The answer was found through the combination of different service channels and new technology. As part of the restructuring, a lot of service applications were made available via the internet and phone. These new channels made it possible to offer 24/7 service.

Synchronous with the new service channels, the network of agents declined by 60 per cent. Many of the remaining agents got a full time job. More intensive training and utilization of the "learning by doing" – principle resulted in an improved agent competence.

As a result, the efficiency of the labour input in customer service has increased by 40 per cent. Wage costs in customer service have declined by 30 per cent. According to the client reports, economical efficiency and improved use of human resources has not compromised the quality of the service. The model of combined service channels can be replicated easily. Clients are ready and capable to use the new service channels. Also, the technology is available in most countries.