Mobimo, one of the largest Swiss real estate companies, moved its complete Microsoft Teams meeting and calling environment to the cloud, replaced its VoIP provider, and integrated its CRM into telephony. With Luware Nimbus inside Microsoft Teams, implemented and operated as a managed service by Luware partner Netcloud, Mobimo now runs all external communication through one central number, and Service Desk agents see a customer's history the moment a call comes in.
For a real estate company that manages its own portfolio, the phone is where the tenant relationship happens. A call about a repair, a lease question, or an appointment at the reception needs to reach the right person quickly, ideally with the context of what was discussed last time. Mobimo set out to make this the standard across three locations, as part of a cloud-first strategy that also replaced its telephony foundation. This is the story of how Mobimo and its IT partner Netcloud got there.
Mobimo is one of the largest Swiss real estate companies, present in German- and French-speaking Switzerland with around 180 employees. Its core competence lies in investment properties and development projects. Closeness to the market and to its customers is central to the business, which is why Mobimo manages its portfolio itself and acts as the direct point of contact for numerous properties and their tenants. That makes a dependable customer service solution essential: tenant inquiries have to be handled simply and efficiently, and the phone system cannot be a source of friction.
During the COVID-19 pandemic, Mobimo introduced Microsoft Teams for meetings. To bring meetings and calling into one unified solution, it then decided to introduce Microsoft Teams Calling. Netcloud, Mobimo's long-standing IT partner, already operated the previous telephony solution as a managed service and took the technical lead for the new one. The goal was clear: a single, cloud-based communication solution, operated as a managed service for Mobimo.
Three requirements defined the project:
In line with Mobimo's cloud-first strategy, the entire Microsoft Teams meeting and calling environment had to move from on-premises to the cloud.
Mobimo needed a new VoIP provider that could meet the requirements of the new setup.
The existing CRM had to be integrated into the new calling solution.
That third requirement turned out to be one of the most demanding tasks in the project.
Mobimo chose Luware Nimbus, Luware's Microsoft Teams-native contact center solution, for its Service Desk on Netcloud's recommendation, as part of a fully cloud-based Microsoft Teams Calling environment.
Three things made Luware Nimbus the right fit:
It integrates directly into the Microsoft ecosystem, so the contact center runs inside Microsoft Teams, the environment Mobimo had already standardized on for meetings and calling.
It brings telephony, chat, email, and other omnichannel functions together on one central customer experience platform.
It connects to the CRM: the integration with Microsoft Dynamics 365 runs through Microsoft Power Platform and Power Automate, so that when a customer calls, the agent immediately sees what was discussed in previous interactions and can handle the request without delay.
Two Luware Nimbus components cover Mobimo's needs: Luware Nimbus Attendant Console for central call switching, and Luware Nimbus Contact Center for the agents at the Service Desk.
The telephony foundation was rebuilt at the same time. Netcloud replaced the previous UC solution with Microsoft Teams Calling, with peoplefone as the new SIP trunk provider and a dedicated cloud Session Border Controller (peoplefone SBCplus) with Direct Routing, which gives Mobimo flexible, independent control of its telephony connection. Phone numbers, routing, and connection quality are now coordinated from one source, backed by a 24/7 support model that Netcloud and peoplefone developed for Mobimo.
Mobimo's three locations were migrated in stages rather than in a single cutover. The Service Desk, which handles tenant inquiries, went first. The receptions followed step by step, and finally the Facility Management with its previously separate telephony solution. Special cases, such as answering calls on behalf of companies renting space at the Facility Management site, were integrated into the central platform as well. Today, all of Mobimo's external communication runs through one central number.
Netcloud is a Swiss IT services provider and Luware partner based in Winterthur, with further locations in Bern and Basel. It has been Mobimo's IT partner for years and has managed the company's entire network and security infrastructure throughout that time. For this project, Netcloud took the technical lead: it recommended Luware Nimbus for the Service Desk, coordinated the VoIP provider and SBC setup, and now operates the complete Microsoft Teams meeting and calling solution, including Luware Nimbus, as a managed service.
The solution has run without problems since day one, and Mobimo's employees and customers now work with one stable system and simpler processes.
The most visible result is consolidation. Where Mobimo previously ran separate telephony for the Service Desk, the receptions, and the Facility Management, all external communication now runs through one central number on one Microsoft Teams-based platform. Calls are switched centrally in Luware Nimbus Attendant Console, and Service Desk agents handle tenant inquiries in Luware Nimbus Contact Center, in the same environment Mobimo already uses for meetings and calling.
For the Service Desk, the CRM integration changed the daily routine: when a tenant calls, the agent sees at once what was discussed in previous interactions and can handle the request efficiently, without the caller having to repeat their history. On the infrastructure side, Mobimo gained a fully cloud-based communication solution, a more cost-effective telephony setup with peoplefone, its own SBC for flexible control of the telephony connection, and a 24/7 managed service from Netcloud and peoplefone.
Mobimo Holding AG, founded in 1999 and listed on the SIX Swiss Exchange, is one of Switzerland's leading real estate companies. More information: mobimo.ch
This success story was originally published by Luware partner Netcloud and has been adapted for luware.com with Netcloud’s permission. Read the original story in German on netcloud.ch