Behind the scenes at Previder Business East Netherlands: “know your customer” project

By Jurjen Kothman, Director Previder Business East Netherlands

It is of course well known that we have grown considerably in recent years. You've probably noticed this yourself. Fair is fair: growth is positive, but it comes with growing pains and adjustments. We are therefore constantly looking at how we can do better and, above all, maintain our accessibility, empathy and “personal touch”. I'd like to tell you more about how we are working on this.

Focus

Previder is refining its focus. This means that we are working in business units, both industry-specific and location-specific. For Previder Zakelijk Oost-Nederland, this means that - with our own dedicated group of employees - we are basically only focusing on the business and ISV market in a radius of 80 to 100 kilometres around our home base of Hengelo. A number of well-known customers with whom we enjoy working are exceptions to this. This gives us the opportunity to get to know our customers and their business better.

'Know your customer'

And we are working hard to do just that. Maybe you have already visited us, maybe you will. This is because our Managed Services staff are on tour, visiting our customers. Who are you, what do you do? When there are failures, what is the effect on your business? We summarise these experiences and share them with other colleagues, so that we can bring the rest of the team along with us. By stimulating the experience internally, we think less about tickets and technology and more about the impact of an issue on your business. Moreover, we like to know customers personally, because it is always nicer to talk on the phone when you know who is on the other end of the line! Customer orientation training is also part of this process.

What is the intended result?

With these steps, we want to achieve the following result:

• Lower the threshold for personal contact, both from the customer side and from us;
• By empathising better with your business, we want to improve our prioritisation. What seems simple can have a big impact within your organisation. We give such a ticket more priority.
• We don't want to work for you, but with you. For both our colleagues and you, we want the collaboration to feel like a good partnership.

The reactions we get to our visits are very positive so far! Do you have any suggestions for us or would you like to meet our colleagues from Managed Services Previder Zakelijk Oost-Nederland in the near future? Then let your account manager know!

Want to know more?

Read all about it here:

• Market: IT for Business
• Market: IT for Developers
• Contact: Contact