RIFF provides full customer contact services for Schiphol

It’s Schiphol’s ambition to help travellers in the terminal with their questions and problems even better and more efficiently. To realize this ambition, RIFF has set up a completely new customer contact centre on behalf of Schiphol and provides daily customer contact with a team of over 100 people.

This is done via all digital and direct contact channels and on location with a specially trained team. In collaboration with Schiphol, customer experiences are continuously monitored, so the services provided to passengers can be improved accordingly.

SELF-SERVICE INFORMATION POINTS

The spearhead of the approach is to strengthen personal contact between the airport and travellers, alongside the increased need for digitalisation. In addition to the provision of information via the usual channels such as telephone, e-mail and social media, self-service information points have now also been set up at Schiphol. These information points are spread across various locations in the terminals and allow travellers to look up their flight information, consult maps and view frequently asked questions and answers. What’s remarkable about these information points is the possibility for travellers to communicate directly with an agent via video call, and if necessary, a Mobile Personal Assistant (MPA) can also be called in to help the traveller on the spot.

First results

Tobias Walraven (CEO RIFF): “Implementing a true omni-channel approach is nothing short of an enormous challenge, especially for such a large organization as Schiphol. A project of this size can only succeed with good partnership and teamwork, especially with the technology parties with whom we have taken this project from concept to reality, such as: Salesforce, NewVoiceMedia, Gen25, 24Sessions and Digital Genius. Even within this brief period that we have been ‘in the air’, it has already led to results: a man contacted our Schiphol Customer Contact Center by telephone because his sick father from Lagos had missed his flight at Schiphol, was unreachable and had possibly forgot his medication. His father was due to have a new flight at 7am the next morning. Our MPA went looking for him and after a while was able to send ‘we have found your father’ live via chat to the son. The next morning, our MPA escorted the father to his flight on time”.