Leading European media and learning company Sanoma has entered into a new deal with KPN and Content Guru. The new agreement defines Sanoma’s move from outdated, legacy systems to a single, centralized, Cloud Contact Center architecture for Sanoma Group companies in Belgium (VanIn) and the Netherlands (Aldipress).
The Sanoma Group provides information and entertainment to millions of people across Europe, generating net sales of €1.6 billion. In the Netherlands, Sanoma is known for brands such as Libelle, Margriet, Donald Duck and NU.nl.
VanIn and Aldipress’s previous contact center facilities were outdated and disparate. With two necessary new procurements to undertake, Sanoma Group saw the opportunity to take a strategic business-architectural approach, which would create a template for future customer engagement facilitites across its Group companies. Sanoma published a Request for Proposal (RFP) in the summer of 2016, with the aim of harmonising different contact centre solutions across Europe, and integrating with its Skype4Business office telephony environment.
Sanoma chose the storm® Cloud Contact Center, providing one central environment that can be set up and managed individually by any subsidiary organisations in any countries. Sanoma can now fulfil different locations’ needs, whilst operating a single integrated, multi-channel, contact center platform.
Arnold Preusterink, Service Manager Technical Services at Sanoma: “Because storm works through the cloud, we can quickly deploy the solution and set and manage all our secondary branches separately. This gives us the flexibility to see what’s actually needed by location. All of our locations are also connected to each other via the cloud and we can manage the entire system from one place.”