Customer Stories
Naviva
How CLEVR and Naviva Created an Essential Digital Companion for Expecting Parents
In the world of maternity care, providing timely and reliable information is critical for both new and expecting parents. Recognizing this need, Naviva Kraamzorg embarked on a digital transformation journey to enhance its client engagement and information accessibility.
The result? The Nieuw Leven App — a Mendix Native Mobile application – available in the App Store and Google Play Store - developed in close collaboration with CLEVR.
The Vision: From Paper to Digital Excellence
For years, Naviva relied on newsletters, printed magazines, and website content to inform expecting parents. However, these methods inherently lacked interactivity and personalization. During the pandemic, face-to-face contact was restricted, further highlighting the need for a digital solution that could facilitate real-time engagement. Combined with an increasing number of digital-savvy parents and a growing demand for accessible information, Naviva saw an opportunity to innovate.
"Nine years ago, we envisioned an App that would serve as a one-stop platform for expecting parents," shares Marieke Kolthof, Marketing and Innovation Manager at Naviva. "However, the market wasn’t ready, and the budget was a challenge. It wasn’t until the pandemic accelerated the shift toward digital communication that we received the green light."
Naviva needed a flexible, scalable, and user-friendly mobile solution that could adapt to evolving client needs while seamlessly integrating with their existing systems. Enter CLEVR, a Mendix Platinum Partner known for its expertise in building powerful low code applications.
Collaborating for Digital Innovation in Maternity Care
The partnership between Naviva and CLEVR is built on mutual trust and innovation. Andries Smit, Senior Mendix Developer at CLEVR, recalls what set this project apart: "Naviva was fully committed to digital transformation, and the entire organization was supporting it. That level of involvement made a huge difference. They understood that a consumer app needs to be seamless—users won’t give it a second chance if it doesn’t meet their expectations."
Why Build the App with Mendix?
With the decision taken that a Native Mobile App was the best approach to meet their needs. CLEVR recommended building the app using Mendix, leveraging its low code capabilities to ensure rapid development, flexibility, and future scalability. Mendix offered several key advantages, particularly in terms of agility, co-creation, and adaptability:
- Offline usability, allowing parents to access critical information even without an internet connection.
Push notifications, ensuring timely updates and reminders. - Scalability and adaptability, enabling seamless integration with Naviva’s CRM system while allowing for future enhancements without extensive redevelopment.
- Agility and rapid iteration, ensuring that changes based on user feedback and evolving requirements can be implemented quickly.
- Co-creation and collaboration, empowering Naviva to be directly involved in the development process, refining features to meet real-world needs.
- App Store & Google Play Store availability, making it easily accessible for all users.
Overcoming Challenges
Building consumer-facing healthcare applications comes with unique hurdles, from regulatory requirements to seamless user experience. One of the biggest technical challenges in the development process was integrating with Naviva’s patient dossier system, which initially lacked APIs. This required project management to push for necessary developments to enable seamless data exchange. Through close collaboration, the teams navigated this challenge, ensuring a smooth user experience.
CLEVR also placed significant emphasis on user experience (UX). As Andries explains, "For consumer apps, 30% of the budget should be focused on UX and UI. If users don’t find the app intuitive and engaging, they simply won’t use it."
The Impact: Enhancing Maternity Care Quality
Since its launch, the Nieuw Leven App has exceeded expectations, becoming an indispensable tool for expecting parents. Key results include:
- More then 95% of first-time parents installing the app.
- Over 20,000 active clients using the app annually.
- Increased efficiency in client communication and engagement.
The app provides vital information on pregnancy, birth, and postnatal care, along with videos, checklists, and interactive features. By offering easily accessible guidance, the app significantly reduces the need for parents to consult maternity care professionals with common questions, allowing the professionals to focus more on hands-on care. This unburdens the care providers while ensuring parents receive high-quality, timely support. Importantly, it enhances self-reliance among parents by equipping them with trusted information, fostering confidence in newborn care, and improving overall maternity care quality.
"One of the things we appreciated most about working with CLEVR was their ability to take our ideas and make them better," says Amanda Weijenberg, Marketing and Innovation Advisor at Naviva. "They didn’t just build what we asked for—they challenged us, refined our vision, and helped us create something truly impactful."
What’s Next? The Future of the Nieuw Leven App
Looking ahead, Naviva is exploring further enhancements to the app, including:
- Chat functionality, allowing parents to interact with maternity care professionals directly.
- Integration with patient records, further streamlining administrative processes and care planning.
- Personalized notifications, increasing engagement while avoiding information overload.
A Benchmark for Digital Healthcare Innovation
The Nieuw Leven App is more than just a digital resource—it’s a great example of how low-code technology, human-centered design, and strategic collaboration can drive innovation in healthcare. By leveraging Mendix Native Mobile, Naviva and CLEVR have set a new standard for maternity care, proving that digital transformation is not just about technology—it’s about enhancing real-life experiences.
Want to learn how CLEVR can help transform your industry with low code solutions? Let’s Build Tomorrow Together.
VodafoneZiggo
Field Tool 2.0: Enhancing Technician Efficiency with a Future-Proof Solution
VodafoneZiggo is dedicated to providing seamless connectivity to millions of customers. With a vast network spanning over 450,000 kilometers of cable and more than 450,000 street cabinets, the company’s hundreds of field technicians perform over 700,000 service, installation, and repair visits annually.
To optimize their workflow and ensure they can focus on delivering the best customer experience, VodafoneZiggo collaborated with CLEVR to develop the Field Tool 2.0, a Mendix low code application designed to streamline field service operations.
Maximizing Technician Efficiency, Minimizing Effort
The Field Tool 2.0 simplifies daily tasks for field service technicians, ensuring they have access to all necessary information at their fingertips. Built with a strong emphasis on usability, efficiency, and agility, the application allows technicians to focus on resolving customer issues rather than navigating complex systems.
Key Benefits:
- Technician-first design – Developed in close collaboration with technicians, ensuring seamless adoption and ease of use.
- Faster service resolution – Reduces administrative overhead, allowing technicians to focus on customer interactions.
- Real-time data access – Combines multiple data sources into a single, intuitive interface.
- Secure and scalable – Built with Privacy, Security, and Quality by Design principles.
- Future-ready architecture – Integrated into VodafoneZiggo’s IT roadmap and easy to iterate to accommodate market demands.
A Platform Built for Collaboration and Growth
Field Tool 2.0 exemplifies how co-creation between business and IT leads to highly effective digital solutions. Technicians actively participated in the design, development, and testing phases, ensuring the application truly meets their needs. This Agile, iterative approach allowed for rapid enhancements and fine-tuning, making the tool an indispensable part of their daily workflow.
With technicians saving an average of 10 minutes per truckroll, VodafoneZiggo has already seen significant efficiency gains. More importantly, happy technicians lead to happy customers, reinforcing VodafoneZiggo’s commitment to exceptional service.
The Power of Mendix Low Code
The development of Field Tool 2.0 highlights why Mendix low code is an efficient choice for building enterprise applications:
- Agility: Rapid development and deployment of new features.
- Easy Iteration: Continuous improvements based on real-time feedback.
- Seamless Integration: Connects effortlessly with existing IT systems and data sources; including legacy systems.
By leveraging Mendix low code, VodafoneZiggo and CLEVR have created a scalable, future-proof platform that empowers technicians, optimizes operations, and enhances customer service.
CLEVR & VodafoneZiggo: A Partnership for Success
This project shows the power of collaboration, turning ideas into real solutions through teamwork and innovation. With CLEVR’s expertise in low code development and process optimization, VodafoneZiggo has transformed its field service operations, ensuring its technicians have the right tools to deliver an outstanding customer experience—anytime, anywhere.
With Field Tool 2.0, VodafoneZiggo is ready for the future—maximizing efficiency, reducing effort, and delivering the best service possible.
Hanab Telecom Infra
Hanab Telecom Infra (Formerly known as VolkerWessels Telecom) is a cornerstone of the Netherlands’ digital society, tasked with designing, building, managing, and maintaining telecommunications infrastructure across the Netherlands.
Their work ensures millions of people have reliable internet, can study online, use smart devices, and stay connected in today’s digital world.
{% video_player "embed_player" overrideable=False, type='hsvideo2', hide_playlist=True, viral_sharing=False, embed_button=False, autoplay=False, hidden_controls=False, loop=False, muted=False, full_width=False, width='3840', height='2160', player_id='186016998667', style='' %}
At the heart of Hanab Telecom Infra’s operations is the Workflow Infratechniek, a powerful system that coordinates over 60,000 infrastructure projects —from the initial intake of project data to completion and feedback. This application is integral to every stage of all grid projects across the Netherlands, from onboarding and design to planning and delivery.
When a project begins, subcontractors hired by Hanab for a project provide details such as location, timelines, and personnel, which feed directly into Workflow’s system. The application then structures tasks, assigns roles, and checks every step is signed off before users can "advance” to the next phase of a specific project.
The Workflow application integrates with the Netherlands’ Digital Collaboration Platform (DSP), a standardized messaging system maintained by Mijn Aansluiting, to help keep things running smoothly. This platform establishes communication between firms like Hanab, subcontractors, and network operators, so important infrastructure projects like fiber optic installations and underground utility connections can be carried out as efficiently as possible.
However, maintaining and improving such a complex system requires third-party expertise from the digital sphere–which is where CLEVR comes in as a Platinum Partner for Mendix low code. Mendix is a platform that allows applications to be built quickly and flexibly without the need for extensive coding knowledge (hence the term “low code”). CLEVR has over 20 years of experience implementing Mendix solutions across industries, including the manufacturing, energy, utilities, and marine industries, and was tasked with working alongside Hanab to upgrade the Workflow application.
In this collaboration, CLEVR supported Hanab in a crucial upgrade to the DSP, which involved transitioning to more modern REST APIs and implementing advanced security protocols like OAuth 2.0 (which we’ll explain below). These upgrades allow Hanab to maintain the reliable and secure systems the Netherlands depends on.
The Challenge
The DSP 2.0 integration posed a set of challenges for Hanab Telecom Infra; at its core was the need to modernize the underlying technology of the Workflow application. Speaking to Hanab’s Citizen Developer, Roeland Drok, CLEVR was an easy choice when it came to creating a partnership; “We tried another supplier for a while and well, there was a difference in collaboration. CLEVR knows what to do; they understand the business, they understand us.”
Modernizing Communication: SOAP to REST APIs
It’s important to understand that APIs are like digital messengers that allow systems to talk to each other. Modernizing these messengers is like upgrading from a postal service to instant messaging, which is clearly more efficient and easier to manage when it comes to just sending written communications.
One of the critical changes involved transitioning from the outdated SOAP (Simple Object Access Protocol) to the more modern REST (Representational State Transfer) APIs. While SOAP relies on heavy, XML-based messaging, REST uses the lighter JSON format, making data exchanges faster and more efficient.
However, this shift was not just about adopting a new standard, it required a restructuring of how information flows between systems. This included remapping processes and ensuring that all parties in the network, from subcontractors to end users, could operate seamlessly under the new system.
Upgrading the Workflow Application: Mendix 8 to Mendix 10
Another challenge was upgrading the Workflow application, which had been in operation since 2017, to the latest version of the Mendix platform. This upgrade was far from straightforward, especially since it had to be executed without disrupting the management of thousands of ongoing projects. These projects represent a wide array of telecommunications and utility networks, all progressing through multiple phases such as intake, design, and execution.
“We upgraded from Mendix version 8 to version 10. I couldn’t do that myself—no one within Hanab could do that.”
Roeland Drok, Citizen Developer at Hanab Telecom Infra
Securing the System: OAuth 2.0
Security was another key point within the project. The existing system used certificate-based authentication, a method that had become outdated and less effective against modern cybersecurity threats. The transition to OAuth 2.0, a widely accepted security protocol, introduced a new level of protection for Hanab’s sensitive project information. However, implementing OAuth 2.0 was no small feat—it involved configuring secure access tokens, integrating identity verification systems, and making sure every user and system could authenticate seamlessly under the new framework.
Collaboration Across Teams
Along with the technical challenges, the DSP 2.0 integration required collaboration between Hanab’s internal teams, subcontractors, and CLEVR. This meant aligning priorities, coordinating schedules, and ensuring that all parties had the tools and knowledge needed to transition smoothly. Such a large-scale collaboration increased the complexity of the project, making it essential to have an experienced partner.
CLEVR’s Solution
“CLEVR has helped us since the beginning–they built it from scratch, and we don’t have to worry when CLEVR’s on the project. They know what to do.”
Roeland Drok, Citizen Developer at Hanab Telecom Infra
CLEVR helped the team at Hanab carry out the DSP 2.0 integration by using its vast Mendix expertise and management experience to keep the project on track and successful despite its complexity.
Transitioning to REST APIs
One of CLEVR’s key contributions was modernizing the data exchange system by transitioning from SOAP to REST APIs. This shift involved significant technical changes, including converting message formats from XML to JSON and redesigning how systems communicated. CLEVR’s team not only executed these changes but also made sure there was a seamless integration between the Workflow application and external systems like the Digital Collaboration Platform (DSP).
Implementing OAuth 2.0 for Enhanced Security
As you’d expect from a nationwide digital project, security was the priority, and CLEVR led the charge by implementing OAuth 2.0, a modern authentication protocol designed to secure sensitive data. This involved creating secure access tokens and integrating identity verification processes to replace the outdated certificate-based authentication. CLEVR’s ability to adapt to these new requirements ensured Hanab’s systems met the latest security standards without disrupting operations.
“OAuth 2.0 was completely new for me… CLEVR took care of it for us, connecting with the right people and making it work.”
Roeland Drok, Citizen Developer at Hanab Telecom Infra
Upgrading to Mendix 10
The upgrade of Hanab’s Workflow application from Mendix version 8 to version 10 was a critical component of the project. This task demanded extensive knowledge of Mendix and the Workflow application itself, as the system handles over 60,000 projects across multiple stages of development. CLEVR’s team meticulously planned the upgrade to make sure that all existing features and integrations functioned as intended while introducing the new capabilities of Mendix 10.
Flexibility and Last-Minute Adaptation
CLEVR’s flexibility and responsiveness were critical in overcoming challenges and quick changes in direction. When Hanab needed new integrations at the last minute to align with a broader ERP migration, CLEVR quickly adjusted its plans and delivered the required updates on time. "It was really last-minute, but CLEVR helped us with their planning and willingness to move forward. They made sure the new integrations were completed,” said Drok.
Seamless Collaboration
CLEVR’s approach centered on an ability to collaborate seamlessly with both Hanab and its subcontractors. This extended beyond technical expertise; CLEVR’s familiarity with Hanab’s systems and processes meant they could anticipate needs and deliver solutions with minimal oversight. This not only saved time but also reduced the risk of errors, a critical factor given the project’s complexity. According to Drok, “Working with CLEVR proved to be a lot smoother [than with other suppliers].”
Impact and Future Outlook: Stronger Together
The DSP 2.0 integration has already delivered significant improvements to Hanab’s operations. By upgrading to modern REST APIs and implementing advanced security protocols like OAuth 2.0, CLEVR has enabled Hanab to streamline communication with subcontractors and improve the overall efficiency of their projects. This enhanced collaboration ensures that Hanab can deliver critical infrastructure projects, such as fiber optic installations, faster and with greater precision.
For Hanab, this isn’t just about technology—it’s about maintaining their role as a cornerstone of the Netherlands’ digital infrastructure. The Workflow Infratechniek, now upgraded to Mendix version 10, is better equipped to handle the evolving needs of over 60,000 active projects, ensuring that Dutch citizens and businesses continue to enjoy reliable, high-speed connectivity.
Monuta
Putting the funeral company at the forefront of IT optimisation and innovation as it looks to further digitalise and modernise its technology.
THE GOAL
Monuta is a funeral caretaker and insurer that prioritises customer satisfaction. Personal service, empathy and efficiency are essential values and the company aims to continuously improve its service. That’s meant committing to the ongoing digitalisation of processes and modernisation of its systems.
Monuta recognises that every client’s situation is different and that the market changes all the time. Being able to adapt flexibly and quickly is vital. To ensure its customers’ needs are always at the heart of each interaction, the company created the De Rode Loper programme a few years ago, which deprioritised more traditional KPIs such as turnover.
To bring the various elements of this initiative to fruition, Monuta needed a partner that would deliver operational excellence with a unique, innovative approach. It turned to low-code and no-code solutions expert CLEVR.
CLEVR’s use of the rapid application platform Mendix met the need for a high degree of adaptability, speed and scalability, while the knowledge and flexibility of its team made it the ideal partner to help Monuta achieve its many goals.
THE APPROACH
CLEVR came up with several innovative solutions, the first being a Customer Display that benefits Monuta’s employees and customers. It was the beginning of many years of successful partnership between the two companies.
The Customer Display is a simple-to-use system enabling more than 100 Monuta employees to quickly and efficiently respond to customer queries. It allows them instant access to the details of the customer they’re speaking to, such as their name and address, insurance policies, payment status and history. Previously, this information had to be accessed from five different systems. As well as being inconvenient, this lack of integration led to duplication and outdated information.
In less than two months, the team realised the huge benefits of the Customer Display. The application essentially forms a shell around Monuta’s core systems, meaning the relevant data can be consulted quickly and easily whenever needed. Monuta employees are now able to efficiently and easily provide personal advice and service to around 1.5 million customers.
Thanks to the success of the Customer Display, CLEVR’s flexibility and the development speed of the platform, it was an easy decision for Monuta to partner with CLEVR and Mendix for further projects.
This included a consumer trend-based initiative to enhance the customer experience. Gedenken.nl [which translates as ‘to remember’] is a personal, online page dedicated to commemorating a deceased person. Family members design the page in the style and with the features that suit them. Depending on the wishes of their loved ones, the next of kin can support each other in the grieving process by offering condolences or sharing memories with words, photos and videos. The platform also serves as a source of information on, and invitations for, the funeral.
Another collaboration with CLEVR enabled Monuta to create an inventory recording each client’s funeral wishes. Based on this, users receive tailormade advice and can arrange to finance the funeral directly through insurance. It has proven to be an excellent resource for next of kin, increasing customer loyalty, and is a useful tool to confirm the insurance cover is appropriate in each case.
CLEVR, using Mendix, has enabled all these initiatives, making it easy to bring ideas for better business to life quickly and simply.
THE RESULTS
With Gedenken.nl, Monuta is supporting the consumer trend for online sharing, while its Customer Display fulfils a completely different need for employee convenience and quality customer service.
The challenges that came with the development of each application were fundamentally different. With the Customer Display, backend integration of the system was the priority, whereas with Gedenken.nl the biggest challenge was getting the visual design right so that it looks like a website.
Both CLEVR and Monuta value the Agile approach, working as a unified team for each project. CLEVR closely monitored Monuta’s strategic roll-out of Mendix and knowledge-sharing has meant the funeral specialist has furthered its expertise and independence in using the platform. As part of this process, a Mendix coach has trained a Monuta employee to become a Mendix developer.
Monuta is committed to further digitalising and modernising its application landscape via its Ready for Digital program. IT no longer supports the business; it has become the business.
The relationship between CLEVR and Monuta has also evolved. CLEVR supports Monuta with consultancy, development and management, with less emphasis on development as Monuta gains greater expertise in using Mendix. This enables the company to adapt to changing customer requirements as and when needed. Instead of being a challenge, changes have become opportunities.
CUSTOMER QUOTE
“The CLEVR experts know the platform inside and out. The first project we tackled together was the development of the Customer Display. The fact that operational excellence also went up sharply as a result was a nice side effect”
Martin van den Bedum, portfolio and program manager, Monuta
Etos
Automating promotion planning and monitoring to help a leading chemist chain stay competitive.
THE GOAL
Etos has been the shopping destination for beauty, personal care and health products in the Netherlands for more than 100 years. The chemist chain, which has an online store as well as more than 500 shops across the country, was looking to initiate a new and more efficient workflow to streamline its promotions and move it away from a manual process that relied on spreadsheets managed by individual employees.
Etos, which prides itself on offering the best advice and the right products, runs a high volume of promotional campaigns. In an increasingly crowded and sophisticated retail landscape, it needed a flexible application which could be implemented quickly and which would allow all teams and product groups to work together seamlessly in one central place. The company turned to low-code and no-code specialist CLEVR to enable a single source of truth for the preparation and monitoring of promotional campaigns.
THE APPROACH
Etos had a promotion plan that depended on Excel files controlled and updated by each of its promotion or marketing managers. This made the system not only prone to errors, but also unclear. It was difficult to keep track when changes were made. A centralised system was needed, with access to consistent and accurate data, and the ability to make changes easily.
CLEVR’s Promotion Manager gives clients a full overview of all activity, enabling them to manage their campaigns and create workflows. The tool provides a centralised, fully automated system for controlling and monitoring promotional campaigns, allowing all the parties involved access to the same data.
CLEVR also provided a permanent consultant who understands the business and can help Etos work in an Agile way, making small improvements as needed.
THE RESULTS
Automation of the system has allowed the company to focus more on dashboarding and monitoring. It has also meant that it is now able to make decisions based on data about which campaigns to promote, improving efficiency and eliminating the running of similar parallel promotions. Having a permanent consultant available with whom to brainstorm was also noted as helpful and employees have been freed up to spend more time on other, more strategic tasks that needs their attention.
The new system and the access it enables to previous campaign data has given Etos a better understanding of where a promotion might be successful and where it might require adjustments.
CUSTOMER QUOTE
“The promotion process has become part of our IT landscape instead of a separate process and with the Promotion Manager, everyone is working on the same truth and you can easily make decisions based on data”
Martin Otto, product owner promotion manager, Etos
Essenza
Helping a leading supplier of home furnishings to streamline its design and production processes.
THE GOAL
A leading European manufacturer and supplier of home furnishings, Essenza Home has been creating refined, high-quality interior products, centred around textiles for bedrooms and bathrooms, for over 60 years.
Founded in the Netherlands, Essenza Home has a subsidiary in Germany and distributors in England, France, Denmark, Switzerland, Italy and Scandinavia. It delivers directly to shops and department stores across Europe, as well as offering online purchasing.
In addition to its popular own brands, Essenza and Covers & Co, Essenza Home develops products and collections for licensed brands including PiP Studio, Lief!, Stapelgoed, At Home with Marieke and Miffy. To make the launch of a home collection for the leading fashion label Marc O’Polo as well as a collaboration with the iconic Dutch designer Marcel Wanders as successful as possible, Essenza Home needed a solution that would help it further professionalise and streamline the process of collection design and production.
THE APPROACH
Essenza Home’s licensed brand collections have come a long way since it first launched a range for Playboy in the early 2000s. While it has continued to produce successful branded collections since, these are becoming more labour intensive as designs undergo multiple alterations between original sample to production, which has consequences for the ultimate retail price.
CLEVR brought its expertise in no-code and low-code Software-with-a-Service (SwaS) solutions to bear and developed the Create IT software system. Interweaving creative and IT functions, it links to Reflecta, Essenza Home’s in-house enterprise resource planning (ERP) system, and allows the user easily to view the development of collections and the status of individual items without having to manually retype data.
THE RESULTS
Create IT saves time across the process and also allows users to make use of formatting and colours. Where each item had to be created manually – a laborious task – this can now be done in 10 seconds. Thanks to built-in formulas, the cost price is automatically calculated by entering the purchase and sales prices. This has significantly reduced the margin of error.
CUSTOMER QUOTE
“We work with prestigious companies and we must have our purchasing and design in perfect order. That is why we engaged CLEVR”
Willem van Steenbergen, purchasing and planning coordinator, Essenza Home
Unica
Creating a workflow-driven application to structure and organise daily work for a service desk coordinating more than 2,000 employees.
THE GOAL
Unica is the largest independent all-round technical service provider in the Netherlands, with extensive expertise in energy, security, information and communications technology (ICT), working environments and installation technology. It has 14 branches in the Netherlands, along with three regional project companies and 10 specialised companies.
More than 2,000 Unica employees are committed to solving customer issues – of which there are hundreds every day. Managing all these requests efficiently was becoming a challenge and as Unica is a company dedicated to providing high-quality customer service, there was a need to ensure this wasn’t compromised by outdated manual systems.
Unica had set up an efficient central service desk acting as a single point of contact to receive and respond to all customer reports. It turned to low-code and no-code solutions expert CLEVR to support it in developing a workflow-driven application to structure and organise its daily work.
THE APPROACH
In developing a solution, CLEVR faced numerous challenges.
The hundreds of new customer reports that Unica receives every day come from various channels, such as phone, email, Unica’s online customer portal and directly from the installations themselves via Internet of Things (IoT) sensors. The reports range from malfunction notifications to quotations, order confirmations, and status and information requests.
In the past, dedicated service coordinators on the service desk received these reports at various Unica locations. Determining the urgency of a fault report and the correct response is a complex task due to the pure volume of reports received, combined with various customer agreements, including response times, recovery times (that is, visiting, investigating the issue and making emergency provisions) and resolution times.
The service coordinators are responsible for planning all types of work, including repairing breakdowns, inspections, modifications and regular maintenance, as well as undertaking calculations and quotations. As customer experience is a priority for Unica, it wanted to free its service coordinators from unnecessary tasks so they could focus on more important ones.
Lack of automation made the existing process even more complex as there was no set workflow pattern. When a report was received all the information remained with the relevant service coordinator. If anyone else wanted to know about it, they had to search for it actively, meaning lists with special reports had to be repeatedly reassessed until a task was picked up.
This was a huge issue as the correct logging of a report is crucial for an efficient follow-up. Centrally available information about the history and status of an issue is essential.
Complications in the past included the same malfunction being reported by several customers or on various channels – with the risk that a follow-up could be duplicated. In other cases, the corrected problem might reoccur the next day, producing a new report. In this case, a follow-up did need to be arranged. Each situation requires a different approach and expertise, and CLEVR had to consider all these challenges in creating a suitable application for a centrally organised service desk.
THE RESULTS
From the start of the project, CLEVR’s extensive experience was a vital asset and the two companies worked well together, combining their respective expertise.
CLEVR’s use of rapid-development platform Mendix meant Unica could benefit from speed and flexibility when it came to creating a workflow-driven application to structure and organise daily work for a service desk coordinating more than 2,000 employees, including documenting all reports uniformly in the new system. CLEVR’s domain knowledge and vision for the future, and the easy working relationship between the two companies, helped ensure the project’s success.
CUSTOMER QUOTE
“From the start, it was clear that CLEVR’s extensive experience would enrich our team. We know exactly what it takes to solve a malfunction in the best way and CLEVR knows how to translate this perfectly into an IT solution”
Tom Geurts, IT project leader, Unica
Eurofiber
Innovating sales support to give a telecoms specialist the business agility to adapt to growth and turn increased demand into increased revenue.
THE GOAL
Telecoms specialist Eurofiber’s fibre-optic network provides fast, secure and cost-effective data exchange. However, in recent years the telecoms sector has become a highly competitive volume market. Deal sizes are decreasing while the cost and complexity of sales support rises. Sales innovation is a key way to survive these trends.
Eurofiber wanted a user-friendly portal that mirrored in look and feel its own website and that would support automated sales processes to make the company more efficient and therefore profitable. This included being able to quickly assess the distance between a customer’s location and Eurofiber’s fibre-optic network without resorting to phone or email. The goal was to achieve 80 per cent of its sales online.
THE APPROACH
Eurofiber’s central business software is Exact Synergy/Globe, a system that organises inbound administration requests and project processes including budgeting and ‘connection digging’, as well as accounting processes. CLEVR, a low-code and no-code specialist, developed a portal which featured real-time integration with Exact and Cocon mapping software, as well as the look and feel of the Eurofiber website, using the low-code Mendix platform.
The project consisted of three development phases. In phase one, the CLEVR team analysed potential solutions and developed applications using an Agile approach. During phase two, it collaborated closely with a Eurofiber IT employee to make sure the solution was solving all necessary requirements. Finally, in phase three, CLEVR handed over the reins to Eurofiber’s IT department.
CLEVR also took on a quality assurance role to make sure implementation was successful in the face of frequently changing requirements.
THE RESULTS
Customers and partners can order a network connection through the portal and instantly update their clients with important service information such as order status and service availability. Further, more than 20,000 postcode checks have been performed automatically, without input from sales support. As a result, the pressure on Eurofiber’s sales support team has decreased, helping to cut costs and increase/maintain margins.
CUSTOMER QUOTE
“The flexibility of Mendix application development technology allowed us to evolve our project requirements throughout the development process. As we created our system, we realised the ease and feasibility of additional tasks that we could implement simultaneously”
Egon Kösters, IT services manager, Eurofiber
EOC
Creating an online insurance portal to reduce quotation times from several days to 24 hours.
THE GOAL
EOC, the Netherlands-based marine insurance specialist, prides itself on providing comprehensive, transparent cover and expert advice to its members and policyholders.
The company wanted to ensure the best possible customer experience and so entered into a partnership with CLEVR to bring its insurance application process online. It now offers a quick and simple application route which takes only a few minutes for clients to complete – and for EOC to assess.
Until recently, customers were only able to request quotations via forms, which required significant administration time and a lot of to and fro, and meant it took several days for them to become insured. EOC knew this could and should be done faster. To provide a better service to customers, it decided to automate its processes across the board, so all client interactions would be transferred from offline to online. EOC’s ambition was to insure its customers within 24 hours – all the insurer needed was the right software partner.
THE APPROACH
EOC turned to low-code and no-code specialist CLEVR, which works with the Mendix platform, which offers rapid development capabilities and allows processes to be converted into attractive applications in little time.
The company’s specialist expertise meant it knew exactly what needed to be included in the application and it had developed many functionalities itself. CLEVR then built upon these with the Mendix platform, providing for a seamless switchover.
An online application service was quickly established, which all of EOC’s customers could use if they chose. After the vessel’s details are submitted, a premium is calculated and the policy built. Appraisal reports and photos can also be uploaded. Once the application is complete, the customer is immediately granted provisional insurance, subject to acceptance. EOC receives the submission instantly for its consideration and needs only to check and approve it online.
The new application houses the entire process from the moment a customer requests coverage to full acceptance by the company. Every adjustment to the policy takes place in real time, with the altered price immediately visible on screen. Such specialist coverage – catering to many different types of ships and boats, all with countless options – is highly complex, so it was particularly impressive that the data-heavy operation could be incorporated into one application so quickly.
THE RESULTS
Thanks to CLEVR, EOC has now realised its ambition to insure its customers within 24 hours and the new application route has numerous other advantages. The customer can immediately see exactly what a policy will cost – the most important factor alongside the level of coverage. And for EOC, the time savings are substantial. Employees can focus not on procedure, but on helping clients and ensuring they are able to enjoy using their vessels.
Reducing admin to a minimum also enables EOC to serve more customers during busy periods. The insurer experiences annual peaks during the pleasure boating season, with very high traffic in the spring and summer. Enabling instant insurance at the click of a button brings even greater benefits at such times — both for the customer and for the business.
CUSTOMER QUOTE
“The application sheet is complex because it contains a lot of data. Think of a lot of different types of ships. Each ship has countless options. So, it’s fantastic that we managed to build this entire process into one application in such a short time”
Ferdy Hoekman, marketing, communication and advice manager, EOC
Receive personal news and updates in your inbox
