Case Study : Stadsbank Oost Nederland
Stadsbank Oost Nederland is a Dutch not-for-profit banking organization 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 service is available to a population of over 950,000 people. With contact demands escalating, Stadsbank needed a cost-effective and scalable solution to optimize its contact center efficiency, ensuring that the high quality services its customers expect were never compromised.
With storm® technology already live in the cloud, Content Guru was able to rapidly configure and deploy its Cloud Contact Center solution to meet Stadsbank’s stringent go-live deadline.
“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.
With storm‘s IVR service, Stadsbank has seen a 50% reduction in repeat call traffic since go-live.
storm automatically scales to handle any concurrent volume of demand.
Real-time and historical reporting gives contact center managers visibility over all contact center.