The Chamber of Commerce (KvK) is an independent administrative body within the Dutch government apparatus and acts as the central point of contact for entrepreneurs in the Netherlands. With services such as registration in the Trade Register, provision of information and advice, the CoC fulfills an essential role for some 2 million entrepreneurs in a variety of sectors. Every year, the Chamber of Commerce processes about 700,000 telephone contacts and millions of written communications.
The Chamber of Commerce wanted to take customer contact to the next level at a time when business owners have increasingly high expectations in terms of accessibility, speed and personalization. The existing communication infrastructure offered limited possibilities to realize personalized and efficient service at scale. A modern and integrated approach was needed to meet the growing expectations of business owners.
An improvement in customer contact also offered opportunities to increase customer satisfaction and organize internal processes more efficiently, with an optimal use of people and resources.
In cooperation with Pegamento, a large-scale transformation was initiated in early 2023. The first step was a widely supported customer contact strategy, in which low- and high-intensity customer queries were distinguished. From this vision, the omnichannel platform Sprinklr was chosen as the foundation for the new customer contact environment.
After the successful going live of telephony in Sprinklr, an important milestone followed in April 2025: the going live of the social media channels. This phased out the Chamber of Commerce’s previous system and the Sprinklr Customer Experience Platform is now the central platform for both telephony and digital channels such as social media, live chat and chatbots.
Another notable part of the solution is the voicebot that was tested at the Entrepreneurial Consulting Department. For two months, thousands of calls were automatically routed. The results were impressive: between 85% and 90% of calls were correctly routed to the correct department. Although 100% accuracy is not feasible – even for employees it is difficult in some cases to pinpoint the exact person responsible – the performance of the voicebot was convincing enough for immediate further rollout.
The goal: by the end of 2025, the Chamber of Commerce wants all telephony to be routed through one central number, with the voicebot handling all routing. This is not only a unique step within the Dutch government, but also a progressive case for other organizations that want to centralize and automate customer contact.
"With Pegamento, we found not just a supplier, but a true partner in change. Thanks to their expertise and our joint DevOps approach, we have made great strides in a short time. The technology supports our people so they can focus on where they make a difference: personal contact with entrepreneurs."
The collaboration between the Chamber of Commerce and Pegamento resulted in:
With the ultimate goal of a single customer number and a fully omnichannel customer contact environment by the end of 2025.
Expertise
Technology
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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!
