Dutch Road Transport Directorate uses eGain solutions to improve delivery of customer service to Dutch citizens
Slough, United Kingdom, April 03, 2006 : RDW, the Dutch Road Transport Directorate, today announced it has deployed eGain Mail™ and eGain SelfService™ to enable Dutch citizens to get answers to their questions on moped and scooter registration online and meet upcoming 31 October 2006 deadline for moped and scooter registration.
Introduced in 2005, the new RDW regulation, called BSF, has made registration mandatory for mopeds and scooters flooding the RDW with email-based enquiries.
At first, RDW employees used Microsoft Outlook to respond to emails but soon realised they needed a robust email response management system (ERMS) with a knowledge base to handle the large numbers of enquiries and also achieve their goal of being one of the top-rated public sector contact centres in Holland.
eGain Mail™, the industry’s top-rated email management software*, has helped RDW reduce email response time and workload by 50 percent and has set up one-click access to a knowledge base for agents and also uses robust workflows to route and manage emails. eGain SelfService™, the most comprehensive and flexible solution for web self-service, enables RDW to offer citizens new ways of communicating with the organisation through 24×7 web self-service. Used by 200 employees and with expected use by millions of vehicle owners in Q3 2006, the solutions will enable RDW to improve the quality of citizen service while controlling costs.
After considering a number of leading customer service and CRM solutions, RDW selected eGain’s service management platform and applications for email management, web self-service and knowledge management, based on their comprehensive functionality and the ability to deliver rapid ROI.
“Good service is of paramount importance for government agencies, too,” said Zeger Baelde, Manager of the division Registration and Information RDW. “With their rich functionality, eGain’s solutions have enabled us to help moped and scooter owners get answers to their enquiries in a timely manner and comply with the upcoming registration deadline.”
Ashu Roy, CEO of eGain, commented: “eGain is a pioneer in delivering email management and web self-service solutions. We are pleased to help RDW achieve its goal of becoming a top-notch public sector contact centre by enabling them to provide prompt and effective service to moped and scooter owners with our solutions.”
From 1 January 2007 the regulation BSF will be enforced with only mopeds and scooters with valid papers and number plates allowed on public roads in the Netherlands. Motorists have until 31 October to apply for vehicle registration certificates.
Filed under: Epicor
