City of Tilburg

Excellent relationship management in all customer contact channels

Top Service for Residents

Thanks to omnichannel service delivery.

User-friendly Interface

The GUI creates happy employees.

Efficient Customer Contact Center

The KCC has more insights and uses automation to improve efficiency.

Top Service for Residents

Thanks to omnichannel service delivery.

User-friendly Interface

The GUI creates happy employees.

Efficient Customer Contact Center

The KCC has more insights and uses automation to improve efficiency.

Providing Omnichannel Services with Integrated Telephony

The City of Tilburg, a municipality known for everything from its textiles industry to hosting a ten-day funfair, is transforming citizens services on Salesforce. The team is streamlining their operations in a way that enables the city to deliver fast and personalised services, digitally to its 200,000+ citizens at scale.

Citizen360 Experience

The City of Tilburg had already standardised citizen processes within one department to renew passports, apply for driver’s licenses, and report relocation. Other services, such as starting a new business, were more complex due to elaborate protocols and the inclusion of multiple departments needed to process the request. Digital Public Services or eGovernment is currently being launched across cities and municipalities throughout the EU. The onset of the pandemic brought to light the need for digital citizen communication and remote access to public services.

"This solution will give the citizens of Tilburg the ability to access municipal services faster and more efficiently via traditional and digital communication channels, which helps us shift to being more proactive, more transparent, and more unified.”

Marjon van der MaatDepartment Head of Services - City of Tilburg

Integrated Telephony

In short: a resident, business owner or visitor calls the general telephone number of the Municipality of Tilburg (14013). That person is automatically assigned to the correct employee via a drop-down menu. This employee handles the incoming call in Salesforce, and can make the call directly from the Salesforce platform. At the same time, the employee can consult with colleagues via the platform, or easily transfer the call.

Higher Efficiency and Better Service

If the customer has had previous contact with the municipality, customer recognition occurs so the employee not only sees the customer’s name, but also gets the full customer view. The customer view includes previous contact moments such as calls, emails, whatsapp, chat, social media messages and previously created product requests and/or cases from the case management system.

The omnichannel functionality in Salesforce not only allows customers to contact via the channel of their choice, but also allows employees to actually work “blended”. This means that the system recognizes an employee’s total workload across channels so that incoming inquiries, via whatever channel, are optimally distributed.

Real-time Dashboards

The customer contact supervisor also gains more insights. Think real-time dashboards with insights into queues and colleague availability. This allows the supervisor to intervene where necessary and, for example, add extra employees to queues. In this way, residents are helped even faster. All in all, top efficiency for the KCC and high and fast service for residents and customers. Because who likes a high workload or a long queue? Exactly: nobody!