Partnering up: Signify case
During the joint kick-off earlier this year between Fellowmind and Microsoft, we shared our plans and ambitions. Partnering up with Microsoft for the Signify case felt like a natural progression, as Signify's is about to make a transformation towards a more customer-centric approach, leveraging technology to elevate consumer care. Our approach aimed to set us apart from other technology partners by disrupting the process. Rather than simply completing a spreadsheet, we showcased the desired functionalities within a live customer journey demo.

Our approach aimed to set us apart from other technology partners by disrupting the process. Rather than simply completing a spreadsheet, we showcased the desired functionalities within a live customer journey demo.
Fellowmind assembled a team of specialists with the required knowledge and expertise to ensure successful implementation. Microsoft focused primarily on the technological aspects, mobilizing its own team of specialists. Our collaborative demo was singularly focused on a common objective: How can Microsoft and Fellowmind, using the Microsoft Digital Contact Center Platform, assist Signify (the power of three!) in delivering value and achieving its business goals? It's all about value, value, and value!
These business goals were as follows:
- Maintain high Customer Satisfaction
- Reduce customer effort
- Increase resolution quality
- Reduce support effort
- Reduce cost
During the demo, we highlighted key technologies from the Microsoft platform, including:
- Intelligent AI assistance to increase productivity & First time right
- Complete Microsoft Dynamics365 Omnichannel Contact Center to reduce the cost of consumer care, increase CSAT, and empower agents
- Collaborate across Teams, Office, and Dynamics to provide world-class efficient consumer care from systems you use today
Weekly physical meetings at Fellowmind's Amersfoort headquarters and Microsoft's Schiphol location fostered collaboration, with dedicated breakout sessions focusing on Technology, Commercial aspects, and Strategy refinement.
Currently, Signify is evaluating input from various technology partners. We anticipate providing an update on potential next steps during this summer!