Case Study: Knab (the Netherlands' largest neo-bank) achieves award-winning, streamlined service-desk scheduling with Soon

Scheduling an award-winning service desk

Knab, the Netherlands’ largest online-only “neo‑bank,” relies on its service desk as the primary point of customer contact and needed a high-performing scheduling solution to sustain award‑winning customer satisfaction. Soon provided its scheduling software — replacing Knab’s old tool and being used across multiple teams — to address issues like fragmented availability input, rigid office‑only access, cumbersome shift changes, and the need to preserve Knab’s flexible, communication‑driven culture.

Soon implemented a mobile‑friendly scheduling platform with self‑service shift swaps, planner rules and visibility, streamlined communication, and improved reporting. The result: Soon drastically reduced the time spent on planning, eliminated managerial approval bottlenecks for shift changes, cut down internal email/chat around schedules, and delivered better collaboration and statistics — a successful pilot that made Knab’s scheduling measurably more efficient and set a foundation for continued joint improvements.

Knab

Floris Wakka

Team Leader Service