While disruptive, COVID-19 gave Parentia a much-needed reason to accelerate its digitization.
"Before Pexip Engage, people called or visited our offices, but we didn't make appointments. Sometimes five people would wait in line; at other times, our employees had nobody to assist," De Bock said.
COVID-19 changed all of that.
"Our physical offices were closed, and employees had to work from home. They remained contactable by phone for customers but couldn't reach us in person anymore." It was a problem since only some had access to digital. However, instead of losing heart, Parentia used the time to implement a digital scheduling system for May 18th, when their offices could partially reopen.
Pexip Engage transforms Parentia's customer-facing operations, giving them a competitive edge
Ten days before the reopening, Parentia signed on with Pexip Engage. When offices reopened, customers could book appointments on the website or call Parentia to make one. "There are still people who don't have access to digital channels, and the lockdown meant those people couldn't access our services. Pexip Engage created greater accessibility for these customers: they can now book an appointment over the phone."
Pexip Engage also set up a callback system so Parentia could pre-screen customers to see if an in-person appointment was necessary. "Some problems we can solve by phone, meaning people don't need to travel. It's helped us manage the flow of people into our offices, heightening safety for everyone."
