AI – Email Automation – Robotization

Translink

On 20 September 1839, the first railway line was opened between the cities of Amsterdam and Haarlem. 180 years later, Translink processes more than 30 million customer contacts annually with an information platform developed by Pegamento.
Translink's dream Imagine you can go anywhere you want in the Netherlands, freely and worry-free, with any means of public transport and by any carrier. Also, with payment options later adjusted to the transport means and the distance travelled. That was the dream that Translink – the organization behind the OV chip card – was committed to from the start. They kept looking for the perfect system to realize this dream and provide a top customer service and found the solution with Pegamento.

Fewer screen interactions, smarter customer service

Translink’s most important task is to ensure hassle-free journeys to public transport users. To achieve this, a good CRM system is essential. One which will support customer service and help the traveller get underway. In the old situation, as many as 80 different screens had to be consulted at times to handle one customer contact. We have reduced that number to a few interactions with smarter display.

A TRiP for the ultimate customer experience

We developed for Translink TRiP, Translink Registration information Platform

  • A comprehensive customer service platform for logging phone calls and emails
  • The customer is helped much faster with fewer clicks
  • The customer service advisor has a better overview of the work
  • Management receives dashboard reports displaying at a glance whether SLAs are being achieved and how many customer contacts are handled per day

1 platform for the entire process

In six sprints (3 months) we achieved the following results with the new platform:

23

Seconds faster handling due to 1st line

37

Seconds less reading time by email

1020

Employees working successfully in the Netherlands and Suriname

Learn more about this business case?