OGD IT Services: Scaling Seamless Customer Communication with AnywhereNow

From a small IT firm to a large-scale 01 service provider

OGD IT Services began in 1989 as a small company managing IT for a handful of schools. More than 30 years later, the company has grown into a leading IT outsourcing provider, offering workplace management, server maintenance, and service desk support to 35,000 end users across municipalities, government agencies, and businesses.

As OGD’s customer base expanded, its service desk operations became increasingly complex. The team needed a smarter, more scalable way to handle thousands of inbound calls efficiently, ensure the right agents were responding, and gain better visibility into service performance.

The challenge: no centralized call center, no visibility, no control

Before implementing AnywhereNow in February 2016, OGD didn’t have a structured call center solution—and that created significant challenges.

“I don’t even think we had a third-party product before this,” says Jacob Poot, IT Manager at OGD. “We were using something like Skype, but there was no proper call routing or a way to report on service levels. We just didn’t have that visibility.”

Without a proper telephony system, OGD faced several roadblocks:

❌ Inefficient Call Handling – Without proper call routing, customers often didn’t reach the right agent quickly, leading to frustration and longer resolution times.

❌ No Service Desk Oversight – IT managers had no way to track performance or measure SLA compliance, making optimization nearly impossible.

❌ Scalability Concerns – As OGD’s customer base grew, handling service inquiries manually wasn’t sustainable. They needed a system that could evolve with their business.

The Solution: AnywhereNow as the Backbone of Service Desk Communication

Recognizing the need for a smarter and scalable solution, OGD chose AnywhereNow as its first structured call center platform. The decision was an easy one, as the company was already deeply integrated into the Microsoft ecosystem.

“We chose Anywhere365 because it’s fully embedded in Microsoft,” Jacob explains. “We are a Microsoft-oriented company, so this made complete sense for us. The fact that Anywhere365 is a Microsoft partner was a big advantage.”

With AnywhereNow, OGD finally had a centralized, intelligent telephony system to manage and optimize service desk interactions.

How AnywhereNow Transformed OGD’s Service Desk Operations

1. Smart Call Routing for Faster Resolutions

One of the biggest game-changers was agent hunting—a feature that ensures customer calls are automatically directed to the right person based on expertise and availability.

“Now, we can define workflows, create agent groups, and match customers with the right agent based on their skills,” says Jacob. “Before this, we had no structured way to do this.”

The result?
✅ Customers reach the right agent faster
✅ Reduced wait times and improved resolution rates

2. Full Visibility & Control for IT Managers

Before AnywhereNow, IT managers had no insight into service desk performance.

“Before this, we didn’t even have a way to check how calls were being handled,” Jacob recalls. “Now, we have full insight into our service desk operations, which makes a massive difference.”

With real-time dashboards and call analytics, OGD can now:
📊 Track SLAs and call handling efficiency
📊 Identify and fix bottlenecks before they impact customers
📊 Continuously improve service quality based on data-driven insights

3. A Reliable, Scalable Solution That Just Works

As OGD continued to grow, they needed a system that wouldn’t break under pressure. Moving to the cloud-based SaaS version of AnywhereNow was a game-changer in ensuring stability.

“Since switching to the SaaS version, we haven’t had a major outage,” Jacob notes. “I honestly can’t remember the last time we had a system-wide disruption.”

By letting AnywhereNow handle the heavy lifting, OGD now experiences:
✅ Improved system reliability and uptime
✅ Scalability without disruptions
✅ Fewer IT headaches

The Results: A Service Desk That Runs Smarter, Not Harder

Since implementing AnywhereNow, OGD’s service desk has become faster, more efficient, and easier to manage.

✨ Customers now reach the right agents quicker
✨ IT managers have full oversight and control
✨ The platform has scaled seamlessly with OGD’s growth

Final Thoughts: Advice for Other IT Managers

For IT leaders considering a new telephony system, Jacob offers one key piece of advice:

“Be flexible, and invest in the right system from the start,” he says. “Listen to the experts at AnywhereNow. Don't overcomplicate things—go with a stable, scalable solution that works.”

With AnywhereNow, OGD has turned its service desk into a high-performing, customer-centric operation, ready to support thousands of users with ease.

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