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Summary: Trinicom is the Dutch market leader of multi-channel customer contact software solutions

Trinicom is the largest provider of multi-channel customer interaction software of the European mainland. It has been positioned by Gartner Inc., in the Niche Quadrant of the Magic Quadrant for CRM Web Customer Service 2011. Our vision is that valuable interactions result in satisfied customers and long term win-win relationships. Therefore we provide a software solution which allows companies to align their customer contact with their brand promises as well as with the customer expectations that arise from these promises. We focus primarily on the development, implementation and support of our core solution: Trinicom 5 (T5). This web-based default application is entirely focused on the customer interaction process of an organization and ensures that all customer contacts can be handled quickly and uniformly from a central knowledge base. Trinicom also offers customers a multi-channel approach to optimize their contact centre, focusing on improving the service delivery provision through web self-service, e-mail management, live chat, chatbots, call management and webcare, as well as reducing the service costs. Trinicom’s clients include leading national and international organizations such as, Agis Health Insurance, Albelli, Cendris, CanalDigitaal, Carglass, Conrad Electronic, De Kindertelefoon, De Telefoongids/Gouden Gids, IKEA, Rabobank, Rijksuniversiteit Groningen, Telfort, Thomas Cook, TUI and Univé.

Case Study

Cheaptickets.nl, an online shop selling flight tickets and additional products such as a car hire service, has experienced enormous growth in the past ten years and is the eleventh biggest online shop in The Netherlands. Along with this growth, the amount of contact points with customers has increased as well. In order to efficiently respond to customer enquiries Cheaptickets.nl has appointed software developer Trinicom to implement their email contact center solution. In addition, a knowledge bank has been developed to capture all questions and answers of Cheaptickets.nl’s customers.

In 2009, Cheaptickets.nl decided to revise their service levels. Objectives were to decrease the amount of calls and emails and to improve the website’s performance to decrease response times. In cooperation with Trinicom, Cheaptickets.nl has assessed all modules which could optimize their service levels. Cheaptickets.nl has opted for a chat bot, a chatting robot on their website, which can respond to simple enquiries. By putting the chat bot on specific pages, for example the booking process page, customers will be assisted when they actually need help.

Whilst only having been online for a couple of months, Cheaptickets.nl’s chatbot is already showing promising results: The amount of calls and emails has already been decreased by more than 10% and the user experience has improved as well.

“The project has already repaid itself by increasing efficiency,” according to Cheaptickets.nl’s co-founder Lex Beins. “With our current staff we are capable of assisting even more customers. We have also noticed that customers are more satisfied and have given us a higher score as well.”

Due to these promising results the second phase of this project has already been implemented. Questions which cannot be answered by their chatbot are redirected to a call center through another website feature called ‘live-chat’. Although it is still early days, customers have already responded positively to this additional service.

Positioning Statement

The Trinicom Chatbot is part of our T5 multi-channel customer contact software suite. The T5 Chatbot enables your website visitor to consult the T5 knowledgebase in a more interactive, virtual and lively way.

The T5 Chatbot is an avatar within your website. By typing a question in natural language in the chat window, the chatbot provides automated responses. The response given can be derived from multiple sources: