The client in control through client portal

If a client of Online.nl has a television or internet failure or wants to make an installation appointment, he reports this to his provider. Previously, an appointment was scheduled by telephone for a time when the breakdown technician could come by. That involved a number of drives: from provider to Allinq, which sends the technicians on their way. With the new digital client portal that Allinq has developed, a considerable efficiency improvement has been made in this process, Fieneke explains: “The client still reports the malfunction to the provider, but then the customer data is automatically passed on to Allinq and the ustomer receives a link within minutes via text message and e-mail. By clicking on it, the client will arrive at the client portal. There he or she can make an appointment on a day and time that suits his or her schedule. The technician automatically receives the order and on the day of the appointment the customer receives a text message indicating that the technician is on his or her way.”

In your own time

The experiences with the client portal are very positive. “We see that it works well. In 91% of cases, clients respond to the link to make an appointment within four hours of sending. They can also do this in their own time, for example in the evening after work. And in the unlikely event that it does not work out, the client can also easily change or cancel the appointment. The client is really in control,” says Fieneke. It is possible to make an appointment within 24 hours, but later is also possible. In addition to convenience for the client, the client portal also provides other benefits. “The call center has less work, everything is automated and the lead time of a call is therefore shorter.After a fault report, the client must be contacted within four hours. Now he or she has the link within a few minutes.”

Many possibilities

From November, the client portal will also be used at Delta Fiber Netwerk and CAI Harderwijk. In other situations, the client portal can also offer many advantages, Fieneke acknowledges. “There are many possibilities, for all projects that require a client appointment. For example, in bulk projects, such as a large-scale modem swap. You can send such an appointment link to several people at the same time. You then no longer have to call them all, which means that the planning department of Allinq is less burdened. And not to forget the convenience for the client, that’s why we do this!”