appointments booked
within the first week

hits on the booking page
without marketing

We survived because of digital tools like Pexip Engage

All while keeping customers and staff safe

Social insurance fund De VoorZorg provides face-to-face consultation services, helping their clients with tax and social security advice. Until recently, they ran an open office system where customers arrived and waited in line for an appointment. Enter COVID-19.

"Even before lockdown, we were looking for a way to avoid long queues. And then came Corona, which forced us to speed up our plans for digitalisation. We were already working on the rollout of Pexip Engage’s appointment system. Now we work solely by appointment, which has produced a phenomenal increase in client satisfaction and revenue for the business" -  Francis Sörensen, Process & Digital Transformation Manager, Social insurance fund De VoorZorg 

Coronavirus only expedited what De VoorZorg already knew: they needed a system tailored to modern customers

Before lockdown, De VoorZorg customers were limited to making appointments over the phone during regular office hours. They were then greeted by a full waiting room where wait times were unpredictable and variable. 

“We already knew this wasn’t convenient for many working people,” Sörenson said. But, with 11 large offices across Limburg, the company struggled to find a unified package that accommodated the entire client base while helping manage staffing levels.

“Before the lockdown, we compared off-the-shelf calendar systems, and Pexip Engage came out on top—much better than the generic systems offered by the likes of Microsoft so we began working with them on a scheduling system.” 

De VoorZorg knew their customers needed them and so decided to keep some of their offices open during the lockdown. “We had to keep the health system running because we saw an explosion of cases. However, some of our customers were in recovery from COVID. If we hadn’t changed to an appointment system, waiting rooms would have become a hotbed of infection.” 

By expediting the rollout of Pexip Engage across all branches and working behind isolating screens, De VoorZorg was not only able to help more customers during this trying time but also saw how their business could expand thanks to Pexip Engage. “We found that automated scheduling essentially expanded our opening hours, helping us to support the public at a time of great need, which was an excellent outcome.”

Pexip Engage made privacy-conscious customers so happy that De VoorZorg broke appointment records, even during the pandemic

Pexip Engage worked alongside De VoorZorg’s technical “ team, onboarding the scheduling plug-in during a business-critical period for De VoorZorg, and in record time. 

“Since implementation, there has been very little negative feedback, apart from the fact that we need to add more offices to the system. Customers found their way to the platform, and their feedback was positive: it’s a user-friendly platform,” Sörenson said. 

By the time lockdown started, De VoorZorg already had big expectations for the business-wide implementation since their dieticians had already been using the system in some branches.

“Coming into the office for a consultation with a dietician was difficult for some clients because they had to explain their body weight issues to a receptionist in a public space,” Sörenson said. But after moving to Pexip Engage, the sale of dietician services increased by 30%. 

“I see the number of appointments coming in, and it’s phenomenal. Within a week of implementation, our clients had scheduled a record number of meetings.”

The future is bright for De VoorZorg thanks to Pexip Engage’s flexibility and commitment to customer service

“If there’s a problem, our Pexip Engage account manager solves it in no time,” Sörenson said. “With a bigger player, you’re lucky if they even answer your emails.

” Pexip Engage makes it a priority to adapt to ideas for business improvement. “We’re dazzled by their flexibility,” Sörenson said. 

For example, Pexip Engage introduced a QR code that clients could scan at the entrance so they wouldn’t get lost in De VoorZorg’s large building. That means meetings start on time and schedules are stuck to.

Our current priority is to keep our waiting rooms as empty as possible, but once our offices have reopened, we’ll promote the scheduling tool more prominently and further our digital expansion.

For now, we have plenty of business as a result of Pexip Engage’s excellent system.

How De VoorZorg exceeded their pre-pandemic appointment numbers thanks to Pexip Engage

Click to read about how companies book more appoitments and retain more customers with Pexip Engage.

Case Study

Company name
De Voorzorg Limburg

Industry
Social insurance

Location
Belgium

Belgian temporary employment agency, Vivaldis, has been growing organically over the past 30 years by opening more offices to help more job seekers. Over the past four years, they’ve also begun to accelerate their digitization with a focus on building a better website and implementing better tools to automate processes.

"In digitization, the big challenge is combining digital ease of use with human expertise to maintain balance." - Michael Moens, Digital Strategy Manager, Vivaldis

Having a people-first mentality meant Vivaldis needed a lean digital toolkit that would automate only what was required

That’s why Vivaldis initially limited its digitization project to marketing automation and CRM solutions. However, they quickly realized they should add a scheduling solution so they could schedule meetings with clients who were unavailable during working hours.

“Because changing jobs is a profound personal experience, we discovered that job searching without human intervention has a very low commitment level,” Michael said. “But that doesn’t mean we didn’t want to streamline processes like appointments.” 

The data supported this decision. When management school EHSAL asked job searchers "What do you think is important for a job agency?” the number one response was “We want to schedule our appointments ourselves.” 

To balance the two, Vivaldis opted to create a combination digital-human system where they would get a candidate on the phone for an initial interview and then follow up with a scheduling tool to have a deeper conversation. Thanks to COVID-19, the required feature list was expanded to include video interviews.

The use of Pexip Engage was initially triggered by scientific research into the needs of applicants and our desire to streamline processes. The fact that we could offer video calls from the same tool made Pexip Engage a great value for Vivaldis

Pexip Engage’s easy-to-implement, all-in-one option gave Vivaldis the flexibility they were looking for

Pexip Engage worked alongside Vivaldis' technical team, rolling out the scheduling plug-in without the additional coding required by most other tools. 

“The low-code approach made for a hassle-free implementation and Pexip Engage's support was very positive,” Michael said. “Pexip Engage took on a great deal of work and was able to integrate even our ATS system without any problems or technical modifications.”

Since the implementation, the increase in response rate has gotten even the sceptical consultants on board. 

“We have very few no-shows compared to meetings scheduled by mail and telephone because Pexip Engage's automatic reminders create a deeper commitment.” 

The only challenge left is implementing a change management system that will enable Vivaldis’ consultants to use Pexip Engage structurally. It shouldn’t be a problem, given that the Schoten office alone has a 30% higher response rate compared to pre-Pexip. “Our consultants are very enthusiastic about the increased response rate.”

How Vivaldis helped job seekers to find new jobs faster and more efficiently with Pexip Engage

Click to learn how Vivaldis reached more job seekers and gained more flexibility.

Customer Stories

Company name
Vivaldis Iterim

Industry
Temporary employment

Location
Belgium

Fully booked for next

in just a few days after launch of Pexip Engage

Switched from

All 13 offices could

Pexip Engage has all the features we need for our current use cases

“We don't need to look for other partners if we want to roll out new features like video calling and telephony. That means we can always move fast.

Health insurance fund Bond Moyson gives people support when they are ill, pays out social security benefits, and compensates for health care. They offer services at the counter and by phone, all with the goal of being the most accessible, future-oriented, proactive health insurance fund for their members.

Receiving members at the counter is reactive, while appointments allow you to prepare. Additionally, it’s important that members can meet us when it suits them and that consultants can have the option of an enclosed area for complex or private cases. Hence the demand to work more and more by appointment - Aurelie Rommens, Team coach and Project Manager, Bond Moyson

Multiple use-cases meant Bond Moyson needed a scheduling tool that was more than just a calendar

Before Pexip Engage, Bond Moyson was using Outlook. Over the course of three years, they realized its limitations and lack of features was unworkable for the long term. Everything from evaluating customer conversations to follow-ups had to be done manually.

“Outlook was quickly pushed to its limit, but all the extra features that are possible within Pexip Engage offer great value for us,” Rommens said. “The user-friendly application allows us to explore many directions and use cases.” 

Use cases such as managing members at an employee level, integrating with other tools, and automatically scheduling follow-ups. 

Pexip Engage’s feature-rich platform gave Bond Moyson what they needed to increase customer satisfaction 

Today, Bond Moyson uses Pexip Engage across their website and on their internal intranet. Their employees use it to book appointments over the phone and they’ve promoted it to their customers so everyone knows they can book appointments online. 

“Pexip Engage has all the features we need for our current use cases,” Rommens said. “We don't need to look for other partners if we want to roll out new features like video calling and telephony. That means we can always move fast.

We have a very good collaboration with Pexip Engage. For example, if we say that some things are not clear then there will be a meeting very soon to clarify matters. If we had a question, we could always email the support address. Pexip Engage thinks with us to find solutions.

The future is bright as Bond Moyson and Pexip Engage continue to evolve together

Although Bond Moyson is already using Pexip Engage for many different use cases, there is always more to add.  “The fact that Pexip Engage keeps evolving makes our lives so much easier,” Rommens said. “I am convinced that the future should be a combination of easily accessible services at the counter and file consultations by appointment. We must find the right balance and Pexip Engage certainly offers added value here.”

How Pexip Engage helped Bond Moyson in creating a more caring health insurance fund

Click to read about how companies improve customer experience and engagement with Pexip Engage.

Company Name
Bond Moyson

Industry
Health insurance

Location
Belgium

Week

Kick off: Adfundum signed with Pexip Engage

Appointment scheduling social media campaign begins

Brilart opens appointment scheduling with Pexip Engage

Brilart stores reopen with fully booked schedules

It’s official: May 2020 revenue is higher than May 2019

Onwards and upwards: Batjes promotion on social

Onboarding and launch timeline

Pexip Engage 
Online appointment booking system


Brilart 
Boutique eyewear shop with Belgian stores based in Torhout & Heule 


Kristof Van Laethem 
Account manager at Adfundum, a digital marketing consultancy

It’s a common 2020 story: COVID-19 forces Belgian-based eyewear shop Brilart to shut down. But when the lockdowns started easing, Brilart had a new concern to add on top of their reduced revenue: how would they guarantee a safe environment for their staff and customers post-reopen?

"Our experience with Pexip Engage was extremely positive. The support was excellent, and Brilart was delighted. This is a real win for us: helping transform Brilart’s fortunes during a period of considerable international uncertainty" - Kristof Van Laethem Brilart Account Manager at Marketing Agency: Ad Fundum

Between a pandemic, a promotion, and an already questionable setup, Brilart needed a better way to schedule appointments

Before COVID-19 forced them to reconsider business practices, Brilart operated like most other eyewear retailers: Customers waited for their appointments in a waiting room but were often left waiting longer than expected because the previous appointment had run over. Clearly an unacceptable approach to customer service. 

Social distancing guidelines and a looming Batjes festival promotion made it clear that it was time to prioritize a streamlined booking system. Although the actual festival was cancelled, Brilart felt Pexip Engage could help them retain the business they get this time of year and so decided to run the promotion anyway. It was a good call, as their monthly revenue for May surpassed that of previous years.

Suddenly, there was a lockdown and Brilart had to close their two shops. The managers started worrying about how they would handle customers after it was over. So we focused on finding a better scheduling solution.

Pexip Engage offers Brilart the flexibility they need, delivering remarkable results

After much research (and almost signing on with another company), Adfundum realized Pexip Engage was the only tool that could deliver on all the key requirements they had for Brilart’s new system: 

Automatic call-to-action buttons embedded on the marketing site 

Everything implemented in record time so it was ready for the promotion

The ability for customers to be able to choose a branch and a time slot 

Built-in time buffers for appointments for a better customer experience


Before launch, Adfundum wanted to make sure customers were aware of the better experience. They promoted the launch via several channels, one of which was a social media campaign. “The customers’ reaction has been super positive,” Kristof said. “They’re so excited the wait is finally over.”  Customer excitement showed in other ways too. Within the first week of implementation, all employee schedules were full.

We could have never dreamed of it in the current climate, but Brilart’s May 2020 revenue was higher than May 2019. That was only possible thanks to Pexip Engage.

Brilart exceeds their revenue targets, even during a pandemic

Click to learn how Pexip Engage's solution allows businesses to exceed revenue targets and scale.

Pexip Engage Case Study

Company Name
Brilart

Industry
High Involvement Retail

Location
Belgium

days from the first contact to going live with Pexip Engage

appointments made with Pexip Engage in first 10 days

customers helped over the phone within 10 days of launch

Fast onboarding and immediate results

When government reform pushed this Belgian child-benefit fund into an open market, Parentia found itself in a competitive, customer-centric market instead of an industry that was simply paying out child benefits. 

“Customer service has always been a priority. We want to be a partner for parents so they can spend time doing what matters to them: raising their children.” Bart De Bock, product manager at Parentia

In an effort to further improve customer service, Parentia decided to invest in digital. They updated their website and created a portal where customers could manage their file. But when COVID-19 forced offices to close and employees to work from home, Parentia quickly realized they needed to restructure even their essential client services.

While disruptive, COVID-19 gave Parentia a much-needed reason to accelerate its digitization

“Before Pexip Engage, people called us or came to our offices, but we didn’t make appointments. Sometimes five people would wait in line; at other times, our employees had nobody to assist,” De Bock said. 

COVID-19 changed all of that. “Our physical offices were closed, and employees had to work from home. They remained contactable by phone for customers, but they couldn’t reach us in person anymore.” 

It was a problem since not everyone has access to digital. However, instead of losing heart, Parentia used the time to implement a digital scheduling system for May 18th, the day when their offices could partially reopen.

Pexip Engage transforms Parentia’s customer-facing operations, giving them a competitive edge

Ten days before the reopening, Parentia signed on with Pexip Engage. By the time offices reopened, customers could book appointments on the website, or call Parentia to make one. “There are still people who don’t have access to digital channels, and the lockdown meant that those people weren’t able to access our services. Pexip Engage created greater accessibility for these customers: they can now book an appointment over the phone.”

"Pexip Engage managed to swoop in during an international crisis with a feasible solution, and they implemented it in record time. They have helped us transform our customer-facing function, giving us a preeminent edge against our competitors. - Bart De Bock, Product Manager, Parentia

Pexip Engage also set up a callback system so Parentia could pre-screen customers to see if an in-person appointment was truly necessary. “Some problems we can solve by phone, meaning people don’t need to travel. It’s helped us manage the flow of people who come into our offices, heightening safety for everyone.”

Employees and customers alike are excited about Parentia’s future with Pexip Engage

Parentia plans to expand its digital offering with a video-chat service and a chatbot to help employees advise customers in new ways. The goal is to position Parentia as the digital leader among child-benefit funds without losing face-to-face services. 

Change can be difficult, but if the past relationship between Pexip Engage and Parentia is any indication, Parentia’s staff will have no trouble adapting to future digitization. “Questions were addressed promptly by Pexip Engage’s excellent team, meaning we prevented frustrations from bubbling up. It was a big change, but we all felt supported throughout the process,” De Bock said. 

“Our employees started seeing the useful side of the system very quickly. They realised that they could help our customers over the phone rather than just face-to-face. The system has received an extremely positive response, and it has helped us bounce back from the lockdown to provide our services in a safe, responsible, and personal manner.”

Pexip Engage’s system has helped us manage the flow of people who come into our offices, heightening safety for everyone.

Parentia speeds up their digitization in a rapidly changing market

Click to learn how Pexip Engage's solution helps enterprises speed up digitization and scale.

Company Name
Parentia

Industry
Child-benefit fund

Location
Belgium

of all appointments are booked through their digital channels.

no shows, follow-ups and manual (re)scheduling.

customer satisfaction. Higher CSAT (96) and NPS (78) figures.

Results at a glance

“Pexip Engage works closely with their customers to improve their product, and they intensively worked with us to remove all barriers. They always go the extra mile. For this, I consider them as one of our true business partners.” - David Geerts CEO of hypotheek.winkel 

Hypotheek.winkel offers guidance throughout the process of acquiring a property and mediation in mortgage credits and related insurances. Founded in 2001, they're the largest independent mortgage broker in Flanders. 

Hypotheek.winkel has always been a customer-facing business. In times when so many purchases are made online, buying a house remains one of those decisions where meeting face-to-face is inevitable. From getting a notary to finalise the sale to moving into the new property, there's a vast range of processes a young person probably isn't aware of, and that's where hypotheek.winkel's advisors jump in to help.

In early 2017, the company opened its 100th office in the Flemish region of Belgium, marking a milestone in a strong and healthy growth curve. They are aiming to double that number by 2023.

''We're a very physical business, and we put branches as close to our customers as possible,'' David Geerts, the company's CEO says. But before they can even meet their customers, experts at hypotheek.winkel need a way to connect with them. Previously, this was done via an elaborate online form which was difficult to fill in and caused many prospective leads to giving up in the process.

''User data has shown us we were losing a lot of hot leads and possible clients because of that form,'' Mr Geerts says. ''It was too long, forced customers to give away much of their personal information which people never like. For that reason, many failed to complete it.'' 

To make matters worse, users who've managed to hit the submit button still had to be contacted for an appointment. "Following up on online forms was very time-consuming for our branch staff,'' he explains. 

''Customers weren't always available during business hours. As a result, we found ourselves playing this cat-and-mouse game where branch owners were trying to get ahold of the prospects. Powerless, they often ended their pursuit by leaving a message after the beep. Of course, a lot of those were never responded to.'' The online form was an elephant in the room everybody at hypotheek.winkel could see. The gap between digital and physical made them lose a lot of business

When hypotheek.winkel's website was getting a redesign, one of the developers suggested a switch to Pexip Engage as a more efficient way of digital onboarding. "We organized a joint meeting with our advisory board, which consists of 10 branch users that advise us on their needs and how they want to adopt new solutions." 

''Even though some branches still used paper agendas, they quickly understood the value of having an automated scheduling platform. And Pexip Engage was relentless in assisting us to make the transition to a digital, efficient appointment scheduling platform as smooth as possible," Mr Geerts adds. 

"The first branches to use Pexip Engage were the ones in the advisory council. After seeing immediate results, we rolled out the platform to the entire network. During that time, the office-holders could always ask questions, to which our Pexip Engage customer success manager would immediately respond with advice.''

After understanding the urgent need for an efficient scheduling solution, hypotheek.winkel used the momentum of their new website to implement an appointment scheduling platform. 


In several joint workshops, executives at hypotheek. winkel sat down with Pexip Engage's Customer Success Manager to align the new scheduling flow with the existing customer journey. One of the immediate outcomes was the ability to link the company's senior experts with high-value prospects. 


A segment of branches has tested Pexip Engage to analyze the impact on customer experience and conversion rates. After seeing positive results off the bat, hypotheek.winkel rolled out the platform to its entire network.

Offering good advice lies at the core of everything hypotheek.winkel does and thanks to Pexip Engage, the company can now bring more customers in for a meeting. 


Younger generations are digital natives, so when they want to buy a house, they will Google about mortgages and arrive at our site. Pexip Engage lets them book an appointment at one of our offices in a matter of minutes. 


Depending on what they're looking for, they're immediately routed to the right advisor with the right expertise. The scheduling process is more efficient than ever and we don't lose quality leads along the way.

How buying a dream home has been made easier with omnichannel
appointment scheduling

Discover how hypotheek.winkel optimised customer experiences with Pexip Engage.

Company Name
hypotheek.winkel

Industry
Financial Services

Location
Belgium

"After implementing Pexip Engage we clearly saw huge efficiency gains on both sides, customers and advisors."

Belgian ceramic tile wholesaler, Tyles, provides a careful selection of ceramic tiles from high-quality suppliers. Tyles focuses on creating long-term relationships with their partners and visits every tile manufacturer they work with on-site. That guarantees that Tyles offers the best ceramic tiles on the market with a wide selection from Spain and Italy (the traditional tile countries) as they have been doing for the past 44 years. 

"For high involvement retail, the convenience of working by appointment has been discovered by many consumers and will continue to be part of their buyer journeys"- Fabienne Royaux Company Owner,Tyles

2 years ago, the new brand name ‘Tyles’ was born and a marketing department was set up, which is more focused on B2C, to market the Tyles brand and support the underlying dealer network. These dealers are largely independent and focus mainly on local marketing whereas the marketing department supports the Tyles brand nationally. 

Over time, the biggest change is that in addition to selling to professionals such as dealers and installers, the brand Tyles now also has exposure to the end consumer thanks to our marketing efforts. The demand for an online appointment platform was triggered because of increased interest from customers and dealers to visit Tyles' showrooms. 

The most important one is the flagship store in Zellik, where a lot of the existing dealer network send their customers. In Zellik they have their complete product range to show to customers and offer expert advice. The showroom advisors receive these customers and support them in their decision making process after which they are directed back to the dealer for next steps and installation.

"The purpose of using Pexip Engage was to streamline the appointment-making flow because there is quite a bit of administrative work involved when booking appointments in the traditional way. Efficiency and time saving were the primary drivers for choosing Pexip Engage."  - Fabienne Royaux Company Owner,Tyles

Through one of the Pexip Engage mailings we got in touch when working by appointment was on top of the covid agenda. That mailing contained a relevant use case for us and it was clear we needed to evaluate this further. After careful consideration we chose to work with Pexip Eng. 

We used to manually follow up and confirm every appointment request. This of course comes with back and forth communicating which was very tedious for our employees and a suboptimal experience for our customers. 

Booking an appointment for a high involvement purchase as a customer was an inconvenient experience. The challenge was getting in touch to confirm an appointment after customers filled in a form, which mostly happened in the evening or weekends. At these times our showrooms are closed. 

For our showroom advisors, this proved to be an inefficient process. Before Pexip Engage, our showroom advisors were forced to do the appointment administration instead of actually helping people or working on open leads.

Pexip Engage increases the efficiency of the sales process


One of the advantages of working with Pexip Engage is the extra questions in the plug-in during a customer’s booking process. This allows us to track referrals by asking questions such as 'have you been referred by a professional' and if so 'by whom'. Referrals from dealers/installers are an important part of our business. 

This way, the salesperson is informed before the appointment, which is also an important advantage for preparing conversations and keeping track of lead generation data. Some dealers/installers sometimes even already book an appointment with the customer in the flagship store when the customer is in their showroom, with a note to inform the salesperson so the conversation can run even smoother and be prepared. 

One of the typical problems in a showroom is that it is always the same salespeople who go in first or handle the mailbox with appointments. Using Pexip Engage also allows us to assign showroom advisors at random to our customers ensuring that the balance of appointments is almost perfectly distributed among the different advisors. That makes life easier for the sales manager and our advisors as they can now plan their day more easily. 

"It also has the advantage for sales people that if the majority of showroom visits are made by appointment, they can plan and organise their day more efficiently. If it were up to my sales team, they would prefer to work by appointment only. "- Fabienne Royaux Company Owner,Tyles

The experience with Pexip Engage during the setup went very smoothly. Based on other customers' plug-ins, we had a clear view of how we wanted our configuration to look. The sandbox is also well set up and explains itself once you know in which direction you want to go. Certainly not a difficult environment to set up and super flexible to adjust as needed. 

During the integration process into the website, the offered documentation was very clear. This ensured that our communication agency did not need a developer but that the support team could handle this directly. Looking to the future, Tyles feels that Appointments are here to stay and the easier it is for customers to book appointments, such as through Pexip Engage, the more people will use them. 

How Tyles improveed their efficiency and customer experience with Pexip Engage

Tyles Improves efficiency and customer experience with Pexip Engage

Company Name
TYLES

Industry
HIGH INVOLVEMENT RETAIL

Location
BELGIUM

up to

conversion rate between introduction conversations and coaching tracks

Skill BuilderS was founded in 1986 as a family business. With 280 permanent employees and around 50 loyal partner colleagues, we coach more than 15,000 people annually in or towards a job throughout Belgium from our over 40 locations, mainly in Flanders and Brussels.

We strongly believe in Talent Mobility. Those who discover, develop and deploy their talents today are better equipped for the future. In every phase of a career, Skill BuilderS supports and coaches both companies and individuals.

Guidance to work through VDAB and coaching of people who are looking for work

Outplacement of people who have been made redundant or faced a bankruptcy

Training & consultancy mainly aimed at higher management around leadership, communication skills & sales 

Before using Pexip Engage the Assessment & development centre mainly made these conversations happen over the phone with endless back-and-forths before a coachee and coach were finally paired together with an appointment in place, a very manual and labour-intensive process. 

Skill BuilderS came in contact with Pexip Engage when the Assessment & development centre wanted to offer a quotation module on their website that would make it easy to schedule appointments and offer insights and to allow existing customers to book assessments, as previously there was always a planner in between. 

Skill BuilderS has extensively been using Pexip Engage since early 2020, and remains very satisfied, both with the technology and the close cooperation, as with the daily support and the influence on the roadmap.

Skill BuilderS & Pexip Engage have a very strong partnership that both value, with very quick solutions in case of problems and we are extremely satisfied with the collaboration - Gerdy Goditiabois Digital Project Manager, Skill BuilderS

This case study focuses on a project with the Jump to Work business Unit, that in cooperation with the VDAB (public employment service of Flanders) aims to help people looking for a job with career coaching and guidance. 

Enabling the conversation between the coachee and the coach is key in this project

For the VDAB mediation voucher test project in Antwerp specifically, where coachees receive a voucher and can choose from 8 parties for guidance, Pexip Engage and Skill BuilderS teamed up to offer a solution that not only offers an excellent customer experience but would also be natively integrated into the CRM system of Skill BuilderS. 

Contrary to the other parties in this test project, Skill BuilderS and Pexip Engage have built a specific customer journey and scheduling flow that works seamlessly to inform coachees about the services that Skill BuilderS offer and lets them immediately make an appointment with a coach.

Because the other parties in this test project work with contact forms, email and phone, thus creating additional obstacles for coachees, we expect significantly higher results than our competitors where the overall user experience is poor which makes it harder for those in the target group that are less digital-savvy. 

Making it easy to create a targeted offer for this target group is thus key and we expect great results. Despite a very ambitious goal of being fully live in 3 weeks, the setup of this project went very well thanks to the close collaboration between all parties involved. 

A key part of this project was also natively integrating Pexip Engage with MS Dynamics, the CRM system used by Skill BuilderS. This was a cooperation between the Customer Success team at Pexip, the IT Manager of Skill BuilderS and the CRM Partner.

Starting this project, we knew that we were building the first full Pexip Engage/MS Dynamics integration so there could be some minor growing pains, but we ensured that the right people were always around the table, so that this integration went smoothly and well. - Gerdy Goditiabois Digital Project Manager, Skill BuilderS

Before integrating Pexip Engage and MS Dynamics the process went through a contact form, to a mailbox, then mail communication, then call, then contact created manually, then file created manually, …., until finally a coach was found. This process took about 30 steps manually. 

Today with the integration between Pexip Engage and MS Dynamics in place, someone signs up, leaves his details, an appointment is scheduled, contact and file are created automatically and the consultant automatically receives everything via her dashboard and can get to work immediately without having to do 30 administrative tasks before being able to start. A smooth operation and huge efficiency gain for the coaches as 99% of the work happens in the background with little impact on front-end users.

The primary drivers for this integration were:

Overview in one CRM tool on everything related to this project

An easy way of working for project employees

This allows for a fully automated follow-up for each coaching track from A to Z, creating massive gains in efficiency and customer satisfaction.

We are very happy with the results as this integration has led to more efficiency through time savings and a fully automated process offering our coachees a better customer experience.  We are also very happy with the 45% conversion rate we realized between introduction conversations and coaching tracks. This was truly an example project within Skill BuilderS that allowed our IT department to shine. - Gerdy Goditiabois Digital Project Manager, Skill BuilderS

Looking forward Pexip Engage and Skill BuilderS will continue to work together on other projects, such as a career guidance tender, where the integration between Pexip Engage and MS Dynamics is estimated to lead to a 40% efficiency increase vs the current manual process with coaches all across the country.

How Skill BuilderS improved talent mobility with Pexip Engage

Before using Pexip Engage, the Assessment & Development centre mainly made conversations happen over the phone with endless back-and-forths before a coachee and coach were finally paired together with an appointment in place, a very manual and labour intensive process.

After implementing Pexip Engage they saw:

- up to 40% efficiency increase
- up to 45% conversion rate between introduction conversations and coaching tracks
- up to 30 manual tasks removed per customer

How Skill Builders improved talent mobility with Pexip Engage

Skill BuilderS improves talent mobility with Pexip Engage

Company Name
Skill BuilderS

Industry
HR & Career Guidance

Location
Belgium

The future of the health insurance sector in general and VNZ, in particular, will revolve around three major themes: expansion of scale, automation and digitalisation. 

Within digitalisation, Pexip Engage plays a major role in further increasing the availability, customer focus and proximity of our organisation to offer an optimal customer experience.

VNZ is the Flemish neutral health insurance fund and we distinguish ourselves from the other health insurance funds in Flanders in the following areas 

Flemish and neutral, both party political and towards the care providers (doctors, pharmacists, nurses, hospitals, ...) whilst always putting our members first 

A services and benefits package that is distinctive from other health insurance funds (optics, orthodontics, etc.) 

How VNZ optimized their customer experience with Pexip Engage

The future of the health insurance sector in general and VNZ, in particular, will revolve around three major themes: expansion of scale, automation and digitalisation.

Insurance

P&V automates digital customer journeys and appointment scheduling with Pexip Engage

What's in it for you?