How Pegamento helped 113 Suicide Prevention build a communication platform that works for people in need.

Emergency accessibility

Challenge

Result

Introduction

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.

The Challenge / Current Situation

113’s existing communication system no longer met the growing demands of their social workers and the people seeking contact. Different systems were not working together optimally, insight into waiting times was lacking and the platform was limited in adaptability and ease of use. What was needed was a new, integrated solution that:

is secure and privacy friendly
brings all communication channels together in one environment
provides real-time insight for management and support
can be easily managed by 113 itself
and could be implemented within eight weeks

The solution for the best customer and user experience

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? A single, integrated customer contact system that brings together chat, phone, and email—without any separate integrations. Everything runs through a single platform, specifically tailored to the unique needs of 113.

We used the Sprinklr solution as a basis and adapted it according to the strict requirements of 113. Consider:

Anonymous conversations with recognition, without violating privacy.
Dashboards showing instantly who is available, who is on call and who is waiting.
A system that moves with services, roles and queues and is customizable by 113 itself.
Full AVG compliance and secure hosting within Europe (data sovereignty).

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."

ICT-manager, Stichting 113 Zelfmoordpreventie