Kleurrijk Wonen, a Dutch housing corporation managing more than 15,000 homes across the central Netherlands, replaced an unreliable cloud phone system that dropped calls, degraded call quality, and could not route callers to the right department. By moving its contact center to Luware Nimbus inside Microsoft Teams, the corporation cut dropped calls by 15% and added intelligent routing so tenants reach the right colleague the first time.
For a housing corporation, a phone call is rarely small talk. A tenant may be calling about a repair, a rent question, or somewhere safe to live. When that call drops, or lands with the wrong department, the problem does not just get delayed. The conversation can end before it starts. This is the story of how Kleurrijk Wonen fixed a broken call experience and where it plans to take the journey next.
The challenge
Kleurrijk Wonen faced two problems at once: reliability and routing. Its previous cloud telephony platform dropped calls and delivered poor audio quality, and it had no intelligent routing, so transfers between departments were guesswork and callers often ended up in the wrong place. Both problems frustrated tenants and agents alike, especially with 25 agents fielding close to 10,000 calls every month.
The corporation had already moved away from a local client-server phone setup to a cloud-based platform. That move, however, introduced significant instability. A notable share of calls became unclear after a short time or dropped entirely. The team worked hard to fix it, trying hardware replacements, software updates, and external specialists, but none of these delivered a lasting solution.
The timing raised the stakes. Kleurrijk Wonen was rolling out a new CRM system from a different supplier, which created a clear need to bring telephony and customer management into a single, dependable environment rather than a patchwork of disconnected tools. The previous setup also lacked intelligent routing. Agents had little visibility into who was available, so a transfer across departments was a guess, and a caller could land with the wrong team or be lost along the way. The corporation needed a platform that would fix reliability, routing, and integration at the same time.
The solution
Kleurrijk Wonen selected Luware Nimbus, Luware's Microsoft Teams-native contact center solution, delivered with implementation partner All Connect Solutions.
Three things made Luware Nimbus the right fit. First, it runs inside Microsoft Teams, the environment Kleurrijk Wonen's agents already used every day. Second, it added intelligent routing, so callers reach the right colleague the first time instead of being transferred on a guess. Third, it brought telephony, customer context, and team visibility into one place, which is exactly what the corporation had been missing. Agents gained insight into call handling and queue status, along with a clear view of who was available.
Adoption inside a familiar environment
Because Luware Nimbus lives in Microsoft Teams, adoption was straightforward. Training was minimal, and short sessions were enough to bring all 25 agents up to speed. Staff were already comfortable in the wider platform, so there was no unfamiliar interface to learn. Consolidating several separate tools into one interface reduced day-to-day complexity and simplified how the team worked.
About the partner, All Connect Solutions
Kleurrijk Wonen delivered the project with All Connect Solutions, a Netherlands-based Luware partner specializing in cloud communications and Microsoft Teams telephony. All Connect Solutions led the implementation and migration to Luware Nimbus and continues to provide local support and guidance. Its close knowledge of both Microsoft Teams and the day-to-day needs of Dutch organizations helped keep the transition smooth and gave Kleurrijk Wonen a dependable local point of contact throughout the project and beyond.
The results
The most immediate results were reliability and routing. Dropped calls fell by 15%, and callers reached the right colleague the first time, so tenants no longer had to call back.
With the technical disruptions gone, agents could focus on the conversation instead of the connection. They gained control and visibility over their work, from call handling to queue status, and intelligent routing connected callers to the right team the first time instead of the earlier guesswork. Bringing several tools together in one Microsoft Teams interface simplified everyday workflows and improved usability. For tenants, the effect was practical: smoother interactions and quicker resolution across the 9,900+ calls the team of 25 agents now handles each month, without the frustration of a call that cut out halfway through or landed with the wrong department.
From a management perspective, Kleurrijk Wonen also gained better reporting through dashboards and analytics, supporting closer monitoring of operations. In the spirit of an honest account, not every measurable improvement can be attributed to the new platform alone, but the operational gains in reliability, visibility, and simplicity are clear.
Key benefits:
- Reliable calls. Connections held, cutting dropped calls by 15%, so tenants got through the first time and callbacks dropped.
- Right-first-time routing. Intelligent routing connected callers to the right colleague instead of guesswork across departments, cutting misrouted transfers and lost calls.
- Agent visibility. Insight into queues, call handling, and colleague availability helped 25 agents manage their own work and stay in control.
- One place to work. Consolidating separate tools into a single Microsoft Teams interface reduced complexity and made the system easier to use.
- A better tenant experience. Fewer dropped and misrouted calls meant smoother conversations and faster resolution across nearly 10,000 calls a month.
- Stronger reporting. Dashboards and analytics gave managers clearer visibility into operations.
What comes next: exploring AI
Kleurrijk Wonen is now looking at where AI can extend its human-centered service. The corporation is evaluatingautomated call summaries, which are created manually today, so that summaries can be generated and stored in the system automatically. It is also considering sentiment analysis to better understand tenant conversations. The guiding question is a practical one: Where can AI help agents spend less time on admin and more time with the person on the line?
Kleurrijk Wonen, a Dutch housing corporation that manages more than 15,000 homes across the central Netherlands. More information: kleurrijkwonen.nl
