How Simyo's CS uses Archie to make knowledge clear and consistent
24/7
Availability of Archie
25%
Shorter familiarisation time for new colleagues
50%
Less strain on experienced colleagues during training of new employees
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Simyo is a Dutch 100% digital mobile operator, part of KPN, and is known for their excellent customer service. They offer affordable and flexible prepaid and SIM-only subscriptions. Simyo distinguishes itself on three core values in the market: quality, customer satisfaction and simplicity. Here, user-friendly online tools and excellent customer service play the leading role. Simyo offers simple, hassle-free mobile solutions and the freedom to customize subscriptions as needed.
The challenge
In the rapidly changing telecom market, meeting customers' high expectations for speed and simplicity is a challenge. Simyo, known for its excellent customer service is looking for the next step to connect the dots.
A major concern is finding and retaining talent in today's tight labor market. New employees face the challenge of performing multiple tasks at once. Listening to customers, giving the right answers and being empathetic. It often feels like driving a car for the first time: overwhelming and difficult to control everything at once. This can lead to uncertainty with complex customer questions and higher turnover. In addition, shortening the training and nesting period is an important goal. Currently, training takes about two weeks, but with the implementation of Archie, we expect to cut this time in half, reducing the capacity needed to mentor new employees.
The solution

Simyo wants to structurally keep reachability high, increase NPS by 10 points, and further strengthen its premium service. With Archie as a digital "buddy," employees get quick access to centralized and accessible knowledge, making them more confident even with unfamiliar questions. This ensures not only higher customer satisfaction (CSAT) and improved First Time Right (FTR), but also more satisfied employees.
With the implementation of Archie, Simyo has made great strides in managing their knowledge. Information that employees previously kept in their heads or scattered across documents is now centralized in one place: Archie's brain. Together with the team, main and subcategories have been carefully organized, making it easy to keep the knowledge base up-to-date and quickly navigate to the right article. The Questions & Answer feature allows employees to ask Archie for help during customer calls, giving them accurate answers and, if necessary, the right work instructions. This enables Simyo employees to serve their customers better, faster and smarter.
Collaboration Simyo & VANAD Digital
VANAD Digital wants to make knowledge as accessible as possible in any system or communication channel. An important next step is the integration of Archie into OMNIdesk, Simyo's CRM system. With this integration, Archie will no longer be an addition to Simyo's technology stack, but a fully integrated part of the existing systems. Employees can navigate to Archie directly from OMNIdesk and personalized responses can be generated as soon as Archie accesses this data. This will enable Archie to support employees even more effectively and ultimately help them deliver excellent service.
We look forward to continuing this journey with Simyo!