RIFF provides full customer contact services for Schiphol with an entirely new omnichannel approach that matches the changing customer needs.
It is Schiphol’s ambition to help passengers in the terminal even better and more efficiently when they have questions or problems. In order to realize this ambition, RIFF was commissioned by Schiphol to set up a completely new customer contact center, and RIFF also provides daily customer contact with a team of over 100 people. This is done via all digital and direct contact channels like telephony, WhatsApp and messen- ger and on location with a specially trained team. In cooperation with Schiphol, customer experiences are continuously monitored, and passenger services are improved accordingly.
The spearhead of the approach is to strengthen the personal contact between the airport and the passengers, at the same time as the increased need for digitization. In addition to the provision of information via the usual channels such as telephone, e-mail, and the various social media, self-service information points have now been set up at Schiphol. These information points are spread over various locations in the terminal and enable passengers to look up their flight information, consult floor plans, and view frequently asked questions and answers.
A striking feature is a possibility for passengers to communicate directly with an employee via video call and, if necessary, a Mobile Personal Assistant (MPA) is called in to help the traveler on the spot.
Executive Vice President & COO
bij Schiphol Group:
“In our tender, we were looking for an expert in customer contact who takes us into account in the developments and who comes up with valuable solutions for our customers. RIFF is not a traditional call center but a developer of digital solutions who uses them for customer contact. RIFF does this from the perspective of ‘be digital, stay human’. Digital solutions approached from a human perspective.”
Tobias Walraven (CEO RIFF): “Implementing a truly omnichannel approach is nothing less than a huge challenge, especially for such a large organization as Schiphol. A project of this size can only be successful with a good partner- ship and teamwork, especially the technology parties with whom we have brought this project from concept to reality: Salesforce, NewVoiceMe- dia, Gen25, 24Sessions, and Digital Genius.
And even in this short period that we are ‘in the air,’ it has already led to results: for example, a son contacted our Schiphol Customer Contact Centre by telephone because his sick father from Lagos had missed his flight at Schiphol, was inaccessible and had possibly forgotten his medication. His father would have a new flight the next morning at 7 o’clock. Our MPA went looking for the father and after a while ‘we have found your father’ could send live via chat to the son. The next morning our MPA escorted the father to his flight on time.”
Learn more about the omnichannel approach? Or do you want to know what else we can do in terms of passenger contact services? Contact me.