References

N-Allo

Cnext helps N-Allo with customer services via the cloud

Contact centre N-Allo wanted to offer even more channels for interacting with customers alongside telephone, email and chat. This was made possible with an app for end users called ‘I want help’.

‘Anyone who downloads the app to their smartphone or tablet has access to a kind of self-service page where you can look up invoices and balances, for example, or find answers to frequently asked questions,’ explains Bernard Questiaux, Business Architect at N-Allo. ‘And if that’s not enough for the customer to resolve their query, they can contact the contact centre straight from the app.’

An experienced partner

‘It’s very hard to predict how much traffic an app like this will generate,’ adds Questiaux, ‘which makes it difficult to determine what infrastructure you need. The solution for this lies the cloud, but that’s something we didn’t have much experience of. We therefore wanted to find a partner to support us, so that we didn’t have to go through the whole learning process ourselves; we simply didn’t have enough time for that.’

N-Allo chose to work with Cnext, who they’d already collaborated with on previous projects. Bernard Questiaux: ‘They have the experience and flexibility we need with a desire to help us progress, even though the final destination isn’t always very clear at the outset. They also have the right contacts at Microsoft. All this ensured a great collaboration and successful project.’

Cnext proposed using Windows Azure as a cloud solution. This was a logical choice for N-Allo considering it employs around twenty developers who specialise in Microsoft technology.

Stronger competitive position

The fact that N-Allo now has certain services running in the cloud brings all kinds of benefits with it. ‘Firstly we’ve strengthened our competitive position,’ says Bernard Questiaux. ‘We’re available consistently on various channels, so end users have more choice about how to contact us. This is an added extra that is available to our existing and future customers. Secondly, it’s an all-in-one solution; maintenance costs are substantially reduced because we no longer need to invest in a powerful but expensive infrastructure. We also no longer need to worry about servicing or security; everything is arranged very conveniently so we can focus on our core activity. Thirdly, it didn’t take long to complete the whole transition; the entire project was finished in just six weeks, from first sketch to the launch of ‘I want help’. Finally, we longer need to worry about possible peak times; we can easily adjust our capacity according to demand at any time.’