“International crowning is a mission to learn from each other”
Pegamentro has recently been allowed to call itself “Top 10 Digital Process Automation Solutions provider” thanks to an international jury of CIO Applications Europe. CEO Serge Poppes sees the award primarily as a confirmation of the company’s distinctive thinking and an incentive to make customer communications truly target group oriented.
The European knowledge platform of chief information officers granted the prestigious award not so much for a specific application, but for the methodologies Pegamento has developed for the implementation, execution and continuous quality improvement of digital process automation in customer contact projects. As far as the jury is concerned, Pegamento has an international pioneering role. This is extremely topical, given the many bottlenecks such as staff shortages, declining customer satisfaction and logistical bottlenecks. An example is a project carried out during the corona pandemic to digitally measure the fit size of consumers. This led to a dramatic reduction in returns at an online retailer’s overburdened logistics sites and customer contact center.
“Customer communication has never been so complex,” Serge Poppes states. “Organizations are used to consumers and citizens contacting questions, requests and complaints directly through channels managed by the organization itself: from the phone line to chat boxes. But the number of channels is increasing, creating a completely unstructured digital world that no one can fully manage. At social channels now communicate more óabout the organization, then with the organization. Getting a grip on these previously unstructured channels and engaging in dialogues where monologues predominated is a huge challenge.”
Communicate-to-measure
The need to make interaction with the target audience as efficient as possible for the organization and as enjoyable as possible for both the customer/citizen and the employee is universal. Whether it is a webshop, a healthcare facility or a municipal Civil Affairs department. Not technology, but human skill is the biggest stumbling block. Everyone is different and has their own requirements when it comes to the channel through which contact is made. Sometimes this is age-related, sometimes culturally inspired. For the organization it is important to make the limited human resources available as much as possible for target groups that need personal contact. Concrete examples: counter and call center staff for the elderly and people with disabilities and digital self-service for “tech-savy” target groups. Pegamento addresses this with innovative applications and its project methodology. These speed up and facilitate process automation and minimize error margins. This brings together interaction psychology, data analysis, artificial intelligence and robotization, among other things.
Human skills as a starting point
The award was given because of the versatility of automating processes. The focus is on supporting employees in performing everyday tasks. With the goal of bringing about business (digital) transformations to create an efficient and positive customer experience. The combination of technology and methodologies is also proving its worth particularly in essential interactions with government agencies and financial service providers. Serge Poppes: “The number of complex applications and the amounts of data are increasing sharply in customer contact. Then it seems logical to focus on the technological can and that is exactly what commonly used implementation techniques also do: make sure that separate parts connect on time and properly and do what they promise. We add the human dimension. Just a little smarter pre-testing and examining how customers and employees interact with technology, applying best practices from one sector to another, huge attention to communication and enough flexibility to make interim adjustments without breaking the predefined frameworks.”
Singularity
As a purely Dutch organization, Pegamento finds itself in an exclusive company of large, global conglomerates. “I therefore see our award as a recognition of Dutch willfulness,” Poppes believes. “Technology is easier to standardize worldwide than culture and that also has to be taken into account in process automation. You have to dare to adapt technology to the human scale, not the other way around. The award from CIO Applications Europe is therefore also a recognition for our clients. Moreover, I see it as an incentive to all user organizations to innovate both technologically and organizationally. There is an enormous wealth of experience, knowledge, warnings and best practices hidden in our knowledge base. This is further enriched with each new project and is available to all clients in every industry. The challenge does not stop with a successful implementation. Learning and applying new knowledge every day brings the real profit. In revenue, in cost savings, in customer satisfaction and in employee motivation.”
Read CIO Applications Europe’s article on Pegamento here: Implementing Versatility in Automation Processes.
Create the workplace for professionals
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