de Volksbank leverages Knowledge Management to improve the quality of customer service

Address constant business shifts

The performance of de Volksbank’s client management system improved even further with the company’s adoption of Verint Knowledge Management.

“We integrated our client management system with Verint Knowledge Management,” Roosenthaler notes. “This is the database where employees search for answers to questions, which can then be linked to the client with a single click. Should the same client call back or contact us via a different channel, all employees can see the answer that was given last time.”

Finding a powerful knowledge base to integrate with de Volksbank’s client management system was quite a challenge, adds Mischa de Rover, Project Manager at de Volksbank. “We really wanted to keep our own client management system. It was working just fine. However, many companies wanted to give us an end-to-end solution that could not easily integrate with our own client management system. This meant replacing our in-house solution altogether. Thankfully, we found Verint Knowledge Management, which was capable of working with our existing applications.”

While de Volksbank was keen on integrating a knowledge base, it wanted more than out-of-the-box features and functionality. It wanted a solution it could easily tailor and modify to meet its business needs.

“We had quite a number of demands regarding the database,” says Roosenthaler. “First, it needed to be able to accommodate a great deal of information we share with our clients. In addition, we needed to be able to address constant shifts in our business and situations such as a client saying ‘last year you told me something different.’ This required an ability to easily modify pages within the knowledge base and having a contact history on every page.”

Verint Knowledge Management helped de Volksbank address these requirements and more. In fact, whereas employees manually formulated and typed answers to questions in the past, leaving room for inconsistency and misinterpretation, Verint’s solution provides consistent standard answers to most questions.