Case Study: Vlaamse Infolijn achieves world-class multi-channel citizen service with Capgemini

Vlaamse Infolijn - Customer Case Study

The Flemish Government sought to improve transparency and accessibility for its citizens, requiring a professional, multi-channel contact center to serve as a single point of contact. To meet this challenge, they established Vlaamse Infolijn and partnered with vendor Capgemini for strategic consulting and technology implementation.

Capgemini provided comprehensive support, from initial strategy and a cost/benefit analysis to implementing the Siebel CRM package and guiding process re-design. This long-term collaboration helped Vlaamse Infolijn evolve into a world-class operation. The results were significant growth from 57,000 to over a million annual contacts and an expansion of services, facilitated by the launch of the quick-dial 1700 number, solidifying its role as the primary contact for citizens.

Vlaamse Infolijn

Mireille Van Pollaert

Project Leader