Cloud telephony: determine your reachability

Nowadays, most businesses phone via the cloud. Not surprising, because with cloud telephony, you set up your customer contact much more efficiently. After all, you always have access to your telephone exchange. You can easily set up dialling menus, directories and abbreviated dialling numbers yourself. Moreover, you always have insight into the reachability of your colleagues. These matters ensure that your customer speaks to someone faster and reduces the number of unnecessary contact moments.

Fixed-mobile integration: one number for fixed and mobile

Wouldn't it be convenient if you can be reached on one number, wherever you are? This also makes it easier for your customers and colleagues to contact you. The solution? Fixed-mobile integration. The name says it all; your fixed and your mobile telephony are combined. You can be reached on one fixed business number on both devices at the same time. You'll never again miss a call and you can, therefore support your customer and colleagues even better. Simple and super effective!

KPN ONE - your total solution for telecom and IT

Reachability is not only about shortening the lines between customer and colleague. Adequate security and backup connections also keep you reachable. With KPN EEN you benefit from all these things. This business total solution combines internet with fixed telephony and mobile telephony. Moreover, thanks to professional security, you are highly resilient against cybercrime such as malware and hacks. Have you ever had to deal with a malfunction on your fixed Internet connection? Then 4G backup takes over the connection, and you remain accessible. Moreover, KPN EEN is easily scalable; if your wishes change, KPN EEN changes with you. Ideal, right?

Valuable insights

With KPN EEN, you also run handy reports that provide you with clear management information. This gives you easy insight into the phone traffic within your organization. For example, you can see what the occupancy of call centres and/or hunt groups has been like, and what the peak and off-peak hours are in incoming calls. You also have insight into missed calls that have not yet been replied to, so you can take immediate action on them as well. This provides you with interesting possibilities to increase your reachability; allowing you to efficiently tune the occupancy to your organization's needs.

Why you need to be as reachable as possible

In this digital age, we are accustomed to having fast access to the information we want. Thanks to mobile hardware and apps, we are always connected. The customer expects the same flexibility from your company. Does the customer not get connected after 5 p.m. or is he endlessly transferred? Then that can cause dents in customer satisfaction. Opt for modern communication solutions, and you avoid this unnecessary misery.

Want to know more?

Knowledge is power

Our customers should always be able to count on the best possible service," says Wouter. "An optimal customer experience is always my starting point, from advice to delivery of projects and handling of support requests. To know how we do, we measure the customer experience in various ways. That gives us a complete picture of our service level and shows us where we can still take steps if necessary—super value for our service.

Quality as a common goal

Customer experience is central to all processes within NDI. Wouter: "That is why I work intensively with all divisions within the company. Think of account managers, but also the service desk, change management and project managers. We have recorded all processes, including those relating to service, in a knowledge base. Every year we have these processes tested by means of an ISO27001 audit. As a result, our services are certified to international standards.

We ask our customers to be as critical as possible.

Always in contact with the customer

In practice, the service is measured by evaluating as many contact moments as possible. Personal contact is central to this. "I always ask customers for feedback after completion of projects and support requests," Wouter explains. "We discuss the feedback internally, and follow-up actions are fed back to the customer. I also sit at the table with them every year. During these one-on-one conversations, I discuss how they experience our services, from initial contact with the account managers to delivery and preparation for management. I ask our customers to be as critical as possible so we can fine-tune our services in detail".

Discuss, continue, optimize

Eventually, all collected feedback is converted into a Net Promoter Score (NPS), a business standard for measuring customer loyalty. "I share this score with people involved, within our organization," says Wouter. "Based on the feedback, we may implement actions that further tighten up the service. This way of working enables us to make our services even more customer-oriented. After all, that's what we're doing it for".

Personal approach more important than ever

Even in these turbulent times, personal service remains the common thread running through NDI's processes. This is done flexibly and responsibly. Wouter: "For example, I now carry out evaluation moments by phone or e-mail. You can also automate that, but I think that is at the expense of the people-oriented approach. Especially now, it is important that you can be a personal point of contact for your client. That strengthens trust. That way, our customers can continue to rely on services that serve their organization".

Want to know more?

Don't settle for less, and also opt for personal attention and tailor-made solutions. We'd love to hear what we can do for you. Call us for an appointment on 088-088 43 00 or e-mail us at interesse@ndi.nl. [post_title] => Why customer experience is central to everything we do [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => closed [post_password] => [post_name] => why-customer-experience-is-central-to-everything-we-do [to_ping] => [pinged] => [post_modified] => 2020-12-02 13:24:23 [post_modified_gmt] => 2020-12-02 12:24:23 [post_content_filtered] => [post_parent] => 0 [guid] => https://ndi.notready.nl/?p=4798 [menu_order] => 57 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) ) [post_count] => 2 [current_post] => -1 [before_loop] => 1 [in_the_loop] => [post] => WP_Post Object ( [ID] => 4938 [post_author] => 5 [post_date] => 2020-12-30 10:42:14 [post_date_gmt] => 2020-12-30 09:42:14 [post_content] => Do you ever wonder how reachable you really are for your customers? Of course, it's nice if you don't have to worry about that. Good news: nowadays that's not necessary at all. There are several user-friendly solutions to give your reachability an enormous boost. We'll highlight some of the best business options for you.

Cloud telephony: determine your reachability

Fixed-mobile integration: one number for fixed and mobile

KPN ONE - your total solution for telecom and IT

Valuable insights

Why you need to be as reachable as possible

Want to know more?

Servicemanagement

Shorten the lines between customer and colleague with modern telephony

30 Dec , 2020 Servicemanagement

Do you ever wonder how reachable you really are for your customers? Of course, it’s nice if you don’t have to worry about that. Good news: nowadays that’s not necessary at all. There are several user-friendly solutions to give your reachability an enormous boost. We’ll highlight some of the best business options for you. Cloud […]

Why customer experience is central to everything we do

3 Nov , 2020 Servicemanagement,Partners in Telecom,NDI ICT Solutions

ICT plays a leading role in every organization. Companies should, therefore, always be able to rely on their ICT, without restrictions or other hassles. Good service is consequently central to everything we do. Our service manager Wouter van Huis talks about what he does to offer our customers the very best experience so that they […]