Customers have never had as much choice as right now and are more demanding than ever. That means that consistent, personal interaction with customers has become an absolute necessity for organisations. This is the only opportunity for them to ensure that they meet their customers’ specific needs and make a good impression on their customers.

Ordina has developed special services, aimed at optimising efficiency and effectively of customer interactions through the use of technological support channels (for instance the internet and customer contact centres).  In the Finance market Ordina is working on many interactive concepts, like Voice Banking, amongst other things.

Ordina is managing the Voice Banking project. Customers are able to put their questions to the system and are then routed to the right place within ING to help them. The customer has a positive experience in dealing with ING and at the same time the bank’s costs are reduced.

Tony Bosma assists organisations in shaping their future by applying his expertise in customer interaction and more specifically, with customer experiences.