Flanderijn

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

With more functionality for less money and a more robust and flexible architecture, Avaya offered the best solution.

Benefits

Increased Productivity
Improved Customer Service

FLANDERIJN DEBT RECOVERY AND BAILIFFS SERVICES. PAYMENTS: ALMOST ALWAYS PROBLEM-FREE.

Sometimes an issue regarding a payment can arise. If the parties involved are unable to work things out, calling in a specialist is the obvious solution. Flanderijn is such a specialist relying heavily on making proper arrangements, where reliable communication is crucial.

Customer Service Comes First

As one of the longest established debt recovery and enforcement agencies in the Netherlands, Flanderijn specializes in resolving claims in a way that is transparent to all parties involved. Thanks to Flanderijn’s extensive experience and broad knowledge of a variety of market segments, its customers have an above average success rate when it comes to resolving debt collection issues. The philosophy of the organization certainly contributes to this; understanding the origin of the problem and then quickly and effectively achieving a result in an amicable way. If, for any reason, a debt collection process does not resolve the issue, then Flanderijn has certified bailiffs that will make an assessment for the client of what steps have to be taken. In addition to the collection of receivables, clients are also given advice on how to avoid hard-to-collect accounts receivable.
 
With this customer-friendly approach, Flanderijn has built a long and excellent reputation in the collection of outstanding payments.
 

"We needed a new telephone system with which we could achieve better accessibility through intelligent call routing, simple configuration and performance insight.”
 
— Arjen Korpershoek, ICT Team Manager, Flanderijn
 

High Service Levels Require a Strong Communication Infrastructure

 
With 650 employees across 15 offices in the Netherlands and Belgium, Flanderijn is one of the biggest debt recovery and enforcement agencies in the Netherlands. In 2012, it was determined that the functionality of the telephone system was inadequately equipped to provide high quality service in the future. Each debt collection process requires proper coordination and to this end each client has a fixed contact person at Flanderijn who is in charge of their account. The organization must therefore be able to rely on a communications infrastructure that is aligned with this process, both now and in the future.
 
“Internal and external accessibility is an important support tool for our service. For Flanderijn, accessibility is of huge importance. For example, our call volume peaks between 5pm and 6pm and we have noticed that communicating with debtors over the phone leads to better results than sending letters or emails. We therefore needed a new telephone system with which we could achieve better accessibility with intelligent call routing, simple configuration, and performance insight,” Arjen Korpershoek, ICT Team Manager at Flanderijn, explains.
 
Several mergers and acquisitions led to a situation where four systems existed alongside each other. As a result, not every office had the same functionality and switchboards were regularly experiencing downtime. Management received inaccurate reports and therefore had no clear picture of how telephony functioned within the organization. Since telephone accessibility for all employees is vital when it comes to servicing clients, something had to change. After an analysis of the requirements for the new communications environment, Flanderijn searched for a business partner that could convert these requirements into a technologically effective implementation.
 
“The choice of Unica Schutte ICT was motivated by the way they proactively anticipated our wishes,” says Arjen Korpershoek. “In the first meeting it was immediately clear that they had the knowledge and experience to implement and manage an integrated telecoms and IT environment. Connecting the telephony environment to the IT domain was a requirement for us and the portfolio Unica Schutte ICT offered clearly added value for us. Thanks to the great cooperation and performance on the telephony project, we have now also decided to have Unica Schutte ICT host the ICT environment.”
 

CHALLENGES

  • Unplanned system outages
  • No reporting tools
  • Multiple communication systems at different locations

RESULTS

  • One consolidated and redundant solution
  • Improved accessibility for employees
  • Reporting tools
 

More Functionality for Less Money

After analyzing Microsoft Lync and Avaya IP Office, a clear choice was made for the latter. With more functionality for less money and a more robust and flexible architecture, Avaya offered the best solution. The cornerstone of the infrastructure is the Server Edition of Avaya IP Office, the virtual management interface. The environment is accessed through employees’ fixed phones with the Avaya one-X® Portal software package. For mobile devices, Avaya one-X® Mobile is used. As the firewall, the Session Border Controller (SBC) makes sure connections are highly secure, while the switchboard completes the environment as a soft console.

The new infrastructure with Avaya IP Office now provides significantly improved accessibility. The ‘presence’ feature enables employees to find each other quickly, and depending on the situation they can directly contact each other by email, voice, video, or cellphone. Communications have improved for Flanderijn’s customers as well. Call forwarding and routing between sites has been greatly simplified and all calls can be placed quickly and efficiently, boosting satisfaction among both clients and debtors.

Finally, reports from IP Office give management at Flanderijn good insight into the performance of this new communication infrastructure, enabling them to intervene proactively to increase client satisfaction and report to clients about the level of accessibility offered to their debtors. With this scalable environment, Flanderijn is equipped to offer the best possible service to allow payment collections to run even more smoothly.

About Flanderijn

Founded in 1948, Flanderijn was originally based in Rotterdam. Flanderijn is one of the longest-existing debt recovery and enforcement agencies in the Netherlands. Flanderijn has a nationwide network of fifteen offices, with which the organization is well equipped to look after the interests of its customers on a national, regional, and international level. Flanderijn also meets all quality standards and is a member of the Bailiff Guarantee Fund.
For more information, visit www.flanderijn.nl
 

CUSTOMER PROFILE
  • Headquarters:

  • Netherlands

  • # Employees:

  • 650

Founded in 1948, Flanderijn was originally based in Rotterdam. Flanderijn is one of the longest-existing debt recovery and enforcement agencies in the Netherlands. Flanderijn has a nationwide network of fifteen offices, with which the organization is well equipped to look after the interests of its customers on a national, regional, and international level. Flanderijn also meets all quality standards and is a member of the Bailiff Guarantee Fund.

What our Customers are saying
"We needed a new telephone system with which we could achieve better accessibility with intelligent call routing, simple configuration, and performance insight."

Read more testimonials >
  • Arjen Korpershoek

  • Flanderijn

AVAYA SOLUTIONS DELIVERED