How Kindergarden teamed up with Pegamento to professionalize its customer relationship and serve parents faster and more personally.
Kindergarden chose Pegamento as its partner for a digital transformation in which technology and humanity go hand in hand. Together, we developed a solution that improves communication with parents, supports employees and aligns with Kindergarden’s pedagogical mission.
We implemented a combination of the omnichannel customer relationship platform Sprinklr and our own Phone System. This allows parents to easily contact us via phone, email, WhatsApp and chat. The integration with Salesforce CRM gives staff a complete customer view, allowing them to respond more quickly and personally.
We have also introduced smart AI functionalities, such as automatic answers outside opening hours. As a result, many administrative tasks have been automated and customer advisors have more room for personal contact. The new telephony environment is efficiently set up with advanced call routing and queue visibility.
What makes this approach unique is the focus on adoption and people-centered coaching. Through the Pegamento Academy, employees received training, videos and interactive support. We also supported with an inspiring podcast series.
The partnership was rolled out in phases, with clear testing and migration plans and minimal impact on operations. Pegamento provided continuous guidance, on-site support and clear communication with all stakeholders. The project was carried out under ISO 9001, 26000 and 27001 certification, ensuring quality, social responsibility and information security.
"We have always been strong in warm contact with parents. Thanks to Pegamento's solution, we can now offer that again in full and combine it with the speed and convenience that parents expect nowadays."
"Sprinklr in combination with Phone System is a gamechanger for us. Thanks to the cooperation with Pegamento, we have not only further professionalized our customer relations department, but also raised the entire customer experience to a higher level. Our employees can now really do what they do best: guide and advise parents personally."
Pegamento’s solution provided a significant improvement in customer contact and internal collaboration. Response times were reduced by 40%, and the conversion from interested parents to actual registrations increased by 15%. System integration has reduced administrative tasks by 50%.
Employees can now see at a glance who and what has been previously contacted. This makes conversations not only faster, but also more personal and effective. Cooperation between departments has also improved. Everyone immediately sees who is available and can easily transfer or collaborate. The result is higher employee satisfaction and more room for real conversations with parents.
According to Nicole Krabbenborg, general manager of Kindergarden, Pegamento’s solution has allowed the organization to get back to its core: personal contact, supported by modern 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!
