Cases

Establishing a centralized customer service department

The home-care market is on the move. As a result of the introduction of the Social Support Act (WMO) in 2006, the market for domestic services has changed radically.

Sales Excelerator successfully implemented

TOTE-M successively and comprehensively implemented the Sales Excelerator programme for the Dutch market leader in the field of car windscreen repair.

Implementation of Agent Desktop including knowledge management system

In April 2007, the S3C (Shared Customer Contact Centre) programme was started at a major financial services provider.

Optimization of contact centre

TOTE-M completely reconstructed the contact centre for a bank and insurance company with several independent offices in the Benelux countries.

Formulation of business case as the basis for decision-making for the purchase of a quality monitoring system

For the Dutch subsidiary of a major German media corporation, TOTE-M formulated a business case in preparation for the decision-making process for the acquisition of a quality monit

Improvement of involvement, ownership and awareness

TOTE-M performed an analysis for the Dutch subsidiary of one of the world’s largest suppliers of personal computers.

Getting to grips with quality at an energy company

The customer contact centre (telephone, email, chat and text messaging) at a major Belgian energy company had developed in less than ten year

Quality monitoring

TOTE-M was commissioned by the largest drinking water supply company in the Netherlands to perform an analysis in preparation for the selection and implementat

Redesign CCC

TOTE-M is assisting a major Dutch provider of media and communication services with the redesign of its customer contact centre (CCC).

Supervising replacement of customer image and upgrading CTI

For a Dutch health insurance company, TOTE-M, in close cooperation with the client, is providing support for a programme involving the analysis of various syst