How Pegamento helped 113 Suicide Prevention build a communication platform that works for people in need.
When someone is in mental distress, every second counts. The 113 Suicide Prevention Foundation knows that like no other. Helpers are ready day and night to help people via chat or phone, anonymously, confidentially and with full attention. Every year they have tens of thousands of conversations with people in crisis. In this work, good technology is literally vital.
For that, everything has to be right. Not just the commitment of the aid worker, but also the technology behind it. And that’s where Pegamento came into the picture.
113 chose Pegamento because we not only have technical knowledge in-house, but more importantly because we understand that behind every function in a system is a human being. From the beginning, we worked closely together. We put together the project team, coordinated everything and ensured clear communication. No thick reports without explanation, but concrete steps, clarity and commitment.
The result? One integrated customer contact system where chat, telephony and e-mail come together. Without separate links. Everything runs through one platform, specifically designed for the unique needs of 113.
We used the Sprinklr solution as a basis and adapted it according to the strict requirements of 113. Consider:
And we did more than just technology. We supervised the entire implementation, provided training, set up e-learnings and we were there during going live, walked with you on the shop floor and were ready for questions or feedback. And we remain involved, even after delivery.
All with one goal: to ensure that the people of 113 can do their jobs well and with confidence.
Also read the extensive article on the use of Artificial Intelligence in customer contact: The use of AI at 113 Suicide Prevention: Innovation in crisis intervention
"Pegamento has helped us make real strides. They understand not only what we need technically, but more importantly what our work requires. Thanks to this new system, we can fully focus on what it's all about: being there for people in crisis."
The implementation was a success. Within eight weeks, the platform was live and ready to use, with impressive results:
The new platform has not only improved processes but also the work experience of employees, allowing them to better focus on what really matters.
Applied technology
With WorkplaceX, we optimize automated business processes by leveraging existing solutions.
Deepen your knowledge with Pegamento’s white papers.
Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.
Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.
In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.
The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.
This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.
How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.
Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.
I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.
Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.
But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!
This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.
Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.
The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.
Feeling gives life and differentiation!
