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How Financial Lease unified voice and messaging with Natterbox AI

Financial Lease is a leading financial services provider in the Netherlands, specializing in asset-based financing solutions for businesses and entrepreneurs. As a data-driven organization, Financial Lease is committed to optimizing customer interactions and streamlining sales operations through advanced technology.

Use Case

,

Industry

Location

 30

categories tracked automatically for coaching and compliance, without listening to every call

7

languages supported for call transcription, including native Dutch

100%

visibility of calls and WhatsApp conversations in Salesforce

“By recording all the conversations and certainly now by introducing AI for Coaching and Assist, it’s really amazing. Our coaches used to spend a lot of time listening to calls manually. Now, with AI, the work is done for them. The flags are being raised, and they know exactly which conversations to review for coaching. It’s really fantastic.”

Jerlijn Kasmani,

Chief Digital & Marketing Officer

Challenge

Before implementing Natterbox, Financial Lease used a traditional phone solution that provided limited insight into call data and lacked efficiency. For a company with a strong data-driven culture, this lack of visibility into agent performance and customer engagement posed a significant operational challenge.
Additionally, inefficient call routing and time-consuming coaching processes for contact center agents created bottlenecks. Managers were required to manually review numerous call recordings to identify improvement opportunities, limiting scalability and agility.

Solution

Financial Lease implemented Natterbox AI Advisor and Natterbox WhatsApp Business, key elements of the solution included:

Advanced Call Routing

Intelligent routing to connect customers directly to their assigned agent, enabling faster, more personalized interactions.

AI-Driven Coaching

Introduction of AI to assist in flagging key calls and providing actionable coaching insights, reducing the time coaches spend listening to entire conversations.

Efficiency Tools

Features such as automated wrap-ups helped streamline agent workflows and free up time for customer-facing tasks.

Intelligent Digital Routing

Rollout of WhatsApp Business within Salesforce, using a smart routing policy that checks a customer’s existing contact and contract records so messages are automatically directed to the right agent, with a fallback to a primary message receiver when no match is found.

Unified Messaging Experience

Human agents can send and receive WhatsApp messages, including media such as images, audio and video, directly from Salesforce records or a dedicated Messaging Inbox, with unread message notifications built into the agent’s existing call handling interface.

While the full rollout of Natterbox AI Advisor and WhatsApp Business is still in progress, Financial Lease is already seeing early value and is actively building a roadmap that includes native Dutch language call transcription, self-service call categorisation for compliance and training, and deeper integration of digital messaging into agent development workflows.

The Results

Although it is too early to provide finalized growth metrics, Financial Lease has begun to observe strong positive indicators, including:

Enhanced Customer Experience

Customers are routed to their dedicated agents quickly, improving continuity and satisfaction. This is reflected in higher NPS and reviews that frequently mention agents by name.

Coaching Efficiency Gains

AI is helping identify which calls coaches need to review, improving training focus and reducing manual effort.

Improved Employee Experience

Automation of wrap-ups and call summaries has reduced mundane admin tasks for sales teams.

Faster, More Consistent Messaging Response

With WhatsApp messages now routed straight to a customer’s dedicated agent, Financial Lease is targeting a significant improvement on its previous first response time of 46 minutes, including messages received outside of business hours.

Single View of the Customer

Bringing WhatsApp conversations into the same Salesforce records used for calls gives agents full context on a customer’s history in one place, rather than switching between systems.

As AI Advisor and WhatsApp Business are fully embedded across teams, additional measurable outcomes are expected in the coming months.

Looking to the Future

With Natterbox AI Advisor and WhatsApp Business, Financial Lease is taking strategic steps toward optimizing performance across voice and digital channels, improving both the agent and customer experience. As the roadmap unfolds — including full Dutch language integration, expanded call categorisation, and deeper agent support – the company is well-positioned to further scale its digital and sales operations.

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