Customer case – Kennemer Duincampings

Doing

Aim for less repeat traffic

Kennemer Duincampings is a modern leisure company. Their three large campsites, each with around 600-700 spots, generate plenty of activity. There is a lot of customer contact via mail, phone, chat, and the website for reservations, changes, and various other questions in Dutch, German, and English. The company wanted to reduce repeat traffic and came to us with the question: 'Can a robot help us answer emails and reduce repeat traffic, and if so, do we deploy it for the 1st or 2nd line?' With the deployment of our Process Assistant, repeat traffic is reduced and communication via both 1st and 2nd line is processed faster, better, and more efficiently.

Customers served! 25 % Less repeat traffic

Customers served! 25 % Time saved for personal customer contact

At a glance

Customer: Kennemer Duincampings

Industry: hospitality

Location: The Netherlands

Business size: large business

Challenges

Reducing repeat traffic
Faster processing of customer contact and more time for personal contact

Solution

Process Assistant, Robotic Process Automation, Artificial Intelligence

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Better customer view and 30% less repeat traffic

There are many rotating interns and seasonal workers. And especially in the high season, there is plenty of customer contact. Proper handling of all communications takes quite a lot of time, both for the first and second line. There is also a lot of repeat traffic.

We started with a thorough Business Analysis. The answer? Good idea, such a robot, and then not either-or, but rather and-and: both for the 1st and the 2nd line. We had calculated that streamlining incoming traffic would reduce repeat traffic by a third. This would free up precious time that (front-office) employees could spend on serving guests directly.

With the Pegamento Process Assistant, we built a Task Manager. This is a robot, which recognises the intent of an incoming call or message in multiple languages and automatically suggests a response to the 1st-line employee. Via a link with the back office reservation system, the employee gets a complete customer view with all available customer information on the screen. Communication is thus handled faster, better, and more efficiently.