Case Study: City of Tilburg achieves faster, more efficient omnichannel citizen services with Brightfox

City of Tilburg improves citizen service for 200,000+ residents with Brightfox

The City of Tilburg, a municipality serving over 200,000 citizens, needed to streamline its complex citizen service processes and provide faster, more efficient access to public services across both traditional and digital communication channels. To address this challenge, the city partnered with Brightfox to implement an omnichannel service delivery solution on Salesforce, including integrated telephony and case management.

Brightfox implemented a Salesforce solution that provided a unified customer view and integrated telephony, allowing calls to be handled directly within the platform and distributed optimally across channels. This provided employees with a full history of citizen interactions and gave supervisors real-time insights into queues and workloads. The result was a highly efficient customer contact center that delivers fast, personalized service to residents, shifting the municipality to a more proactive and transparent operation.

City of Tilburg