{"id":25111,"date":"2022-09-28T12:08:11","date_gmt":"2022-09-28T12:08:11","guid":{"rendered":"https:\/\/dialoggroup.eu\/?p=25111"},"modified":"2023-04-26T09:37:20","modified_gmt":"2023-04-26T08:37:20","slug":"klant-aan-het-woord-kris-de-graeve-van-telenet","status":"publish","type":"post","link":"https:\/\/dialoggroup.eu\/klant-aan-het-woord-kris-de-graeve-van-telenet\/","title":{"rendered":"Klant aan het woord: Kris de Graeve van Telenet"},"content":{"rendered":"

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DIGITAL FIRST: SNELLER EN PERSOONLIJKER DE KLANT TE WOORD STAAN<\/h3>\n

Zodra klanten van het Belgische Telenet contact met de organisatie opnemen, wil de provider hen een digital first ervaring bieden. Telenet gaat bijna volledig digitaal de interactie met de klant aan zodat de klantenservice op een data-driven manier de klant sneller en persoonlijker te woord kan staan. Kris De Graeve, Product Owner bij Telenet, vertelt wat digital first inhoudt en waarom dit aansluit op de snel veranderende behoeftes van de klant.<\/strong><\/p>\n

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\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ custom_padding_last_edited=”on|phone” _builder_version=”4.17.6″ _module_preset=”default” custom_margin=”-60px||0px||false|false” custom_margin_tablet=”-60px||0px||false|false” custom_margin_phone=”||-20px||false|false” custom_margin_last_edited=”on|phone” custom_padding=”0px||20px||false|false” custom_padding_tablet=”0px||20px||false|false” custom_padding_phone=”0px||0px||false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.17.6″ _module_preset=”default” custom_margin=”||||false|false” custom_padding=”||||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.18.0″ _module_preset=”default” text_line_height=”1.8em” header_2_text_color=”#4F4F4F” header_2_font_size=”27px” header_3_font=”||||||||” header_3_text_color=”#4F4F4F” header_3_font_size=”20px” custom_margin=”||||false|false” custom_margin_tablet=”-34px||159px||false|false” custom_margin_phone=”17px||17px||true|false” custom_margin_last_edited=”on|phone” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]<\/p>\n

Klanten willen de regie<\/strong><\/h2>\n

Kris:<\/strong><\/em> <\/span>\u2018Klanten van nu willen altijd en overal toegang hebben tot hun eigen gegevens. Niet alleen om hun gegevens te controleren, maar ook om te gebruiken. Denk bijvoorbeeld aan inzicht hebben in je eigen internetverbruik of dat van je kinderen. Daarnaast willen klanten persoonlijk aangesproken worden en verwachten ze dat je weet wie ze zijn zodra ze contact met je opnemen. Daarom willen we in al onze communicatie een klant aanspreken met de gegevens die voor hem of haar van toepassing zijn. Dit maakt de interactie persoonlijker en laat zien dat wij als organisatie weten wie onze klanten zijn en wat ze nodig hebben.\u2019<\/p>\n

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Digital first<\/strong><\/span><\/h2>\n

\u2018\u2018We focussen ons op een digital first strategie. Alle interactie die wij met klanten hebben vindt online plaats. We zijn niet meer telefonisch bereikbaar. Niet omdat we klanten de kans willen ontnemen ons te bellen, maar omdat we hen de mogelijkheid willen geven alle vragen direct aan de juiste persoon te kunnen stellen. Wanneer een klant via onze website contact met ons opneemt, krijgt hij of zij enkele geautomatiseerde vragen voorgelegd. Zo kan het systeem erachter bepalen of het antwoord al beschreven is op de webpagina met veelgestelde vragen. Zo niet, dan wordt de klant automatisch gekoppeld met de juiste afdeling. De adviseur die de klant helpt, kan de doorlopen customer journey inzien en heeft daardoor alle benodigde informatie vooraf bij de hand. Vaak kan de adviseur aan de hand van de data voorspellen welke vraag de klant heeft en zo kan een vraag sneller en persoonlijker beantwoord worden. Achter de schermen resulteert dit in veel complexe datastromen.\u2019<\/p>\n

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Niet volledig digitaal, wel persoonlijk<\/strong><\/span><\/h2>\n

\u2018Natuurlijk kan niet al onze klantcommunicatie digitaal plaatsvinden. We versturen daarom nog documenten per post, denk aan brieven waarin we een bestelling bevestigen of een productverandering aankondigen. We zien dit niet als interactieve communicatie, maar als communicatie waar de klant om gevraagd heeft. De manieren waarop we de brieven generen past binnen onze digital first strategie. De brieven worden namelijk volledig gepersonaliseerd aan de hand van de gegevens die we van klanten hebben. Om dit voor elkaar te krijgen, hebben we 17 jaar geleden Dialog Group benaderd.\u2019<\/p>\n

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Informatiestromen gekoppeld aan behoeftes<\/strong><\/h2>\n

‘Het systeem dat Dialog Group ons heeft geleverd, leeft van informatiestromen. We moeten dus zorgen dat we klantgegevens op een gestructureerde en veilige manier verwerken. Alleen dan kunnen klanten een brief ontvangen waarin we hun producten en situatie even benoemen, naast het hoofzakelijke bericht. Zo laten we zien dat we de klant waarderen en zijn of haar behoeftes kennen.’<\/p>\n

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OVER TELENET<\/strong><\/span><\/h3>\n

Telenet is een Belgische aanbieder van digitale televisie, hogesnelheidsinternet en vaste en mobiele telefoniediensten aan inwoners van Vlaanderen en Brussel.<\/strong><\/span><\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.16.1″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.16.1″ _module_preset=”default” custom_padding=”0px||0px|||” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_number_counter title=”medewerkers*” number=”3.012″ percent_sign=”off” _builder_version=”4.18.0″ _module_preset=”default” title_text_color=”#FFFFFF” number_text_color=”#FFFFFF” global_colors_info=”{}”][\/et_pb_number_counter][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.16.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_number_counter title=”miljoen mobiele klanten*” number=”2,8+” percent_sign=”off” _builder_version=”4.18.0″ _module_preset=”default” title_text_color=”#FFFFFF” number_text_color=”#FFFFFF” global_colors_info=”{}”][\/et_pb_number_counter][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.16.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_number_counter title=”miljoen breedband internet klanten*” number=”1,6+” percent_sign=”off” _builder_version=”4.18.0″ _module_preset=”default” title_text_color=”#FFFFFF” number_text_color=”#FFFFFF” global_colors_info=”{}”][\/et_pb_number_counter][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.18.0″ _module_preset=”default” text_text_color=”#FFFFFF” text_font_size=”11px” global_colors_info=”{}”]<\/p>\n

* jaarverslag 2020<\/p>\n

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Kris De Graeve<\/strong><\/span><\/h4>\n
Product Owner bij Telenet<\/strong><\/span><\/h5>\n

[\/et_pb_text][et_pb_image src=”https:\/\/dialoggroup.eu\/wp-content\/uploads\/2022\/09\/C32c473deaef592bfa0b27bb65eb1106425c418e0788f0ceea3a4122d7a0951b7.webp” title_text=”C32c473deaef592bfa0b27bb65eb1106425c418e0788f0ceea3a4122d7a0951b7″ _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][et_pb_button button_url=”https:\/\/dialoggroup.eu\/contact\/” button_text=”MEER WETEN? CONTACT ONS” button_alignment=”left” disabled_on=”off|off|off” _builder_version=”4.18.0″ _module_preset=”default” custom_button=”on” button_text_size=”18px” button_text_color=”#ffffff” button_bg_color=”#FF770A” button_bg_use_color_gradient=”on” button_bg_color_gradient_direction=”35deg” button_bg_color_gradient_stops=”#ff770a 0%|#ff8726 100%” button_border_radius=”3px” button_use_icon=”off” custom_margin=”||||false|false” custom_margin_tablet=”10px|0px|10px|0px|false|false” custom_margin_phone=”30px||||false|false” custom_margin_last_edited=”on|phone” custom_padding=”7px|20px|4px|20px|false|false” button_text_size_tablet=”18px” button_text_size_phone=”14px” button_text_size_last_edited=”on|desktop” box_shadow_style=”preset3″ box_shadow_color=”rgba(0,0,0,0.29)” locked=”off” global_colors_info=”{}” button_text_color__hover_enabled=”on|hover” button_text_color__hover=”#FFFFFF” button_bg_color__hover_enabled=”on|hover” button_bg_color__hover=”#FFFFFF” button_bg_enable_color__hover=”on” button_border_color__hover_enabled=”on|hover” button_border_color__hover=”#3468D0″ button_border_width__hover_enabled=”on|hover” button_border_width__hover=”2px” button_bg_color_gradient_stops__hover=”#3468d0 0%|#004a97 100%” button_bg_use_color_gradient__hover=”on”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.6″ _module_preset=”default” background_color=”#E9EEFA” custom_margin=”||-80px||false|false” custom_padding=”29px||25px||false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.16.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

MEER INSPIRATIE<\/strong><\/h3>\n

[\/et_pb_text][et_pb_blog_extras posts_number=”3″ include_categories=”147,122,146,120,121,145,144″ blog_layout=”block_extended” use_read_more_button=”on” read_more_text=”Lees meer” show_author=”off” category_background_color=”#3468D0″ show_comments=”off” show_read_time=”on” _builder_version=”4.16.1″ _module_preset=”default” header_level=”h3″ custom_read_more=”on” read_more_text_size=”15px” read_more_text_color=”#FFFFFF” read_more_bg_color=”#FF770A” read_more_border_radius=”3px” read_more_alignment=”left” global_colors_info=”{}”][\/et_pb_blog_extras][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

\ud835\udde8\ud835\uddf6\ud835\ude01\ud835\uddf1\ud835\uddee\ud835\uddf4\ud835\uddf6\ud835\uddfb\ud835\uddf4: Telenet, een grote Belgische telecomprovider, biedt haar klanten een naadloze digital first ervaring. Maar niet alle klantcommunicatie kan digitaal plaatsvinden, en daarom wil Telenet de documenten per post volledig personaliseren. <\/p>\n

\ud835\udde2\ud835\uddfd\ud835\uddf9\ud835\uddfc\ud835\ude00\ud835\ude00\ud835\uddf6\ud835\uddfb\ud835\uddf4: Dialog Group levert een systeem met informatiestromen waarin klantgegevens op een veilige, gestructureerde manier worden verwerkt. Zo ontvangen Telenet\u2019s klanten post dat volledig op hun behoeftes, producten en situatie is afgestemd. <\/p>\n","protected":false},"author":1,"featured_media":26147,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"122","_seopress_titles_title":"Onze klant aan het woord: Kris de Graeve van Telenet","_seopress_titles_desc":"Kris De Graeve, Product Owner bij Telenet, vertelt wat digital first inhoudt en waarom dit aansluit op de snel veranderende behoeftes van de klant.","_seopress_robots_index":"","_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[166],"tags":[],"_links":{"self":[{"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/posts\/25111"}],"collection":[{"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/comments?post=25111"}],"version-history":[{"count":3,"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/posts\/25111\/revisions"}],"predecessor-version":[{"id":31936,"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/posts\/25111\/revisions\/31936"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/media\/26147"}],"wp:attachment":[{"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/media?parent=25111"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/categories?post=25111"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dialoggroup.eu\/wp-json\/wp\/v2\/tags?post=25111"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}