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What used to take us five hours a day of scheduling now only takes one hour
"“What used to take us five hours a day of scheduling now only takes one hour.”"
José Geboers
Teamlead Customer Service
Challenges
In 2018, WonenBreburg, a social housing corporation with offices in Tilburg and Breda, began its collaboration with UCaaS solution Unexus Connect. The era of fixed-line telephony was gradually disappearing, and employees were increasingly working in a hybrid setup. To maintain optimal service levels, WonenBreburg was looking for a modern omnichannel solution that would integrate seamlessly with their customer tracking system (CTS).
Their goal? A future-proof solution that would increase customer satisfaction while improving internal efficiency and collaboration. WonenBreburg therefore chose Unexus Connect, an all-in-one platform designed to enhance customer satisfaction, employee productivity, and brand experience. Customer Service Manager José Geboers explains how this implementation made a real difference.
With Unexus Connect, employees now have immediate access to all relevant tenant information on a single screen. According to José Geboers, this approach has been a game changer:
“Where we previously had to search for information spread across multiple systems, everything is now instantly available. This allows us to respond much faster and more effectively to customer questions.”
The platform not only provides clarity and overview, but also seamlessly integrates multiple channels (phone, email and chat) so customers can be helped smoothly regardless of how they get in touch. Thanks to this structure, the contact center is better equipped to consistently deliver a high level of service, with significantly improved response times. For employees, this means less complexity and a more intuitive system that makes daily tasks easier and faster.
Solution
Efficient Workforce Scheduling Through Integration with Teamlead
Alongside the powerful Unexus Connect platform, Teamlead plays a crucial role at WonenBreburg by delivering a smart, data-driven workforce planning solution that integrates effortlessly with Unexus Connect. Where scheduling used to be a time-consuming, manual process that took hours every day, Teamlead now uses real-time data from Unexus Connect to create an always up-to-date and efficient schedule.
José explains: “What used to take us five hours a day of scheduling now only takes one hour.”
Data-Driven and Future-Proof Customer Service
The collaboration between Unexus and Teamlead takes WonenBreburg’s data-driven approach to the next level. By combining Unexus Connect with Teamlead’s flexible functionality, the customer contact center can not only respond to workload in real time, but also anticipate peaks and troughs in demand.
As a result, staff are deployed more purposefully and efficiently, boosting customer satisfaction while saving both time and resources. Together, Teamlead and Unexus Connect provide a future-oriented solution that evolves with the changing demands of customer contact and hybrid working, ensuring WonenBreburg remains flexible and agile in its service delivery.
A Reliable Partnership That Continually Improves
José is highly satisfied with the collaboration with both Unexus and Teamlead:
“Our employees can easily switch to the support teams of both organizations, and questions or issues are addressed quickly. The feedback we provide is taken seriously and often implemented right away. This is a partnership that truly makes a difference and helps us move forward.”
With Unexus Connect as a solid foundation, WonenBreburg now has an integrated solution that enhances the customer experience, enables employees to work more efficiently, and through the integration with Teamlead, delivers clear, data-driven workforce schedules. The positive impact on both customers and employees confirms that Unexus Connect and Teamlead play an essential role in WonenBreburg’s successful, modern way of working.
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