Case Study: NIBC achieves faster control, cost savings and higher customer satisfaction with AnywhereNow

Chooses managed insourcing for its customer contact center

NIBC, a Dutch financial services provider, faced loss of control and slower, inconsistent customer interactions after years of outsourced customer contact. To regain speed, multi‑channel capability and closer client relationships, NIBC worked with AnywhereNow and deployed the Anywhere365 solution (for Skype for Business/Lync) integrated with Salesforce Service Cloud.

AnywhereNow implemented Anywhere365 to provide full routing, reporting and CRM integration so agents receive calls and chats inside Skype with automatic Salesforce screen‑pop and contact history. The project was live within four months, enabled federated external agents, automated routing (including bypassing IVR for open tickets) and used rules/big‑data to scale agents for peaks — saving about 100 seconds per call, improving customer satisfaction and reducing costs, all delivered by AnywhereNow.

NIBC

Richard Leijnse

Head of Marketing & Sales