Cases

CBR Centralizes Customer Contact and Knowledge Management with TriniCo

The Netherlands Vehicle Authority (CBR) plays a vital role in promoting road safety across the Netherlands. Every day, citizens contact the CBR regarding driving tests, driving licences, medical assessments, and fitness-to-drive procedures. With more than 1,500 employees and a high volume of customer interactions, efficient and reliable customer service is essential. To manage all communications centrally and support employees effectively, the CBR has been using TriniCo for more than fourteen years.

CBR Centralizes Customer Contact and Knowledge Management with TriniCo

Sector

Public Sector

Location

Rijswijk (NL)

Organization size

1,500 employees

One Central Platform for Customer Contact Management

Within the CBR, a team of 160 customer service representatives handles approximately 2,000 messages per day and around 10,000 customer interactions every week via telephone, email, and online contact forms.

To efficiently process this volume of communication, all customer interactions are managed centrally in TriniCo. Regardless of the channel through which a question is received, messages are automatically linked to the relevant customer and routed to the appropriate department or specialist.

This gives employees immediate access to up-to-date information and ensures that every customer inquiry is handled quickly and consistently.

Efficient Customer Service Through Intelligent Routing

The CBR works with clear service targets for responding to customer inquiries. Incoming phone calls are handled immediately. For email communications, the organization aims to respond within five working days for first-line inquiries and within two working days for specialist follow-up questions.

TriniCo supports this process by automatically categorizing messages based on topics such as driving fitness, medical assessments, or examinations. Messages are then routed to the right employee or department.

This intelligent routing provides several benefits:

Faster processing times
Reduced manual administration
Quicker response to customer inquiries
More consistent service delivery
Better control over workloads and queues

With TriniCo, we process around 10,000 customer interactions every week quickly, efficiently, and consistently.

A Complete Customer View for Better Service

One of the key benefits of TriniCo is its centralized customer record. After every interaction, customer information, notes, and communication history are stored within the system.

When a customer contacts the CBR again, any employee can immediately view previous conversations and agreements. This eliminates the need to repeatedly ask for the same information and enables staff to respond more effectively to customer needs.

As a result, both efficiency and customer satisfaction improve.

Knowledge Management as the Foundation of Consistent Communication

With thousands of customer interactions each week, access to accurate and up-to-date information is critical. For this reason, the CBR makes extensive use of the knowledge management capabilities within TriniCo.

The knowledge base includes:

Frequently asked questions
Email templates
Process information
Internal work instructions
News and organizational updates

This allows customer service representatives to quickly find the correct information and provide consistent answers.

A team of subject matter experts continuously maintains and updates the knowledge base, ensuring that valuable knowledge remains centralized and accessible throughout the organization.

Supporting Hybrid and Flexible Working

More than 1,500 employees use TriniCo as part of their daily work. Because all communication, customer information, and knowledge are stored centrally, employees can work effectively both from the office and remotely.

Every employee has a personal account and can be reached through the platform by colleagues and customers. As a result, TriniCo supports not only external customer communication, but also internal collaboration and knowledge sharing.

For the CBR, TriniCo has become a central component of day-to-day operatio

Easy Adoption Through User-Friendly Software

New employees receive TriniCo training as part of their onboarding process. Thanks to the platform's intuitive design, they are able to become productive quickly.

According to the CBR, one of TriniCo's strengths is the combination of powerful functionality and ease of use. Despite having used the platform for many years, the organization continues to benefit from ongoing innovations and enhancements.

All customer communication comes together in one platform. That gives us visibility, speed, and consistency.

Results: More Efficient Customer Service and Better Knowledge Sharing

The implementation of TriniCo has enabled the CBR to centralize customer contact management, knowledge management, and internal communication within a single platform.

All customer interactions managed from one central platform
Approximately 10,000 communication messages processed efficiently every week
Faster handling of customer inquiries
Consistent communication supported by a centralized knowledge base
Support for hybrid working for more than 1,500 employees
Improved knowledge sharing and operational efficiency

By bringing together customer contact management, knowledge management, and internal collaboration in one platform, TriniCo helps the CBR deliver reliable, efficient, and customer-focused services while continuing to support innovation and operational excellence.