Case Study: BKR (Dutch Credit Registration Agency) achieves privacy-focused, efficient customer service with AnywhereNow

BKR - Customer Case Study

BKR, the Dutch Credit Registration Agency in Tiel, manages sensitive credit data for millions and places a high priority on privacy while fielding large volumes of customer contacts (about 1,300 consumer calls and 250 commercial calls per month). To improve efficiency and maintain secure, customer‑oriented service, BKR engaged AnywhereNow to extend its Skype for Business platform using the Anywhere365 solution and Dialogue Intelligence.

AnywhereNow implemented Anywhere365 to provide call‑centre and smart‑routing features, skills/availability‑based allocation, caller‑to‑same‑agent continuity, back‑office data and contact timelines in the agent’s Skype client, and routing of webchats/social messages into one unified interface. The deployment shortened call handling times, raised customer satisfaction, gave agents a more information‑rich toolset, and produced actionable analytics on customer experience and agent performance to better handle BKR’s monthly call and email volumes.

BKR

Sabine Sammelius

Team Manager