Johan de Zutter
Head of Customer Support at Silverfin
Based in Ghent, Belgium
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Seniority
Director
Department
Customer/Client Service
Location
Ghent
Industry
Software Development
Company size
203
Contact information
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j•••••••@silverfin.com
Phone
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Background
About Johan de Zutter
My speciality is creating or reorganizing administrative and customer-facing departments into future-proof, scalable, flexible and customer-centric company assets. Let me know if I can help! Most proud of: 2020 Situation: decentralised administrations in 14 locations Challenge: multiple systems, unclear responsibilities and tasks Action: centralised administration (24 FTE), create uniform processes and systems Result: efficient, centralised team in Lokeren, uniform processes and services for all locations 2012 Situation: expensive in-house customer care team in Connecticut Challenge: realize a significant cost-saving Action: relocated operations to North Carolina Result: annual saving of $ while maintaining quality of service 2010 Situation: customer care teams not wow-ing customers Challenge: improve Net Promoter Score drastically Action: created customer journey maps. Reorganized recruitment. Replaced KPIs and targets. Result: NPS increased with 40 basis points within 1 year 2005 Situation: expensive and fragmented repair centres throughout Europe Challenge: centralize operations with transparent reporting and realize a significant cost-saving Action: replaced repair by swap mode. Outsourced logistics and warehousing Result: annual saving of Increase in customer satisfaction. Clear reporting
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