How energy company Vandebron scaled their chat support by 150% without scaling their team

Vandebron_CaseStudy_HeaderImage_628x628_2x

24/7 chat support

150% increase in chat support volumes

50% automation rate

0 extra agents needed

Vandebron at a glance

The customer

Vandebron is a green energy company providing households across the country with solar, wind, and bio energy.

The market

200,000 energy consumers with customer support in Dutch

The support team

45 full-time employees working across phone, email, and chat, with self-service available to logged-in customers.

The monthly volumes

5,000 chat requests a month

The solution

Chat automation that fully resolves 50% of requests and proactively guides customers to self-serve and seamlessly integrates with Salesforce

The CRM

Salesforce

“Our peak season used to be at the end of the year, when the annual bills come in. Since the current energy crisis, every day has been peak season.”

Bob Molenaar
Digital Experience Manager, Vandebron

"Changing monthly payments, updating an address: We analyzed our data and found 70% of all customer questions could be grouped into 5-6 topics. These turned into the intents we began automating first."

Bob Molenaar
Digital Experience Manager, Vandebron

Increase in chat requests 150%

Requests fully handled by the bot 50%

Extra agents needed 0

Vandebron_CaseStudy_ContentBlock_1_updated_2x

Use case spotlight: training customers to “go digital”

Vandebron customers’ top FAQs revolved around monthly payments, energy usage, meter readings, and changing personal information. Answers to all of them were available on the website, so Bob's team only needed to efficiently triage requests and direct users to the right place to get started.

Their virtual agent, or bot, identified intents based on natural language processing (NLP).
It would then handle simple requests fully, or collect information and create a case in Salesforce to reduce average handling time (AHT) for requests that ended up being escalated to a human.

Due to the energy crisis, monthly requests increased from 2,000 to 5,000 requests a month, but a 50% automation rate helped the team easily handle more volumes in less time.

“If you want chat that’s living within your tech ecosystem, you should go for Ultimate.”

Bob Molenaar
Digital Experience Manager, Vandebron

Vandebron_CaseStudy_ContentBlock_2_updated_2x

Use case spotlight: monitoring customer satisfaction by measuring NPS

Vandebron has two ways of asking for customer feedback: Random surveys throughout the year and regular feedback check-ins after every conversation, including post-chat.
Customers can give a star rating following a chat conversation. And the majority responds favorably to it: 50% give the bot 4 or 5 stars on average.

Why Vandebron loves our solution

Scalable

Currently, every season is busy season for Vandebron, which make the fact that automation handles the work of an entire additional team a life saver for them.

Headless

Vandebron chose Ultimate because it was recommended on the Salesforce marketplace, meaning we were able to integrate into Salesforce without creating silos or any interruptions to their existing tech stack.