Case Study: Stadsbank Oost Nederland

How we help Stadsbank Oost Nederland to improve contact centre efficiencies and optimise customer experience.

The Problem

Stadsbank Oost Nederland is a Dutch not-for-profit banking organisation that provides financial services, such as debt management, to 22 municipalities across the Twente and Achterhoek regions. As one of the oldest members of the NVVK (National Trade Association for Debt Service and Social Banking) its services, which are available to a population of over 950,000 people, have always been in high demand.

Since the global financial crisis in 2008, however, Stadsbank’s contact centre has been put under increased strain, with contact volumes soaring as more people seek financial help. Already under growing pressure, its legacy communications system was unable to scale further to handle frequent spikes in demand. Moreover, the system lacked the intelligence to distinguish between priority and routine interactions, meaning that customers with time-critical enquiries were often subject to long waiting times to receive the vital support they needed.

With contact demands escalating, Stadsbank needed to ensure it could still deliver its benchmark quality service across these increased volumes. However, as a not-for-profit organisation, it lacked the capital needed to upgrade its legacy system. Stadbank’s existing solution was also unable to integrate with its existing financial application, impeding efficiency as agents could not access key customer information, whilst a lack of reporting and monitoring capabilities prevented managers from having a holistic oversight over contact centre processes.

Stadsbank needed a cost-effective and scalable solution to optimise its contact centre efficiency, ensuring that the high quality services its customers expect were never compromised.

The Solution

With storm® technology already live in the cloud, Content Guru was able to rapidly configure and deploy its Cloud Contact Centre solution to meet Stadsbank’s stringent go-live deadline.

With its effectively unlimited capacity, storm is able to scale to handle any volume of concurrent demand through intelligent Automated Contact Distribution (iACD®) and IVR (Interactive Voice Response) technology, which together enable all contacts with routine enquiries to self-serve. As a result, Stadsbank’s contact centre has experienced a 50% reduction in the number of repeat contacts, significantly reducing contact handling times whilst also freeing up agents and consultants to deal with more complex enquiries. iACD logic then ensures that higher value contacts are immediately connected to the best available live resource, even during spikes in demand.

By seamlessly overlaying its legacy infrastructure, storm enables Stadsbank to make the most of previous investments. Integration with its existing financial application also drives efficiencies as Identification & Verification (ID&V) technology automatically identifies customers and feeds information through to agents, better equipping them to deliver a high value and more personalised service. Real-time and historical reporting capabilities further give managers visibility over contact centre performance and granular agent activities, enabling them to optimise all customer-facing operations as and when necessary.

With its flexible licences, upgrades and pay-per-usage basis, storm enables Stadsbank to make savings that are vital to a not-for-profit organisation and invest more in its customers and services than ever before.

The Problem

Stadsbank Oost Nederland is a Dutch not-for-profit banking organisation that provides financial services, such as debt management, to 22 municipalities across the Twente and Achterhoek regions. As one of the oldest members of the NVVK (National Trade Association for Debt Service and Social Banking) its services, which are available to a population of over 950,000 people, have always been in high demand.

Since the global financial crisis in 2008, however, Stadsbank’s contact centre has been put under increased strain, with contact volumes soaring as more people seek financial help. Already under growing pressure, its legacy communications system was unable to scale further to handle frequent spikes in demand. Moreover, the system lacked the intelligence to distinguish between priority and routine interactions, meaning that customers with time-critical enquiries were often subject to long waiting times to receive the vital support they needed.

With contact demands escalating, Stadsbank needed to ensure it could still deliver its benchmark quality service across these increased volumes. However, as a not-for-profit organisation, it lacked the capital needed to upgrade its legacy system. Stadbank’s existing solution was also unable to integrate with its existing financial application, impeding efficiency as agents could not access key customer information, whilst a lack of reporting and monitoring capabilities prevented managers from having a holistic oversight over contact centre processes.

Stadsbank needed a cost-effective and scalable solution to optimise its contact centre efficiency, ensuring that the high quality services its customers expect were never compromised.

The Solution

With storm® technology already live in the cloud, Content Guru was able to rapidly configure and deploy its Cloud Contact Centre solution to meet Stadsbank’s stringent go-live deadline.

With its effectively unlimited capacity, storm is able to scale to handle any volume of concurrent demand through intelligent Automated Contact Distribution (iACD®) and IVR (Interactive Voice Response) technology, which together enable all contacts with routine enquiries to self-serve. As a result, Stadsbank’s contact centre has experienced a 50% reduction in the number of repeat contacts, significantly reducing contact handling times whilst also freeing up agents and consultants to deal with more complex enquiries. iACD logic then ensures that higher value contacts are immediately connected to the best available live resource, even during spikes in demand.

By seamlessly overlaying its legacy infrastructure, storm enables Stadsbank to make the most of previous investments. Integration with its existing financial application also drives efficiencies as Identification & Verification (ID&V) technology automatically identifies customers and feeds information through to agents, better equipping them to deliver a high value and more personalised service. Real-time and historical reporting capabilities further give managers visibility over contact centre performance and granular agent activities, enabling them to optimise all customer-facing operations as and when necessary.

With its flexible licences, upgrades and pay-per-usage basis, storm enables Stadsbank to make savings that are vital to a not-for-profit organisation and invest more in its customers and services than ever before.

Before

After

With a huge increase in telephone traffic due to a rise in the number of people in financial crisis, customers could be forced to wait long periods of time for critical enquiries to be answered. storm’s IVR service enables customers to self-serve, freeing up agents to take higher priority inbound calls. Stadsbank has seen a 50% reduction in repeat call traffic since go-live.
When contact volumes spiked, systems could not scale to handle the demand, and a lack of routing intelligence meant that high-priority enquires could not be dealt with immediately. storm automatically scales to handle any concurrent volume of demand, with iACD logic prioritising contacts and rapidly delivering critical enquiries to a suitable skilled agent or consultant.
Stadsbank’s existing communications system was unable to integrate into front and back-end applications, limiting access to vital customer information and impeding contact handling. storm provides Stadsbank’s agents with instant information about inbound customers through custom integration with its existing financial application, improving customer experience.
Stadsbank’s existing solution lacked the reporting analytics and management capabilities needed to effectively analyse, assess and improve contact centre and agent performance. storm’s detailed real-time and historic reporting capabilities give contact centre managers granular and holistic visibility over all contact centre and agent operations to optimise services.

How it Works

1. Customers interact with Stadsbank through the storm® platform in order to make an enquiry.
2. storm leverages Stadsbank’s existing financial application through integration, increasing efficiencies by matching customers to their financial records to ensure a more personalised customer experience.
3. storm’s IVR menu enables customers with routine enquiries to self-service.
4a. Using intelligent Automated Contact Distribution (iACD®) logic, storm distributes enquiries to the most appropriate available live agent.
4b. iACD immediately routes high priority contacts to the most suitable live consultant to receive financial assistance.
5. Supervisors can access and create both real-time and historical reports from any internet-enabled location, optimising the entire customer contact process.

Testimonial

“Stadsbank Oost Nederland delivers important financial services to thousands of people across the East Netherlands who are facing financial challenges, so it is vital that our contact centre connects our customers to the information they need as quickly and efficiently as possible. The repercussions of the global recession have led to our contact centre experiencing much larger volumes of interactions than we were previously used to. Peaks in demand made the situation worse when our legacy system was unable to scale accordingly, impacting on one of the most important fundamentals of our organisation—delivering a seamless and positive customer experience with the best possible outcome for all of our clients. storm® helps us to address these problems whilst its cost-effective Operating Expenditure model is a perfect fit for our not-for-profit setup, allowing us to improve services and scalability without having to leverage capital that doesn’t exist.“
Han Olthof, Call Centre Manager, Stadsbank Oost Nederland.

Learn More

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