Customer case
Shuttel: Moving the mobility market
How Nextview helped Mobility as a Service provider Shuttel to grow without compromises.
Challenge
Grow in customers, not in staff
As the Mobility as a Service (MaaS) market leader in the Netherlands, Shuttel provides customized mobility solutions. In a world where mobility demands are constantly changing, they help companies with cleaner, smarter, more sustainable, and more user-friendly solutions to get around. But the company's success had a bottleneck: staff. Excellent customer service employees are hard to find, so it was key to create growth opportunities apart from staff expansion. To do so, they turned to us.
“The best part is constantly learning more about ourselves and our services. That means improving as a professional”
- Joëlle - Manager Operations & Development Shuttel
Solution
A broad service package
To make sure Shuttel was able to grow harder in customers than in staff, we first implemented a new platform. The existing phone system was not integrated with Salesforce and lacked room for innovation. Together with Shuttel, we took 4 weeks to get a clear vision of what was needed. We built a foundation that gave room to current and future innovations. Then, we implemented a service system with a broad array of channels, including email, phone, and chat.
The system assures that staff members have access to all information about their users and customers, being able to give them the service they are looking for, and beyond. The core platform is built in Service Cloud. Within this Salesforce solution, Omnichannel Routing pushes incoming customer interactions to the right staff member, depending on capacity. For users and customers calling, Service Cloud Voice, a synergy of Salesforce and Amazon Connect, was implemented in a collaboration with our partner Frontline Solutions. For chat and Whatsapp integration, we choose Digital Engagement, another Salesforce solution.
Results
Happy users, happy customers
- Shuttel’s NPS score rose to 38, an impressive 8 points higher than the industry standard
- Overperformance on service delivery
- Make current and future innovations possible, like the shift from domains to users
- For shareholders, Shuttel is now the example of how to make the next step
