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Customer contact best practices

Pegamento’s approach and solutions have proven themselves many times in practice. Read in our case studies how Pegamento helps organizations get more out of every customer interaction and customer contact data. Across industries, including telecommunications, government, energy and retail, our experienced specialists identify the problem in no time and offer concrete solutions that will have little impact on your current IT infrastructure. 

Smarter dialogue for Wegener Wegener had to contend with retention among newspaper subscribers. Pegamento therefore did a proof of concept in 2010 for the publishing group. The results were very positive: the retention score at 77 calls was 37.7%, while the reference was still pending at 33% retention on 400 calls. 
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Less screen interactions through smarter customer contact at TLS Trans Link Systems (TLS) is responsible for the Dutch OV-chipkaart, a contactless smart card system for all Dutch public transport. TLS wanted a system that facilitated the work of customer advisors and their clients while also accelerating and optimizing customer experience.
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Smart Desktop Automation – City of Amsterdam To optimize services, the City of Amsterdam is introducing a new way of working whereby employees can in no time boot and run more than 130 standard processes faster than ever.
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Next Best Action for brewing company The largest Dutch brewery, Heineken, was looking for a way to serve business customers more efficiently, to use cross-sell and upsell activities and improve reporting capabilities regarding marketing campaigns.

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International – UPC The collaboration between UPC and Pegamento has a long history and an international character. Recently, an RTI (Real Time Process Optimization) Competence Center was established within UPC to support countries working with NICE RTI (eGlue).
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AHT reduction for Webhelp
Webhelp found in Pegamento the right partner to reduce the Average Handling Time (AHT) for KPN/Hi by 18 to 20 seconds, improve the service with better staff support during customer conversations, deploy cross-sell and upsell activities, and achieve a more efficient work method.
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Cross-sell and upsell opportunities from lower AHT at Nuon
Nuon was looking for ways to maintain the quality level of more than 2.5 million annual customer contacts at lower cost. One condition was that the solution be compatible with the existing technology within Nuon.

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Search for process improvements at Stedin
Stedin is an independent energy network operator serving about two million private, business and public clients. The Customer Contact Centre is the communications hub between Stedin and its customers. Stedin is therefore continually looking to run better processes more efficiently and smoothly.
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Achmea opts for fast insurance policy conversions with Desktop Automation
To realize the growth ambitions of Centraal Beheer Achmea insurance holding company, rapid handling of customers’ ever-changing needs is crucial within its customer contact center.
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