Innovation in contact by

seeing

The LOI wanted to modernise their ICT related to customer contact and was considering robotisation. Their question: "With a growing number of courses and many new employees, how can we help our students better, faster, and more uniformly?"

With Integral Customer View, we brought all customer information together in one clear interface and system: EZblue. Some special challenges: allowing employees to see directly into the student's own study portal in a GDPR-proof way and a link with PostNL's track-and-trace code to be able to answer questions about the shipment of study materials directly. We then structured the workflow in three clear steps: customer identification, request for help, and completion. Through this system, both new and existing students can expect a faster response/processing of their issue. Read more about this success story here.

Kennemer Duincampings is a modern leisure company. They have three large campsites, each with around 600-700 spots. They have a lot of customer contact via email, telephone, chat, and the website for reservations, changes, and various other types of questions. Especially during the high season, and in several languages, too. Moreover, there are many rotating interns and seasonal employees. Proper processing of all these communications takes quite some time, both for first-line and second-line staff.

Using the Pegamento AI Suite, we built a Task Manager. This is a robot, which recognises the intent of an incoming call or message in multiple languages and automatically suggests a response to the 1st-line employee. Through a link with the back office reservation system, the employee gets a complete customer view with all available customer information on the screen. Communication is thus processed faster, better, and more efficiently. Read more about this success story here.

The result? More time and resources to devote to creating an enjoyable experience at the campsite!

Achmea's customer service department handles around two million personal customer contacts a year. To fulfil their growth ambitions, this personal contact requires automation that supports the employees in the right way. "A good contact is often spoiled by a bad system," it was said in one of the first conversations.

Achmea uses several systems that are deeply embedded in the organisation. Quick and flexible adjustments are not always easy in such an environment. Our RPA solution has changed that. A flexible framework automates some of the manual work, allowing employees to help customers much faster, while software robots do the boring routine work. The result: Faster processing of customer questions or issues. Read more about this success story here.