VvAA Groep B.V is a member organisation and a leading insurance provider for healthcare professionals and institutions in the Netherlands. The group’s main objective was to provide a state-of-the-art experience for its members and customers, while strengthening its performance, operational efficiencies and team productivity. Following a market evaluation, the company implemented Vonage’s contact centre solution for its Salesforce integration and rich functionality.
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Freek Roelofs, member of the Executive Board at VvAA Groep B.V, comments, “We wanted to raise the bar on the experience for our members and customers with the introduction of Vonage’s contact centre solution integrated with Salesforce. Implementing the new contact centre technology across our business will enable our advisors to improve the quality of each call they have, and also boost our service in terms of our processes. This is an investment in our relationship with our members and customers and we look forward to making this transformation”.
VvAA Groep’s advisors will now benefit from immediate access to a customer’s entire history of interactions, and inbound calls can be dynamically managed and routed, ensuring callers are connected to the most appropriate agent – improving handling time and customer satisfaction. The routing capabilities of Vonage’s solution can also help optimise performance by identifying callers who have previously received a quote and routing them directly to the account team or assigning them higher priority in the queue.
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All advisors can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations. The platform offers a real-time window into the entire contact centre operation, so agents can be easily managed, and call recordings together with customisable reports allow the company to understand where improvement opportunities exist.
Paul Turner, VP Benelux and Nordics at Vonage, adds, “We are pleased to have been chosen as an important partner of VvAA Groep B.V and look forward to seeing the company transform its member and customer experience, together with its business efficiencies. Salesforce integration is central to Vonage’s contact centre solution, enabling businesses like VvAA Groep to create customer experiences that help them serve better and sell more. Our solution integrates effectively, for better access to rich customer data, from which agents can make personal connections through every channel”.
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