DELTA Fiber 95% our system-driven communication runs through AddComm

How do you communicate effectively with hundreds of thousands of customers while your organisation continues to grow rapidly? For DELTA Fiber, one of the largest fibre-optic providers in the Netherlands, customer communication is essential at every stage of the customer journey.

Together with AddComm, DELTA Fiber ensures that communication remains clear, automated and customer-focused. “Customer communication comes into play multiple times a day for us,” says Hans de Groot, Managing Director IT at DELTA Fiber. “Together with AddComm, we make sure the entire customer communication process runs smoothly.”

All customer communication processes centrally managed

In 2018, DELTA and Caiway were merged into a single organisation: DELTA Fiber. This not only meant bringing together two company cultures, but also merging two IT environments. And with that, centralising all customer communication. For this, DELTA Fiber turned to AddComm.

Hans explains, “Previously, our customer communication was highly fragmented. We used different services for email and SMS, printed letters in our own print environment and then handled distribution to PostNL ourselves. That had to change. We wanted to centralise all customer communication and add a layer of intelligence.”

DELTA Fiber found that intelligence in the low-code communication platform Flowize. Today, all message flows, from email and SMS to physical letters, are brought together in a single digital workflow. Archiving and template management are also integrated, allowing the organisation to respond quickly and continue to scale.

Flexible communication through one low-code platform

DELTA Fiber was specifically looking for a partner that could provide not only technological support, but also align with their way of working, Hans explains. “After speaking with several parties, visiting a reference customer together with AddComm and spending time at AddComm ourselves, we were convinced: this is the partner that will take us forward.”

Today, 95 percent of DELTA Fiber’s system-driven customer communication runs through Flowize. This results in less manual work, fewer errors and greater control over the entire process. “We are now extremely flexible in how and when we communicate with customers,” says Hans. “That is the most important outcome of our collaboration.”

Working together on innovative customer communication

At AddComm, just like DELTA Fiber, we are always looking ahead to what can be done smarter and better. Hans notices this as well. “AddComm clearly understands how important the transition to digital, personalised customer communication is. Their vision on digitalisation aligns perfectly with what we are looking for.”

At the moment, we are working together with DELTA Fiber on developing new functionalities, such as real-time status insights and automated rulings. For example, if a customer has not received a message, Flowize immediately shows where communication is getting stuck and automatically triggers the appropriate next action. “These are great developments that help us stay ahead of the market and further improve the quality of our customer communication,” Hans concludes.

Do you also need more overview, automation and flexibility in your customer communication? Let’s analyse your communication processes together and identify where you can gain more control, speed and customer satisfaction.