Case Study: Feeddex

Efficient Data Integration and an Optimal Customer Relationship

Feeddex: Specialists in Customer and Employee Satisfaction Research

Feeddex is a leading expert in customer and employee satisfaction research. With an extensive client base, including Unigarant, ANWB, and Heineken, and a team of 25 dedicated professionals, Feeddex provides businesses with valuable insights into customer experience and employee satisfaction. Their approach is known for its reliability and results-driven methodology, making Feeddex a strategic partner for organizations focused on improving customer satisfaction.

The Challenge: Manual, Error-Prone Data Submission

To conduct customer and employee satisfaction research, Feeddex requires customer data such as email addresses and phone numbers. One of their clients, BKR, periodically provided this data for Feeddex to carry out the surveys. However, the process was far from optimal.

BKR had to manually export information such as email addresses and phone numbers from their CRM system, transfer it into an Excel file, and then send it via email or upload it. This process was not only time-consuming but also prone to errors and not always secure.

Yvette Westerbaan, Client Service Manager at Feeddex, recognized the need for improvement:
"Our clients had to manually export all information from their CRM into an Excel file and then upload or email it. It wasn’t a difficult task, but it was time-consuming and error-prone. A missed opportunity for efficiency."

Partnering with Harmonizer

To streamline and secure this process, Feeddex partnered with Harmonizer. Guido played a key role throughout the entire project, from initial discussions to implementation.

"Guido was super clear, enthusiastic, and proactive," Yvette explains. "He made the technical details easy to understand for both us and our clients. Guido was present in every client call and often had direct contact with BKR. We completely trusted him with this process."

The Solution: A Seamless Integration Between the CRM System and Feeddex

Harmonizer developed an integration that automatically retrieves the most recent customer interactions from the AFAS CRM system daily and securely transfers them to Feeddex. Feeddex then sends out automated customer surveys. The integration also verifies and cleanses the data during transfer, ensuring that the information arrives accurately and securely at Feeddex. Additionally, Harmonizer feeds the survey results back into AFAS, allowing BKR employees to easily access and analyze customer feedback.

Results: Time Savings, Fewer Errors, and an Optimized Customer Relationship

Thanks to this automation, Feeddex’s clients, including BKR, save time and effort every day.
"This solution saves our clients at least 30 minutes a day," Yvette explains. "That’s time they can now spend on their customers instead of administrative tasks. Additionally, the data transfer is now more secure and reliable, strengthening the relationship between us and our clients."

Key Results at a Glance:

• Time Savings: Clients save at least 30 minutes per day on administrative tasks.
• Fewer Errors: Manual data entry has been replaced by an automated process.
• Enhanced Security: Data is processed and transferred securely.
• Optimized Customer Relationships: Clients appreciate the efficiency and reliability of the process.

Back to the Future

With this successful collaboration in place, Feeddex looks forward to future projects with Harmonizer. Yvette adds:
"Harmonizer has proven to be both technically proficient and highly customer-focused. We truly see them as a partner who not only delivers a solution but also actively thinks along with us."

Guido’s Perspective

At Harmonizer, we are honored by the trust that both Feeddex and BKR have placed in us. The systems we’ve integrated and the processes we’ve automated are deeply embedded in their core operations.

Guido continues:
"It’s incredibly rewarding to contribute to something so essential. We’ve come to know Feeddex and BKR as organizations that prioritize customer focus and professionalism—values that we also hold dear. We’re confident that we’ll continue delivering value to all Feeddex clients, and for BKR, we’re already setting up a new process."

Conclusion

The collaboration between Feeddex and Harmonizer has resulted in an efficient, secure, and error-free data integration for BKR. This case highlights how a proactive and personalized approach not only provides a practical solution but also strengthens client relationships. A true win-win on two essential fronts!