Each of the Sunweb Group brands has its own customer service telephone numbers in the countries they are active in. All calls to these numbers have to be routed into Sunweb Group’s call centers in countries like The Netherlands, France and Denmark. Having a clear overview of all call data from each of the brands is essential. In Spring 2020, staffing of the call centers varied because of the COVID-19 regulations. The situation also caused unexpected fluctuations in incoming calls, making it challenging to maintain the desired service levels to customers.