Cases

Some of our case studies:

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Why Domino's Pizza chose Spangenberg Group

Domino's is known for its commitment to continuous improvement and customer satisfaction. At a time when customer contact is increasingly taking place via multiple channels and in multiple languages, it is essential to operate flexibly, scalably and with high quality. The Spangenberg Group offers just that: more than 25 years of experience, a pragmatic approach and a proven track record in delivering excellent multilingual, multichannel and scalable customer service for a variety of organisations.

Domino’s Pizza

Wij ondersteunen ESNW met het optimaliseren van de klantenservice. Door het optimaliseren van processen en het realiseren van ISO18295 certificering. Daarnaast hebben wij een flexibele schil ingericht om optimale bereikbaarheid te garanderen in het hoogseizoen. Hierbij zorgen wij er samen voor dat de bereikbaarheid goed op orde is en dat de interne afdeling steeds verder geprofessionaliseerd wordt. We hebben de wachttijden voor ESNW in het hoogseizoen 71,4% verkort!

ESNW

Wij helpen Fleurop met het optimaliseren van de klantenservice. Door middel van advies en consultancy optimaliseren we de operatie en brengen we die in lijn met de samen bepaalde klantcontact strategie. Daarnaast ondersteunen wij de klantenservice met een flexibele schil voor zowel B2B als voor de B2C afdeling. Met name rondom drukke dagen zoals Valentijnsdag en Moederdag voorzien wij in aanzienlijke extra bezetting om de drukte rondom deze bijzondere periode op te vangen.

Fleurop / InterFlora

Voor Vtech verzorgen de multichannel klantenservice waarin wij klanten helpen via alle relevante contactkanalen. Daarnaast adviseren wij doorlopend op het gebied van optimalisatie van de dienstverlening en verzorgen wij ook een gedeelte van de fulfilment die daar mee te maken heeft. We versturen reserve onderdelen en verwerken retouren. Lees hier de klantcase van VTech!

VTech Europe

Wij ondersteunen Haagplanten Heijnen met Meertalige, multichannel klantenservice ondersteuning. Haagplanten is eensnel groeiende internationale leverancier van planten, haagplanten en tuinplanten/bomen in 9 Europese landen!

Haagplanten Heijnen / Heckenpflanzen Heijnen

We partnered with Spangenberg for our multilingual customer service (NL, FR, DE, EN). We chose Spangenberg because of the provision of the various languages, the short lines of communication, the colleagues there who think along with us in our challenges, fresh perspective on things that sometimes seem quite normal, etc. We have every confidence in them.

Katja van Gaal

Customer service manager

Begin 2019 kwam geldtransporteur SecureCash in zwaar weer terecht, wat uiteindelijk leidde tot een faillissement. Dit had grote gevolgen voor de vele klanten van SecureCash, waaronder banken, retailers en andere organisaties die afhankelijk waren van veilig en tijdig geldtransport. In deze hectische periode was het essentieel dat klantcontacten professioneel, empathisch en efficiënt werden afgehandeld om het vertrouwen van klanten te behouden en reputatieschade te voorkomen.

Diebold Nixdorf – Secure Cash

For several projects, SpangenbergGroup provided support in the form of interim management and consultancy. Their approach quickly ensured the desired results

Martijn

Customer service manager

SpangenbergGroup helped us grow from start-up to multinational. By thinking with us and continuously adapting our international, multilingual customer service to changing circumstances.

Meanwhile, we no longer work for Emma mattress

HELGA GROSS

Customer service manager

After a reorganisation, SpangenbergGroup helped us put our customer service departments in order. Through interim management and customer feedback surveys.

Hankie Baasbank

Board of directors

SpangenbergGroup is our flexible shell. They carry out almost all tasks, which means they fully participate as a first line. This gives us the flexibility to be easily accessible even in busy times.

Sander van Rooijen

Managing director Goldner

Our collaboration has now been running for a few years and has exceeded our expectations. Why go it alone when we know more together? In other words, why do it the hard way when it can be done together!

Stefan van den Heuvel

Manager after-sales

From the moment we grew, SpangenbergGroup helped us implement and further professionalise customer service via phone, email, chat, social media & review platforms.

Business owner

SpangenbergGroup has supported us with customer service in several areas. They have improved our customer service through consultancy, conducted customer satisfaction surveys and offered 24/7 customer service.

Joop

Manager Customer service Netherlands

SpangenbergGroup mapped out for us what proportion of customer contacts were avoidable. That turned out to be 52%! They then helped us reduce that.

Manager Corporate

With targeted, ongoing and customer-friendly outbound campaigns, SpangenbergGroep manages to achieve great conversion rates and turnovers for us, as well as increasing customer satisfaction!

Mrs Ayala

Customer service manager

Quick view of improvement opportunities?

Free Quickscan

Sometimes it's useful to have someone to take a look with you, someone with years of experience who takes a fresh look at your customer service. SpangenbergGroep's Customer Service QuickScan gives you insight into how your customer service is functioning and where you can start optimising it.

We analyse the main themes and bottlenecks within each customer service area, as well as specific themes related to your business. The aim of the QuickScan is to identify the gap between the desired situation and the current situation. After mapping, we provide advice on the steps to be taken to achieve the desired situation

Request the Quickscan