Insight into every customer call, at scale

Thousands of calls, and little view of what is going on

WilroffReitsma is a managed service provider for IT and telecom for small and medium-sized businesses, with offices in Halfweg and Amersfoort, more than thirty years of experience and over eighty certified employees. Every day their staff talk to customers, via Microsoft Teams with ROGER365 as the contact centre. ClarifyGo records those calls.

So the recordings already existed. The question was: what do you do with them? A team lead occasionally picks out a few, often after a complaint. The rest sits unused in storage. Yet that is exactly where the answers are to the questions every company asks itself: why do customers call, what goes well, and where do things get stuck?

Analysis afterwards, with no impact on the call

That is why we chose the calmest starting point there is. Sainer Analytics retrieves the recordings from ClarifyGo, turns each call into text and analyses it. No customer talks to AI, nothing changes in how the team works, and no live call is touched. The worst that can happen is a summary that is slightly off, and a person sees it.

It is step 1 of the ladder we recommend to every organisation: let AI analyse calls first, after the call. The risk is close to zero, and you build a blueprint for everything that comes next.

What Sainer takes from every call

For every call, Sainer records:

• A summary in one or two sentences, and the reason someone called.
• The customer’s sentiment, per call and per topic discussed.
• Where there was friction: the moments it rubbed, in the customer’s own words.
• Which questions were answered, and which were not.
• Action items for the team, with urgency and whether a person is needed.
• An estimated customer satisfaction score on a scale of 1 to 10.

This happens at scale: every month Sainer analyses more than 3,000 calls, not a sample but everything that was recorded. That makes trends visible: which topics are emerging, which questions keep coming back and how sentiment develops. Of the calls with a clear sentiment, 56% are positive or very positive, and less than 5% are negative. Figures like these make visible what used to be a gut feeling.

Tailored: the questions only WilroffReitsma asks

On top of the standard analysis, Sainer runs a set of custom classifications for WilroffReitsma, matched to how they manage their services. For every call it also determines:

• The type of request: an outage or incident, a service request, a status question, something commercial or administrative, or a request for information.
• Which product or service it concerns: mobile, fixed-line telephony and Teams, the Microsoft 365 workplace, cloud and Azure, or network, security and hardware.
• How the call ended: resolved right away, a ticket created or updated, a callback arranged, or referred on.
• Call discipline, for coaching: did the employee close clearly, with a clear summary and complete agreements?
• The escalation risk: none, mild dissatisfaction, or a serious complaint that needs attention right away.

And anything that needs follow-up, Sainer turns straight into a task for the team: around 1,200 a month. So nothing slips through the cracks anymore because an agreement stayed stuck in a call.

From gut feeling to steering

"Getting insights we can really act on, at this scale, this easily and this quickly, is amazing. Sainer Analytics is a real game changer."

Willem EllemeetLinkedIn, WilroffReitsma

That is the shift. Where a team lead used to review a handful of calls, every call is now in one overview. Every month that brings more than 1,700 friction points and around 500 questions the team could not answer straight away to the surface: exactly the places where the service can improve. And when a call stands out, WilroffReitsma can zoom in on it very easily and draw lessons from it.

Transcripts as a basis for learning

There is a second benefit: the transcripts. Every call is now available as text, and that text can be used for other AI applications. WilroffReitsma wants to use them to learn from: to train the service desk with the questions customers really ask, or even to assist employees during the call with the right information.

So analysis is not a step you can skip. It stays valuable, even when AI takes on more later. On every call, whether a person handles it or Sainer.

From customer to partner

WilroffReitsma does not only use Sainer itself. As a Sainer partner, we work together to help their customers with AI for telephony, not as one big switch but step by step. Exactly the way they did it themselves: start with insight, and only then go further. With a partner who already knows the telephony, the Teams environment and the customer inside out, and who knows from their own experience what the first step delivers.

Curious what is in your calls? Start where the risk is lowest: with insight into the calls you already have.