Rotterdam Rijnmond safety region; New challenges COVID-19

The cooperation between Veiligheid Regio Rotterdam Rijnmond and Contact Center Live started in May 2020. With the aim to deploy the KCC in a more flexible and efficient way as service providers for the Safety Region. The project was aligned to set up the Zendesk environment in cooperation and train the (at that time) team in the use of Zendesk Support & Chat.

Sharp focus on flexibility and scalability

From the kick-off of the project, there was a sharp focus on flexibility and scalability. This paid off almost immediately with the new challenges presented by the COVID-19 measures. Contact Center Live supported in these matters by moving quickly and setting up additional forms and reports.

In addition to setting up the Zendesk environment, Contact Center Live also set up telephony in Zendesk by means of a CTI link, and immediately prepared the team to continue working from home. Here too, fast switching was the motto, enabling the team to respond to citizens by phone in a short period of time.

Understanding all contacts at a glance

After a successful pilot, Safety Region Rotterdam Rijnmond decided to extend the contract for an additional year. About the cooperation, Aimee of the Safety Region says the following:

“It is nice that I have an overview of all contacts at a glance and that they are handled quickly, uniformly and efficiently.”

Endless possibilities

For the upcoming year, the possibilities are endless. The implementation of contact through Social Media channels and the creation of a knowledge base (internal and external) are already underway. Zendesk Explore will also be added, to make it easier to see and distribute citizen feedback to other departments in the office.

This will ensure that the region is even safer and that we can respond to everyone quickly and appropriately.