From fragmented processes at Feenstra installation, to one integrated Lead-to-Order chain.
Feenstra, a national player in installation, maintenance and service, was dealing with a complex and highly fragmented customer process. From lead follow-up to quotation, order processing and inspection visits, each step went through different systems, departments and manual actions.
Examples of the biggest bottlenecks:
These issues caused:
In short: Feenstra’s process around installation, inspection and maintenance was neither scalable nor customer-friendly.
"We looked strongly at the ongoing processes within the organization because that's where we saw that projects were not running smoothly. With that in mind, the entire process was rewritten and provided with measuring points. Based on those measuring points, we were able to greatly improve the customer experience through process optimization."
Pegamento has developed a completely new Lead-to-Order (L2O) and Service Appointment chain that enables Feenstra to:
Feenstra is now working with an architecture in which all functionality is instantly available from a single foundation for any device: mobile, tablet, iPad or desktop. This finally creates:
And so: one truth for the whole organization.
1. Smart lead intake (automatically enriched).
2. Telesales: direct configuration of boiler or installation
Using enriched information, telesales can quickly:
3. Quote portal & digital approval
4. Automatic service & inspection scheduling (via Mendix).
For customers entering into a service contract:
5. Planner tool for branches
Planning teams get:
The customer process runs autonomously, independent of the back office. Errors are caught in the back-end scenarios.
Scheduled an appointment within an hour, with real-time confirmation. No noise, no follow-up calls.
Feenstra’s situation is recognizable to many companies in the installation industry:
Further growth was impossible for Feenstra without digitizing its base.
The process had to:
In short, the old process inhibited both the operation and the customer experience.
The timing was urgent by:
Pegamento built a completely new, integrated Lead-to-Order and Service Appointment chain for Feenstra in which customer, data and operations come together in one fluid process. The result is a scalable, error-proof and customer-friendly process that prepares Feenstra for the future of the installation industry.
Technology
Deepen your knowledge with Pegamento’s white papers.
Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.
Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.
In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.
The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.
This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.
How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.
Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.
I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.
Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.
But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!
This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.
Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.
The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.
Feeling gives life and differentiation!
