How NKC regained control of processes, people and data in three months
Summer is traditionally the busiest time of the year at NKC Insurance. Add to that a migration to a new partner, capacity challenges and knowledge that was mostly in people’s heads. The pressure on customer contact rose to unprecedented levels. The overview was lacking, processes were insufficiently defined and everything was urgent, urgent and urgent again.
To restore calm, NKC brought Cynthia on board. Three months later, a future-proof foundation stands.
“Sometimes change can only really happen when it’s hitting the skirting boards.
– Ingeborg Meulman, director at NKC
We were in the busiest time of the year and yet we knew: it has to be now.”
People – connection as a starting point
Ingeborg: “When Cynthia came into our office, she encountered a team that was struggling. The pressure was high. Changes were postponed because everyone was already up to their ears in work.
Instead of directly pushing what needed to be changed, she started with the people. She literally sat down next to employees and asked, “what are you doing, what are you running into, what is making your job difficult today? Just by listening and asking through, she brought back trust.
What I find clever in this is how she is there for people on the one hand and at the same time keeps her distance where she has to. Cynthia pushes through where she can and because of that I saw people get moving. In a department that for years had worked the way we always did, she showed us with patience and confidence that change is not scary, but rather helpful.
Processes – from mailbox chaos to clarity
The first big step was to create an overview. What actually happens from the time a customer calls or emails until their question is resolved?
Cynthia brought structure and helped implement Freshdesk, our new ticketing system. For the first time, we gained insight into customer inquiries, response times and priorities.
We used to literally work from an overflowing mailbox. That’s fine with a hundred emails, but not with a thousand. Thanks to Freshdesk and the new process structure, we could finally see: what is this about, who will pick it up and how quickly will we resolve it? That gave peace of mind.
“With her approach, Cynthia brought calm, overview and direction in three months. Exactly what we needed!”
– Ingeborg Meulman
Before, everything was rush, urgent and urgent-plus. By mapping out our processes, people now know: this belongs here, that can be done later. That makes a world of difference. And another big advantage is that new employees can now be trained much faster, without having to sit next to a colleague for three months.
Pennies – accelerating decisions through insight
Data, reports and insights were actually completely lacking before. We were working mostly by feel and experience. Had I known what I know now, I think – in all honesty – we would have made some different choices.
A good example is our way of customer contact. Our organization comes from an association. We are used to calling a customer for ten minutes and really taking our time. That makes us unique and warm. But as you grow, it requires a new balance between attention and efficiency. Cynthia helped us look at that with data, rather than on gut feeling.
Now we as MT can finally see substantiated where the bottlenecks are and what steps are strategically smart that fit our direction “digital where possible, personal if desired.
Impact in three months
While half the Netherlands was on vacation, Cynthia was available for an assignment during our peak rush. Super nice! And even though the assignment lasted only 3 months (July, August and September), the impact was huge. What changed in that short time:
- There is a solid future foundation for the new customer contact concept: “digital where possible, personal if desired.
- We gained insight into data and customer queries through Freshdesk
- There are clear processes that form the basis for future-proofing
- There is calmness and overview for the customer contact team in their daily work
- We can make informed decisions at MT level thanks to clear reporting and data
A fresh perspective from the outside
Sometimes you need someone from the outside to get things moving – someone who steps in with fresh eyes and decisiveness. Cynthia brought, besides structure, especially awareness. And that worked through to the MT.
The change is still evolving, but the foundation is in place. Our customers will especially notice it next season, when we can really make ‘digital where possible, personal if desired’ come together. That’s service fit for these times, without losing sight of our warm association tradition!”
About Ingeborg Meulman
Ingeborg Meulman is a director at NKC and in charge of the day-to-day management of both the organization and the Insurance Department. In her role, she monitors continuity and steers for connection, direction and results. During the process with Cynthia Mak, Ingeborg was responsible for guiding the internal change, creating calm in a period of high pressure and driving improvements in customer contact, processes and data-driven work.
About NKC (Nederlandse Kampeerauto Club)
NKC Insurances offers various insurances for motorhome owners in the Netherlands, including motorhome insurance, travel insurance, legal assistance and car insurance. The department is currently in the process of migrating to a new insurance partner that will further professionalize its services and ultimately ensure a future-proof design of the insurance processes within NKC.
This customer story was created through an interview. Judith de Jong conducted the interview and wrote this article. For more information about Judith, visit her website.
