Customer case – LOI

Doing

Modernises for better customer experience

The LOI wanted to modernise their ICT around customer contact and were 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?" Using robotisation to structure and automate processes gave LOI structure in calls and more time for personal customer contact.

Customers served! 100 % Time saved per call

Customers served! 100 % Fewer searches

Customers served! 100 % More first-line processing

Structure in calls & more time for personal customer contact

Our Business Analysis revealed that not all processes were structured. There were still many separate call notes and many different systems in which employees searched for customer data during the call. Our conclusion? Structure and automate processes first, then implement RPA, and - eventually - self-learning systems with AI.

With Integral Customer View, we brought all customer information together in one clear overview. Some unique challenges: allowing employees to directly access the student's own study portal in a GDPR-proof way, and a link to 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. At the same time, we ensured a uniform way to create and digitally file call notes.

The result? A structured workflow, time savings, and greater effectiveness for the 1st line. And, of course, many students are being helped more quickly and effectively.