Schiphol chooses RIFF as their new partner for customer contact
At the end of this year, Schiphol’s contract with their current supplier, who have provided customer contact for Schiphol since 2011, expires. By means of a European tender, RIFF is the party they have now chosen. The decisive factor in RIFF’s favor was the strong concept in which the focus of customer contact shifts from traditional channels – mail and telephone – to digital channels.
“The way our customers seek information changes,” says Roel Hellemons, acting Airport Operations Director of Schiphol. “In our tender we were looking for an expert in customer contact, who would take us along with these developments and provide valuable solutions for our customers. Ten years ago, you just called Schiphol and you could hardly ask a question via Twitter. Now that is the other way around, and you also have WhatsApp, chatbots, Facebook, Instagram, you name it. In the concept of RIFF, all innovative digital channels play a role and we can effortlessly move with the trends so that in the future, we can help our customers at any time, via their favorite channels.”
RIFF – formerly known as The Webcare Company – has made a name for itself doing the KLM social engagement, which is still known as one of the best in the world. In addition, the company works for large clients such as McDonald’s, Philips and stroller brand Quinny. RIFF is not a traditional call center but a developer of unique digital solutions used for customer contact. RIFF will do this using their vision ‘be digital, stay human’. Digital solutions, from a human perspective.
“In our concept, the call center and the handling of mail traffic still play a role”, says Tobias Walraven, CEO of RIFF. “But the primary focus will shift to social media, simply because people increasingly choose that channel. A clear trend, for example, is that young people now no longer call each other, they WhatsApp. In addition, we aim for as much self-reliance as possible, so that it’s only the customers with complex questions who end up at our channels. That concept relies upon excellent digital information provision. Schiphol have entrusted us with the task of making that digital transition and we are happy to enter into this partnership.”
Next week, RIFF will begin with the implementation and transfer. On 15th December, RIFF will go live with the customer contact operation.