Optimal customer experience – Optimasation ODA services

CLEAR STRUCTURE | BETTER COOPERATION | QUALITY CONTROL ASSURANCE

This project is a great example of combining Zest Energy Excellence en Zest Project Excellence.

Client

Joulz

Situation

Joulz has very strong growth ambitions. To achieve this goal, they need to modernize the customer journey. The ODA-certification has not yet been optimized and standardized. ZEST had the pleasure to guide JOULZ Joulz through the process.

Approach

First, we mapped out current processes and work instructions. We also looked at data quality and how this was  secured(?). We used this information to compare Joulz’s ambitions to the current situation and decided on the best approach of the matter. We discussed adjustments to the current process, work instructions, mutual agreements and the system in the plan. After the approval of Joulz, we got to work. We have coordinated the standard procedure for certification with the auditor. We subsequently implemented the new standard procedure within the organization and among business partners.

Result

For all certifications, Joulz now uses a standard script. Its process has been completely set up online and optimized after consulting the involved parties. Now Joulz is ready to meet and exceed their customers’ expectations and offer services that provide convenience and added value for the customer. Joulz is ready to expand their ambitions even further!
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“We have achieved great results together, thank you for your efforts!”
Jolanda van Maurik

Manager Customer and contract management, Joulz

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