How Tilburg University stays ahead with TriniCo

Since 2010, Tilburg University has been working with TriniCo, which was initially known as Trinicom and later as Kana Express and Verint Express. We spoke to Suzanne Roozekrans, team leader of the Student Desk. She explains: “Initially, the customer contact software was used to facilitate communication between the various faculties. Over the years, the university has discovered the software's potential and has effectively utilized it within the Student Desk.”

Efficiency and overview

Suzanne explains: “With TriniCo, we create a customer card for each student within the application. This allows us to manage all information and communication for each student clearly on one page and one platform. Even when a student communicates with us via different email addresses, we retain a complete overview.

By using templates with standard answers stored in the knowledge base, we can quickly and efficiently respond to frequently asked questions in incoming emails. This enables us to inform our students promptly and accurately. We can easily update these standard answers throughout the year, for example, in the event of changes in regulations.

Incoming email management

Within the Agent Desktop, we have a clear overview of all incoming emails. Thanks to three different status colors, we can quickly identify which emails have priority and need to be answered promptly to stay within the set response time.

The Dashboard allows us to track daily email activity, showing which emails have been received and processed through graphical displays. The Reports module makes it easy to download reports that detail how many emails have been answered within the set response time, how many have been forwarded, and more.

Advantages of TriniCo

In TriniCo, we can clearly see the time frames within which incoming emails need to be answered. This system works very well within our team. Questions are also received by subject, making it easy to categorize messages. This allows us to efficiently distribute messages among the specialists and student assistants in our team. Additionally, it is easy to generate the necessary management information.

Collaboration with Harbers Solutions

We are very pleased with the collaboration between Tilburg University and Harbers Solutions, the developer of TriniCo. Harbers Solutions responds quickly and can easily assist remotely to resolve issues and clarify ambiguities.

Harbers regularly shares its plans, vision and future developments based on themes on the Roadmap. They stay well-informed about market developments and adapt their products and services accordingly. Additionally, they gather ideas from customers for further development and incorporate these info TriniCo updates. As a customer, we are given ample opportunity for input and our feedback is included in their plans. Very customer-friendly!

Future developments for the longer term

We are continuously innovating with TriniCo and Harbers Solutions to enhance our services. We have two important projects on our wish list for the upcoming period:

1. Integration with our SIS: We aim to integrate our student information system (SIS) with TriniCo, allowing for seamless import of student data. This will greatly enhance the efficiency and accuracy of our data management.
2. Chat Function: A chat function is a top priority on our wish list. This feature will enable direct communication with our students via TriniCo, making interactions faster and more accessible, aligning with our students' expectations.

With these developments we strive to continuously optimize our service and adapt them to the needs of our students.”