How ZEBRA Betriebs GmbH improves accessibility and collaboration with Easy Calling

ZEBRA Betriebs GmbH is one of Austria’s leading service providers for driving schools. Every year, its partner companies help numerous learner drivers at several locations on their way to obtaining their driver’s license. In addition to the training itself, customer service plays a crucial role. Prospective customers want quick answers to questions about courses, dates, prices, or registration. A reliable hotline is therefore a central component of their daily work. But this is precisely where ZEBRA and its partners faced major challenges. Telephony was spread across several locations, and important information was often lost in the day-to-day routine. The existing solution was no longer up to date – and prevented modern, efficient customer service. In this blog post, we show how ZEBRA Betriebs GmbH is improving its accessibility.

The starting point: Many locations, little transparency

ZEBRA uses Microsoft Teams for its telephony and operates several locations in Austria. For call management, this meant that calls were received at different locations, there was a lack of overview, and missed calls were difficult to track. It took a lot of effort to keep the company’s internal callback promise. At the same time, cross-location collaboration was becoming increasingly complex.

Another problem concerned callbacks. Many customers knew the number of ZEBRA’s main location. However, if a callback came from another partner company, it was often not accepted. This made reliable communication difficult and caused delays.

There was also a need for optimization from an internal processes perspective. The call history should be fully visible in the CRM so that every interaction is documented and customers can be supported professionally throughout.

The solution: Easy Calling for Microsoft Teams

ZEBRA was already using Microsoft 365 and working with Microsoft Teams on a daily basis. So it was clear that the new solution had to integrate into this environment—without additional systems or complicated training. The choice fell on Easy Calling, a compact contact center for Microsoft Teams.

The introduction was quick and easy. After just a short time, it became clear how much Easy Calling would change everyday customer service.

Full transparency in real time

With Easy Calling, the team can see all incoming, ongoing, and missed calls in real time. That sounds simple, but it makes a huge difference. Missed calls are immediately visible. Callbacks can be made promptly, and the service becomes faster and more reliable overall. Employees have a clear overview of what is happening and can respond accordingly.

Cross-location collaboration

One of the greatest strengths of Easy Calling is the easy management of substitutions across locations. When one location is busy, the head office takes over – without any loss of information. Employees can log in or out of call queues with a single click. This means that ZEBRA remains easily accessible even at peak times, and customer service benefits from significantly greater flexibility.

Callbacks with the familiar phone number

For many customers, the familiar phone number of their main location is an important factor in building trust. Easy Calling ensures that callbacks are always made using the usual number – even if another location makes the call.

This has noticeably improved the success rate of callbacks and ensures greater clarity and professionalism in communication.

CRM integration for all-round professional support

In addition to its daily hotline work, ZEBRA also wanted to improve the documentation of customer interactions. Thanks to the connection to the CRM, all call data is automatically transferred. This means that information is available at all times and everyone involved knows exactly what has already been discussed. The CRM connection is possible in Easy Calling via webhooks.

This transparency helps both in sales and in supporting existing customers and ensures a consistent service experience.

Ready for the next step: AI agents

ZEBRA is already planning for the future. The company wants to use AI agents to answer standard inquiries more quickly, prepare callback lists, or support employees in their daily work.

Easy Calling provides the perfect technical foundation for this – integrated into the existing Microsoft 365 environment and flexibly expandable.

Conclusion: Modern customer service for a modern driving school

With Easy Calling, ZEBRA Betriebs GmbH has fundamentally modernized the telephony systems of its partner companies. The solution brings transparency, speed, and structure to an environment that was previously characterized by isolated solutions.

Today, ZEBRA and its partner companies benefit from:

• a centralized, clear call center solution
• faster response times
• fewer missed calls
• clear substitution rules across all partner locations
• professional callback logic
• complete CRM documentation
• a future-proof basis for AI support

Easy Calling impressively demonstrates how companies with multiple locations can take their customer service to a new level with Microsoft Teams – simply, reliably, and without complex technical changes.

Would you also like to increase accessibility and improve collaboration in your company? Try Easy Calling for free or sign up for a demo.