Customer case
De Stroomlijn
Efficient handling of both planned and unplanned service interruptions.

At XQTING, innovation is at the heart of everything we do. Our mission is to develop bespoke software applications that not only meet but exceed the expectations of our clients. A notable achievement in our story is the collaboration with our partner Telenet Business on behalf of De Stroomlijn.

De Stroomlijn, a contact center providing services to Fluvius, Farys and De Watergroep is migrating to Genesys Cloud. At the request of Telenet Business, XQTING transformed their desktop-based tool to manage service interruptions to an advanced web application running within the Genesys Cloud environment. It allows agents to efficiently manage scheduled and unscheduled outages, so that customers are automatically notified when contacting the organisation. All of this leads to streamlined communication processes and ultimately better customer service.

Key features:

  • Dashboard Overview: the dashboard provides agents with a clear overview of all scheduled and unscheduled outages and associated service messages. Agents can easily sort and filter by various criteria such as date, zip code or message type. The extensive filtering functionality allows agents to quickly find specific messages which increases productivity. In addition, agents can create new incidents directly from the dashboard; either manually or via an XML import
  • Add/Edit Incidents: when an XML file is dragged into the designated area, the original values are displayed and the agent is given the option to accept or reject the proposed changes. Agents also have the option to create new incidents using the same pop-up window used for editing existing incidents.
  • Intuitive Area Management: Agents can effortlessly add and link multiple areas with the "Add Areas, Groups and Shutdown Plans" button. This feature provides agents with a user-friendly interface for associating different values with different regions, improving the organization and management of service areas.
The updated tool has brought significant benefits to the contact center operations of De Stroomlijn:

  • Improved efficiency: The new Web-based application streamlines communication processes, allowing De Stroomlijn to handle customer inquiries more efficiently.
  • Enhanced user experience: The intuitive interface and advanced features enable agents to quickly access and manage service notifications, increasing overall user satisfaction.
  • Scalability and flexibility: By switching to a cloud-based platform, De Stroomlijn gains scalability and flexibility to adapt to evolving business needs and customer demands.

XQTING is proud to contribute to De Stroomlijn in their journey to digital transformation, delivering innovative solutions to drive operational excellence and customer satisfaction.

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