Reggefiber is gaining momentum because of its current strong growth. To be able to maintain quality customer service, it became necessary to modify many business processes. In 2008, entering and processing orders as well as creating invoices were performed manually, which was very time-consuming as their customer database was increasing rapidly. Reggefiber delivers its services throughout The Netherlands and is regulated by the ‘OPTA’, an independent organization that monitors compliance with Dutch telecom legislation. This involves that Reggefiber must comply with a number of strict KPI’s, such as fixed delivery times. It requires considerable coordination as well as a number of well-organized work processes, in order to deliver all connections and services on time. Therefore, comparing different solutions about several aspects, Reggefiber has considered several software solutions that would optimally support their administrative processes. When selecting the right supplier, it was important that the new solution required little manpower, to avoid the IT department being confronted with capacity problems. A second aspect was Reggefiber’s aim to extend the solution in the future with new functionalities and automation of other business processes, without any problems. The fact that Mendix/ExpertDesk supports service processes as well was a considerable plus to Reggefiber.
Business Need: Reggefiber is gaining momentum because of its current strong growth. To be able to maintain quality customer service, it became necessary to modify many business processes. In 2008, entering and processing orders as well as creating invoices were performed manually, which was very time-consuming as their customer database was increasing rapidly. Reggefiber delivers its services throughout The Netherlands and is regulated by the ‘OPTA’, an independent organization that monitors compliance with Dutch telecom legislation. This involves that Reggefiber must comply with a number of strict KPI’s, such as fixed delivery times. It requires considerable coordination as well as a number of well-organized work processes, in order to deliver all connections and services on time. Therefore, comparing different solutions about several aspects, Reggefiber has considered several software solutions that would optimally support their administrative processes. When selecting the right supplier, it was important that the new solution required little manpower, to avoid the IT department being confronted with capacity problems. A second aspect was Reggefiber’s aim to extend the solution in the future with new functionalities and automation of other business processes, without any problems. The fact that Mendix/ExpertDesk supports service processes as well was a considerable plus to Reggefiber.
Solution: Agile modification of business processes was one of the requirements, especially since changes occur with customers on a regular basis. One of Mendix/ExpertDesk’s most important features is the simple execution of adjustments. ‘We think it important that companies can alter the implemented solution at any time and according to their needs. After all, unexpected changes in business processes may occur. It should be possible that these changes can be processed quickly in the solution’, says Michel van den Bempt, lead developer at Mansystems.
Everhard Wienke, Manager Development with Reggefiber Operator BV: ‘Our research proved Mansystems’ Mendix/ExpertDesk to be the best solution for us. We were dealing with a tight deadline, so it was essential that the solution could be implemented without problems and within a certain time frame. Furthermore, we considered it to be a major advantage to do business with a medium-size company, just like Reggefiber. This presumption has proven to be entirely correct. The expertise level of Mansystems is more than sufficient, and it was able to switch very quickly. The solution was delivered on time and we were able to go ‘live’ within the desired time frame. Besides, to Reggefiber, Mendix/ExpertDesk is an agile solution with plenty extension possibilities in the future. ‘Today, we receive over a hundred orders a day, which we can handle perfectly. Without any adjustment of the software we can continue to grow to over a thousand orders a day. Thanks to Mendix/ExpertDesk, we are set for the future and we can grow towards our increasing customer demand’, says Wienke. ‘By now, we use Mendix/ExpertDesk to support our entire glass fiber delivery chain, i.o.w. the entire process for the delivery of glass fiber to end customers. In the future, to prevent duplicate data registration, we intend to integrate work processes of other departments as well. Because of Mendix/ExpertDesk’s’ open architecture, it can be easily connected to other tools. And it doesn’t require a lot of programming either’.
Results: Through Mendix/ExpertDesk’s Zero Touch principle, the order flow from Reggefiber’s customers can be routed to the subcontractors, including the monitoring of Service Level Agreements (SLA’s) between Reggefiber and its customers and subcontractors. However, if desired, it can be done manually as well. The solution enables Reggefiber to deliver the glass fiber network to its customers on time. Consequently, the customers for their part can offer their services to their end users. Mendix/ExpertDesk, with its accompanying modules Order Management and Workflow Management, requires only a very limited number of staff to process the large number of orders. What’s more, because of minor management effort, operational costs are absolutely minimal, creating drastic cost reductions. Today, Reggefiber needs less time processing orders for the delivery chain, because no working hours are spent on processing data in traditional Excel sheets. The savings as a result of ExpertDesk amount to around 40 euros per processed order. The fact that Reggefiber is able to meet delivery times required by the OPTA and report about it, is another major advantage.