9
November 2004
Water
Company DZH choose synTelate®
Initiative
Software partner with Newtel Essence to deliver synTelate
to Duinwaterbedrijf Zuid-Holland (DZH) customer service
departments. DZH, a Dutch drinking water company,
selected synTelate to improve their call centre customer
service levels. The new system will also prepare the
business for a significant increase in the number of
customers.
DZH recently ended an outsource
agreement that resulted in an additional 150,000 customers
coming back in-house, bringing their total customer base
to over half a million. DZH services The Hague and it's
surrounding communities and the increase in the number of
customers lead to the need to either enlarge their
customer service operations or work smarter. They choose
to work smarter.
synTelate will streamline front-end
processes for the call centre's customer service
representatives (CSRs) by prompting and guiding them
through the various tasks. synTelate allows the CSRs
flexibility in the use of the system when talking to
customers, offering general guidance for the main
processes but with options to handle more unusual
enquiries when they occur. When handling a call,
synTelate displays data from the existing mainframe,
protecting DZH's investment in their core systems. Due to
synTelate's flexibility, the underlying structure of the
business processes does not require changes, allowing DZH
to focus on working smarter in their call centre.
Roy Holmes,
European Business Development Manager, "We are delighted
to strengthen our partnership with Newtel Essence and
increase the synTelate presence
in Europe. The utilisation of synTelate within DZH's main customer call centre means that CSRs can
multi-skill and comfortably deal with a variety of
different call types."
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