Case Study: Feenstra achieves higher customer satisfaction and reduced costs with Avanade's Azure-based planning tool

Feenstra improves customer satisfaction and reduces costs using Microsoft Azure

Feenstra, a Dutch home-services company with about 1,500 employees and a customer base of over 800,000 households, needed to modernize its central appointment-planning tool so customers with urgent heating, insulation, security or solar needs could be helped faster. The existing system and hardware were at end-of-life and a platform refresh was required to improve efficiency, scalability and adviser productivity across a call-center team that expands seasonally.

Avanade built a new, Azure-based planning tool that eliminated hardware hosting concerns, lowered costs and delivered faster processing, a simpler interface and single sign-on. The solution streamlines scheduling by adviser skills and region, reduces travel time and costs, scales for winter demand, and has measurably improved staff productivity and customer satisfaction.

Feenstra

Vincent van der Slot

Functional Manager