The correct data at the right time
The unique and unambiguous Customer Display turned out to be a successful start to many years of cooperation. Martin: “Our more than one hundred employees can adequately answer all questions with the Customer Display. They can see at a glance the details of the customer they have on the phone, such as name and address details, insurance policies, payment status, and customer history. Previously, this information had to be looked up in five different systems. In addition to being cumbersome, lack of integration also resulted in duplication and outdated information. In less than sixty days, the scrum team realized the Customer Display that brought together customer data from the various systems. The application forms a shell around the core systems, as it were. The data was there, but thanks to FlowFabric, we could consult the relevant data unambiguously and uniquely at the right time.” The employees are now able to advise and serve around 1.5 million customers personally. This project was an excellent start to the collaboration with FlowFabric.
Direction with the customer
Thanks to the Customer Display’s success, the choice of partner and platform for the next innovation was evident. The development speed that is possible with Mendix and the flexibility of FlowFabric has led to several successful follow-up projects. Martin tells about this: “With FlowFabric, we breathed life into the new initiative Gedenken.nl, a personal online page dedicated to saying goodbye to a deceased person. Family members design the page in the desired style and also choose the functionalities they want to use. Depending on the wishes of the loved ones, the next of kin are allowed to support each other in the grieving process by offering condolences or sharing memories in text, photos, and video. The platform also serves as a source of information for the funeral. Next of kin can be invited to attend the funeral. The third project that has now been completed is the inventory and recording of funeral wishes. Based on this, users receive tailor-made advice about their funeral wishes and can arrange this directly financially through insurance. The time-to-market has been considerably shortened. With this application, the business can increase customer loyalty.
On the one hand, it is an excellent transfer document for next of kin and, on the other hand, it is a tool to check whether the insurance cover is appropriate. This is also in line with an essential need in the market the customer wants to arrange. Then affairs. Mendix’s efforts have made it easy to bring ideas from the business to the market. The following initiatives to further improve the customer experience are therefore already in the works.”
