
How Finnair and Ultimate Navigated Covid-19 with Automation
Faced with a 600-900% surge in queries, Finnair built on established automation processes, maintaining premium customer support without missing a beat.
Vandebron is a green energy company providing households across the country with solar, wind, and bio energy.
200,000 energy consumers with customer support in Dutch
45 full-time employees working across phone, email, and chat, with self-service available to logged-in customers.
5,000 chat requests a month
Chat automation that fully resolves 50% of requests and proactively guides customers to self-serve and seamlessly integrates with Salesforce
Salesforce
Bob Molenaar
Digital Experience Manager, Vandebron
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.
Bob Molenaar
Digital Experience Manager, Vandebron
Bob Molenaar
Digital Experience Manager, Vandebron
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.
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.
Vandebron carefully tracks their NPS, and have seen that customers are taking exceptionally well to automated, 24/7 chat.
A 50% automation rate is driving down Vandebron's cost per interaction, enabling Vandebron to handle more overall volumes at a lower cost.