A text message informing tenants that the service engineer is on the way? Or a voice message followed by a menu of options in case of rent arrears? At housing corporation Staedion, they understand how important it is to think from the tenant’s perspective.
Together with AddComm, Staedion implemented an omnichannel customer communication strategy using Flowize, enabling tenants to be helped faster and more conveniently. In other words, the right message, at the right moment, through the right channel. “With AddComm, we now have one flexible partner for optimising all customer communication processes.”
Rudolph de Groot, Manager Credit Management at Staedion, had already had positive experiences with AddComm at a previous employer. When he joined Staedion, he immediately knew who he wanted to involve. “I have always wanted to stay ahead of the market,” Rudolph explains. “Back in 2006, before my time at Staedion, I already introduced SMS messages and voice messages in the collections process. But I wanted more. That is why I started looking for a partner who could help optimise the entire communication flow.”
That partner turned out to be AddComm. “I created a blueprint of how I envisioned the future of collections communication and asked whether they had a solution for it. The answer was ‘no, but we can build it.’ Their willingness to invest in new developments and actively think along with the client immediately appealed to me.”
Within Staedion, there was a clear need for a single partner that could support the entire customer communication process. “AddComm stood out head and shoulders above other providers,” Rudolph says. Today, nearly all communication with tenants runs through Flowize, AddComm’s low-code platform.
The use of automated workflows has made omnichannel customer communication far more efficient. “We have mapped out all our tenants’ preferred channels. When we want to contact a tenant, Flowize automatically selects email or print based on those preferences.”
The collaboration with AddComm fits seamlessly with Staedion’s vision on customer communication. “Four years ago, our Credit Management department started working on socially responsible collections,” Rudolph explains. “Modern customer communication is essential for that. You want maximum results at the lowest possible cost, for both the tenant and Staedion. That means communicating in the way and through the channels that tenants feel comfortable with.”
Together with AddComm, Staedion is now optimising all workflows within the Credit Management department step by step. “In addition to the technology, AddComm also provides recommendations for improvement. They know the market well. We are already using new services such as registered email, email with an iDEAL payment link and SMS with an iDEAL link. For each process, we determine which communication method works best.”
Like AddComm, Rudolph looks beyond today and towards the future. Data-driven customer communication is becoming increasingly important within Staedion. “I want to segment more and listen even better to our tenants,” he says. “This way of communicating generates a lot of valuable data, which should ultimately determine how we approach a specific recipient in the future.”
According to Rudolph, the data-driven nature of Flowize aligns perfectly with this ambition. “AddComm’s strength lies in their flexibility when dealing with change. The technology they have developed can be connected to any system and any situation. Their philosophy ensures that you stay ahead of the competition.”
Would you like to modernise your customer communication processes and reduce collection costs, just like Staedion?