PDC provides better assistance to citizens of the municipality of Lingewaard
How can we better inform our residents and businesses about what we have to offer? The municipality of Lingewaard answered that question by purchasing the Felix product and service catalog. And the link between Felix and its own knowledge base helps customer contact center employees provide up-to-date and clear information even faster.
Contributing ideas to the development of the Felix product and service catalog
The municipality of Lingewaard is one of the municipalities that contributed ideas to the development of the Felix product and service catalog (PDC). Ralph Besseling, communications advisor at the municipality, is very pleased with the result and the way Shift2 involves its customers in the development of new products. "You feel that you can contribute ideas about what the product will look like, what is important and what is not. As a customer, you know what you encounter, what you need, and so on. And it's fun to do. Shift2 does its best to give customers a voice, for example with user tests. Felix has turned out to be a great PDC."
Sharing information with API
A useful feature of Felix is the API, which allows information from the PDC to be shared in other places, such as a customer contact system. As soon as the API became available, Ralph immediately contacted Shift2. Ralph: "Our customer contact center employees use a system that we built ourselves: the knowledge base. Until now, this was filled manually, partly with the same information that is also in the PDC. It's great that the customer contact center can now use the information from Felix."
Felix as a source
Ralph sees Felix as the source for products and services. "Felix contains up-to-date information, written at B1 level. It helps us to always provide our residents with accurate and unambiguous information. Unfortunately, in practice, our knowledge base still contains outdated information and information is managed twice. Ultimately, success depends on how the information is maintained. That remains a human task, regardless of which package you choose. The reuse of information from Felix is an extra incentive to properly organize the management of the various information sources."
The link with Felix allows customer contact center employees to search both systems at once. All they have to do is tick a box and search results from the knowledge base and Felix will appear. Ralph: "This is also beneficial for new or temporary employees. It makes it easier for them to find the right information from day one."
Easy connection
The link between Felix and your own customer contact system is easy to set up. The API is included as standard in Felix. It is based on current standards and the documentation is available online. So you can get started right away. "In our experience, it's not that difficult. We had to ask a question once because something was unclear about security with a token. Based on that feedback, the instructions were adjusted slightly, I heard. Felix is a huge improvement for us and we are very satisfied with it," concludes Ralph.
Would you like to know more?
We would be happy to tell you what Felix can do for your organization.