CRM, so that all incoming calls could be logged in the company’s customer database.

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Thanks to the approach of AnywhereNow and Microsoft Teams, incoming calls were automatically routed to the best skilled person to handle the call, regardless of where they were. Contact information was included for the convenience of the customer agent. And this was all made accessible in one modern agent workplace, the AnywhereNow WebAgent.

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Having all the data on SharePoint, reports being made in PowerBI and omnichannel capabilities running through AnywhereNow, created a seamless experience for the Tony's team. It saved time for their customers, partners, suppliers - as well as their own team.

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