Customer stories in Marketing, Sales & Service - delaware Belgium

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Explore our customer stories and discover how we turn complexity into growth.

How VDAB moved to data-driven product enhancements

VDAB, Flanders’ public employment service, set out to optimize its digital services by shifting from intuition-based decisions to data-driven product development. With support from delaware, they introduced a unified KPI framework to define success across products, enable continuous improvement and turn data into a real driver for innovation. (5 minute read)

How Chaussures Maniet turned digital friction into long-term success

Chaussures Maniet's e-commerce transformation with delaware improved user experience and increased conversions through innovative digital solutions.

Merging Salesforce and HubSpot for real business impact at Busworld

Busworld organizes online and offline B2B events for the bus and coach industry worldwide. To optimize their processes and advance their digital maturity, they needed a new CRM that truly matched their unique non-profit operations and lean team. delaware rose to the challenge: we combined and enriched two proven technologies in a best-of-breed approach. (4 minute read)

Crafting conversions: how Camber’s marketing makeover drove record results

When custom cabinet maker Camber set out to refine its digital marketing, they were looking for a partner as precise and dedicated as their own craftsmen. Led by Camille Peckstadt, Camber’s marketing team needed strategic allies who could challenge assumptions, shape raw data into actionable insights, and turn a clear vision into measurable growth. delaware’s Performance Marketing experts ticked all the boxes. (7 minute read)

Mediahuis and delaware make digital work across Europe with Dynamics 365

NRC, Nieuwsblad, Aachner Zeitung, NRJ, Jobat.be, Sunday Independent, De Telegraaf, ... All these well-known brands – and many others – are part of the Mediahuis universe: a fast-growing media group spreading its wings across Belgium, the Netherlands, Luxembourg, Germany, and Ireland. To improve customer experiences, Mediahuis built a centralized, standardized customer service solution on Microsoft Dynamics 365. With support from delaware, that solution is now gradually being rolled out to all the Mediahuis’ entities.

How a leading pharmaceutical company uses GenAI to boost its marketing efficiency

One of delaware’s customers, a leading pharmaceutical company, is exploring how GenAI can support its regional marketing and sales teams. With help from delaware, a proof-of-concept was set up to train the company’s very own GPT-model for creating accurate and compliant marketing collateral.

How manufacturer Vandewiele builds a service-based organization

Vandewiele Group is globally renowned for its excellence in designing machinery for the textile sector. To remain relevant in an uncertain world, the manufacturer wants to move towards a servitization model. That will enable them to enrich their offerings: from pure machinery to machinery plus all surrounding services – Machinery as a Service. But that strategic shift requires optimal alignment between operational excellence and customer experience. Here’s how delaware helps achieve that balance.

From insights to improvements: data-driven product enhancement at VDAB

What do people need at various transition points in their career? How do you effectively connect employers with the right talent? For VDAB, Flanders’ public employment service, answering these questions is key. To make sure they create digital products that meet users’ needs, the organization adopted a customer-centric, data-driven approach to digital product enhancement. Annabel De Craene, product manager at VDAB and delaware expert Elise Bernaert (Voice of the Customer expert) offer a glimpse behind the scenes of this ambitious project.

[VIDEO] Inside Modular Lighting Instruments' transformation journey

It started with a simple website revamp. What followed was a complete business transformation, both technologically and culturally. “We had to stop being so obsessed with ourselves to truly understand who our customers were, and what they needed,” says Arjen Ingenbleek, commercial director at Modular Lighting Instruments. Learn how a renowned architectural lighting manufacturer tackled its transformation journey, came face to face with its customers, and (re)discovered itself in the process.

How Acerta’s digital strategy increased the number of registered starters by 25%

Becoming self-employed is not something you have to do all by yourself. HR service providers like Acerta provide a range of essential services for starters, including payroll, HR, legal advice, and more. To persuade entrepreneurs, they set up an intricate strategy that includes online and offline channels. Acerta called in delaware’s expertise and support to strengthen and expand the digital aspects – with great success.

[VIDEO] Spadel: a new CRM to better meet the needs of the field

Thanks to the new SAP Cloud for Customer CRM, the Spadel group’s sales teams are now equipped with a more efficient tool to carry out their mission. delaware took care of the implementation. Here’s how the collaboration went.

My Pierret: an online platform for happy customers

From its head office in Transinne, the Pierret group brings a breath of modernity to the windows and doors sector, producing a range of stylish and innovative products. The digitalization of the company included the development of an online platform and was carried out in partnership with delaware. The platform has become a key tool for Pierret and its partners, and it’s the go-to communication channel for customer service.

Putting data to work: the origin story of VDAB’s API Center of Excellence

VDAB, Flanders’ public employment service, is on a mission to activate people and connect employers with the right talent. With new digital players like Indeed, LinkedIn, ZipRecruiter, etc. flooding the playing field, the organization faces a major challenge: how can it remain relevant for the ecosystem and its stakeholders while staying true to its public duty? The answer: by repositioning itself as an ‘employment data orchestrator’ for employment partners and citizens. delaware was happy to lend a helping hand.

How UZ Gent improved communication and collaboration with a digital workplace

Every day, UZ Gent’s ICT team caters to the needs of an incredibly diverse population: colleagues from both medical and non-medical departments, students, patients, subcontractors, and more. Their diverging profiles often made it challenging to provide continuity, structured communication, and ways to collaborate in a secure and device-friendly way. The hospital was looking for a new digital workplace to streamline those processes, and found the solution with long-term partner delaware.

Seeing the forest for the trees: WeForest upgrades its Salesforce experience

Established in 2010, WeForest develops science-backed climate solutions in the form of reforestation projects. Their vision? A world where communities and nature sustainably thrive together to stop global warming. At the time of writing, WeForest is regenerating over 51,000 hectares and growing 82 million trees across 3 continents. By 2025, they aim to reach a total of 100,000 hectares (100 million trees). To keep track of its many sponsors and donors and stay on top of fund allocation, the organization appealed to the Cloud Innovation team, now a part of delaware.

Permeated with sales innovations: Ecco Products' switch to Salesforce

Ecco Products, a developer and manufacturer of ecological solutions for water management and landscaping, is growing fast. As always, that comes with its fair share of challenges, from guarding product quality to scaling and optimizing sales processes. To stay ahead of the curve, the company decided to swap its legacy CRM for a full-fledged Salesforce solution. And that’s where Cloud Innovation, now part of the delaware family, came in.

Dossche Mills ups contract signing rate from less than 50% to 87% with Salesforce CPQ

With over 5,000 customers in more than 50 countries, 1,200 products and 1 million metric tons of wheat processed annually, Dossche Mills knows a thing or two about complexity. To streamline its quote-to-cash process, the family-owned producer of bakery ingredients reached out to delaware. The goal? Reducing the time spent creating quotes, improving the contract signing rate, and freeing up the sales team to engage in active selling. Here’s how business insights, industry expertise, and a carefully considered implementation of Salesforce CPQ made it all possible.

[VIDEO] Joris Ide: a steel future with a digital touch

Joris Ide has steel construction down to a tee. The Belgian-based company’s steel panels, tiles and profiles are used in a variety of sectors, from agriculture and industry to residential. Apart from its high-quality products, Joris Ide stands out for its focus on customer service. Recently, the company embarked on a digital journey with delaware and SAP to bring its customer experience to new heights – all while also boosting internal efficiency.

Avant la lettre: AMP analyzes and predicts newsdealers’ sales

In the early hours, while most Belgians are still sleeping, AMP’s drivers hit the road to distribute over 6,000 magazines and 180 newspaper titles to newsdealers all over the country. However, the company's goals go beyond a speedy delivery. As soon as the papers grace the stands, AMP examines each newsdealer's sales activities, so they can predict market needs, streamline business processes, and optimize customer experience.

[VIDEO] Digital tools at Dura-Line lead to effortless customer experience

It started with a simple update of the website, but it ended up being much more than that. Faced with the challenge of making highly technical information easily accessible, digestible and ‘fun’, Dura-Line’s marketing department teamed up with delaware. Together, and with the help of best-in-class digital tools, they laid the groundworks for a company-wide focus on customer experience. A feat whose impact is felt way beyond the customer-facing realms of sales and marketing.

How RMB’s data strategy maximized its clients’ advertising ROI

Régie Média Belge (RMB) is the second largest advertising agency in the French-speaking part of Belgium. A few years ago, the organization decided to implement a new business model and give data a more central place. Eventually, that updated strategy improved internal operational efficiency, and enabled customers to maximize the value of their advertising space. To make that data-focused approach sustainable in the long run, RMB partnered up with delaware.

Benoît Loffet, Senior Manager Data & AI at delaware and Massimo Papa, Deputy General Director at RMB

Our daily bread: how La Lorraine Bakery Group uses IoT to grow sales

Does this sound familiar to you? After a long work day, you’re rushing to the supermarket to get some bread, only to arrive at an empty shelf. For La Lorraine Bakery Group (LLBG), these missed sales are a major source of frustration as well. As part of a DEL20 project, LLBG IT manager Bart D’haese went looking for ways to improve the coordination between supply and demand. The company’s goal is to improve its sales by at least 5%.

How Standaard Boekhandel boosted its retail resilience

Combining digital prowess with compelling in-store experiences, Standaard Boekhandel’s approach to omnichannel has its competitors – both online and offline – reeling. The retailer’s digital transformation, which started in 2017 and is continuously being optimized ever since, is a clear example of the advantages of long-term thinking. At its core: a powerful content management tool, a state-of-the-art e-commerce platform, and a tight-knit partnership with delaware – all of which proved their worth when the coronavirus pandemic hit.

Demetris streamlines its customer data processes with My D-Hub

Demetris was founded in 2000 and has since been part of the BNP Paribas Group as a subsidiary of BNP Paribas Fortis. The mediator in mortgage credit specializes in realizing mortgage loans from BNP Paribas Fortis. For this, Demetris works together with more than 900 mortgage brokers across Belgium, through three commercial offices and five commercial representatives. In order to make their internal collaboration processes more efficient and digital, Demetris partnered with delaware to optimize their use of the digital workplace and centralize their customer data into one easy-to-access platform, called my D-Hub.

How WM Supplies’ new B2B portal can help others boost customer experience

WM Supplies is a family-owned company that has supplied essential products to the healthcare sector for over three decades. To offer its customers greater control over the ordering process and respond to the urgency of the COVID-19 pandemic, the company has teamed up with delaware to develop a transparent B2B portal that seamlessly integrates with its SAP ERP system. Companies in other industries will be able to benefit as well.

Recticel unrolls self-service portal for exceptional customer experiences

The era of faxing an order and sending it to suppliers by mail is behind us. But even today, plenty of inefficient phone and e-mail tag still occurs between customers and suppliers. The self-service portal that delaware is rolling out for Recticel Insultation proves that customer communication can be done smarter.

Focusing retail marketing efforts on the most promising customers

Not all customers are created equal. Some will purchase from your business once and then move on. Others will return again and again, stay loyal to your brand for years – and instill this loyalty in their friends and families. As a result, it only makes sense to target the most profitable – and not necessarily the largest – segments. But how do you pinpoint those segments and determine their needs and preferences? We helped a mid-sized Belgium-based fashion retailer achieve this through the power of customer intelligence.

Netafim builds loyalty-driven customer relationships based on Effortless Experiences

When it comes to business interactions, a smooth, seamless and intuitive customer experience trumps any ‘wow factor’ you can provide. With this in mind, precision irrigation solutions firm Netafim, in co-creation with delaware, set out to completely transform the way they work with farmers and distributors to build loyalty-driven customer relationships.

NMBS: finding the best ways to inspire repeat purchases

Repeat customers are happy customers that generate more value in the long term, and even have the potential to become ambassadors for your business. But just because you convinced somebody to buy a product once doesn’t mean you can easily persuade them again. In partnership with delaware, rail service organization NMBS Europe set out to discover the best moments to reach out to the most promising customers in order to secure repeat purchases – and foster valuable, long-term customer relationships.

How Barco and Qualtrics enable bright outcomes through ‘experience management’

As one of the leading providers of networked visualization solutions for the entertainment, enterprise and healthcare sectors, Barco is all about creating unique experiences. However, its global presence and vast customer and employee base make tracking and managing those experiences a challenging task. In its quest for a centralized end-to-end solution, Barco discovered Qualtrics – the #1 tool for experience management. To ensure the smooth rollout of Qualtrics across all departments, Barco enlisted a trusted local ally: delaware.

Unlocking the potential of data science in retail at Distriplus

What if we could orchestrate online and offline customer behavior with data science? For many retailers, that dream will probably remain a dream for the foreseeable future. Beauty and care retailer Distriplus (Di, Planet Parfum) decided to make it a reality – now. Together with delaware, the company built a proof of concept that would allow it to analyze buying patterns and detect cross-selling opportunities, not online but in its brick and mortar stores.

Stage Entertainment puts audience in the spotlight with AI

Producing musicals for international audiences is a complex business. Significant time, effort, expertise and money go into every production. This makes it crucial to attract as many people as possible to every concert to recover costs and ensure profits. With the help of delaware’s AI team, Stage Entertainment took a cutting-edge approach to meeting the needs of specific target groups.

Meet ‘Hi Accent’: the first job robot for Google Home

As a member of the DEL20 community, Accent Jobs teamed up with delaware to launch the first-ever job robot for Google Home in Belgium. The result is ‘Hi Accent’, a chatbot that helps jobseekers look for suitable career opportunities just by talking to their smart devices. Since the start of the pilot project, ‘Hi Accent’ has evolved into a fully-fledged use case that strengthens Accent’s position as a leader in digital recruiting.