Belfius Direct is the digital insurance department of Belfius, trusted by millions in Belgium for its forward-thinking approach to insurance services. When their existing systems began to limit their growth potential, they sought a partner who could deliver solutions and offer the right expertise and a collaborative mindset. That's where Customer Link came in, chosen for the unique skills of our Salesforce consultants and our reputation for tackling complex Salesforce optimization projects with precision and care.
Investing in Efficiency with the Right Team
Belfius Direct operated on a dual-platform setup, using Genesys and Salesforce Service Cloud. This setup, while functional, was inefficient and unable to meet the demands of a growing customer base. The unique challenge Belfius Direct faced was not just a need for a new system, but also the need for trusted partners with the expertise to ensure seamless integration across platforms.
Enter our team, including Stijn Mangelschots, Senior Tech Lead & amazon Connect Parter, and Jan Youlton, Salesforce Developer. With years of experience in similar high-stakes projects, they quickly got to work, ensuring every step was meticulously planned and executed precisely. “By integrating tools more effectively, we’ve been able to identify new opportunities to enhance the service Belfius Direct provides to its customers,” said Stijn Mangelschots at Customer Link.
Creating a Blueprint for Transformation
From day one, Stijn, Jan and the team focused on understanding Belfius Direct’s unique needs. They conducted in-depth discovery workshops designed not just to gather requirements but to challenge assumptions and explore every possible angle.
Key questions during these sessions included:
→ How complex is the Genesys data?
→ Is the data reliable enough to migrate?
→ What are the best strategies to integrate Salesforce Voice and Einstein effectively?
These sessions set the stage for a meticulously tailored transformation plan. The team facilitated refinement workshops using insights, making sure Belfius Direct stakeholders were fully aligned on the optimization blueprint. This collaborative approach ensured that every decision was well-informed and strategically sound.
Delivering Results Through Expertise
With a clear Salesforce optimization blueprint, Customer Link's consultants, began the implementation phase, focusing on delivering quick wins and long-term value.
Key Solutions Delivered:
→ Chatbot Activation via Facebook: Using Einstein bots, Belfius Direct’s customers can easily reach out through Facebook Messenger. Through Salesforce, the customer service agents provide assistance, ensuring a streamlined and responsive support experience.
→ Omnichannel Supervisor: Real-time insights into agent performance, queues, and tasks were enabled, giving Belfius Direct better control over its operations.
→ Mail2Case: Automation of case creation from incoming emails streamlined customer service workflows.
→ Web2Case: Seamless capture and conversion of website-based support requests into actionable cases.
While these solutions are standard Salesforce functionalities, the expertise of the Customer Link team ensured they were tailored precisely to Belfius Direct’s requirements. Each feature was fine-tuned to fit Belfius Direct’s processes, resulting in immediate operational improvements.
"What set us apart was our commitment to truly understanding Belfius Direct’s challenges," said Jan. "This deep understanding allowed us to tailor our solutions, and over time, it has evolved into a long-term partnership where we've integrated so closely that some of Customer Link’s team members are now part of Belfius Direct’s in-house team."
Elevating Customer Service with AI Expertise
One of the most impactful aspects of this project was the integration of AI-driven solutions. Our consultants and Belfius Direct’s team worked together to enable real-time call transcriptions by combining Salesforce Voice with Amazon Contact Lens, providing Belfius Direct with detailed insights into every customer interaction.
Our consultants also implemented Einstein’s learning model, allowing Belfius Direct to continuously enhance its predictions and recommendations. This new feature improved decision-making and optimized workflows for the customer service team.
"AI is only as good as the data and strategy behind it. By working closely with Belfius Direct, we ensured the AI solutions were accurate and actionable," said Jan.
Building for the Future
Beyond immediate results, Customer Link focused on creating a foundation for long-term success. Working with Belfius Direct's in-house team, they developed solutions designed to evolve with the organization's needs, ensuring a lasting impact on Belfius Direct's customer service operations. Our future-focused strategies are designed to keep Belfius Direct ahead of the curve in customer service innovation.
Here's what's coming next for Belfius Direct's customer service:
→ Reply Recommendations: This AI-driven tool will suggest relevant responses to support agents, enabling faster and more accurate communication.
→ Article Recommendations: By aligning knowledge base articles with specific cases, this model will equip support agents with the right resources at the right time, improving resolution times.
"The future of customer service at Belfius Direct lies in blending AI-driven insights with human expertise. By anticipating needs and continuously refining the Salesforce ecosystem, we aim to help Belfius Direct deliver faster, smarter, and more personalized service," said Jan.
Why Belfius Direct Chose Customer Link
Belfius Direct didn't just need a solution; they needed a partner who could understand their challenges, offer tailored strategies, and execute flawlessly. Belfius Direct chose Customer Link because of the unique value overlap: innovation, customer-centricity, and a commitment to long-term growth.
By fostering a collaborative environment, Customer Link ensured that the Belfius Direct team was not just a passive recipient but an active participant in the transformation process. This partnership approach, where both teams worked hand-in-hand, was key to the project's success.
Ready to Transform Your Business?
As Customer Link continues its innovation and transformation journey alongside Belfius Direct, we remain committed to helping other organizations elevate their Salesforce experience. If you're navigating the complex terrain of Salesforce or seeking to optimize your systems for greater efficiency and customer-centricity, Customer Link stands ready as your trusted partner.
Contact our experts and discover what Salesforce can offer for your company today!