A sweet collaboration, Tony’s Chocolonely and KonductiT

At KonductiT, we are always looking for ways to help our clients achieve their communication goals. When we got in touch with Tony’s Chocolonely, a company with a clear mission, we knew very quickly that we had found an ideal collaboration.

Tony’s Chocolonely is more than a chocolate brand. The company has a mission: to eliminate exploitation in the cocoa industry. Since its foundation in 2004, Tony’s Chocolonely has grown into an international success story. With growing markets in Europe and the US, the organization has become a leading player in the global chocolate market. And behind the scenes, this growth is supported by a strong technological foundation, in which Microsoft technology and the collaboration with KonductiT now play a crucial role, especially in improving communication with employees, suppliers, and customers.

Communication challenges in a Growing Organization

The rapid international growth of Tony’s Chocolonely brought new challenges, particularly in terms of communication infrastructure and customer service. Telephony costs rose to over €2,000 per month, while the need for an international telephony solution within Microsoft Teams increased. Furthermore, Tony’s wanted to boost customer service efficiency, partly through an integration with Salesforce and the deployment of artificial intelligence (AI).

Tom van Straaten, IT systems & Cloud engineer at Tony’s Chocolonely, played a central role in the search for the right solutions. Tom faced the challenge of finding a partner capable of delivering telephony via Microsoft Teams across multiple countries. A reliable and scalable solution was essential to ensure smooth international communication within Tony’s Chocolonely. After an extensive search, Tom got in touch with KonductiT, a flexible Microsoft partner that proved capable of delivering fixed telephony services via the Microsoft Teams Phone platform in all international countries where Tony’s Chocolonely operates.

Our Approach

After receiving a suitable proposal with a well-thought-out step-by-step plan, Tony’s Chocolonely decided to enter into partnership with KonductiT. This choice brought several benefits:

• Cost savings: By switching to telephony via Microsoft Teams Phone and collaborating with us, the reliance on expensive subscriptions was greatly reduced.
• International Coverage: We provided Teams Operator Connect telephony services through Orange Business, which, with a reach expanding to 146 countries, enabled full coverage in all the countries where Tony’s operates.
• Improved Customer Service: The implementation of a new Microsoft Teams (Extend) contact center based on ROGER365.io, which was fully managed by us, subsequently provided a seamless integration with Salesforce and Teams Phone. Relevant customer data is now automatically and immediately visible during an incoming call, enabling employees of the 'chocofancare' department—the customer contact center of Tony’s Chocolonely—to respond faster and more personally.

De samenwerking verliep mede dankzij onze proactieve aanpak heel soepel. “KonductiT understood our needs and offered exactly the right solution,” said Tom. “Their support and technical expertise made all the difference. They took the lead in the project and were highly proactive. Even when we didn't explicitly ask for something, they thought along with us and came up with valuable solutions. A great example of this is the new integration with Salesforce, which now makes customer information immediately available during calls.”

Success and Future Steps

The project and the approach have delivered immediate, visible results for Tony’s Chocolonely:

• Cost reduction: The costs for telephony have decreased significantly due to the optimization of the Teams-based telephony solution.
• Future-Proof Communication Infrastructure: The transition to the ROGER365.io Cloud-based contact center, with Teams as the central communication platform, provides flexibility and scalability for future growth, offering enhanced functionality and seamless expansion into other countries.
• Efficiency Improvement: Thanks to the integrated connection between ROGER365.io and Salesforce, contact center agents can respond to customers faster and more effectively. This increases satisfaction for both employees and customers.

Tom van Straaten emphasizes the importance of customer service as an extension of the impact organization: “Personal contact with our customers is essential. We never want to brush our customers off to a website, but instead offer genuine, personal contact.” He adds: “KonductiT fits our culture perfectly. We like short lines of communication, direct contact, and solution-oriented thinking, and that is exactly what they offer. Unlike large providers, a smaller partner like KonductiT offers more flexibility and a customer-centric approach.”. Hij voegt eraan toe: “KonductiT fits our culture perfectly. We like short lines of communication, direct contact, and solution-oriented thinking, and that is exactly what they offer. Unlike large providers, a smaller partner like KonductiT offers more flexibility and a customer-centric approach.”

The collaboration between Tony’s Chocolonely and KonductiT demonstrates how a proactive, flexible partner can contribute to more efficient processes, cost savings, and improved customer service. “Choosing us aligns perfectly with the culture of Tony’s Chocolonely: building a better world together in an honest and transparent way, both in the cocoa industry and in the technological field,” says Rob Dinnissen of KonductiT. He adds: “We hit it off with Tony’s Chocolonely right away. They chose us not only for our in-depth knowledge and experience, but above all for our personal attention and transparency. It is great to work with a client who values our approach and with whom we can make a real impact, especially given their international ambitions.”

Thanks to this collaboration with KonductiT, Tony’s Chocolonely is ready for further international growth, supported by a future-proof, scalable, and customer-centric communication infrastructure powered by Microsoft Teams Phone and ROGER365.io.

For more information about this reference case, please visit the ROGER365 website. ROGER365 website

About KonductiT
KonductiT has over 25 years of experience in orchestrating and delivering advice and solutions in telecommunications and information technology within organizations’ digital workplaces. The company focuses specifically on Microsoft Teams Phone, Microsoft Teams Rooms, Contact Centers, and healthcare communication.
Our ambition is to improve and modernize telecommunications and information services for organizations, consumers, and partners. The goal is to promote hybrid working through modern solutions. We believe it is important to provide solutions that are easy for everyone to set up, learn, and use.

For more information, visit: https://konductit.com and https://teamsphone.nl