DAK customer case study with Dstny UCaaS

Challenge

DAK Intermediairscollectief serves as a service provider for financial intermediaries, offering solutions in insurance, mortgages, and mobility. Their core strength is accessibility: quick, personal customer service delivered by phone. With 1,500 partner offices and a client base that often prefers calling directly, maintaining reliable telephony was crucial.

When Microsoft discontinued Skype for Business, DAK’s existing system could no longer support their needs. They needed a solution that:

• Integrated smoothly with Microsoft Teams (used internally)

• Supported heavy call volumes with flexibility and reliability

• Allowed self-management of users, call groups, and schedules

• Delivered analytics to monitor performance and service levels

Solution

After exploring options, DAK selected Dstny UCaaS as the best fit. The decision was based on flexibility, technical reliability, and the ability to empower staff with self-service features.

“We receive more than 1,500 calls a week, and good accessibility is our USP. With Dstny UCaaS, we can maintain that promise while integrating with the way we already work.”
— Mark van Oppel, ICT Director, DAK

The implementation process involved Dstny engineers mapping the existing telephony setup, analyzing call flows, and designing the migration plan. A dedicated Teams chat ensured close collaboration, fast feedback, and quick problem resolution during rollout.

Dstny UCaaS provided staff with tools to create call groups, link numbers, and adjust schedules independently. Meanwhile, Dstny Analytics offered detailed insights into call volumes, answered/missed calls, and service levels, helping DAK continuously refine its customer contact processes.

“The advantage is that as users we can configure a lot ourselves — from call groups to schedules. And if we run into issues, Dstny experts are there right away.”
— Jis van Wijk, IT Staff, DAK

Results

With Dstny UCaaS, DAK achieved:

• Seamless external calling alongside Microsoft Teams internal communication

• Improved flexibility with user-managed call groups and schedules

• Greater insight into customer contact with detailed analytics

• Strong support during and after migration with open communication channels

• Sustained customer accessibility, handling more than 1,500 calls per week efficiently

“Dstny thought along with us every step of the way. Their solution is flexible, reliable, and helps us deliver on our promise of being always reachable.”
— Mark van Oppel, ICT Director, DAK

By implementing Dstny UCaaS, DAK ensured seamless external calling alongside Microsoft Teams for internal communication. The new platform improved flexibility, gave users more control over call groups and schedules, and provided powerful analytics for service optimization. With strong collaboration during implementation and responsive support, DAK enhanced both customer reachability and internal efficiency.