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

Green energy provider Vandebron needed to manage a surge in volumes, while ensuring customers received the instant support they expect — all without hiring a single extra agent.
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Vandebron-Hero
churn
24/7 chat support
productivity
150% increase in chat support volumes
ai
50% automation rate
costs
0 extra agents needed

How Vandebron managed 150% higher volumes

Vandebron at a glance

TheCustomer-Vandebron

The customer

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

TheMarket-Vandebron

The market

Vandebron serves 200,000 energy consumers with customer support in Dutch.

TheSupportTeam-Vandebron

The support team

45 full-time employees receive an average of 5,000 chat requests per month.

TheChannels-Vandebron

The channels

Vandebron agents work across phone, email, and chat, with self-service available to logged-in customers.

TheSituation-Vandebron

The situation

Vandebron wanted to empower its customer support team to meet a surge in requests during the 2022 energy crisis.

TheSolution-Vandebron

The solution

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

Getting started with Ultimate

Vandebron wanted to make their CX as smooth as possible in the midst of a 2022 surge in energy prices. This included training their customers to self-serve, so they would get what they were urgently looking for faster. Vandebron found Ultimate through their CRM Salesforce's marketplace “Appexchange”, choosing it over the competition thanks to its seamless Salesforce CRM integration. 

Automation helped Vandebron and their customers power through the energy crisis, letting them manage 150% higher volumes without needing to scale their team or tech resources. Now, their bot is doing the work of one entire support team.

Start scaling your support with AI
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"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
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AI 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), a branch of artificial intelligence. 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.
See why our AI is a step above the rest
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AI 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.
Start saving without sacrificing CSAT

The success story

Scalable-Vandebron

Scalable

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

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Headless

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

CustomerFriendly-Vandebron

Customer-friendly

Vandebron carefully tracks their NPS and have seen that customers are taking exceptionally well to automated, 24/7 chat.

CostEffective-Vandebron

Cost-effective

A 50% automation rate is driving down Vandebron's cost per interaction, enabling Vandebron to handle more overall volumes at a lower cost.

Want to drive efficiency AND NPS?

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