For some time now, we have been assisting PostNL's customer service department with the optimisation of their online service & contact environment. Various pilots showed that there was also a lot of potential in improving the offline service.
PostNL: Data-driven optimisation of offline customer serviceVesteda was curious if social listening – monitoring and analysing social media discussions about a brand, competitors, products or hashtags/keywords – could add value to the organisation. To this end, we started a project that consisted of two part…
Vesteda: Social listening in the real estate marketThe Municipality of Utrecht collects a lot of data from contact moments with citizens. This includes anonymous visitor behaviour on the website and online applications, but also phone calls to the Customer Contact Center, messages via webcare and ph…
Municipality of Utrecht: Better service with the help of dataDIGIWEDO specialises in designing and developing responsive websites, web shops and web applications for SMEs (MKB). They regularly receive questions from customers about how to collect, visualise and/or analyse data in the right way. DIGIWEDO does …
DIGIWEDO: Route to data-driven (co-)workingEneco customers can enter into or change an energy contract via the website, but also purchase a charging station or hire an energy coach, for example. Eneco wanted to bring in more expertise regarding the field of digital analytics. We helped Eneco…
Eneco: Data-driven web and customer experience optimisationRNW Media builds online communities in countries with limited freedoms. In these communities, young people can read and discuss sexual and reproductive health and rights (SRHR) and civil rights. In addition, RNW Media is working on advocacy – puttin…
RNW Media: Social Listening: how text analysis helps RNW Media to listen and take actionIn times of the coronavirus (COVID-19), a good overview of the patients in the scaled-up intensive care of the Utrecht medical centre is vital. Employees must be able to view patient characteristics, the most current lab readings and the course of p…
UMC Utrecht: Clear dashboards for the IC team during the Corona crisisRNW Media is an NGO that focuses on countries where there is limited freedom of expression. The organisation tries to make an impact through online channels such as social media and websites. To measure that impact, RNW Media drew up a Theory of Cha…
RNW Media: Measurable impact on social change using a data lakeUnivé is the only Dutch insurer with a website, App and physical stores. They therefore follow an omni-channel strategy. According to its own '1 digital front door principle', the insurer also wanted to offer customers the opportunity to take out/ch…
Univé: A new tagging structure for the app and websiteKLM Digital Studio builds innovative digital solutions to make working at KLM more efficient, effective and enjoyable. One of the teams within Digital Studio, the Service Design team, is concerned with user experience. They conduct user research, bu…
KLM: Measurable impact Service Design team on UX internal tools