Treating the Dutch Heart Foundation's clients with the utmost care
Every organization has its own unique lifelines. If something goes wrong, a problem arises almost immediately. For a factory, for example, that’s production; for a trading company, it’s sales results; and for the Dutch Heart Foundation, it’s public education! That’s why we’re proud that Alistar manages the Dutch Heart Foundation’s public education module. We spoke with Erik Verlaan, application manager at this well-known foundation, about it.
Why is education so crucial?
That was the first question we asked Erik, and he responded as follows: “Education is central to our foundation’s purpose. We receive a wide variety of calls about heart problems and health. For example, we’ve recently received many questions from consumers regarding cardiovascular disease and COVID-19. Without providing sound answers to our supporters, we could suffer damage to our reputation. So, we must always provide information, and if we do so effectively and in a trustworthy manner, people and organizations will continue to support us.”
The information module as part of Dynamics 365
There is a team of information specialists who use the information module. Working in rotating shifts, they handle phone calls and emails, answering questions. This client data is stored in a secure, centralized environment so that clients can be assisted even better in the future.
Eric on the collaboration
Handling client inquiries professionally requires knowledge and expertise. Here’s what Erik has to say about it: “Setting up an information module efficiently—and, above all, securely—is quite complex. Fortunately, Tim Gerards, Alistar’s technical CRM consultant, understands the technology behind it and makes it work for our outreach staff. Since Tim has been involved in the outreach project from the very beginning, he provides us with excellent support, even with more challenging issues. At the Dutch Heart Foundation, it’s all about health—and therefore involves privacy-sensitive data. That’s why the question-and-answer process must be robust. Everything we communicate must always reach the right people.”
“I myself worked as an implementation consultant for many years, so I recognize the complexities that exist in applications. I’m not only impressed by the level of expertise among the people at Alistar, but especially by their perseverance. As a result, the number of incidents is very low.”
Erik Verlaan, Application Administrator at the Heart Foundation
What does "cli" mean?Data for the future?
People who reach out to the Heart Foundation can be helped even more effectively if individual profiles are created. “In the past, marketing communications often focused on conveying a general sentiment—for example, about an older person who was sick. Nowadays, we want to make people more aware of their lifestyle and health. The more data we collect during that initial contact with the information department, the more personalized our service can be. So there are promising opportunities for us to continue working together in the future,” Erik concludes.
About the Heart Foundation
Virtually every Dutch person is familiar with the Heart Foundation. But did you also know that they have a very clear campaign to make the Netherlands safer for the heart, and that at the bottom of the homepage You can also calculate your own BMI? Go for it! Because your health isn't just in the hands of the healthcare system—it's also in your own hands.
