{"id":4747,"date":"2026-07-06T11:48:59","date_gmt":"2026-07-06T09:48:59","guid":{"rendered":"https:\/\/transformingthedots.nl\/?page_id=4747"},"modified":"2026-07-06T12:51:30","modified_gmt":"2026-07-06T10:51:30","slug":"volta-nxt-klantcontact","status":"publish","type":"page","link":"https:\/\/transformingthedots.nl\/en_US\/projecten\/volta-nxt-klantcontact\/","title":{"rendered":"Project_Volta_NXT"},"content":{"rendered":"
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From call center to customer contact center<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Project description<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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The context<\/strong><\/h4>

Volta NXT is an installation and service company for central heating boilers, heat pumps, and air conditioners, part of the Essent organization. Customer contact is handled by a team of over twenty employees that functions in practice as a call center: answering calls, analyzing them, and scheduling technicians. The service figures underscored the urgency, while a strong foundation lay in service-oriented employees. The assignment for the department manager was: transform the call center into a customer contact center where approximately 80% of customer inquiries are handled at the first line. Complicating matters was the fact that the IT landscape is centrally managed at the corporate level, customer contact is partly shaped in collaboration with sister companies, and a parallel branding process is underway that only delivers the customer promise later. Consequently, a large part of the levers lies outside their own sphere of influence.<\/p>

The approach<\/strong><\/h4>

We acted as strategic advisors and sparring partners to the department manager, aiming for a plan that is not only sound in content but also internally supported and ready for decision-making. The common thread: first clarifying the promise, then translating it to the organization, and proving it with pilots within the organization's own sphere of influence.<\/p>

  • Situation sketch built from work sessions, conversation data, and documentation: where customer contact stands today, what the issue is, and in what context the answer needs to land.<\/li>
  • Service vision as the foundation, with a clear terminology chain from customer need to service promise to customer promise, aligned with the brand positioning of Volta NXT<\/li>
  • The ambition translated into people, process, and technology, with initiatives weighted by impact and effort, so that prioritizing becomes a choice rather than a feeling.<\/li>
  • Explicit distinction between own sphere of influence and dependencies (central IT, collaboration with sister companies, branding process), so that the plan remains feasible and the right discussions are held at the group level.<\/li>
  • Quick wins and a limited set of pilots have been defined, including a knowledge base as a foundation and an AI-driven troubleshooting assistant that helps employees handle technical questions on the first point of contact.<\/li>
  • Phased roadmap and decision documents (working document and presentation) for management and the Board of Directors, refined in short iterations together with the client.<\/li><\/ul>


    What it yielded<\/strong><\/h4>

    Volta NXT has a well-supported plan that serves as a framework for the transformation of customer contact: a sharp situational analysis, a clear scope, a phased roadmap, and a concrete set of pilots and quick wins. This enables the department manager to conduct discussions at the executive level, while the first building blocks (including the knowledge base pilot and a proof of concept for the support assistant) have already been set in motion. The approach demonstrates that a customer contact transformation does not start with tooling, but with the promise you want to fulfill as an organization, and with honest choices about what you can do yourself and where you need to get involved.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    Project details<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    CUSTOMER<\/strong><\/p><\/td>

    Volta NXT<\/a><\/p><\/td><\/tr>

    SECTOR<\/strong><\/p><\/td>

    Installation technology<\/p><\/td><\/tr>

    PERIOD<\/strong><\/p><\/td>

    2026<\/p><\/td><\/tr>

    ROLE<\/strong><\/p><\/td>

    Strategic Advisor<\/p><\/td><\/tr>

    TOPICS<\/strong><\/p><\/td>

    customer contact strategy \u00b7 service promise \u00b7 first-line handling \u00b7 people-process-technology \u00b7 AI in customer contact \u00b7 pilots and roadmap<\/p><\/td><\/tr><\/tbody><\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t

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    \"Nieuwe<\/figure><\/div>\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

    Van callcenter naar klantcontactcentrum Projectbeschrijving De context Volta NXT is een installatie- en servicebedrijf voor cv-ketels, warmtepompen en airco’s, onderdeel van de Essent-organisatie. Het klantcontact loopt via een team van ruim twintig medewerkers dat in de praktijk functioneert als callcenter: telefonie aannemen, analyseren en monteurs inplannen. De servicecijfers onderstreepten de urgentie, terwijl er een sterke […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3845,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"angie-canvas","meta":{"_seopress_titles_title":"Volta NXT - Klantcontacttransformatie | Transforming the Dots","_seopress_titles_desc":"Van reactief callcenter naar eerstelijns klantcontactcentrum bij Volta NXT: een gedragen plan langs servicebelofte, people, process en 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I+PHRyPjx0ZCB3aWR0aD0iMTkyIj48cD48c3Ryb25nPlBFUklPREU8L3N0cm9uZz48L3A+PC90ZD48dGQgd2lkdGg9IjQzMiI+PHA+MjAyPC9wPjwvdGQ+PC90cj48dHI+PHRkIHdpZHRoPSIxOTIiPjxwPjxzdHJvbmc+Uk9MPC9zdHJvbmc+PC9wPjwvdGQ+PHRkIHdpZHRoPSI0MzIiPjxwPlN0cmF0ZWdpYyBBZHZpc29yPC9wPjwvdGQ+PC90cj48dHI+PHRkIHdpZHRoPSIxOTIiPjxwPjxzdHJvbmc+T05ERVJXRVJQRU48L3N0cm9uZz48L3A+PC90ZD48dGQgd2lkdGg9IjQzMiI+PHA+YW5vcmF0aWUgIHNldmljYmx0IG1kZGl0bGluIGRlbGluZyAgbHJldGVjaG5nIG1uYW50Y29uYXRvaXMgZW5yPC9wPjwvdGQ+PC90cj48L3Rib2R5PjwvdGFibGU+Y2xpZW50SWRpc1ZhbGlkb3JpZ2luYWxDb250ZW50bmFtZWF0dHJpYnV0ZXNjb250ZW50aW5uZXJCbG9ja3Nkb2N1bWVudHNsdWdzdGF0ZXNhdmVkQXRzdGF0ZXNhdmVkQnlzdGF0ZXZlcnNpb25WYW5jbGxjZW5yYWFya2xhbmN0YWN0Y250dW1sdGFOWFQgaXMgbiBuc3RhbGF0aS0gIHNpY2JkaWpmdm9vcmN2LWVzLCB3cm1wb3AgbmFpcmMncywgbmRlbCB2YSBkIEVzc24tb2dzYUhrYWNudGFscHR2aWEgZW50ZWEgdnVpbXR3aXRpZ21kd2Vrc2R0IGluIHByYWtpamsgZnVuY3RpbnJsc2NhbGNudDogdGxlZm9pZWFtbixheXNyZW1vdXJzcGxhbmVuLkRlIHNlcmljY2lqZmVzIG9uZXRlcHRlbmQgdXJnZWksIHJ3aWpsciBlc3RrZSBic3NsZyBpIGV2Y2VpY2h0ZSBlZGV3ZXJrZXJzLkRlIGRyYWNodGFhbiBkZSBhbmFnZXJ2YW4gYWZkbG46bWFhIHYgaGUgY2FsbGNlbnRlIGVuIGtuY29udGFjdGNudHJ1bXdhYXJpY3JjYSA4MCUgdmFuIGQga2xhYWcgZGVzdCBsaWp3b3JkYWZnZWhhbmxkLkNwbGljbmRkcmJqOiBodElULXNjaGFwaXMgYWcgb3AgY29uY3JuaXZhdSxrbG50Y29udGN0b3JkdGRlbHNzbW10dXNlcmJlcmp2bnZyZ2VnZXZlbm5wYWxsZWxscHRlbm1lcnRhY3RkYXQgZGtsYW50YmxvZnRwYWxhdHJwbGV0LkVuZ3Jvb3QgZGUgdmFuIGRrbnBwZSB6dXMgYnVpdGVpZ2VubGRzZmVlcmVrdGxzc2F0Z3NjaGFpc3UgIHNwYXJwYXJ0bmVydmFkIGFmZGxpc21nLCBtdCBhbHMgZG9sIGVlbiBwbGFuIGF0bmllIGxsZWUgaW5odWRlbGlqayBrbG9wdCBhciBvb2sgbnRuIGVkZ2VuIGVuIGJlc2x1aXRyaWpwIGlzZGVkcmFhZDogc3QgYmVsb2YgZXJwLGRuIHZybGluYXIgIG9naXNhLCBid2lqemVudCBwb3RzYmlubiBlaXZsb3NzZi48L3A+PHVsPjxsaT5TaXR1c2NodHNvcGdib3V3ZCB3ZXJzc2lzLHNwa3NkdG5kY3VudGF0OndhciB0YSBodGtsYW50Y250Y3ZhbmcsIGwgdnJhYWcgZ3RyIGluIHdlbGtlIGNleCBtZXQgaGV0IGF0d29vciBsYW5kZW5pU3ZpY2V2aXNpZSBzZnVuZG1ldCxtdG4gaHJlZW1pbm9sb2dpZS1rZXRlbiB2biBrbGFuYmhvZnRlc3J2aWNibG9mdCBhYXJrbGF0YmxvZnRhYW5zbHRlZG9kbXJrcG9zaXRpb2VydmFuIFZvdCBOWFREZSBtZG9vcnZhbGRwdG5pdGl2ZXdvZ28gaW1wYWN0IG4gZWZmb3QgemQgcHJvcml0cmVuZSBrZXV6ZSB3b2R0IG4gcGxhYXN2IGUgZ2V2b2VsRXhsY2llbmRlc2NoZWlkIHNzZSBlZ2VudmxvZWRzZmVlcm4gYWhua2Vqa2hlZGVuIChjZW5yYWwgSVQsIHNhbW53ZWtpbmdldHp1ZWJkcmp2bixlcmtyYWpjdCksem9kYSBoZXQgcGxuIHVpdm9lcmJsaWpmIG5kZSBqdWlzdGUgZ2VzcHJla29wcml2ZWEgZ2V2ZHdkblFja3dzZW5icHJzcGlsdGdkZmllZXJkd3JvbmRlcmVlbiBlbm5pc2JrIHMgZnVuZGFtdGUgQUktZ2R2bm9zYXNzc250IGRpZSBtZWRlZXJzIGhlbHBtIHRobmloZXZhZ2luIGhldCBlZXJ0ZSBudGFjdGFmIHRoYW5kbDwvbGk+PGxpPkdlZmVlcmRlcmFtcG5lbHVlKHdrZG9jdXRlcHJlZXRpKSB2byBlbmlrcnQgdGVyYXRzIHNtZW5kcGdldmVyZ2NoZXJwVm9sYU5YVCBnZHJhZ2VuIHBsYW4gZGF0IGFsa2FwdG9rbnRvb3Rmb3JtdmhldCBrbGFudGNuYWN0ZW5zY2hycGUgaXVhdHNjaGV0cyxlZSBoZHJlY29wZSxuIGZzZWRyb2FtcGNjcmV0IGlsb3MgcXVja2lucy4gRGFmbGdtYW5hZ2Vya25hYXJtIGV0IHBya28gZHJlY252ZWF1IHZvZXJlLHJpamwgZGVyc2VidXdzdG5lbih3YWFybmQgZGUga2VuaXNiay1waWxvdCBwb29mIG9mIG9uY2V0dm5zdGluc3NzbilhbGlnYWd6aWplemV0a2xhbmNvbnRhY3R0bnNmb3JtYWkgbnRiZ2ludGJ0b29pbmcsbXJiamRlYmxvZnRqYWxzIHdpdHdhbWFrbmJpaiBsaWpra2V1emVzIHZyIHdhdCBqZSB6ZWxmIGt1dGRvYSBqbW9lIGFhbmhha2Vudm9sdGF4IHRhcmd0PSJfYmxhayIgcmVsPSJub29wZW5lciI+Vm9sYSBOWFRJc3RhbGxhdGl0ZWNobms2a2x0Y250YWN0c3RlZyZtaWRkb3Q7cmVlb2ZlJmlvdDsgZnJzLWVhZmhhbiZtaWRkb3Q7cGVvcGUtcG9jc3Mtb2xveSZpZGRvdDsgQUkgaSBrbHRjICZtaWRkdDsgcGxvdCBvYWRtYXBzdGF0ZXZlcnNpb24xMV9zZW9wcmVzc190aXRsZXNfdGl0bGVfc2VvcHJlc3NfdGl0bGVzX2Rlc2Nfc2VvcHJlc3Nfcm9ib3RzX2luZGV4X3Nlb3ByZXNzX3JvYm90c19mb2xsb3dfc2VvcHJlc3Nfcm9ib3RzX2ltYWdlaW5kZXhfc2VvcHJlc3Nfcm9ib3RzX3NuaXBwZXRfc2VvcHJlc3Nfcm9ib3RzX3ByaW1hcnlfY2F0X3Nlb3ByZXNzX3JvYm90c19icmVhZGNydW1ic19zZW9wcmVzc19yb2JvdHNfZnJlZXplX21vZGlmaWVkX2RhdGVfc2VvcHJlc3Nfcm9ib3RzX2N1c3RvbV9tb2RpZmllZF9kYXRlX3Nlb3ByZXNzX3JvYm90c19jYW5vbmljYWxfc2VvcHJlc3Nfc29jaWFsX2ZiX3RpdGxlX3Nlb3ByZXNzX3NvY2lhbF9mYl9kZXNjX3Nlb3ByZXNzX3NvY2lhbF9mYl9pbWdfc2VvcHJlc3Nfc29jaWFsX2ZiX2ltZ19hdHRhY2htZW50X2lkX3Nlb3ByZXNzX3NvY2lhbF9mYl9pbWdfd2lkdGhfc2VvcHJlc3Nfc29jaWFsX2ZiX2ltZ19oZWlnaHRfc2VvcHJlc3Nfc29jaWFsX3R3aXR0ZXJfdGl0bGVfc2VvcHJlc3Nfc29jaWFsX3R3aXR0ZXJfZGVzY19zZW9wcmVzc19zb2NpYWxfdHdpdHRlcl9pbWdfc2VvcHJlc3Nfc29jaWFsX3R3aXR0ZXJfaW1nX2F0dGFjaG1lbnRfaWRfc2VvcHJlc3Nfc29jaWFsX3R3aXR0ZXJfaW1nX3dpZHRoX3Nlb3ByZXNzX3NvY2lhbF90d2l0dGVyX2ltZ19oZWlnaHRfc2VvcHJlc3NfcmVkaXJlY3Rpb25zX3ZhbHVlX3Nlb3ByZXNzX3JlZGlyZWN0aW9uc19lbmFibGVkX3Nlb3ByZXNzX3JlZGlyZWN0aW9uc19lbmFibGVkX3JlZ2V4X3Nlb3ByZXNzX3JlZGlyZWN0aW9uc19sb2dnZWRfc3RhdHVzX3Nlb3ByZXNzX3JlZGlyZWN0aW9uc19wYXJhbV9zZW9wcmVzc19yZWRpcmVjdGlvbnNfdHlwZV9zZW9wcmVzc19hbmFseXNpc190YXJnZXRfa3dfam9pbmNoYXRUcnBDb250ZW50UmVzdHJpY3Rpb25Wb2xhTlhUc3RhdGV2ZXJzaW9uZG9jdW1lbnRkYXRlZG9jdW1lbnRzdGF0dXNkb2N1bWVudHRpdGxldGRvY3VtZW50Y29udGVudGRvY3VtZW50ZXhjZXJwdGRvY3VtZW50YXV0aG9yZG9jdW1lbnRmZWF0dXJlZF9tZWRpYWRvY3VtZW50Y29tbWVudF9zdGF0dXNkb2N1bWVudHBpbmdfc3RhdHVzZG9jdW1lbnR0ZW1wbGF0ZWRvY3VtZW50bWV0YV9hbmdpZV9wYWdlZm9vdG5vdGVzX2VsZW1lbnRvcl9lZGl0X21vZGVfZWxlbWVudG9yX3RlbXBsYXRlX3R5cGVfZWxlbWVudG9yX2RhdGFfZWxlbWVudG9yX3BhZ2Vfc2V0dGluZ3NfZWxlbWVudG9yX2NvbmRpdGlvbnNkb2N1bWVudGJsb2NrcwUHBQcIAQJBAQJBBgONAUEGAkEGAkECAkEDAkEEAgEFA0ECAgECQQICQQYCQQADQQgCQQMCQQACQQADAkMAQQYCQQACQQECAQJBDQJBAgJBAwJBAQJBAQJBAQIBQgABAkEDQgABQgBBBgJBAAYBBEEGAkEDAgECQQUCQQICQQYCQQQCA0EDAkEEAwFCAEEAAgEwAQNBDQIBAkECAkEJAkECAgcBQwBBAANBBgJBAwJBAQJBBgJBAQZBBANBAQRBGgIDQgMBA0ECAgEFQgBBBkIAQQUGQQYDAkEGBEEACQECA0ELRgAEDwECQQBCAAECQREJQQQCQQECQQMCQQUCQQoFQQIDBkECAgECAQlBAQIEQQYDAQJBAEIAQQJCAQRBAQJBAAIEQQEEQQcCQQACQQICQQYCQQACQQFCAANBAwJBAQsJQgBBBAUBAgYBAgECQQE2QQAKQQIEQQAFAQIBBQECQQACQQcCQQECQQkDQQBCAAECQQIDQQNCAEEBAkEIA0ENAgECBQJBAwQCQQACQQMCQQMeAQJBAAJBAQJBAQJBBQQCDEECBEEBQgBBAgQDQQACAZkCAQVBAZwBQQACnAGVAa4BAkEAAgNBAQJBCQJBAgRBBAJBBAJBBwIBHggHDwQKBwsIBAUHBQcFBwMBBQEDBAEFQgADBwJEAEIBQQADBAMBBEIAQQFEAAMEAgQBAgECQQIDAQIEAgMCQwFBAAJBAQUECkEAQgIDBAJBAAIBAkEAAkMABAYCBQRBAAUBBQECBQIBAgRBAQNBAwYLAwYHBgQDQQEDAgMKAQQBCEUAAQ0EAkEBAkQABwMBBAIBAgQBAwUDQQAIAUMAAgYCBAEDQQICBAECQQEHQQAFAUIAA0EAAgUGBAIDAQMCQQAHAQYCAwIHAQNBAQUBQgABAgEDAQJBAAQBBwIBBEIAAQMICwIDAUQADgdCARUCBwMFAQQBAkEAAgEDAgEDAgEGQwAEQQFDABEDAgMFBANCAANBAQIEQQADQQACAQYCAUMAAQdCAApCAAgFB0EACgEEQgBBAAMCAREGAQIDAQQBBAFDAAIEBQJBAgkCBgEEAwEFA0ECQgADAQgGAwEDBAMBCQMGQQIHAgFDAAcDAgNFAAMBAwwDCAMEQgBBAEIBQwBEAAdEAAVBABABAgFEAEEDAkEAAkECA0ECBQEGBAYCCEEABUECBAELCEMAAgECCgMFRAABDAVBBwIFQQADAQIDQQACQQACAQVDAEEABQEFAwEEARJDAEIAAQQBCgEDAgMEAQMHQgABAgUCQQIDQQEDAgNCAQYCQQAHQQAEAQMCQQACAwEKQQAFA0EABAMFAgYEBwIHBEEBQgABAkEAAgECAQNEAAgHAQJBAAQBAwRBAgIBBAEEAkEBAwFEAAcBEAECAQIDCQUBBQcVBQEIBUEAQgAHAghBAQJBAQUCQQAFCAQDAkMAQQALA0EABgQDAQYFB0EAFhUWFxsYXABlABoZGBclHV4AHRwqIiMcHmQAHBscCRUDAQMFBwgECAYIBQEIBwgHCAYIDggOCAtIAQQLCRQYDxgVCAYRAQEACAEEAB8BAwAAAQcABgEHQQAAQgEBAJEEQQECBAECQwBBAQMHAQIBAkEAQgEEAQIDQQAGAQJBAQMBAgFDAQJBAUMAQgBBAAQBQgBBBAIDB0IAAwEDAgZDAAJBBEIAQwABAkEAAgVBBwVBAQJBAARDAEEAB0EBRAADAgFCAAECAQMCQQADAgZBAQNBA0IBQQADQgFDAEEBB0EBBAIGBAUBAgECAwECAQNCAEEAAkECAwEGAQNCAEEAAwFCAAcDQQECAQJBAAIBBAECBAECBwJBAAIBBwEDBwQGQQJCAAMCQQEDQQBCAAhBAARBAANBAAIDAQIBAgNEAAcFAgEJAQMCAQIBQgABBAIBAwIDBgRBAAIJAQJBAQUDQgBBAAQFAgEDAQMBCEEBQwACA0EAAkEAAgEDAQJBAQJDAEIBAQJBAA0KBAgBAgcBAwEGQQACBkIAQQIIDQVBAAIBAkECBAIDBQMBAgEEQgAFQQICAwRBAEIAAQIOQQADAgEFQQACAQIJAQMBCQoEAwlFAAFCAEEACgkBBAIBAgECAwEDAgMCQQJDAAEEAQMEQgAEBQECBAECAQIBBAFCAQEEAQJBAAVCAAMBAgEDAQJBAkIBAQIBA0ECAwQCRAABRQBBAAlCAEEABwIBAgEGAQJBAAhBAQIBAgEEAQdEAAECCBcFAkEAQgADBgNBAgUCAQkBBgJBAAMCAQNBAQQDAQcCAUMAAgRBBwJBMBMCQQsCCAUBAH0BuwsAdxMyMDI2LTA1LTEyVDEwOjU5OjA1dwxhbmdpZS1jYW52YXN3B2J1aWxkZXJ3B3dwLXBhZ2V4dw1jb3JlL2ZyZWVmb3Jte0J54dOfCZAAfZq3ybQPnQUAd8xFW3siaWQiOiJkOGI3NTIzIiwiZWxUeXBlIjoiY29udGFpbmVyIiwic2V0dGluZ3MiOnsibWluX2hlaWdodCI6eyJ1bml0IjoicHgiLCJzaXplIjo0MDAsInNpemVzIjpbXX0sImJhY2tncm91bmRfYmFja2dyb3VuZCI6ImNsYXNzaWMiLCJiYWNrZ3JvdW5kX2ltYWdlIjp7InVybCI6Imh0dHBzOlwvXC90cmFuc2Zvcm1pbmd0aGVkb3RzLm5sXC93cC1jb250ZW50XC91cGxvYWRzXC8yMDI2XC8wNVwvMTkyMF9lc3NlbnRzaG9wLWluLXNob3AxLmpwZyIsImlkIjozOTQyLCJzaXplIjoiIiwiYWx0IjoiIiwic291cmNlIjoibGlicmFyeSJ9LCJiYWNrZ3JvdW5kX3Bvc2l0aW9uIjoiY2VudGVyIGNlbnRlciIsImJhY2tncm91bmRfcmVwZWF0Ijoibm8tcmVwZWF0IiwiYmFja2dyb3VuZF9zaXplIjoiY292ZXIiLCJwYWRkaW5nX3RhYmxldCI6eyJ1bml0IjoicHgiLCJ0b3AiOiIxMCIsInJpZ2h0IjoiMTAiLCJib3R0b20iOiIxMCIsImxlZnQiOiIxMCIsImlzTGlua2VkIjp0cnVlfX0sImVsZW1lbnRzIjpbeyJpZCI6ImRjZTM5MmUiLCJlbFR5cGUiOiJ3aWRnZXQiLCJzZXR0aW5ncyI6eyJ0aXRsZSI6IlZhbiBjYWxsY2VudGVyIG5hYXIga2xhbnRjb250YWN0Y2VudHJ1bSIsImFsaWduIjoiY2VudGVyIiwidGV4dF9zaGFkb3dfdGV4dF9zaGFkb3dfdHlwZSI6InllcyIsInRleHRfc2hhZG93X3RleHRfc2hhZG93Ijp7Imhvcml6b250YWwiOjAsInZlcnRpY2FsIjowLCJibHVyIjowLCJjb2xvciI6IiMwMDAwMDAifSwiX21hcmdpbiI6eyJ1bml0IjoicHgiLCJ0b3AiOiIxNDAiLCJyaWdodCI6IjAiLCJib3R0b20iOiIwIiwibGVmdCI6IjAiLCJpc0xpbmtlZCI6ZmFsc2V9LCJfZmxleF9hbGlnbl9zZWxmIjoiY2VudGVyIiwiX2ZsZXhfc2l6ZSI6Im5vbmUiLCJfX2dsb2JhbHNfXyI6eyJ0eXBvZ3JhcGh5X3R5cG9ncmFwaHkiOiIiLCJ0aXRsZV9jb2xvciI6Imdsb2JhbHNcL2NvbG9ycz9pZD1wcmltYXJ5In0sInR5cG9ncmFwaHlfdHlwb2dyYXBoeSI6ImN1c3RvbSIsInR5cG9ncmFwaHlfZm9udF9mYW1pbHkiOiJNb250c2VycmF0IiwidHlwb2dyYXBoeV9mb250X3NpemUiOnsidW5pdCI6InB4Iiwic2l6ZSI6NDgsInNpemVzIjpbXX0sInR5cG9ncmFwaHlfZm9udF9zaXplX3RhYmxldCI6eyJ1bml0IjoicHgiLCJzaXplIjo0NSwic2l6ZXMiOltdfSwidHlwb2dyYXBoeV9mb250X3NpemVfbW9iaWxlIjp7InVuaXQiOiJweCIsInNpemUiOjI4LCJzaXplcyI6W119LCJ0eXBvZ3JhcGh5X2ZvbnRfd2VpZ2h0IjoiODAwIiwidHlwb2dyYXBoeV90ZXh0X3RyYW5zZm9ybSI6InVwcGVyY2FzZSIsInR5cG9ncmFwaHlfZm9udF9zdHlsZSI6Im5vcm1hbCIsInR5cG9ncmFwaHlfdGV4dF9kZWNvcmF0aW9uIjoibm9uZSIsInR5cG9ncmFwaHlfbGluZV9oZWlnaHQiOnsidW5pdCI6ImVtIiwic2l6ZSI6MS4yLCJzaXplcyI6W119LCJ0eXBvZ3JhcGh5X2xpbmVfaGVpZ2h0X21vYmlsZSI6eyJ1bml0IjoiZW0iLCJzaXplIjoxLjEsInNpemVzIjpbXX0sInR5cG9ncmFwaHlfbGV0dGVyX3NwYWNpbmciOnsidW5pdCI6InB4Iiwic2l6ZSI6MCwic2l6ZXMiOltdfSwidGl0bGVfY29sb3IiOiIjRkZGRkZGIiwiaGVhZGVyX3NpemUiOiJoMSJ9LCJlbGVtZW50cyI6W10sIndpZGdldFR5cGUiOiJoZWFkaW5nIn1dLCJpc0lubmVyIjpmYWxzZX0seyJpZCI6ImU5MWY4NGQiLCJlbFR5cGUiOiJjb250YWluZXIiLCJzZXR0aW5ncyI6eyJmbGV4X2RpcmVjdGlvbiI6InJvdyIsImZsZXhfZ2FwIjp7ImNvbHVtbiI6IjUwIiwicm93IjoiNTAiLCJpc0xpbmtlZCI6dHJ1ZSwidW5pdCI6InB4Iiwic2l6ZSI6NTB9LCJtYXJnaW4iOnsidW5pdCI6InB4IiwidG9wIjoiNTAiLCJyaWdodCI6IjAiLCJib3R0b20iOiIwNTAiLCJsZWZ0IjoiMCIsImlzTGlua2VkIjpmYWxzZX0sInBhZGRpbmdfdGFibGV0Ijp7InVuaXQiOiJweCIsInRvcCI6IjEwIiwicmlnaHQiOiIxMCIsImJvdHRvbSI6IjEwIiwibGVmdCI6IjEwIiwiaXNMaW5rZWQiOnRydWV9fSwiZWxlbWVudHMiOlt7ImlkIjoiMDZiZWNlMCIsImVsVHlwZSI6ImNvbnRhaW5lciIsInNldHRpbmdzIjp7ImNvbnRlbnRfd2lkdGgiOiJmdWxsIiwid2lkdGgiOnsidW5pdCI6IiUiLCJzaXplIjo2MH0sImZsZXhfZGlyZWN0aW9uIjoiY29sdW1uIiwiX2ZsZXhfc2l6ZSI6Im5vbmUiLCJfZWxlbWVudF93aWR0aCI6ImluaXRpYWwifSwiZWxlbWVudHMiOlt7ImlkIjoiZTA4ZDFjNyIsImVsVHlwZSI6IndpZGdldCIsInNldHRpbmdzIjp7InRpdGxlIjoiUHJvamVjdGJlc2NocmlqdmluZyIsImhlYWRlcl9zaXplIjoiaDQiLCJhbGlnbiI6InN0YXJ0IiwidHlwb2dyYXBoeV90eXBvZ3JhcGh5IjoiY3VzdG9tIiwidHlwb2dyYXBoeV9mb250X2ZhbWlseSI6Ik1vbnRzZXJyYXQiLCJ0eXBvZ3JhcGh5X2ZvbnRfc2l6ZSI6eyJ1bml0IjoicHgiLCJzaXplIjozMiwic2l6ZXMiOltdfSwidHlwb2dyYXBoeV9mb250X3NpemVfdGFibGV0Ijp7InVuaXQiOiJweCIsInNpemUiOjQ1LCJzaXplcyI6W119LCJ0eXBvZ3JhcGh5X2ZvbnRfc2l6ZV9tb2JpbGUiOnsidW5pdCI6InB4Iiwic2l6ZSI6MjgsInNpemVzIjpbXX0sInR5cG9ncmFwaHlfZm9udF93ZWlnaHQiOiI4MDAiLCJ0eXBvZ3JhcGh5X3RleHRfdHJhbnNmb3JtIjoidXBwZXJjYXNlIiwidHlwb2dyYXBoeV9mb250X3N0eWxlIjoibm9ybWFsIiwidHlwb2dyYXBoeV90ZXh0X2RlY29yYXRpb24iOiJub25lIiwidHlwb2dyYXBoeV9saW5lX2hlaWdodCI6eyJ1bml0IjoiZW0iLCJzaXplIjoxLjIsInNpemVzIjpbXX0sInR5cG9ncmFwaHlfbGluZV9oZWlnaHRfbW9iaWxlIjp7InVuaXQiOiJlbSIsInNpemUiOjEuMSwic2l6ZXMiOltdfSwidHlwb2dyYXBoeV9sZXR0ZXJfc3BhY2luZyI6eyJ1bml0IjoicHgiLCJzaXplIjowLCJzaXplcyI6W119LCJ0aXRsZV9jb2xvciI6IiMxQzI0NEIiLCJfbWFyZ2luIjp7InVuaXQiOiIlIiwidG9wIjoiMCIsInJpZ2h0IjoiMCIsImJvdHRvbSI6IjUiLCJsZWZ0IjoiMCIsImlzTGlua2VkIjpmYWxzZX0sIl9tYXJnaW5fdGFibGV0Ijp7InVuaXQiOiIlIiwidG9wIjoiIiwicmlnaHQiOiIiLCJib3R0b20iOiIiLCJsZWZ0IjoiIiwiaXNMaW5rZWQiOiIxIn0sIl9tYXJnaW5fbW9iaWxlIjp7InVuaXQiOiIlIiwidG9wIjoiIiwicmlnaHQiOiIiLCJib3R0b20iOiIiLCJsZWZ0IjoiIiwiaXNMaW5rZWQiOiIxIn0sIl9mbGV4X29yZGVyIjoic3RhcnQiLCJfX2dsb2JhbHNfXyI6eyJ0eXBvZ3JhcGh5X3R5cG9ncmFwaHkiOiIifX0sImVsZW1lbnRzIjpbXSwid2lkZ2V0VHlwZSI6ImhlYWRpbmcifSx7ImlkIjoiY2MyZWYzYSIsImVsVHlwZSI6IndpZGdldCIsInNldHRpbmdzIjp7ImVkaXRvciI6IjxoND48c3Ryb25nPkRlIGNvbnRleHQ8XC9zdHJvbmc+PFwvaDQ+PHA+Vm9sdGEgTlhUIGlzIGVlbiBpbnN0YWxsYXRpZS0gZW4gc2VydmljZWJlZHJpamYgdm9vciBjdi1rZXRlbHMsIHdhcm10ZXBvbXBlbiBlbiBhaXJjbydzLCBvbmRlcmRlZWwgdmFuIGRlIEVzc2VudC1vcmdhbmlzYXRpZS4gSGV0IGtsYW50Y29udGFjdCBsb29wdCB2aWEgZWVuIHRlYW0gdmFuIHJ1aW0gdHdpbnRpZyBtZWRld2Vya2VycyBkYXQgaW4gZGUgcHJha3RpamsgZnVuY3Rpb25lZXJ0IGFscyBjYWxsY2VudGVyOiB0ZWxlZm9uaWUgYWFubmVtZW4sIGFuYWx5c2VyZW4gZW4gbW9udGV1cnMgaW5wbGFubmVuLiBEZSBzZXJ2aWNlY2lqZmVycyBvbmRlcnN0cmVlcHRlbiBkZSB1cmdlbnRpZSwgdGVyd2lqbCBlciBlZW4gc3RlcmtlIGJhc2lzIGxhZyBpbiBzZXJ2aWNlZ2VyaWNodGUgbWVkZXdlcmtlcnMuIERlIG9wZHJhY2h0IGFhbiBkZSBtYW5hZ2VyIHZhbiBkZSBhZmRlbGluZzogbWFhayB2YW4gaGV0IGNhbGxjZW50ZXIgZWVuIGtsYW50Y29udGFjdGNlbnRydW0gd2FhcmluIGNpcmNhIDgwJSB2YW4gZGUga2xhbnR2cmFnZW4gaW4gZGUgZWVyc3RlIGxpam4gd29yZHQgYWZnZWhhbmRlbGQuIENvbXBsaWNlcmVuZCBkYWFyYmlqOiBoZXQgSVQtbGFuZHNjaGFwIGlzIGNlbnRyYWFsIGJlbGVnZCBvcCBjb25jZXJubml2ZWF1LCBrbGFudGNvbnRhY3Qgd29yZHQgZGVlbHMgc2FtZW4gbWV0IHp1c3RlcmJlZHJpanZlbiB2b3JtZ2VnZXZlbiBlbiBwYXJhbGxlbCBsb29wdCBlZW4gbWVya3RyYWplY3QgZGF0IGRlIGtsYW50YmVsb2Z0ZSBwYXMgbGF0ZXIgb3BsZXZlcnQuIEVlbiBncm9vdCBkZWVsIHZhbiBkZSBrbm9wcGVuIHppdCBkdXMgYnVpdGVuIGRlIGVpZ2VuIGludmxvZWRzc2ZlZXIuPFwvcD48aDQ+PHN0cm9uZz5EZSBhYW5wYWs8XC9zdHJvbmc+PFwvaDQ+PHA+V2lqIHdlcmt0ZW4gYWxzIHN0cmF0ZWdpc2NoIGFkdmlzZXVyIGVuIHNwYXJyaW5ncGFydG5lciB2YW4gZGUgYWZkZWxpbmdzbWFuYWdlciwgbWV0IGFscyBkb2VsIGVlbiBwbGFuIGRhdCBuaWV0IGFsbGVlbiBpbmhvdWRlbGlqayBrbG9wdCBtYWFyIG9vayBpbnRlcm4gZ2VkcmFnZW4gZW4gYmVzbHVpdHJpanAgaXMuIERlIHJvZGUgZHJhYWQ6IGVlcnN0IGRlIGJlbG9mdGUgc2NoZXJwLCBkYW4gZGUgdmVydGFsaW5nIG5hYXIgZGUgb3JnYW5pc2F0aWUsIGVuIGJld2lqemVuIG1ldCBwaWxvdHMgYmlubmVuIGRlIGVpZ2VuIGludmxvZWRzc2ZlZXIuPFwvcD48dWw+PGxpPlNpdHVhdGllc2NoZXRzIG9wZ2Vib3V3ZCB1aXQgd2Vya3Nlc3NpZXMsIGdlc3ByZWtzZGF0YSBlbiBkb2N1bWVudGF0aWU6IHdhYXIgc3RhYXQgaGV0IGtsYW50Y29udGFjdCB2YW5kYWFnLCB3ZWxrZSB2cmFhZyBsaWd0IGVyIGVuIGluIHdlbGtlIGNvbnRleHQgbW9ldCBoZXQgYW50d29vcmQgbGFuZGVuPFwvbGk+PGxpPlNlcnZpY2V2aXNpZSBhbHMgZnVuZGFtZW50LCBtZXQgZWVuIGhlbGRlcmUgdGVybWlub2xvZ2llLWtldGVuIHZhbiBrbGFudGJlaG9lZnRlIG5hYXIgc2VydmljZWJlbG9mdGUgbmFhciBrbGFudGJlbG9mdGUsIGFhbnNsdWl0ZW5kIG9wIGRlIG1lcmtwb3NpdGlvbmVyaW5nIHZhbiBWb2x0YSBOWFQ8XC9saT48bGk+RGUgYW1iaXRpZSBkb29ydmVydGFhbGQgbmFhciBwZW9wbGUsIHByb2Nlc3MgZW4gdGVjaG5vbG9neSwgbWV0IGluaXRpYXRpZXZlbiBnZXdvZ2VuIG9wIGltcGFjdCBlbiBlZmZvcnQgem9kYXQgcHJpb3JpdGVyZW4gZWVuIGtldXplIHdvcmR0IGluIHBsYWF0cyB2YW4gZWVuIGdldm9lbDxcL2xpPjxsaT5FeHBsaWNpZXQgb25kZXJzY2hlaWQgdHVzc2VuIGVpZ2VuIGludmxvZWRzc2ZlZXIgZW4gYWZoYW5rZWxpamtoZWRlbiAoY2VudHJhbGUgSVQsIHNhbWVud2Vya2luZyBtZXQgenVzdGVyYmVkcmlqdmVuLCBtZXJrdHJhamVjdCksIHpvZGF0IGhldCBwbGFuIHVpdHZvZXJiYWFyIGJsaWpmdCBlbiBkZSBqdWlzdGUgZ2VzcHJla2tlbiBvcCBjb25jZXJubml2ZWF1IGdldm9lcmQgd29yZGVuPFwvbGk+PGxpPlF1aWNrIHdpbnMgZW4gZWVuIGJlcGVya3RlIHNldCBwaWxvdHMgZ2VkZWZpbmllZXJkLCB3YWFyb25kZXIgZWVuIGtlbm5pc2JhbmsgYWxzIGZ1bmRhbWVudCBlbiBlZW4gQUktZ2VkcmV2ZW4gc3RvcmluZ3Nhc3Npc3RlbnQgZGllIG1lZGV3ZXJrZXJzIGhlbHB0IG9tIHRlY2huaXNjaGUgdnJhZ2VuIGluIGhldCBlZXJzdGUgY29udGFjdCBhZiB0ZSBoYW5kZWxlbjxcL2xpPjxsaT5HZWZhc2VlcmRlIHJvYWRtYXAgZW4gYmVzbGlzc3R1a2tlbiAod2Vya2RvY3VtZW50IGVuIHByZXNlbnRhdGllKSB2b29yIG1hbmFnZW1lbnQgZW4gZGlyZWN0aWUsIGluIGtvcnRlIGl0ZXJhdGllcyBzYW1lbiBtZXQgZGUgb3BkcmFjaHRnZXZlciBhYW5nZXNjaGVycHQ8XC9saT48XC91bD48aDQ+PHN0cm9uZz5XYXQgaGV0IG9wbGV2ZXJkZTxcL3N0cm9uZz48XC9oND48cD5Wb2x0YSBOWFQgaGVlZnQgZWVuIGdlZHJhZ2VuIHBsYW4gZGF0IGFscyBrYXBzdG9rIGRpZW50IHZvb3IgZGUgdHJhbnNmb3JtYXRpZSB2YW4gaGV0IGtsYW50Y29udGFjdDogZWVuIHNjaGVycGUgc2l0dWF0aWVzY2hldHMsIGVlbiBoZWxkZXJlIHNjb3BlLCBlZW4gZ2VmYXNlZXJkZSByb2FkbWFwIGVuIGVlbiBjb25jcmV0ZSBzZXQgcGlsb3RzIGVuIHF1aWNrIHdpbnMuIERlIGFmZGVsaW5nc21hbmFnZXIga2FuIGRhYXJtZWUgaGV0IGdlc3ByZWsgb3AgZGlyZWN0aWVuaXZlYXUgdm9lcmVuLCB0ZXJ3aWpsIGRlIGVlcnN0ZSBib3V3c3RlbmVuICh3YWFyb25kZXIgZGUga2VubmlzYmFuay1waWxvdCBlbiBlZW4gcHJvb2Ygb2YgY29uY2VwdCB2YW4gZGUgc3RvcmluZ3Nhc3Npc3RlbnQpIGFsIGluIGdhbmcgemlqbiBnZXpldC4gRGUgYWFucGFrIGxhYXQgemllbiBkYXQgZWVuIGtsYW50Y29udGFjdHRyYW5zZm9ybWF0aWUgbmlldCBiZWdpbnQgYmlqIHRvb2xpbmcsIG1hYXIgYmlqIGRlIGJlbG9mdGUgZGllIGplIGFscyBvcmdhbmlzYXRpZSB3aWx0IHdhYXJtYWtlbiwgZW4gYmlqIGVlcmxpamtlIGtldXplcyBvdmVyIHdhdCBqZSB6ZWxmIGt1bnQgZG9lbiBlbiB3YWFyIGplIG1vZXQgYWFuaGFrZW4uPFwvcD4ifSwiZWxlbWVudHMiOltdLCJ3aWRnZXRUeXBlIjoidGV4dC1lZGl0b3IifV0sImlzSW5uZXIiOnRydWV9LHsiaWQiOiI3MDYwOTcxIiwiZWxUeXBlIjoiY29udGFpbmVyIiwic2V0dGluZ3MiOnsiY29udGVudF93aWR0aCI6ImZ1bGwiLCJ3aWR0aCI6eyJ1bml0IjoiJSIsInNpemUiOjMwLCJzaXplcyI6W119LCJmbGV4X2RpcmVjdGlvbiI6ImNvbHVtbiJ9LCJlbGVtZW50cyI6W3siaWQiOiJhYTNkNjYzIiwiZWxUeXBlIjoid2lkZ2V0Iiwic2V0dGluZ3MiOnsidGl0bGUiOiJQcm9qZWN0ZGV0YWlscyIsImFsaWduIjoiY2VudGVyIiwidHlwb2dyYXBoeV90eXBvZ3JhcGh5IjoiY3VzdG9tIiwidHlwb2dyYXBoeV9mb250X2ZhbWlseSI6Ik1vbnRzZXJyYXQiLCJ0eXBvZ3JhcGh5X2ZvbnRfc2l6ZSI6eyJ1bml0IjoicHgiLCJzaXplIjozMiwic2l6ZXMiOltdfSwidHlwb2dyYXBoeV9mb250X3NpemVfdGFibGV0Ijp7InVuaXQiOiJweCIsInNpemUiOjQ1LCJzaXplcyI6W119LCJ0eXBvZ3JhcGh5X2ZvbnRfc2l6ZV9tb2JpbGUiOnsidW5pdCI6InB4Iiwic2l6ZSI6MjgsInNpemVzIjpbXX0sInR5cG9ncmFwaHlfZm9udF93ZWlnaHQiOiI4MDAiLCJ0eXBvZ3JhcGh5X3RleHRfdHJhbnNmb3JtIjoidXBwZXJjYXNlIiwidHlwb2dyYXBoeV9mb250X3N0eWxlIjoibm9ybWFsIiwidHlwb2dyYXBoeV90ZXh0X2RlY29yYXRpb24iOiJub25lIiwidHlwb2dyYXBoeV9saW5lX2hlaWdodCI6eyJ1bml0IjoiZW0iLCJzaXplIjoxLjIsInNpemVzIjpbXX0sInR5cG9ncmFwaHlfbGluZV9oZWlnaHRfbW9iaWxlIjp7InVuaXQiOiJlbSIsInNpemUiOjEuMSwic2l6ZXMiOltdfSwidHlwb2dyYXBoeV9sZXR0ZXJfc3BhY2luZyI6eyJ1bml0IjoicHgiLCJzaXplIjowLCJzaXplcyI6W119LCJ0aXRsZV9jb2xvciI6IiMxQzI0NEIiLCJfbWFyZ2luIjp7InVuaXQiOiIlIiwidG9wIjoiMCIsInJpZ2h0IjoiMCIsImJvdHRvbSI6IjEwIiwibGVmdCI6IjAiLCJpc0xpbmtlZCI6ZmFsc2V9LCJfbWFyZ2luX3RhYmxldCI6eyJ1bml0IjoiJSIsInRvcCI6IiIsInJpZ2h0IjoiIiwiYm90dG9tIjoiIiwibGVmdCI6IiIsImlzTGlua2VkIjoiMSJ9LCJfbWFyZ2luX21vYmlsZSI6eyJ1bml0IjoiJSIsInRvcCI6IiIsInJpZ2h0IjoiIiwiYm90dG9tIjoiIiwibGVmdCI6IiIsImlzTGlua2VkIjoiMSJ9LCJfZmxleF9vcmRlciI6InN0YXJ0IiwiX19nbG9iYWxzX18iOnsidHlwb2dyYXBoeV90eXBvZ3JhcGh5IjoiIn19LCJlbGVtZW50cyI6W10sIndpZGdldFR5cGUiOiJoZWFkaW5nIn0seyJpZCI6ImFkYTA2OGUiLCJlbFR5cGUiOiJ3aWRnZXQiLCJzZXR0aW5ncyI6eyJlZGl0b3IiOiI8dGFibGUgd2lkdGg9XCI2MjRcIj48dGJvZHk+PHRyPjx0ZCB3aWR0aD1cIjE5MlwiPjxwPjxzdHJvbmc+S0xBTlQ8XC9zdHJvbmc+PFwvcD48XC90ZD48dGQgd2lkdGg9XCI0MzJcIj48cD48YSBocmVmPVwiaHR0cHM6XC9cL3d3dy52b2x0YW54dC5ubFwiIHRhcmdldD1cIl9ibGFua1wiIHJlbD1cIm5vb3BlbmVyXCI+Vm9sdGEgTlhUPFwvYT48XC9wPjxcL3RkPjxcL3RyPjx0cj48dGQgd2lkdGg9XCIxOTJcIj48cD48c3Ryb25nPlNFQ1RPUjxcL3N0cm9uZz48XC9wPjxcL3RkPjx0ZCB3aWR0aD1cIjQzMlwiPjxwPkluc3RhbGxhdGlldGVjaG5pZWs8XC9wPjxcL3RkPjxcL3RyPjx0cj48dGQgd2lkdGg9XCIxOTJcIj48cD48c3Ryb25nPlBFUklPREU8XC9zdHJvbmc+PFwvcD48XC90ZD48dGQgd2lkdGg9XCI0MzJcIj48cD4yMDI2PFwvcD48XC90ZD48XC90cj48dHI+PHRkIHdpZHRoPVwiMTkyXCI+PHA+PHN0cm9uZz5ST0w8XC9zdHJvbmc+PFwvcD48XC90ZD48dGQgd2lkdGg9XCI0MzJcIj48cD5TdHJhdGVnaWMgQWR2aXNvcjxcL3A+PFwvdGQ+PFwvdHI+PHRyPjx0ZCB3aWR0aD1cIjE5MlwiPjxwPjxzdHJvbmc+T05ERVJXRVJQRU48XC9zdHJvbmc+PFwvcD48XC90ZD48dGQgd2lkdGg9XCI0MzJcIj48cD5rbGFudGNvbnRhY3RzdHJhdGVnaWUgJm1pZGRvdDsgc2VydmljZWJlbG9mdGUgJm1pZGRvdDsgZmlyc3QtbGluZSBhZmhhbmRlbGluZyAmbWlkZG90OyBwZW9wbGUtcHJvY2Vzcy10ZWNobm9sb2d5ICZtaWRkb3Q7IEFJIGluIGtsYW50Y29udGFjdCAmbWlkZG90OyBwaWxvdHMgZW4gcm9hZG1hcDxcL3A+PFwvdGQ+PFwvdHI+PFwvdGJvZHk+PFwvdGFibGU+In0sImVsZW1lbnRzIjpbXSwid2lkZ2V0VHlwZSI6InRleHQtZWRpdG9yIn0seyJpZCI6IjZjM2MzMGQiLCJlbFR5cGUiOiJjb250YWluZXIiLCJzZXR0aW5ncyI6eyJjb250ZW50X3dpZHRoIjoiZnVsbCJ9LCJlbGVtZW50cyI6W3siaWQiOiI0MGJhOGYyIiwiZWxUeXBlIjoid2lkZ2V0Iiwic2V0dGluZ3MiOnsiY2Fyb3VzZWxfbmFtZSI6IkFmYmVlbGRpbmcgY2Fycm91c2VsIn0sImVsZW1lbnRzIjpbXSwid2lkZ2V0VHlwZSI6ImltYWdlLWNhcm91c2VsIn1dLCJpc0lubmVyIjp0cnVlfV0sImlzSW5uZXIiOnRydWV9XSwiaXNJbm5lciI6ZmFsc2V9XXckNmYxMzc0ZjMtOGFjZS00NmY3LWI0ZmUtNmM1MjY0MDc5YWU2d6AfPGgxPlZhbiBjYWxsY2VudGVyIG5hYXIga2xhbnRjb250YWN0Y2VudHJ1bTwvaDE+CjxoND5Qcm9qZWN0YmVzY2hyaWp2aW5nPC9oND4KPGg0PjxzdHJvbmc+RGUgY29udGV4dDwvc3Ryb25nPjwvaDQ+CjxwPlZvbHRhIE5YVCBpcyBlZW4gaW5zdGFsbGF0aWUtIGVuIHNlcnZpY2ViZWRyaWpmIHZvb3IgY3Yta2V0ZWxzLCB3YXJtdGVwb21wZW4gZW4gYWlyY28ncywgb25kZXJkZWVsIHZhbiBkZSBFc3NlbnQtb3JnYW5pc2F0aWUuIEhldCBrbGFudGNvbnRhY3QgbG9vcHQgdmlhIGVlbiB0ZWFtIHZhbiBydWltIHR3aW50aWcgbWVkZXdlcmtlcnMgZGF0IGluIGRlIHByYWt0aWprIGZ1bmN0aW9uZWVydCBhbHMgY2FsbGNlbnRlcjogdGVsZWZvbmllIGFhbm5lbWVuLCBhbmFseXNlcmVuIGVuIG1vbnRldXJzIGlucGxhbm5lbi4gRGUgc2VydmljZWNpamZlcnMgb25kZXJzdHJlZXB0ZW4gZGUgdXJnZW50aWUsIHRlcndpamwgZXIgZWVuIHN0ZXJrZSBiYXNpcyBsYWcgaW4gc2VydmljZWdlcmljaHRlIG1lZGV3ZXJrZXJzLiBEZSBvcGRyYWNodCBhYW4gZGUgbWFuYWdlciB2YW4gZGUgYWZkZWxpbmc6IG1hYWsgdmFuIGhldCBjYWxsY2VudGVyIGVlbiBrbGFudGNvbnRhY3RjZW50cnVtIHdhYXJpbiBjaXJjYSA4MCUgdmFuIGRlIGtsYW50dnJhZ2VuIGluIGRlIGVlcnN0ZSBsaWpuIHdvcmR0IGFmZ2VoYW5kZWxkLiBDb21wbGljZXJlbmQgZGFhcmJpajogaGV0IElULWxhbmRzY2hhcCBpcyBjZW50cmFhbCBiZWxlZ2Qgb3AgY29uY2Vybm5pdmVhdSwga2xhbnRjb250YWN0IHdvcmR0IGRlZWxzIHNhbWVuIG1ldCB6dXN0ZXJiZWRyaWp2ZW4gdm9ybWdlZ2V2ZW4gZW4gcGFyYWxsZWwgbG9vcHQgZWVuIG1lcmt0cmFqZWN0IGRhdCBkZSBrbGFudGJlbG9mdGUgcGFzIGxhdGVyIG9wbGV2ZXJ0LiBFZW4gZ3Jvb3QgZGVlbCB2YW4gZGUga25vcHBlbiB6aXQgZHVzIGJ1aXRlbiBkZSBlaWdlbiBpbnZsb2Vkc3NmZWVyLjwvcD4KPGg0PjxzdHJvbmc+RGUgYWFucGFrPC9zdHJvbmc+PC9oND4KPHA+V2lqIHdlcmt0ZW4gYWxzIHN0cmF0ZWdpc2NoIGFkdmlzZXVyIGVuIHNwYXJyaW5ncGFydG5lciB2YW4gZGUgYWZkZWxpbmdzbWFuYWdlciwgbWV0IGFscyBkb2VsIGVlbiBwbGFuIGRhdCBuaWV0IGFsbGVlbiBpbmhvdWRlbGlqayBrbG9wdCBtYWFyIG9vayBpbnRlcm4gZ2VkcmFnZW4gZW4gYmVzbHVpdHJpanAgaXMuIERlIHJvZGUgZHJhYWQ6IGVlcnN0IGRlIGJlbG9mdGUgc2NoZXJwLCBkYW4gZGUgdmVydGFsaW5nIG5hYXIgZGUgb3JnYW5pc2F0aWUsIGVuIGJld2lqemVuIG1ldCBwaWxvdHMgYmlubmVuIGRlIGVpZ2VuIGludmxvZWRzc2ZlZXIuPC9wPgo8dWw+CjxsaT5TaXR1YXRpZXNjaGV0cyBvcGdlYm91d2QgdWl0IHdlcmtzZXNzaWVzLCBnZXNwcmVrc2RhdGEgZW4gZG9jdW1lbnRhdGllOiB3YWFyIHN0YWF0IGhldCBrbGFudGNvbnRhY3QgdmFuZGFhZywgd2Vsa2UgdnJhYWcgbGlndCBlciBlbiBpbiB3ZWxrZSBjb250ZXh0IG1vZXQgaGV0IGFudHdvb3JkIGxhbmRlbjwvbGk+CjxsaT5TZXJ2aWNldmlzaWUgYWxzIGZ1bmRhbWVudCwgbWV0IGVlbiBoZWxkZXJlIHRlcm1pbm9sb2dpZS1rZXRlbiB2YW4ga2xhbnRiZWhvZWZ0ZSBuYWFyIHNlcnZpY2ViZWxvZnRlIG5hYXIga2xhbnRiZWxvZnRlLCBhYW5zbHVpdGVuZCBvcCBkZSBtZXJrcG9zaXRpb25lcmluZyB2YW4gVm9sdGEgTlhUPC9saT4KPGxpPkRlIGFtYml0aWUgZG9vcnZlcnRhYWxkIG5hYXIgcGVvcGxlLCBwcm9jZXNzIGVuIHRlY2hub2xvZ3ksIG1ldCBpbml0aWF0aWV2ZW4gZ2V3b2dlbiBvcCBpbXBhY3QgZW4gZWZmb3J0IHpvZGF0IHByaW9yaXRlcmVuIGVlbiBrZXV6ZSB3b3JkdCBpbiBwbGFhdHMgdmFuIGVlbiBnZXZvZWw8L2xpPgo8bGk+RXhwbGljaWV0IG9uZGVyc2NoZWlkIHR1c3NlbiBlaWdlbiBpbnZsb2Vkc3NmZWVyIGVuIGFmaGFua2VsaWpraGVkZW4gKGNlbnRyYWxlIElULCBzYW1lbndlcmtpbmcgbWV0IHp1c3RlcmJlZHJpanZlbiwgbWVya3RyYWplY3QpLCB6b2RhdCBoZXQgcGxhbiB1aXR2b2VyYmFhciBibGlqZnQgZW4gZGUganVpc3RlIGdlc3ByZWtrZW4gb3AgY29uY2Vybm5pdmVhdSBnZXZvZXJkIHdvcmRlbjwvbGk+CjxsaT5RdWljayB3aW5zIGVuIGVlbiBiZXBlcmt0ZSBzZXQgcGlsb3RzIGdlZGVmaW5pZWVyZCwgd2Fhcm9uZGVyIGVlbiBrZW5uaXNiYW5rIGFscyBmdW5kYW1lbnQgZW4gZWVuIEFJLWdlZHJldmVuIHN0b3JpbmdzYXNzaXN0ZW50IGRpZSBtZWRld2Vya2VycyBoZWxwdCBvbSB0ZWNobmlzY2hlIHZyYWdlbiBpbiBoZXQgZWVyc3RlIGNvbnRhY3QgYWYgdGUgaGFuZGVsZW48L2xpPgo8bGk+R2VmYXNlZXJkZSByb2FkbWFwIGVuIGJlc2xpc3N0dWtrZW4gKHdlcmtkb2N1bWVudCBlbiBwcmVzZW50YXRpZSkgdm9vciBtYW5hZ2VtZW50IGVuIGRpcmVjdGllLCBpbiBrb3J0ZSBpdGVyYXRpZXMgc2FtZW4gbWV0IGRlIG9wZHJhY2h0Z2V2ZXIgYWFuZ2VzY2hlcnB0PC9saT4KPC91bD4KPGg0PjxzdHJvbmc+V2F0IGhldCBvcGxldmVyZGU8L3N0cm9uZz48L2g0Pgo8cD5Wb2x0YSBOWFQgaGVlZnQgZWVuIGdlZHJhZ2VuIHBsYW4gZGF0IGFscyBrYXBzdG9rIGRpZW50IHZvb3IgZGUgdHJhbnNmb3JtYXRpZSB2YW4gaGV0IGtsYW50Y29udGFjdDogZWVuIHNjaGVycGUgc2l0dWF0aWVzY2hldHMsIGVlbiBoZWxkZXJlIHNjb3BlLCBlZW4gZ2VmYXNlZXJkZSByb2FkbWFwIGVuIGVlbiBjb25jcmV0ZSBzZXQgcGlsb3RzIGVuIHF1aWNrIHdpbnMuIERlIGFmZGVsaW5nc21hbmFnZXIga2FuIGRhYXJtZWUgaGV0IGdlc3ByZWsgb3AgZGlyZWN0aWVuaXZlYXUgdm9lcmVuLCB0ZXJ3aWpsIGRlIGVlcnN0ZSBib3V3c3RlbmVuICh3YWFyb25kZXIgZGUga2VubmlzYmFuay1waWxvdCBlbiBlZW4gcHJvb2Ygb2YgY29uY2VwdCB2YW4gZGUgc3RvcmluZ3Nhc3Npc3RlbnQpIGFsIGluIGdhbmcgemlqbiBnZXpldC4gRGUgYWFucGFrIGxhYXQgemllbiBkYXQgZWVuIGtsYW50Y29udGFjdHRyYW5zZm9ybWF0aWUgbmlldCBiZWdpbnQgYmlqIHRvb2xpbmcsIG1hYXIgYmlqIGRlIGJlbG9mdGUgZGllIGplIGFscyBvcmdhbmlzYXRpZSB3aWx0IHdhYXJtYWtlbiwgZW4gYmlqIGVlcmxpamtlIGtldXplcyBvdmVyIHdhdCBqZSB6ZWxmIGt1bnQgZG9lbiBlbiB3YWFyIGplIG1vZXQgYWFuaGFrZW4uPC9wPgo8aDI+UHJvamVjdGRldGFpbHM8L2gyPgo8dGFibGUgd2lkdGg9IjYyNCI+Cjx0Ym9keT4KPHRyPgo8dGQgd2lkdGg9IjE5MiI+CjxwPjxzdHJvbmc+S0xBTlQ8L3N0cm9uZz48L3A+CjwvdGQ+Cjx0ZCB3aWR0aD0iNDMyIj4KPHA+PGEgaHJlZj0iaHR0cHM6Ly93d3cudm9sdGFueHQubmwiIHRhcmdldD0iX2JsYW5rIiByZWw9Im5vb3BlbmVyIj5Wb2x0YSBOWFQ8L2E+PC9wPgo8L3RkPgo8L3RyPgo8dHI+Cjx0ZCB3aWR0aD0iMTkyIj4KPHA+PHN0cm9uZz5TRUNUT1I8L3N0cm9uZz48L3A+CjwvdGQ+Cjx0ZCB3aWR0aD0iNDMyIj4KPHA+SW5zdGFsbGF0aWV0ZWNobmllazwvcD4KPC90ZD4KPC90cj4KPHRyPgo8dGQgd2lkdGg9IjE5MiI+CjxwPjxzdHJvbmc+UEVSSU9ERTwvc3Ryb25nPjwvcD4KPC90ZD4KPHRkIHdpZHRoPSI0MzIiPgo8cD4yMDI2PC9wPgo8L3RkPgo8L3RyPgo8dHI+Cjx0ZCB3aWR0aD0iMTkyIj4KPHA+PHN0cm9uZz5ST0w8L3N0cm9uZz48L3A+CjwvdGQ+Cjx0ZCB3aWR0aD0iNDMyIj4KPHA+U3RyYXRlZ2ljIEFkdmlzb3I8L3A+CjwvdGQ+CjwvdHI+Cjx0cj4KPHRkIHdpZHRoPSIxOTIiPgo8cD48c3Ryb25nPk9OREVSV0VSUEVOPC9zdHJvbmc+PC9wPgo8L3RkPgo8dGQgd2lkdGg9IjQzMiI+CjxwPmtsYW50Y29udGFjdHN0cmF0ZWdpZSAmbWlkZG90OyBzZXJ2aWNlYmVsb2Z0ZSAmbWlkZG90OyBmaXJzdC1saW5lIGFmaGFuZGVsaW5nICZtaWRkb3Q7IHBlb3BsZS1wcm9jZXNzLXRlY2hub2xvZ3kgJm1pZGRvdDsgQUkgaW4ga2xhbnRjb250YWN0ICZtaWRkb3Q7IHBpbG90cyBlbiByb2FkbWFwPC9wPgo8L3RkPgo8L3RyPgo8L3Rib2R5Pgo8L3RhYmxlPnegHzxoMT5WYW4gY2FsbGNlbnRlciBuYWFyIGtsYW50Y29udGFjdGNlbnRydW08L2gxPgo8aDQ+UHJvamVjdGJlc2NocmlqdmluZzwvaDQ+CjxoND48c3Ryb25nPkRlIGNvbnRleHQ8L3N0cm9uZz48L2g0Pgo8cD5Wb2x0YSBOWFQgaXMgZWVuIGluc3RhbGxhdGllLSBlbiBzZXJ2aWNlYmVkcmlqZiB2b29yIGN2LWtldGVscywgd2FybXRlcG9tcGVuIGVuIGFpcmNvJ3MsIG9uZGVyZGVlbCB2YW4gZGUgRXNzZW50LW9yZ2FuaXNhdGllLiBIZXQga2xhbnRjb250YWN0IGxvb3B0IHZpYSBlZW4gdGVhbSB2YW4gcnVpbSB0d2ludGlnIG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    De context<\\\/strong><\\\/h4>

    Volta NXT is een installatie- en servicebedrijf voor cv-ketels, warmtepompen en airco's, onderdeel van de Essent-organisatie. Het klantcontact loopt via een team van ruim twintig medewerkers dat in de praktijk functioneert als callcenter: telefonie aannemen, analyseren en monteurs inplannen. De servicecijfers onderstreepten de urgentie, terwijl er een sterke basis lag in servicegerichte medewerkers. De opdracht aan de manager van de afdeling: maak van het callcenter een klantcontactcentrum waarin circa 80% van de klantvragen in de eerste lijn wordt afgehandeld. Complicerend daarbij: het IT-landschap is centraal belegd op concernniveau, klantcontact wordt deels samen met zusterbedrijven vormgegeven en parallel loopt een merktraject dat de klantbelofte pas later oplevert. Een groot deel van de knoppen zit dus buiten de eigen invloedssfeer.<\\\/p>

    De aanpak<\\\/strong><\\\/h4>

    Wij werkten als strategisch adviseur en sparringpartner van de afdelingsmanager, met als doel een plan dat niet alleen inhoudelijk klopt maar ook intern gedragen en besluitrijp is. De rode draad: eerst de belofte scherp, dan de vertaling naar de organisatie, en bewijzen met pilots binnen de eigen invloedssfeer.<\\\/p>

    • Situatieschets opgebouwd uit werksessies, gespreksdata en documentatie: waar staat het klantcontact vandaag, welke vraag ligt er en in welke context moet het antwoord landen<\\\/li>
    • Servicevisie als fundament, met een heldere terminologie-keten van klantbehoefte naar servicebelofte naar klantbelofte, aansluitend op de merkpositionering van Volta NXT<\\\/li>
    • De ambitie doorvertaald naar people, process en technology, met initiatieven gewogen op impact en effort zodat prioriteren een keuze wordt in plaats van een gevoel<\\\/li>
    • Expliciet onderscheid tussen eigen invloedssfeer en afhankelijkheden (centrale IT, samenwerking met zusterbedrijven, merktraject), zodat het plan uitvoerbaar blijft en de juiste gesprekken op concernniveau gevoerd worden<\\\/li>
    • Quick wins en een beperkte set pilots gedefinieerd, waaronder een kennisbank als fundament en een AI-gedreven storingsassistent die medewerkers helpt om technische vragen in het eerste contact af te handelen<\\\/li>
    • Gefaseerde roadmap en beslisstukken (werkdocument en presentatie) voor management en directie, in korte iteraties samen met de opdrachtgever aangescherpt<\\\/li><\\\/ul>


      Wat het opleverde<\\\/strong><\\\/h4>

      Volta NXT heeft een gedragen plan dat als kapstok dient voor de transformatie van het klantcontact: een scherpe situatieschets, een heldere scope, een gefaseerde roadmap en een concrete set pilots en quick wins. De afdelingsmanager kan daarmee het gesprek op directieniveau voeren, terwijl de eerste bouwstenen (waaronder de kennisbank-pilot en een proof of concept van de storingsassistent) al in gang zijn gezet. De aanpak laat zien dat een klantcontacttransformatie niet begint bij tooling, maar bij de belofte die je als organisatie wilt waarmaken, en bij eerlijke keuzes over wat je zelf kunt doen en waar je moet aanhaken.<\\\/p>\"},\"elements\":[],\"widgetType\":\"text-editor\"}],\"isInner\":true},{\"id\":\"7060971\",\"elType\":\"container\",\"settings\":{\"content_width\":\"full\",\"width\":{\"unit\":\"%\",\"size\":30,\"sizes\":[]},\"flex_direction\":\"column\"},\"elements\":[{\"id\":\"aa3d663\",\"elType\":\"widget\",\"settings\":{\"title\":\"Projectdetails\",\"align\":\"center\",\"typography_typography\":\"custom\",\"typography_font_family\":\"Montserrat\",\"typography_font_size\":{\"unit\":\"px\",\"size\":32,\"sizes\":[]},\"typography_font_size_tablet\":{\"unit\":\"px\",\"size\":45,\"sizes\":[]},\"typography_font_size_mobile\":{\"unit\":\"px\",\"size\":28,\"sizes\":[]},\"typography_font_weight\":\"800\",\"typography_text_transform\":\"uppercase\",\"typography_font_style\":\"normal\",\"typography_text_decoration\":\"none\",\"typography_line_height\":{\"unit\":\"em\",\"size\":1.2,\"sizes\":[]},\"typography_line_height_mobile\":{\"unit\":\"em\",\"size\":1.1,\"sizes\":[]},\"typography_letter_spacing\":{\"unit\":\"px\",\"size\":0,\"sizes\":[]},\"title_color\":\"#1C244B\",\"_margin\":{\"unit\":\"%\",\"top\":\"0\",\"right\":\"0\",\"bottom\":\"10\",\"left\":\"0\",\"isLinked\":false},\"_margin_tablet\":{\"unit\":\"%\",\"top\":\"\",\"right\":\"\",\"bottom\":\"\",\"left\":\"\",\"isLinked\":\"1\"},\"_margin_mobile\":{\"unit\":\"%\",\"top\":\"\",\"right\":\"\",\"bottom\":\"\",\"left\":\"\",\"isLinked\":\"1\"},\"_flex_order\":\"start\",\"__globals__\":{\"typography_typography\":\"\"}},\"elements\":[],\"widgetType\":\"heading\"},{\"id\":\"ada068e\",\"elType\":\"widget\",\"settings\":{\"editor\":\"

      KLANT<\\\/strong><\\\/p><\\\/td>

      Volta NXT<\\\/a><\\\/p><\\\/td><\\\/tr>

      SECTOR<\\\/strong><\\\/p><\\\/td>

      Installatietechniek<\\\/p><\\\/td><\\\/tr>

      PERIODE<\\\/strong><\\\/p><\\\/td>

      2026<\\\/p><\\\/td><\\\/tr>

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