Others: Nuon Business Case

Assignment

Nuon has an extensive self-service portal on their web site and a large call center to answer telephone questions. Nuon has asked Adversitement for more insights into the use of the self-service portal and the relationship with the call center.

 

Result

Adversitement specifically focused on the self-service portal during the implementation of web analytics. In this way, the most commonly used routes, the ratings of answers and questions which will lead to contact quotes can be made understandable. With a very high technically integration it is also possible to examine the impact of online visits on the call center volume. In this way, the self-service portal can be configured with the aim of reducing telephone enquiries. With an underlying model the call center volume can be predicted on the basis of analyzed web analytics data.

Other references:

European Directories
Funda
NXP Semiconductors
De Telegraaf