The Central Bureau for Driving Licences (CBR) plays a crucial role in the Netherlands by promoting road safety through testing and certifying driving skills and suitability. With a network of examination centres throughout the country and a wide range of services, the CBR is essential for road traffic.
We spoke to an experienced employee of the CBR, who has been working with the TriniCo customer contact management system for more than ten years. She proudly tells us that a team of 160 customer service employees within the CBR ensures efficient and structured handling of messages. Every day they effectively process 2,000 messages and around 10,000 communication messages every week via various channels, including telephone, e-mail and messages via the contact form on the website.
Incoming telephone calls are handled immediately. For incoming e-mails, the CBR aims for a response time of 5 days for first-line messages and 2 days for second-line messages. “The functionality that TriniCo offers makes this possible,” says an employee of the CBR.
TriniCo centralises all internal and external messages per individual customer in one system, regardless of the communication channel. It sorts messages by subject, such as medical matters or driving suitability, and divides them over ‘skills’. They are then routed to the right department or person, resulting in an efficient customer service operation with effortlessly achieved response times.
“We have been using TriniCo’s customer contact system for over 14 years. Despite our long experience, TriniCo continues to innovate and refine the system, resulting in even greater ease of use. It is accessible to every user.”
After contacting a customer, the agent records the customer information and logbook in TriniCo. On subsequent calls, each agent can immediately see what contact the customer had previously and what was discussed. This provides a seamless and personalized customer service experience. It also allows agents to respond to customer needs more quickly and efficiently, which increases overall customer satisfaction.
Thanks to a well-stocked knowledge base, customer service employees can provide answers quickly. In addition to pre-set templates, the knowledge base contains answers to incoming questions and the latest news, so that all employees are fully informed. "Almost all the answers to the questions we receive can be found there. With a few clicks, an email response is created and sent," says the CBR employee. Ten employees, each specialized in their field, keep the knowledge base up-to-date and contribute to internal communication.
More than 1,500 employees from various departments use the central customer system TriniCo. As a result, the largest part of the organization is set up for the use of the customer contact system. Each employee has their own account and can be reached in TriniCo. As a result, flexible working at the office or at home is optimally supported.
All incoming communication is brought together here and processed by the first line, or forwarded to the second line or specific departments if necessary. TriniCo facilitates flexible working, both at home and at the office, and is the linchpin for internal and external communication.
TriniCo's experienced expert at the CBR regularly provides training sessions for employees. New employees receive detailed explanations and training on TriniCo during the induction program. "All communication is via TriniCo, so it is essential that everyone is familiar with it. Fortunately, the software is so user-friendly that new employees quickly get the hang of it."
The implementation of TriniCo has helped CBR centralize and optimize customer contact management. Customer queries are handled quickly and consistently, and employees can work flexibly, both at home and in the office. This contributes to effective customer service and satisfied employees. TriniCo increases operational efficiency and ensures reliable communication. CBR continues to focus on innovation and improvement, with TriniCo as a reliable partner.
