Fietsvoordeelshop.nl & Engage
2020: The Netherlands is in the midst of the Corona pandemic. Socialising, going on holiday or doing any sport at all may feel very far away. The Netherlands, a cycling country par excellence, is rediscovering the bicycle. Fietsvoordeelshop.nl realised that volumes started picking up and from February 2021 the demand for bicycles increased enormously. Spotting an opportunity there, Fietsvoordeelshop.nl purchased large amounts of stock. This also had consequences for the customer service of Fietsvoordeelshop. Accessibility was low and there was insufficient expertise to keep up with the organisation’s growth.
In March 2021, Fietsvoordeelshop.nl brought in the expertise of Engage. Experienced customer advisors were recruited for the project from our campus in Capelle aan den IJssel to answer customer questions. As a result of pressure on its customer service, Engage shortened the training period for new employees from 4 weeks to 1 week by developing an e-learning. In combination with the deployment of additional capacity, the amount of backlog e-mail traffic was also reduced to a healthy volume.
In addition to adding capacity, Engage began scanning its customer service. Based on this scan, a joint roadmap was developed that led to the creation of a state-of-the-art customer contact centre. Where a Voip telephone exchange was previously used, all calls are now answered via QuandaGo Interactions. Via the QuandaGo platform, Fietsvoordeelshop.nl is able to collect and manage data based on KPIs.
In addition to its own team onsite at Fietsvoordeelshop.nl, customer service at Engage runs entirely on QuandaGo Interactions. The processing of e-mail and chat and the creation of a 360-degree customer view was added to the current platform so that everything is now offered in one place. A link with Fietsvoordeelshop.nl’s CMS is currently being worked on and measurement of the NPS score was initiated.
At the start of 2022, Engage, together with Fietsvoordeelshop.nl, expects to have developed a future-proof value centre that fully supports Fietsvoordeelshop.nl in achieving its growth ambitions.
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