Leading Dutch municipal bank, Stadsbank Oost Nederland, has chosen sister company Content Guru’s storm® Cloud Contact Centre solution to enhance the efficiency of its customer contact operation and optimise customer experience.
A not-for-profit organisation, Stadsbank provides critical financial services, including debt management and loan advice, to thousands of individual clients across 22 municipalities in the Netherlands. The company chose storm to handle the huge and increasing volumes of customer interactions generated from the aftermath of the 2008 global financial crisis.
By leveraging storm’s intelligent Automated Contact Distribution (iACD®) technology, Stadsbank has effected a 50% reduction in repeat contacts by automating routine enquiries and prioritising time-critical interactions to achieve, wherever possible, resolution on first contact. Custom integration with Stadsbank’s own financial applications enables storm to feed customer data through to customer contact agents in real-time, creating a personalised client experience across every interaction.
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