How Kindergarden teamed up with Pegamento to professionalize its customer relationship and serve parents faster and more personally.

Customer contact solution for daycare center

Challenge

Result

Introduction

Kindergarden is a leading childcare organization with 72 locations and more than 2,100 employees in the Netherlands. As part of the international Bright Horizons company, Kindergarden offers childcare, after-school care and homework assistance for children aged 0 to 12. The organization is known for its strong pedagogical vision, high-quality services and personal attention. In addition, Kindergarden also offers Work Family Solutions, such as corporate childcare and parent coaching.

The challenge / Current situation

Parents’ expectations have changed dramatically in recent years. Whereas Kindergarden used to have waiting lists and parents would find their way naturally, the playing field changed dramatically. Parents, especially from the Gen Z generation, now expect fast, personal and approachable communication through channels such as WhatsApp and chat. At the same time, the organization was using different systems in which customer data was stored in a fragmented manner. This led to inefficiency, a high administrative burden and hindered personal conversations. Moreover, competition was increasing, so the importance of distinctiveness in customer experience grew. The need to modernize the customer relations department and to better support employees therefore became more urgent than ever.

The best customer contact solution for daycare centers

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."

Nicole Krabbenborg, Algemeen Directeur, Kindergarden

"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."

Patricia Schat, Manager Customer Relations, Kindergarden

Results

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.

Applied Solution