Maintaining strong client connections with cloud

First impressions count

First point of contact for a sparkling array of top Dutch brands, Telefoonaanname.nl provides personalized customer service for over 400 clients, including major annual events like Huishoudbeurs, trade fairs like Horecava and famous tour operators. The business has become a leader in handling large call volumes efficiently and securely.

Although contact center operations were running successfully on the on-premises Genesys® PureConnect™ solution, the company was ready to explore cloud. “We were looking to relocate to new premises and our servers had reached end of life,” said Edwin Smit, Co-owner and Founder of Telefoonaanname.nl. “The original Genesys platform had served us well, but it was time to explore cloud scalability and flexibility.”

Easy do-it-yourself migration

After consulting with customer and employee engagement specialists, Frontline Solutions, Telefoonaanname.nl moved to Genesys Cloud platform. “It was a logical choice,” added Smit. “We do a lot of click-to-dial and call forwarding, which Genesys Cloud makes effortless. The reporting dashboard is clear and easy to use, providing the insights we need to make immediate adjustments. Plus, we saved about €5,000 on annual licensing costs through automatic software updates.”

The migration was simple, too. “When KPN installed a Nortel exchange in the 1990s, it involved around 40 people,” recalled Smit. “I converted all our devices and completed the setup for Genesys Cloud on a Friday afternoon with remote support from Frontline Solutions. Everything went very smoothly. And the voice quality is the same or better than we had before.”

Fortunate timing

One month after migrating to the Genesys Cloud platform, Telefoonaanname.nl had to close its contact center due to COVID-19 restrictions. Fortunately, it was able to protect employees by allowing them to work safely from home.

“That’s the big difference now,” said Smit. “We can work effectively from anywhere with just a device and internet connection. Genesys Cloud quite literally saved our business. And our clients didn’t notice the difference when we switched to remote working.”

During the early stages of lockdown, call traffic dropped by around 75% as many clients, particularly in retail and hospitality, closed temporarily. Now, as measures start to ease, volumes are growing again.

Strong client rapport

Agents have consistently been able to build rapport and insight into clients’ businesses. “Even though we’re still 100% home working, it’s as if we’re sitting beside our clients,” said Smit. “Linking our knowledge base, telephony and CRM systems in the cloud means customers get to speak with the same agent or team. So, they don’t have to repeat basic information. They get served more quickly, and we get to know each other better, faster.”

Real-time reporting and agility secure the future

With simple traffic-light reporting, managers always have their fingers on the pulse and can quickly jump on issues like spotting — and fixing — a 10% call abandonment rate. It’s also easier to identify incorrect phone numbers and email addresses.

Previously, scaling up for previous client events, such as Amsterdam Philharmonic Orchestra concerts, involves frantically squeezing in extra office desks and provisioning new PCs and phone lines. Not anymore. “If we need extra capacity, we simply draft in more home workers and add licenses,” said Smit.

Although the pandemic delayed the company’s office move, it still operates perfectly well remotely. In the future, this model could evolve into a hybrid office-home working arrangement, giving clients greater choice of channels powered through tight social, mobile and digital integrations.