All while keeping customers and staff safe
De Voorzorg Limburg
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
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.”
When COVID hit, everything changed.
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 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.”
“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.