Case Study: Florius achieves a personalized omnichannel digital customer experience and improved NPS with Avaya contact center solutions

Florius Delivers an Outstanding, Online, Omnichannel Customer Experience with Help from Avaya and Dimension Data

Florius, a Dutch mortgage specialist and division of ABN AMRO serving about 380,000 customers, set out to modernize its contact center to deliver a personalized, online omnichannel experience. The company needed flexibility to meet diverse customer preferences, faster mortgage turnaround, a holistic view of the customer journey for agents, and lower costs as part of its digital transformation.

Partnering with Dimension Data and Avaya, Florius created a business-driven roadmap, upgraded its Avaya contact center, integrated Microsoft Dynamics CRM and deployed Avaya Breeze with video, co-browsing, WebRTC and Snap‑Ins. Customers can now self-serve common tasks in two to three clicks, callers are routed to the same agent when appropriate, Net Promoter Score rose to over 20, operational costs and handling improved, and the platform now supports rapid ongoing innovation and future AI initiatives.

Florius

Seif Alhamrany

Head of Advisory Team