Stater provides mortgage services and platforms that support 40% of property purchases in the Netherlands. To reduce IT complexity, lower costs and embrace AI, Stater evolved to the Genesys Cloud™ platform with full GDPR compliance and stringent security protection. With AI chatbots now able to resolve 60% of customer requests the first time and IT ticket volumes reduced by 80%, Stater saw immediate ROI.
60%
chatbot containment rate
6X
reduction in time to innovation
80%
IT ticket reduction
Stater keeps the financial services industry moving. The business process outsourcer offers superior scale, cost advantages and innovative strength. Its data-driven mortgage services and platforms support more than 40 external lenders, accounting for 40% of all property purchases in the Netherlands.
Outsourcing enables those lenders to digitally innovate and grow, without losing sleep over IT updates, data processing or the latest laws and regulations. Accordingly, Stater platforms and systems meet the highest rating (RPS1) for mortgage servicing in terms of security, continuity and integrity.
“We now have six clients using live bots that we created and manage ourselves. Together, they resolve around 60% of end customer requests first time, without ever touching a human agent. And we don’t have to worry about data leakage.”
Johan van Hensbergen
Product Owner, Stater N.V.
So, when it came to evolving the company’s on-premises customer support systems nothing was left to chance.
“In moving our contact centers and internal IT help desk to the cloud, our number one priority was making sure the new solution fully addressed GDPR concerns and guaranteed our clients the same strict levels of data security and sovereignty as our previous Genesys PureConnect system,” said Michiel Westra, Application Manager at Stater N.V.
Other goals included becoming more self-sufficient and solving previous technical challenges, such as latency issues and virtual desktops that required troubleshooting and maintaining.
After considering various options, Stater put Genesys Cloud at the heart of its customer and employee experience transformation.
Expertly implemented and supported by partner KPN, the new platform is hosted on highly reliable Amazon Web Services microservices with guaranteed assurance that all personal data remains within EU countries.
Equally importantly, Genesys Cloud enables 200 agents to manage all phone and chat conversations from their PEGA CRM workspace — efficiently capturing notes and information after every interaction. Topics handled vary from mortgage enquiries and requests for contracts, deeds and other legal documentation to resolving IT issues. Outbound calls provide an effective means of following up on outstanding payments — whether it’s collections, litigation or recovery.
“Telephony is no longer a headache and reliant on out-of-hours support from external vendors. In fact, by combining Genesys Web Messaging and chatbots, we’ve managed to reduce IT ticket volumes by 80%.”
Michiel Westra
Application Manager, Stater N.V.
KPN asked Genesys Professional Services to assist in setting up a Genesys Cloud voicebot. Stater provided the necessary design and configuration data, and all parties (Stater, KPN and Genesys) collaborated on the project, with Genesys taking a leading development role. Genesys Professional Services shared their expertise and knowledge throughout the process, guiding Stater and KPN during deployment to enable them to create additional chatbots for Stater sub-brands.
Unlike normal chat solutions, which provide short-lived, standalone interactions, Genesys Cloud Web Messaging allows customers to visit the Stater website, converse with a natural language AI chatbot or agent, and return later to continue their conversation. After the customer leaves the chat, an internally designed tool automatically archives a record of the conversation within the CRM system.
“The implementation went very well, and we learnt loads from KPN in terms of Genesys Web Messaging and bot building,” said Johan van Hensbergen, Product Owner at Stater N.V. “We now have six clients using live bots that we created and manage ourselves. Together, they resolve around 60% of end customer requests first time, without ever touching a human agent. And we don’t have to worry about data leakage.”
And that’s not all. The company’s IT team can easily create new queues and dashboards or connect extra sites and users — less expensively and in a fraction of the time it used to take.
“We recently extended Genesys Cloud to colleagues in Germany in just four weeks,” added van Hensbergen. “Previously, the same project would have involved ordering MPLS circuits and PBX connections and taken at least six months. We intend to do the same and connect our Belgium operations next.”
An exciting future awaits. The Stater roadmap includes using Genesys Cloud AI Experience tokens for game-changing tools and generative AI technologies such as agent copilot, predictive engagement, predictive routing and virtual agents. And in the process, Stater is developing new revenue-generating services.
“Overcoming such complexity and safely moving all our systems to the cloud was an achievement we’re proud of,” concluded Westra. “Telephony is no longer a headache and reliant on out-of-hours support from external vendors. In fact, by combining Genesys Web Messaging and chatbots, we’ve managed to reduce IT ticket volumes by 80%.”
To learn more about the solutions featured in this case study, visit www.genesys.com.
