At the end of 2023, paraDIGMA groep found itself facing a major challenge. They needed a customer portal to add value for their customers and also boost cross-selling. paraDIGMA groep customers need to be able to view and manage all aspects associated with sustainable employability of their employees on a single platform. The customer portal would also be used to improve customer relations and communicate with customers.
Not particularly difficult at first glance. However, because paraDIGMA groep offers various services under a total of nine labels, it was a complex issue - both functionally and technically. But we successfully rose to the challenge! The first version of the customer portal will go live in the near future. This case study describes our approach.
About paraDIGMA groep
paraDIGMA groep is an innovative group of nine partner companies with expertise in all Sustainable Employability sub-fields, ranging from solutions for absenteeism, vitality policy or strategic personnel management to reintegration challenges, psychological or physical guidance and training and development. De Arbodienst and PSION are examples of these labels.
The ultimate goal is to future-proof organisations. paraDIGMA groep helps organisations identify the role that their corporate culture and personal leadership play in their employees’ absenteeism, productivity and job happiness. The result: greater job satisfaction and engagement, less absenteeism and higher labour productivity in the long term.
Being able to easily manage your affairs as a paraDIGMA groep customer in a single environment was our goal. We worked together openly and resolutely throughout the process, and as a result we now have a robust and future-oriented portal.
Nine labels, one customer portal
In 2023, paraDIGMA groep came to us and asked us to develop the new customer portal. This portal would serve as a central environment for the customers of all the group labels and provide greater user convenience. In this customer portal, customers can view, sign and edit invoices and contracts themselves. In addition, paraDIGMA groep had noticed that customers were not always aware of the full range of sustainable employability services offered by the group partners.
The plan for a customer portal was not new, but the organisation had not yet found a partner with the right expertise to make it happen. Once set up, the new customer portal would make it possible for paraDIGMA groep's customers to view all aspects of their customer administration and services purchased in a single dashboard, and also find inspiration.
ISO certification
Before paraDIGMA groep found Incentro as their partner of choice, a number of key decisions had to be made first. Tatjana Rijken, Project Manager at paraDIGMA groep, explains why they chose Incentro.
“After determining our needs and wishes, we looked for a suitable party to build our customer portal. Having ISO 27001 certification was a knock-out criterion for us, because we consider reliability to be essential. After several fruitful meetings with Incentro, it was clear to us that they were the party we were looking for.”
Complete confidence from day one
Fortunately, the other internal stakeholders at paraDIGMA groep came to the same conclusion. Tatjana explains: “During the meetings with Incentro, it became clear that they understood exactly what we wanted. There was a really good click and they immediately gave us confidence in a successful outcome to the project. The extended Basecamp phase reinforced that first impression and gave me the feeling that we would be able to work together closely.”
The software used by paraDIGMA presented some technical challenges. Their specific wishes and requirements for a customer portal could not be met with the functionalities offered by their existing systems. As a result, we decided to build an application that integrates with these systems and also incorporates facilities such as Docusign.
Huge added value, both now and in the future
The first version of paraDIGMA groep's customer portal will soon go live for a specific target group. This version has now been tested and presented to the stakeholders. The initial reactions are already extremely positive!
Tatjana comments: “This customer portal offers all kinds of new opportunities, both now and especially in the future. Not only is our sales department very pleased with the cross-selling option, our customers also benefit considerably from the huge added value offered by the portal. In addition to viewing invoices, it is now very easy for everyone to sign contracts and request services offered by other labels. Providing added value for our customers, that's our mission.”
Providing added value for our customers, that's our mission.
Always looking forward
Now that the first version of the customer portal is ready and about to go live, Tatjana's thoughts have turned to the future: “Because there is such a good click with Incentro, we are already thinking ahead. The customer portal will be rolled out to different target groups in the coming period. In addition, we are weighing up what further developments are possible.
But we can also turn to Incentro with other issues, such as data-related matters. They have already proven themselves to be a reliable and knowledgeable partner, so we will definitely approach them for new projects in the future!”
Considering a customer portal for your customers?
Do your customers also need a customer portal? Are you in the same position as paraDIGMA group and want to go the extra mile to give your customers a better understanding of your products and greater control over their accounting system? Please contact us; we’ll get to work for you right away.
