How Woonkracht10 leads the way through vision, data and collaboration

“We want to know what the customer really needs and respond to that.” This is how Loes van den Berg, services advisor at Woonkracht10, summarizes the core. In recent years, the corporation has worked on a renewed customer vision, in which employees are actively involved. The values of attention, warm and close are the common thread.

From vision to daily work

These values are reflected in everything that Woonkracht10 does. From customer panels and customer measurements to resident meetings and coaching meetings. Loes: “It ensures that we can continuously go back to it, both from the employees and towards our customers, processes and business operations. But if you really want to bring values to life in daily work, you need to know what's going on with tenants.”

Complete customer view

So reliable data is needed for a complete customer view and to improve the customer experience. Woonkracht10 gets that data from smart technology. Rob: “Through Embrace, all information is stored in one system: from customer card to knowledge base. This is followed by customer feedback from the MoveXM platform, with current measurements that match the customer journey.” Because the questionnaires remain short and sharp, they provide useful insights that are directly linked to the right place in the process. Everything comes together in Power BI, so that managers and employees have a single overview of history, context and experience.

Edwin Cnossen (Embrace): “Bringing all information from different systems together in one place creates peace and overview. Employees get the right answer more quickly and tenants notice that immediately in the quality of the contact.”

Collaboration that goes beyond software

Yet the success isn't just due to technology. It is precisely the cooperation between Woonkracht10, Embrace and MoveXM that makes the difference. Loes: “They are partners who contribute ideas, review questionnaires and together determine which insights are really valuable. This way, the information does not remain abstract or too technical, but practically applicable in daily practice. And with all this, customer experience has become a way of working for us instead of a project.”

The human side of customer experience

Technology and data provide direction, but ultimately, people make the difference. There is a story behind each number. And it is precisely those stories that make the difference in practice. By discussing feedback in teams, employees gain insight into their own role and create room for development. In this way, feedback becomes a tool for learning together and talking to each other. That remains exciting, but with concrete figures and experiences from customer contact, you have a shared starting point. Rob: “It's not about getting rid of as many conversations as possible, but about the customer hanging up happy. Thanks to the measurements, we can coach employees in a targeted manner. Not to control, but to support.”

Bas Terlingen (moveXM): “Satisfaction measurements are only valuable if you can do something with them today. That's why we keep questionnaires short and to the point, so that Woonkracht10 can immediately focus on what tenants experience.”

Measurable progress through the right mix

The success of Woonkracht10 lies in the combination. Thanks to moveXM's feedback measurements, it becomes visible where conversations could be better. With targeted coaching, employees grow step by step in their roles. At the same time, the link with Embrace makes it possible to solve more questions immediately: the knowledge base and self-service scenarios ensure faster and smarter work.

This approach is bearing fruit. Customer satisfaction at the Service Center rose from 7.4 to 8.3. Our own handling also increased: from such 80% to over 90%. It shows that improving quality is not about a single solution, but about the interplay of data, technology and people who keep learning together.

What other corporations can learn from this

For those who think this is mainly for large corporations: Woonkracht10 proves otherwise. As a medium-sized organization, they are among the leaders. What can other corporations take away from this?

Tips from Woonkracht10

• Make customer experience concrete. Translate values into behavior and processes, and discuss this at all levels of the organization.
• Use data to learn, not control. Use measurements for coaching and improvement so that employees feel supported.
• Keep it alive. Customer experience is not a project with an end date, but a daily choice. Keep asking questions, measuring and providing feedback.
• Four successes. Also show employees the positive feedback so that pride and energy grow.
• Find the right technology and partners. It's about the interplay of data, technology and people.

This is what makes the collaboration between Woonkracht10, MoveXM and Embrace so strong

The triangle works because everyone takes their role and always with practice in mind:

Residential capacity 10 - Anchors customer experience in behavior and choices. Team coaching takes place close to work, by people who know the practice and tenants.‍

moveXM - Provides smart, up-to-date measurements that match the customer journey. Questionnaires stay sharp and short by regularly testing what really provides insight. The process of customer satisfaction measurements is fully automated thanks to smart links to the ERP and CRM systems.

Embrace - Secures the complete customer view. Employees can view all information from the various contact channels in one central environment: from current cases and documents to feedback and contact history. Everything comes together on the customer card, so that employees switch faster and tenants are better helped.

Woonkracht10 shows that customer experience only really comes to life when vision, data and people reinforce each other. And that makes the difference for residents, employees and the future of the corporation.