Customer Case:

To make the customer journey as optimal as possible,

RRS also wants to use other communication channels.

Customer Case:

To make the customer journey as optimal as possible,

RRS also wants to use other communication channels.

RRS optimizes customer journey with 3Fiftynine

RRS receives around 5,000 phone calls per day, resulting in 1,400 commands and 40 to 50 agents are on hand to answer the calls. "To schedule appointments, we have developed our own planning system," says Peter Berkel, Online Marketeer at RRS. “This planning system is separate from the telephone system of Genesys PureConnect and our wish is to integrate these two systems with each other.

For example, integration gives us insight into the effort per assignment. How many conversations have been needed for one assignment and have these been initiated by us or the client and more importantly why? This information helps us to further optimize the customer journey and improve our services. For example, if a customer calls back to pass on additional information, we can automatically offer this conversation to the same agent and the customer does not have to redo his story.

”To achieve this, RRS contacted 3Fiftynine. “We had some issues for which we were looking for a partner with in-depth knowledge and experience with customization. That is how we ended up at 3Fiftynine. They sent two consultants along and together we sat down at the table. The consultants, Asad and Rik, asked the right questions and thought along. 3Fiftynine soon turned out to have the knowledge and skills to help us with these issues. ”

3Fiftynine has the knowledge and skills to set up the best telephone system.
Peter Berkel
Online Marketeer
RRS
RRS
Peter Berkel
Online Marketeer
RRS
RRS

3Fiftynine helps RRS with the Genesys PureConnect design and configuration

One of the issues involved the design of the Genesys PureConnect telephone system. "Based on past experiences, it was decided not to work with skills-based routing with PureConnect, but now we ran into a number of issues," says Berkel. “Together with 3Fiftynine, we have highlighted the effect of skills in different scenarios to tackle these issues. They also trained us in the API and that gave us a lot of insight into the possibilities of Genesys PureConnect.

During the training they did not want to withhold anything from us and they were very transparent about how we can set up the system. Now our developers can get started and we don't always need consultancy. Obviously 3Fiftynine is there for us if we have a problem. I only have to call and often they have found the solution for us within half an hour. We have now set up skills-based routing for multiple locations."

On to the future

To make the customer journey as optimal as possible, RRS also wants to use other communication channels. “We see a generation emerging that communicates in different ways. Think of WhatsApp, Web chat, Voice Assistants and Social.

To serve them, we are going to support certain channels. This is the next issue for us that we would like to implement, "explains Berkel." 3Fiftynine is the partner we were looking for; they switch quickly, they think along and they have the knowledge and skills to set up the best telephone system. With 3Fiftynine on our side, we are well on the way to achieving a First Contact Resolution KPI. ”

RRS

Sewer Cleaning Service RRS is a specialist in unblocking, cleaning and inspecting sewers. The company was founded in 1972 and has 11 branches throughout the Netherlands. With over 400 employees, 300 of whom are technicians, RRS can rightly call itself the market leader in sewer cleaning.

Learn more about
RRS
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