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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