Service design in customer service

I initiated, designed and managed project After Call E-mail and secured a decrease of personal helpdesk use of 14%, an increase of online channels  of 35% and an NPS increase of 19 point.

This result could be replicated and directly assigned to this initiative. 
Next to this I fulfilled the function of Technical Lead in the implementation and integration of the community platform provider Lithium. The more interesting challenge is to get the platform to change the way we work: more transparent, more efficient and closer to our consumers.