Customer case: AXI Group

Challenges

Outdated technology and growing demands

AXI’s previous contact center relied on a Skype for business solution, which no longer met their needs. Frequent connectivity issues and a complex user experience affected day-to-day operations and slowed response times. “Our solution simply didn’t meet expectations anymore,” explains Steven Goeman, service operations manager at AXI. “We needed a reliable, efficient system that supported our growth and helped us deliver seamless service.”

A need for simplicity and integration

A dedicated workgroup within AXI outlined their specific needs: a user-friendly software client without VPN requirements, a reliable and easy-to-navigate contact center solution with advanced reporting capabilities, and seamless integration with Microsoft Teams. Compatibility with databases and custom software was also a priority to ensure the solution fit AXI’s unique operational needs.

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‍Impressive demo at the Hanssens inspiration center

AXI’s team found the answer during a visit to the Hanssens Inspiration Center. The tailored demo not only addressed AXI’s questions but also provided a comprehensive overview of the capabilities and flexibility Hanssens could offer. “The demo experience gave us confidence that Hanssens was the right partner,” says Goeman. “Their approach was personal, informative, and perfectly aligned with our vision.”

“Hanssens stood out in every aspect — from the demo and proposal to their future-focused solutions and transparent communication,” Goeman explains.

Seamless deployment exceeding expectations

The implementation of the ROGER365.io solution was smooth and completed on schedule. “We wondered if it was too good to be true, but the rollout exceeded our expectations,” Goeman shares. The AXI team was especially pleased with the system's efficiency and reliability, which improved operational flow significantly.

Reliable ongoing support

AXI also values Hanssens’ aftersales support, which ensures quick, effective responses to any inquiries. “What we appreciate most is their continued support post-implementation,” adds Tim Scheers, Team Unit Manager. “Their open, personal approach gives us the confidence that we’re in good hands.”

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Solution overview

AXI now uses ROGER365.io with specific call queues. Reception numbers from multiple locations are streamlined into a single flow, allowing staff to handle calls seamlessly, regardless of location. CRM integration enhances customer interaction, while Power Automate enables after-hours call forwarding to on-call mobile phones.

For essential government SLAs, agent status and incoming calls for AXI’s Justice flow are recorded in a custom AXI application, thanks to Hanssens’ tailored software. Additionally, ROGER365.io allows AXI employees to make outbound calls with either Dutch or Belgian numbers, depending on the recipient’s location, offering flexibility and further supporting AXI’s communication goals.