Building omnichannel into citizen service

The city of Tilburg focuses on service excellence
Governmental buildings in the netherlands
As the 7th largest city in the Netherlands, Tilburg’s government serves more than 200,000 citizens. After developing a plan to introduce omnichannel support experiences, the municipality of Tilburg approached Novius, a Royal HaskoningDHV company, for assistance.

Working together, the Tilburg-Novius team created a strategy for service excellence including the implementation of a new CRM tool.

Project facts

  • Client
    Municipality of Tilburg
  • Location
    Netherlands
  • Date
    2020-2021
  • Challenge
    Develop a strategy for excellent customer service.
  • Solution
    The implementation of omnichannel service and a new CRM solution Michiel Oostrum, Business Analyst, Carola Voogd, Project Manager

The challenge

A vision for omnichannel service

With more than 200,000 citizens to serve, the city of Tilburg, Netherlands, has developed a new ‘excellent customer service’ strategy to boost satisfaction for customers and agents alike.

The focus was on delivering seamless omnichannel experiences, much like the ones citizens are familiar with from retailers and other businesses. More ways to interact with the city’s municipal services will help citizens get better support, faster – and through the channels that suit them best.

To bring its strategy to life, the municipality of Tilburg approached us to help answer key questions around next steps and potential operational impacts.

The solution

From strategy to execution

We worked with the municipality of Tilburg to identify what an effective omnichannel customer experience would look like – and the changes leaders would need to make to get there.

This structured discovery process included workshops, a transformation plan, a roadmap and a detailed business case with continuous stakeholder input to ensure that the strategy was aligned with priorities. One of the main projects defined in the roadmap was the implementation of a CRM system which we started in March this year.

The result

CRM solution

We helped the municipality of Tilburg to identify the right CRM solution provider to support its omnichannel strategy, selecting a product that could underpin the journey from contact to resolution for the city’s citizens and business owners.

We started by developing a proof of concept for three departments and in January 2021 we were asked to begin the omnichannel project in earnest

Results

A business transformation plan for service excellence with a clear roadmap
A business case that covers all factors that impact customer and employee satisfaction
A proof of concept which paved the way for the omnichannel and CRM project
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