De Alliantie is a housing cooperative with four operating companies that lets properties throughout the Randstad. With more than 60,000 residential properties, De Alliantie is the third largest housing cooperative in the Netherlands.

 

If tenants had questions, they could approach De Alliantie's customer contact centre. Employees at the customer contact centre were confronted with many different questions and needed a great deal of knowledge of, amongst other aspects, repair requests and payment arrangements in order to be able provide the right service. As a result, the departure of employees from the organisation often resulted in knowledge attrition. It was often also the case that tradesmen were given incorrect or insufficient information; therefore, they would not have the right equipment or materials for the repairs to be performed.
De Alliantie wanted to professionalise its customer contact by getting its employees to answer various questions in a uniform manner and sending its tradesmen to jobs with the right information.

 

A decision-supporting system was realised that uses decision trees and is linked to the underlying administration system. The decision trees are the same for all operating companies. However, the outcome (work order, payment arrangement, letter) may vary per operating company.