Growth and transformation with Budget Thuis

Streamlining operations seamlessly across continents

Growth and transformation with Budget Thuis

Background When the contract with Budget Thuis commenced, it covered only one line of business – ENERGY. The energy crisis of 2021-2022 triggered an unprecedented surge in customer contact volumes. This created a significant operational challenge that required swift, decisive action to manage increased demand without compromising service levels.

"Custom Connect’s multi-country service delivery capabilities spans the Netherlands, Suriname, and South Africa with an average of 140 client service experts, underscores their global reach and operational excellence.”

Wout Hut, COO: Budget Thuis / Nutsgroep

The challenge: unprecedented contact volumes

This business case outlines the successful evolution of our partnership with Budget Thuis, from a single-line energy service to a fully integrated, multi-region, multi-channel customer service operation. It demonstrates our ability to scale, adapt, and deliver operational excellence during periods of exceptional demand, while transitioning to a streamlined, single-vendor model that enhances customer experience, operational efficiency and business growth.

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Operational Expansion

Building on our shared success, we transitioned 70% of contact volume to our Suriname operation, in close partnership with Budget Thuis. Additionally, our Knowledge Hub was relocated from the Netherlands to Suriname after demonstrating operational maturity and reliability. Outbound Sales & Collections operations in South Africa. Our Customer Experience Hub remained in the Netherlands with the help of our dedicated Work from Home team to support the explosive growth.

Extended Scope

Mobile & Customer Service - Custom Connect partnership extended to cover mobile customer service, adding new workstreams and with it, complexity. Television & Internet - expanded partnership to cover television and internet services. Outbound Sales & Collections - launch outbound sales and collection operation in South Africa.

Maintained Service Levels

despite the dramatic increase in contact volumes during the energy crisis, we maintained service levels without any decline in customer experience metrics.

Extended Service Scope

through a trust built partnership, we took on further lines of service, including Mobile, Customer Service, Television, Internet, Sales and Collections

Multi-Region Delivery

rapidly scaled our operational regions successfully manage crisis-driven demand.

Centralised operations

We successfully transitioned and centralised operations offshore without service interruptions.