Cases

Municipality of Súdwest-Fryslân Increases Efficiency and Involvement

The municipality of Súdwest-Fryslân is one of the largest municipalities in the Netherlands. In order to optimize the service to its residents and increase involvement, the municipality has been using the TriniCo customer contact system for years. With TriniCo, Súdwest-Fryslân can now communicate more efficiently and effectively with its citizens, which has significantly improved overall satisfaction and responsiveness.

Municipality of Súdwest-Fryslân Increases Efficiency and Involvement

Sector

Public Sector

Location

Friesland (NL)

Organization size

1,000 employees

Messages

80,000 per month

As functional manager of the customer contact center of the municipality of Súdwest-Fryslân, Kevin Vonk has been responsible for providing user support, maintaining the applications and solving problems since 2020. He is the contact person when it comes to the TriniCo software.

Challenges for the implementation

The customer contact center is the first-line service of the municipality of Súdwest-Fryslân. They have been using TriniCo for some time, which was still known as Trinicom during the implementation and later as Kana Express and Verint Express.

In 2011, the Municipality of Súdwest-Fryslân was created through a merger of five surrounding municipalities. At the time, each municipality had its own customer contact channel. With the establishment of Súdwest-Fryslân, the need arose to centralize and professionalize the customer contact center.

Before implementing TriniCo, the municipality of Súdwest-Fryslân used Microsoft Excel as the basis for the current knowledge base, the database with telephone numbers and the back office. It soon became clear that there was a great need for a good CRM system.

Incoming messages via the website, telephone, chat or the service desk are received in TriniCo, where they are processed, answered or forwarded to the correct departments.

Current use

In 2013, the municipality switched to the TriniCo customer contact system, which has been used intensively for first-line services on a daily basis ever since. Residents and companies can now contact the municipality via the notification form on the website, by telephone, via chat or via the service desk to report nuisance, for example. These reports are received in TriniCo, where they are processed, answered or forwarded to the correct departments. With the help of integrations of TriniCo with the municipal back-office systems, employees can validate the correctness of data from citizens and companies.

Every day, 20 officers answer incoming messages from citizens and companies via telephone, the contact form on the website, e-mail and chat. With a response time of one day, all incoming messages are processed quickly and accurately. This is partly possible thanks to the use of TriniCo.

Knowledge base

The knowledge base within TriniCo is essential for providing fast and accurate information to the officers. Two employees maintain the knowledge base daily and provide it with the latest updates. The knowledge base is also accessible to employees who are looking for a quick answer to a question via an external link on an intranet page.

The municipality recently set up the ‘Newsroom’ committee. This committee consists of knowledge employees, employees from the Communications department and quality employees within the municipality. The aim of the Newsroom is to gain insight into the questions that are asked and what is going on among residents. Every week, this group collects the most frequently asked questions that have been received from residents, companies or other channels. TriniCo is one of the sources from which the necessary data comes.

Service

The municipality attaches great importance to providing high-quality service, which is clearly evident from the induction programme for new employees. Before a new employee starts working in the first line, he or she follows an intensive training course of four full-time weeks, concluded with a final test. Only after successfully completing this test may the employee answer the phone. During these four weeks, the new employee learns everything about municipal taxes, civil affairs, making call-back notes and working with TriniCo. Getting to know TriniCo is an important part of this induction process.

Support

Kevin is very appreciative of the support he receives from TriniCo's support team. He says, “The collaboration has definitely contributed to a positive experience with the software. During our regular contact moments, TriniCo's support team listens to our needs and examines whether our feedback can be incorporated into the software. Thanks to this feedback, TriniCo continuously improves the software, so it continues to evolve over the years we have been using it.”

What distinguishes TriniCo from other customer contact systems is that it really listens to a customer's needs and, in doing so, very quickly adds functionality that can be customized to each customer's specific needs. It's almost individually customized.

During our regular contact moments, the TriniCo support team listens to our wishes and investigates whether our feedback can be incorporated into the software.

Conclusion

The municipality of Súdwest-Fryslân has taken a major step in optimising its services with the implementation of TriniCo. By integrating all incoming messages into one system and a fast response time, efficiency and satisfaction have been significantly improved. An important part of this success is the extensive knowledge base within the software. This knowledge base always offers agents access to up-to-date information. This ensures fast and accurate answers to questions from citizens and companies, which further increases the quality of the service.

The continuous development and custom solutions of TriniCo, based on feedback from users, ensure that the software always meets the specific needs of the municipality. This makes TriniCo an indispensable tool for effective and customer-oriented service provision.

Results

All incoming messages are collected in one place, which ensures clear and structured handling.
With an average response time of one day, the satisfaction of citizens and companies is increased.
The efficient and clear handling and forwarding of messages improves the workflow and ensures faster problem solving.
This leads to better service and lower operational costs in the customer contact center.
Thanks to an extensive knowledge base, agents always have access to up-to-date information, which increases the quality of service.