The website Consumind.nl works as a financial assistant for all major household expenses. A large team of specialists is available every day for consumers when it comes to spending in the field of energy, telecom, insurance, mortgages, private lease and consumer credit. With a team of 140 financial assistants, the call centers have already helped more than 750,000 households save money and handle about 1 million customer contacts per year. CONSUMIND, opted for cloud-based customer contact software Steam-connect as the silent force behind all customer contact.
Go for quality
Martin Blokhuis is channel manager at CONSUMIND and explains how his organization came across Steam-connect. “We work with a large number of partners. They all use their own telephony platform, many data flows go back and forth. We were able to tackle both challenges together by changing our procedures and adding a new system for handling customer contacts. Steam-connect met all quality requirements. The previous package was too massive, we really wanted to go for quality. Steam-connect fits perfectly into that image.”
Operational at lightning speed
During its selection process, CONSUMIND compared various suppliers and assessed the packages on aspects such as structure, user-friendliness and design of the system. The choice fell on Steam-connect because the software is not standard, but rather very flexible, according to Blokhuis. Steam-connect also scored high on the other requirements. “When you decide to compare lots and have drawn up a list of wishes and requirements, you also want to be able to get started quickly. Many of Steam-connect’s competitors were unwieldy organizations, taking more than a year to complete. Steam-connect, on the other hand, was able to be up and running quickly.”
Win win situation
CONSUMIND does not only use the Steam-connect telephony platform. The calendar functionality and the call-back system also contribute to the success of Consumind.nl. “In the old system, we sometimes lost data mysteriously. Now the management itself can be kept up to date. Everything that was missing in the functionality, Codelogic quickly developed and rolled out internally. Not only that, they also helped set up the call center and even helped with the hardware, including the headsets for our employees.” Blokhuis did need some persuasion to get CONSUMIND’s external partners on board, but he persevered. “I was convinced that this was the best choice, it would be a win-win situation for all of us. And it turned out. Once our partners transitioned to the new system, they were all thrilled!”
CONSUMIND is very pleased with the collaboration with Steam-connect. Not only did the implementation go very fast, Steam-connect also thinks along about other issues. Blokhuis summarizes his satisfaction as follows: “Steam-connect is a great party to work with. The way they develop software is very innovative. Moreover, I can always call, no matter what question I have. There are short lines and the contact is personal. Steam-connect is more than just a supplier, they have become a real sparring partner in a short time.”