BTL case study: How Fonzer cloud telephony achieves flexibility, reachability, and cost savings
From loyalty campaigns to service partner
BTL is an established B2B player in electrical appliances and professional fit-outs. The company started in the 1990s with loyalty and incentive projects, where electrical appliances were used as promotional extras. Since then, BTL has grown into a reliable partner for:
- hospitals
- care homes
- hotels
- professional installations and logistics
Today, BTL works with a team of 13 employees, including 8 field technicians, and manages partnerships with brands such as Philips, BSH (Bosch Siemens Group), Whirlpool, and Dometic.
Collaboration of more than ten years
The relationship between BTL and Fonzer goes back to the first technological breakthroughs around cloud telephony and mobile apps. Since then, the collaboration has evolved alongside:
- smartphones
- mobile integration
- cloud infrastructure
- hybrid working
"We’ve been working together for more than ten years now. The system is stable and always works."
The challenge: reliable reachability without complexity
For a logistics and technical organization like BTL, telephony is not a detail; it is operationally important. Installations happen on-site, deliveries must be coordinated, and technicians must remain permanently reachable. When a team is on the road or working in a new building, poor reachability can immediately impact:
- planning
- service
- customer satisfaction
- internal efficiency
BTL therefore looked for a solution that:
- works flexibly in the office and on mobile
- remains stable during technical incidents
- easily forwards to mobile and DECT
- requires no complex infrastructure
Why BTL chose Fonzer cloud telephony
When choosing a telephony partner, technology was not the only factor; above all, a personal approach and customization made the difference.
Fonzer stood out because they:
- offered direct solutions for complex situations
- analyzed technical interference problems (alarm systems, sensors, DECT)
- could integrate analog and digital systems
- responded quickly during incidents
"Fonzer was really made for us. They came with solutions immediately, and technicians were here right away."
Service also proved crucial during unexpected problems.
"After an electronics incident, everything was resolved within half a day. Then you know you’re in good hands."
Implementation: fast adoption and immediate benefit
The transition to cloud telephony was positively received internally. Employees immediately noticed benefits such as:
- calling with the company number via mobile
- easy call forwarding
- switching flexibly between devices
- working from any location
BTL does not use queues or complex call flows. Their operation mainly relies on:
- direct forwarding to mobile
- internal calling via DECT and desk phones
- staying reachable on mobile via cloud
"Everything you think of, like: can that be done? Yes, it can. It’s flexible, stable, and easy to use."
Flexible working, even before COVID
An unexpected advantage became clear during the pandemic. Because BTL was already using cloud telephony, the team could work from home without any adjustments while customers experienced the same reachability.
"During COVID, we could work from home perfectly while everyone thought we were in the office. Numbers didn’t need to be changed, and everything just worked."
This shows how modern telephony not only supports communication, but also guarantees business continuity.
Concrete impact: efficiency and cost savings
Cloud telephony delivered tangible benefits:
1. Less physical presence required
No fixed reception desk or office requirement to remain reachable.
2. Lower operational costs
Less dependence on infrastructure and local installations.
3. Better mobility for technicians
Communication remains intact on-site.
4. Continuity during technical problems
Mobile reachability keeps working through the cloud.
"You don’t have to be in the office to remain reachable. That results in enormous cost savings."
Would BTL recommend Fonzer?
The answer is clear.
"Yes, of course. Good system, working system. If we meet someone with an old system, we say: talk to those guys."
BTL describes Fonzer as:
- inventive
- flexible
- proactive
- loyal
Conclusion: cloud telephony as the silent engine of operational continuity
For BTL, telephony is not a supporting tool, but an essential part of their daily operations.
Fonzer provides them with:
- reliable reachability throughout Belgium
- flexibility for office and on the road
- proven stability after more than 10 years
- personal support in complex situations
The result is a communication system that grows with the company, without becoming more complex.
Would you also like to know what Fonzer can mean for your company? Get in touch.