A passion for innovation, delivering a high-quality customer experience and Avaya contact center solutions help set the mortgage specialist company apart from the competition
Located in the Netherlands, Florius, a division of ABN AMRO, is a 70-year old financial services company specializing in mortgages. Currently, about 100 of its 185 employees are dedicated to serving Florius’ 380,000 customers through its Avaya contact center.
Throughout its history, Florius has continually looked for ways to make life easier for customers and employees, driving inventive new approaches that are well ahead of many of its competitors.
Florius and Dimension Data, an Avaya systems integrator, collaborated on a digital transformation roadmap to deliver an innovative, omnichannel customer experience. From the outset, the roadmap developed from a business perspective – focusing on what Florius wished to accomplish – and subsequently added the appropriate technology and implementation stages to achieve its goals. The company needed the flexibility to support the range of preferences of its largest customer demographic of home buyers, and the ability to holistically view the customer journey. Ultimately, Florius decided to update its existing contact center operation and add exciting, new easy-to-use capabilities that offered greater personalization, efficiency and control.
“We’ve been working with Avaya for a long time,” said Seif Alhamrany, head of the Advisory Team at Florius. “A year ago we started the conversation with Dimension Data about developing a roadmap to enable us to work better with customers and do more with the brilliant platform we had.”
Florius and Dimension Data took a comprehensive look at all of its customer experience processes and how they could become more effective. Together, they determined that the roadmap needed to meet four basic requirements:
- Make life better for the customers
- Make life easier for the employees
- Enable immediate innovation
- Lower costs by improving processes
While going digital was top of mind, Florius wasn’t just looking to simply implement ‘cool’ digital technologies. Rather, the customer experience needed to be first and foremost, personalized and omnichannel, that was supported by digital capabilities.
“The customer journey is very important to us,” said Alhamrany. “We are committed to a fast turnaround on mortgage applications, so we need to put the customer in the center, have fast access to as much information as possible, and automate processes as much as it makes sense.”