Page 29

Giles Daoust CEO Daoust

The Voice of the customer program focused on sharing feedback between Proximus and its customers. It gave Daoust the opportunity to participate in the creation of solutions at Proximus and to develop solutions that are truly tailor-made for its customers. It is really a winwin situation!

cesses, simplify our portfolio and digitize our interactions. Excite will also bring new top collaboration tools to our customers and it will enable them to work in a more agile and digital way. In order to achieve this, we listen to and actively involve our customers by creating “Voice of the Customer” advisory board & workshops. Made up of customers from our different segments, this approach allows us to validate if our projects are meeting customer expectations. The immediate feedback has already proved being remarkably valuable and as a consequence we are adapting our plans and deliverables in line with this feedback. For example, we have changed our internal IT development roadmap to prioritise the roll-out of Invoice Insights, as it was highlighted as being a key priority for our customers. Made in partnership with our customers, Invoice Insights will let professionals manage their mobile invoices through an app interface, ensuring they have all the information they need at hand. Going forward the platform will be extended towards our entire customer base and also used for other products and solutions. Some of our customers have already experienced better reactivity after the recent launch of our new servicing platform, ServiceNow. Designed to raise and track issues,

this portal promises to let us resolve issues faster and more efficiently in the future. ServiceNow is key to our servicing transformation that will result in new digital ways of working for our customers and internal teams. As such it will be an important factor to improve the customer experience.

Salesforce, the new customer relations management system, means that each business customer’s data is available anywhere and anyplace. This ensures better customer service and more efficient interactions. Not only does this system take the customer’s product portfolio into account but also other information based on data analytics and CRM (Customer relationship management).

Always Close, Always on to support our customers In a hyper-connected world, constant availability and up time is increasingly vital. It’s why we are refining our services still further. We are proud to maintain service continuity levels at around 99.99% for small enterprises, and where there is a problem, offer same day repairs. For all technical questions, our experts are available until midnight every day of the week, and our technical help center is available to business customers 24/7. For all other questions, we are available from Monday to Saturday between 8.00 AM

Proximus Group Annual report 2017

29

Proximus Annual Report 2017  
Proximus Annual Report 2017