Zorginstituut Nederland Adopts storm® Solution

Content Guru has deployed a storm® Cloud Contact Centre solution for Zorginstituut Nederland, an independent Dutch administrative authority that is responsible for managing basic healthcare insurance packages for citizens as well as interfacing between government healthcare administration and independent health providers.

Customer Engagement

The flexibility of the storm platform has helped Zorginstituut Nederland to increase the efficiency of its operations and enhance its citizen engagement while cutting costs, due to the flexible and agile nature of its multichannel cloud-based infrastructure.

Read the full case study here.

Proactive Customer Contact

Effective customer contact is all-important for any organisation. As your front door to the outside world, it’s a vital channel for new business. Furthermore, it is how you keep your existing customers.

Without regular contact from their suppliers, it’s no surprise when customers shop elsewhere next time they want a product or service. And yet many companies are still organized according to incoming customer contact, reacting to customer needs, rather than shaping them.

Sarah, for example, buys a new mobile phone from Shop A. After a while she wants a case to protect it and finds Shop B online, who offer her numerous deals and products, sending her regular updates.

Customer Engagement

She hasn’t heard anything from Shop A since she bought the phone. When her mobile subscription eventually runs out, she gets a new contract with Shop B, forgetting Shop A altogether.

The solution, proactive contact, is becoming increasingly important for both customer acquisition and retention – and now more and more organisations are capitalising on its potential.

At the most basic level, customers are often invited to sign up for weekly or monthly newsletters, an inexpensive medium easily adapted from legacy corporate communications. But people are becoming increasingly selective of the newsletters to which they subscribe. As time goes by, many will lose interest, unsubscribe, and their connection to the organisation is lost. At the other end of the engagement spectrum, some companies might invite their customers to complimentary events throughout the year – a highly effective, if expensive, way to stay in touch and, crucially, a difficult approach to scale.

However, there is another way.

Contact Centre

The Proactive Customer Approach contributes significantly to customer loyalty and helps your company differentiate itself from the competition:
Inform customers about the status of an order or repair; send items or invoices; flag up emergency messages on your website. Proactive gestures, such as sending customers discounts for their next order, or additional product information, can also go a long way.

Going further, by feeding back information about the effectiveness of different actions and communications, helps to refine the approach dynamically.
Means of contacting your customers proactively include:

• SMS;
• Personal Email;
• WhatsApp;
• Social media such as Twitter and Facebook;
• And, of course, calls.

So, how do you start?

With the storm® Cloud Contact Centre solution.

storm substantially increases your organisation’s outbound communications efficiency, providing the choice of fully automated consumer interaction or digitally-assisted human agent operation, allowing you to make the best proactive use of SMS, web chat, e-mail, social media and voice.

Will this be the year your organisation takes the Proactive Customer Approach?

Watch this video for examples!

Content Guru N.L. Hosts Successful storm and Cloud Knowledge Event

Content Guru N.L. has hosted its second successful storm® knowledge event (storm kennisevent) with Benelux network provider and partner, KPN, at the scenic lakeside Inn Style conference centre in Maarssen, Utrecht.

Over 90 leading decision makers and influencers from businesses across the Netherlands attended the event, based this year around the theme of the how transitioning to the cloud can positively impact organisations and the processes, technology and people within them.

Eric Hartmans

Eric Hartmans, Business Development Manager at Content Guru B.V. kicked off the event, delivering a keynote speech on his vision for the future of customer contact with the uptake of transformative technologies such as Web Real-Time Communications (WebRTC) and Internet of Things (IoT), which are both expected to become significantly more mainstream during 2017. He also explained how people will remain fundamental to the success of any customer contact organisation, even with the advent of such technologies.

Over the course of the afternoon, delegates listened to a number of interlinked presentations from key influencers. Eric Peeters, Managing Director of IoT at KPN, explained how the advent of IoT technology could fundamentally alter the face of customer contact, provided that IoT applications present clear benefits to consumers. Meanwhile, storm user Hans Udink explained his experience of how Zorg Instituut Nederland smoothly transitioned to the cloud with Content Guru’s storm platform. Nicole Urlings, Contact Centre Manager at Efteling, wrapped up the event, stressing the importance of people, processes and teamwork in the adoption of new contact centre technologies, and emphasising the power that cloud can offer to organisations.

Michael Van Den Brink, Country Manager for Content Guru B.V. reflected on the event:

“Customer contact is a hot topic in the Netherlands at the moment, with more businesses across various sectors recognising the security and flexibility that cloud solutions have to offer. I was really impressed with the level of interaction that took place over the course of the day, as well as the quality of speakers, who really brought their experiences within the industry to life and encouraged some thought-provoking discussion. It was fantastic to have the opportunity to collaborate with so many like-minded individuals and I look forward to welcoming delegates back to next year’s event.”

storm knowledge event

Content Guru Triumphs at Comms National Awards 2016

Last night, the Content Guru (CG) team was delighted to win the award for Best SME Telephony System at the 2016 Comms National Awards.

The prize was given for the company’s storm® PBX™ solution, which enables resellers to deliver enterprise-grade cloud PBX capabilities to any size of organisation, giving channel partners a vital competitive edge.

CNA Award

CCO John Rees and members of the CG sales team with the trophy

PBX has delivered transformational benefits to end-customers through the channel, allowing them to reduce costs, improve efficiencies and consolidate geographically disparate sites through a centralised cloud model. Content Guru was also named runner-up in the Best Hosted Platform category for storm, the Communications Integration™ platform which powers PBX.

The 2016 Awards were hosted by presenter and former Wales international gymnast, Gabby Logan, and saw 700 industry professionals attend a lavish ceremony at the Hilton Park Lane.

John Rees, CCO at Content Guru, remarked:
“We’re thrilled to have returned victorious from the Comms National Awards. The channel is undergoing rapid change; resellers are increasingly taking advantage of cloud technologies which had previously been seen only in the enterprise space, and we’re proud that storm PBX is helping to open up some of these exciting new opportunities to our reseller community.

“It was a fantastic evening and we’d like to extend our congratulations to every winner and finalist on the night.”

Time to Take a Real-Time Browse of WebRTC Usage – Comms Dealer

CMO Martin Taylor contributes to this month’s market report ‘Time to Take a Real-Time Browse of WebRTC Usage’ in Comms Dealer Magazine, explaining how WebRTC is set to rapidly change our understanding of communications and transform the way we communicate on a global scale.

The Content Guru team recently exhibited the transformative capabilities of WebRTC technology at Customer Contact Expo in London, which seamlessly integrates with its storm® customer engagement hub.

To read the full article in this month’s digital edition of Comms Dealer Magazine, turn to pages 38-39.

Martin Taylor

Content Guru to Sponsor DigiHealth UK Conference

Content Guru will be sponsoring the DigiHealth UK: Transforming Healthcare Delivery conference in Manchester on 20th October 2016, which will explore how key digital technologies are set to transform the future of health services in the UK.

Run by Open Forum Events in partnership with NHS Digital and other leading health sector organisations, the conference will see leading healthcare and technology professionals come together to explore how transformative digital technologies can alleviate growing pressures on the UK healthcare system, whilst helping transform patient outcomes.

DigiHealth UK

With the British government having invested £4.2billion in the NHS earlier this year to encourage its uptake of digital technologies and innovation, this day-long event seeks to catalyse change by combining the expertise of leaders in the national health policy agenda with innovative ideas from prominent health and technology professionals. The transformative capabilities of digital technologies such as AI-assisted Clinical Decision Support and online self-care, as well as the importance of systems interoperability, will be among the topics covered over the course of the day.

With Content Guru already working extensively and transformatively in the UK healthcare sector, CMO Martin Taylor will deliver a keynote speech examining how the communications integration capabilities of the company’s storm® platform have been effectively deployed in NHS England’s London Region ‘Patient Relationship Management’ (PRM) initiative to substantially improve patient experiences and outcomes, whilst introducing significant operational efficiencies. The successful and innovative nature of this cloud-based project, which leverages intelligent automation and secure integration, has led to short-listings in both the ‘Best Use of Cloud Services’ category at this year’s upcoming UK IT Industry Awards, and the ‘Most Effective Improvement Strategy’ category at the European Contact Centre & Customer Service Awards (ECCCSA).

Taylor commented:

“We are delighted to be sponsoring this important digital healthcare event, which marks a crucial step in the UK’s journey as a global pioneer in digital healthcare solutions. It is extremely rewarding to have the opportunity to work with nationally pivotal organisations such as NHS Digital and to look at how technologies such as storm are playing a vital part in transforming a service that benefits thousands of people every day. We look forward to attending later this month.”

Content Guru Talks Customer Engagement & WebRTC at CC Expo

Last week, Content Guru returned to Customer Contact (CC) Expo for the third year running, exhibiting the latest advancements in Customer Engagement and WebRTC technologies.

Renowned as Europe’s leading exhibition and conference for contact centre and customer service professionals, the 2016 event welcomed over 5,000 leading buyers and decision makers from a variety of sectors and global locations to experience the latest in transformative contact centre solutions.

CC Expo 2016
From its new-look stand and central networking bar location, the Content Guru team showcased the multi-channel capabilities of its award-winning customer engagement suite, storm® CONTACT™, as well as its latest integration with WebRTC technology. This pioneering browser-to-browser solution delivers enhanced collaboration across multiple channels including screen sharing as well as person-to-person video and voice calling.

webrtc and customer engagement presentation

Richard Manthorpe, Project Management Team Leader, delivered a keynote speech within the event’s Integration Solutions Theatre on how Customer Engagement and WebRTC technologies are set to transform the contact centre industry by 2020 in line with rising customer demand for proactive, personalised and ‘always-on’ communications across all channels.

Manthorpe said:
“The advent of customer engagement and WebRTC technologies represents an important step in the evolution of the contact centre. With the proliferation of channels and devices, consumers and citizens now expect instant communications wherever they are, whenever they choose and through whichever channel is most convenient to them – and their expectations when interacting with business or government are no different. Technologies such as WebRTC are exciting, as communicating can now be as simple as opening a browser and clicking a button.”

CEO Sean Taylor added:
“It was fantastic to be part of CC Expo for the third year running and to showcase the latest advancements in our storm product portfolio. With WebRTC adoption set to soar over the next few years, it was great to be able to demonstrate how this pioneering new technology can already make an impact today through the storm platform. This is a technology that has gone from future possibility to present-day reality in the course of just one year, and that’s really exciting to have seen. We look forward to re-engaging with CC Expo, and demonstrating next year’s latest product innovations, in 2017.”

What Does Customer Engagement Mean for your Organisation?

The phrase ‘Customer Engagement’ is often mentioned in one and the same breath as ‘Sales’. And logically so, because Sales teams spend much of their time dealing with customers – on the phone, via email, and in person.

Yet there are plenty of other departments, such as Finance and Support, that also have extensive contact with customers. Although they might not be thought of so often when it comes to customer engagement, the Support team can have at least as much influence on customer satisfaction and revenue as the Sales department. So it’s important to ask how well equipped each department is for customer engagement.

contact centre engagement

Customer engagement: every department with the right tools
Without the support of an experienced communications integration partner, many organisations struggle to decide on a dependable method of customer engagement. Peter Jongeneel, Business Development Manager & Customer Contact Specialist at Content Guru, advises companies on this issue:
“We help organisations recognize that not only Sales staff, but also employees from other departments must be able to respond adequately to customer enquiries. Only when each department can receive and process a call from inside or outside the organisation can we begin to speak of optimum customer engagement.”

From on-premises to efficient routing from the cloud
In time, growing companies still using an outdated in-house solution not only see the number of satisfied customers decrease, but their turnover too. So, for many organisations, customer engagement starts with the efficient routing of customer interactions based on smart database integration. Combining this with partial or complete automation enables consistency and transparency across all channels, for personalisation and the best customer engagement. Supporting these organisations is Content Guru’s day-to-day business – for example, the deployment of the storm® Cloud Contact Centre solution for Fleurop Interflora Netherlands, a leading global flower-ordering service with 40,000 affiliated florists worldwide.

Fleurop previously used a fairly basic telephone system, which was unable to distinguish between florists and customers. The organisation now benefits from a highly flexible cloud solution, with the storm Cloud Contact Centre enabling intelligent call routing. Based on integration with the Fleurop database, incoming calls from florists are immediately recognized and routed to the skilled agent, whereas the IVR menu helps to steer order enquiries directly towards the customer contact centre.

Better access to customer information drives revenue growth
Almost half the entrepreneurs in the Netherlands who participated in the SME cloud Barometer 2015 indicated they could gain 20% more revenue from customers with better access to customer information. So it’s crucial that customer enquiries reach the appropriate agent or information source swiftly and consistently.
Improve your access with Content Guru’s flexible storm platform, which enables organisations to achieve the best customer engagement.


Wondering how we can help? Contact us directly and ask for a demo!

Lord Lieutenant of Berkshire Presents Content Guru with a Queen’s Award for Enterprise

On the 29th September, Content Guru was honoured to welcome a prestigious visitor to Radius Court as Mr James Puxley, Lord Lieutenant of the Royal County of Berkshire, formally presented Content Guru with a Queen’s Award for Enterprise: Innovation.
Queen's Award Presentation 2016
The Queen’s Award recognises storm® CONTACT, Content Guru’s multi-channel cloud contact centre product, as an outstanding example of innovation. The award will be valid for five years and marks Content Guru as a leading innovator in the UK.

The Lord Lieutenant received a full tour of the company’s Bracknell offices, speaking to members of staff and experiencing the winning product first-hand in Content Guru’s Customer Experience Centre. The tour was followed by the presentation ceremony itself, which saw the Lord Lieutenant, assisted by his Cadet Sgt Holly Chamberlain, present a Queen’s Award commemorative crystal bowl to Content Guru’s CEO, Sean Taylor. This was followed by a speech by the Lord Lieutenant and a reading of the Grant of Appointment, a document signed by the prime minister, by the Cadet. Mayor of Bracknell Forest, Tony Virgo, also delivered a short speech to celebrate the event.

Queen's Award Presentation 20166

Sean Taylor, CEO of Content Guru, commented:

“We were honoured to welcome the Lord Lieutenant on behalf of Her Majesty the Queen to our offices. The award is the result of years of hard work from a highly committed and talented team and I’m so pleased that their efforts could be recognised in this way. It was a memorable day for all of us.”

Content Guru Awarded for Armed Forces Covenant Support

Content Guru has received a bronze award from the Armed Forces Covenant Employer Recognition Scheme (ERS).

The ERS recognises commitment and support from UK employers for defence personnel who serve, or have served, in the Armed Forces, as well as their families. The bronze award recognises employers who pledge their support for the armed forces and are open to employing reservists, veterans (including the wounded, injured and sick), cadet instructors, and military spouses and partners.

Content Guru ERS Bronze Award

The Armed Forces Covenant is a promise from the nation that those who serve or have served will always be treated fairly and respectfully. The scheme works with businesses, local authorities, charities and community organisations to support Britain’s forces through a variety of services, policies and projects.

Martin Taylor, CMO at Content Guru, commented:
“It is an honour to receive this award from the Employer Recognition Scheme for the Armed Forces Covenant. The armed forces are an essential part of our society, and Content Guru is proud to support all those serving, and who have served, their country, whether on the front line or in other capacities. This company enjoys the kind of strong and sustained growth that is only made possible by a secure and well-defended society, and we fully recognise the thanks we all owe to our valiant armed forces.”