Contents: Benefits | Customer Case Study | Approach | FAQs
For parents, their child is the most precious thing in the world, and they want to be able to trust that you, as a childcare provider, will take good care of them. That trust begins with the initial contact: from the very first conversation through every moment that follows.
Child care is constantly changing, and effective customer service today requires a different approach than it did ten years ago. These days, the sector is under constant pressure: fierce competition, high staff turnover in the first year, ever-longer waiting lists for parents (especially in the Randstad), and a new generation of parents—Gen Z—who have different expectations when it comes to communication.
That’s exactly when it helps to have your technique working in your favor.
A parent calls the facility, but no one in the group can answer the phone. A question sent via WhatsApp comes in at 8:30 p.m. and goes unanswered until the next morning. And anyone who calls back about a tour is met by someone who doesn’t know what was discussed earlier.
The problem often stems from outdated systems: customer data is scattered across the CRM, individual emails, and notes, and each channel has its own inbox. Those who do try to help end up wasting time searching for information instead of providing assistance. This increases the workload, and in the worst-case scenario, you’ll lose interested parents because contact opportunities aren’t being utilized effectively.
Effective customer service therefore requires three things: being easily reachable through the channels parents choose, conversations where you immediately know who you’re speaking with, and technology that provides answers even outside of business hours.
A single system that brings everything together saves your team time every day.
A new generation of parents texts just as easily as they make phone calls and appreciate a quick response. With all communication channels in one place—and automated replies outside of business hours—you’re still there for them even when your team isn’t available.
In a competitive market, every point of contact counts. When parents are choosing among several childcare providers, they remember that first conversation. A warm follow-up turns that conversation into an enrollment. We thoroughly map out the customer journey, and both the parents and the childcare provider benefit from it.
When questions are directed to the right people and routine tasks are handled, early childhood educators don’t have to switch gears as often. This allows them to keep their focus on the children. And when people work in a calm and enjoyable environment, they’re more likely to stay on the job longer.
By recording and following up on every point of contact, you can keep track of interested parents until a spot becomes available. You’ll also see where parents drop out and which questions come up repeatedly, allowing you to continuously improve your services.
We’ve been building our own technology for over 15 years. We manage it ourselves and continue to develop it in-house. As a result, we aren’t dependent on foreign suppliers and can adapt quickly when your situation calls for it.
In childcare, you work with sensitive information about children and parents. With Pegamento, that data remains in the Netherlands, is subject to Dutch law, and is fully GDPR-compliant. You always know who manages your data.
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First, we’ll work with you to determine what’s right for your organization—from strategy to implementation and follow-up support. We’ll guide the rollout step by step and train your employees so that your team can get up to speed right from day one.
Kindergarden is one of the largest childcare organizations in the Netherlands, with 72 locations and over 2,100 employees. As a large organization with extensive customer contact, Kindergarden encountered a common problem that many organizations struggle with. Customer information was scattered across multiple systems, and the phone system offered employees little guidance. There was virtually no visibility into who was available, transferring calls was difficult, and call queues were not visible.
Meanwhile, parents’ expectations continued to rise.
Together with Pegamento, Kindergarden implemented Phone System as the core of a new telephony environment, combined with Sprinklr for omnichannel customer engagement and an integration with Salesforce CRM.
"Sprinklr, combined with Phone System, has been a game-changer for us. Thanks to our partnership with Pegamento, we’ve not only professionalized our customer relations department but also taken the entire customer experience to the next level. Our employees can now truly focus on what they do best: providing personalized guidance and advice to parents."
We always start with a business analysis to fully understand your situation, and then we select the solutions that are right for you. Often, this involves a combination of the following:
Our own cloud-based phone system. Parents can reach you from anywhere using a single number, and smart call routing connects them directly to the right person. Internally, you can see who’s available and transfer calls without having to search, whether you’re using a landline, DECT phone, cell phone, or Microsoft Teams.
Learn more about Phone System →
Phone, email, WhatsApp, and chat are all in one place. Parents can choose how they want to get in touch, and your staff can view the full conversation history for each parent.
Learn more about omnichannel customer engagement →
Many questions from parents come up time and time again: about fees, hours of operation, waiting lists, or our educational philosophy. With a Knowledge Base, every staff member can provide the same, accurate answer without having to look it up first.
Learn more about the Knowledge Base →
AI helps with routine tasks. Examples include smart routing, automated responses outside of business hours, and call summaries. This reduces administrative tasks and gives employees more time for personal interaction.
Learn more about AI-driven intelligence →
Please provide your contact information, and we’ll work with you to find the best solution for your organization.
Pegamento develops smart customer engagement solutions for Dutch organizations such as Kindergarden, so that parents receive quick and personalized assistance and employees have time for the work that really matters. At Pegamento, we call this The Human Lead.
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