BTL case study: How Fonzer cloud telephony delivers flexibility, accessibility and cost savings

From loyalty campaigns to service partner

BTL is an established B2B player in electrical appliances and professional furnishing. The company started in the 1990s with loyalty & incentive projects, using electrical appliances as promotional extras. Since then, BTL has grown into a trusted partner for:

  • hospitals
  • care homes
  • hotels
  • professional installations and logistics

Today, BTL works with a team of 13 employees, including 8 technicians in the field, and manages partnerships with brands such as Philips, BSH (Bosch Siemens Group), Whirlpool and Dometic.

Partnership spanning over ten years

The relationship between BTL and Fonzer dates back to the early breakthroughs in cloud telephony and mobile apps. Since then, the partnership has grown alongside:

  • smartphones
  • mobile integration
  • cloud infrastructure
  • hybrid working

"We have been working together for more than ten years now. The system is stable and always works."

The challenge: reliable accessibility without complexity

For a logistics and technical organization like BTL, telephony is not a detail, it is operationally critical. 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 accessibility can immediately impact:

  • planning
  • service
  • customer satisfaction
  • internal efficiency

BTL therefore sought a solution that:

  • works flexibly in the office and on the move
  • 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 provider, not only technology played a role, but especially personal approach and customization made the difference.

Fonzer distinguished itself by:

  • directly offering solutions for complex situations
  • analyzing technical interference problems (alarms, sensors, DECT)
  • integrating analog and digital systems
  • responding quickly to incidents

"Fonzer was really tailored to us. They came directly with solutions and technicians were here immediately."

Their service also proved crucial in unexpected problems.

"After an incident with electronics, everything was resolved within half a day. Then you know you're in good hands."

Implementation: quick adoption and immediate benefits

The transition to cloud telephony was positively received internally. Employees immediately noticed benefits such as:

  • calling with company number via mobile
  • easy call forwarding
  • flexible switching between devices
  • working from any location

BTL does not use queues or complex call flows. Their operation primarily relies on:

  • direct forwarding to mobile
  • internal calling via DECT and fixed phones
  • staying reachable via cloud on the move

"Everything you can think of: can we do that? Yes, we can. It's flexible, stable and easy to use."

Flexible working, even before COVID

An unexpected benefit emerged during the pandemic. Because BTL already worked on cloud telephony, the team could work from home without any adjustments while customers experienced the same accessibility.

"During COVID, we could work perfectly from home 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 brought tangible benefits:

1. Less physical presence required

No fixed reception desk or office obligation to remain reachable.

2. Lower operating costs

Less dependence on infrastructure and local installations.

3. Better mobility for technicians

Communication remains intact on-site.

4. Continuity during technical problems

Mobile accessibility continues to work via cloud.

"You don't need to be in the office to be reachable. That saves an enormous amount of money."

Would BTL recommend Fonzer?

The answer is clear.

"Yes, of course. Good system, working system. If we encounter someone with an old system, we say: talk to these guys."

BTL describes Fonzer as:

  • innovative
  • smooth
  • thoughtful
  • 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 accessibility throughout Belgium
  • flexibility for office and on the move
  • proven stability after more than 10 years
  • personal support in complex situations

The result is a communication system that grows with the business, without becoming more complex.
Would you also like to know what Fonzer can mean for your company? Contact us.

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