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Vaillant Group is an international market leader in heating and ventilation technology. The group provides environmentally friendly, energy-saving systems that include solar boilers, solar panel systems and heat pumps.
N-Allo is responsible for handling the first-line contacts for the company’s customer service departments. Each year, we deal with more than 250,000 interactions via a range of channels: telephone (inbound and outbound), e-mail, web support and ticket processing.
We adjust the size of our team according to demand from Vaillant. This is highly dependent on the seasons and on the sometimes fast-changing – and typically Belgian – temperatures.
Each year, N-Allo handles 2.2 million inbound and outbound customer contacts for Engie. This makes us the largest sales and contact channel for this energy provider. Working via the telephone, e-mail, chat, social media, etc. we not only reach their personal customers, but also handle B2B contacts for the self-employed.
We also offer Engie our expertise for achieving their ambitious sales targets by applying a structured sales strategy, based on product knowledge and data analysis.
All telephone contacts with citizens of the City of Antwerp have been handled via N-Allo’s secure communication platform since 2020. Calls to the city’s various departments are answered by 350 staff employed by the city.
During the transition to the new platform, N-Allo was responsible for the training and technical support of all these staff. We were able to draw on our many years of practical experience in providing training, advice, and overflow services to the city authorities.
And in the future there’s a chance that it won’t just be telephone contacts: in the months ahead, we will also be examining ways of integrating other channels, such as chat, messaging and social media.
Case City of Antwerp (Digipolis)
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