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Automation of customer survey request for the CBS

We realized the automatic processing of 90% from the incoming requests per e-mail, ROI within one month and positive side effects.

Organization

Statistics Netherlands (CBS) enables people to have debates on social issues on the basis of reliable statistical information. The mission of CBS is to publish reliable and coherent statistical information which responds to the needs of Dutch society. The responsibility of CBS is twofold: firstly, to compile (official) national statistics and secondly to compile European (community) statistics. Companies, Institutions and persons having questions concerning a request of the CBS to participate in a survey get in touch with the Contact Center Inbound (CCI). This being a part of the taskforce Support.

Challenge

The CBS sends out a high number of requests for completing surveys annually. Concerning incidental and periodical surveys. Al these requests result in many questions by phone, per e-mail or via webforms. On a regular basis, the backlog grew, when lots of requests were send out in the same period. The CCI experienced in these periods a shortage of capacity to handle and answer these requests, at the expense of service. Most of the customer inquiries about year statistics concerned a request for postponement.

Solution

After retrieving the root cause of the increased inbound customer contact CXPerts successfully designed and implemented an automation workflow. This new solution analyses a request en retrieves the required data from various backend systems. Based on configured business rules decisions are made to assess if postponing the request is possible. The customer now receives within minutes the answer and if postponing is allowed the various backend systems are updated automatically. In this process, no employee is required anymore.

Results

No less than 90% of the requests is handled automatically. Even within minutes a reaction is sent out if postponement is granted. The ROI was achieved within one month! And as a side effect resulting in lowering absenteeism.

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