Online Delivery

Our interim team leader, Mike ter Hoeven, has successfully completed a significant assignment with Toelevering Online over the past six months. In this case study, we discuss his experiences and how he successfully accomplished the task.

In conversation with Toelevering Online

Toelevering Online is a lightning-fast ordering platform where people in the Netherlands and Belgium can order wooden, plastic, or aluminium frames. The platform is intuitive, and questions about orders or product information can easily be accessed via the website. Didn't find what you were looking for? Then customers reach out to the contact centre. Toelevering Online is a ScaleUp organisation and has experienced rapid growth recently. As a result, the contact centre has also expanded, necessitating a sustainable and future-proof setup. Mike's core mission as interim team leader was to form the contact team and truly make it a cohesive unit. Additionally, he aimed to reduce wait times and achieve efficiency through process and system optimisation.

“We want to assemble a harmonious team that handles customer inquiries efficiently and is scalable for the future” –

Marthijn Wolters, Manager Operations, Toelevering Online

An ambitious assignment with three main themes: people, process & system.

The primary focus has been on the human aspect. The team had been recently assembled and was temporarily without leadership. There was a need to gain more insight into everyone's talents and enhance the functionality of the team as a cohesive group. By engaging with the employees and truly paying attention to them, they felt heard and acknowledged.

Additionally, we explored how processes and systems could be better set up to make work easier and more enjoyable in the end.

More room for smiles, qualified customer inquiries, and reduced wait times.

Although the organisation grew rapidly, Mike, along with his team, ensured that the wait times steadily decreased. Furthermore, collaboration with the process manager led to process optimisation. This allowed more space for casual conversations and laughter on the work floor, resulting in visibly higher employee satisfaction.

By qualifying customer contacts through a qualification system, it also became much easier for the organisation to identify where operational challenges were occurring. This provided essential insights needed to optimise internal processes.