Professionalism and efficiency are key

Twenty-eight years of experience in the real estate market have made contractor Furnibo a powerhouse when it comes to residential and commercial construction projects. With an a-to-z approach, the West Flemish company focuses on unburdening the developer and his clients. A strong customer support is of the utmost importance. “We want to be there for people from beginning to end, during big and small decisions in the building process,” says co-owner and CEO Steven Maeyaert. “With Ziggu we can.”

What should customer support be, according to Furnibo? “Professional,” Steven says. “You can’t let just anybody handle your clients. We have three people in our customer support team with the right skills for the job.” If he could throw in another keyword, it would be ‘efficiency’. “When we work more efficiently, our customers are happier. That applies to all our activities in the company, but more so when it comes to customer support.”

“It’s always been our vision to communicate honestly and correctly with customers, but we lacked the right tool to fully commit”

Steven Maeyaert
Co-owner and CEO Furnibo

Too much noise  

Furnibo has always focused on professionalism and efficiency – but in the past, the company missed something to walk the talk. “Our relationship with customers was too business-like,” Steven says. “It went like this: ‘this building phase is done; here’s the bill’ or ‘time to choose a kitchen’. That was it, and we regretted that. It’s always been our vision to communicate honestly and correctly with customers. But we lacked the right tool to fully commit – and to open up that communication beyond what was necessary.”

And on the administrative side of their customer service, there was just too much noise, Delfine Vermoote of the support team mentions. “If we had to look for a certain e-mail or specific document, we were looking for the proverbial needle”, she says. “We scratched our heads whenever we took over a project from a colleague – looking for answers in someone else’s mailbox is far from ideal.”

“If a customer asks us a question, we can easily access their file and come back with the right answer”

Delfine Vermoote
Customer Follow-up

Everything in one place

Enter Ziggu. Steven keeps the story of their encounter short and sweet: “We crossed paths at the right time. We were looking for an efficient, sharp, digital tool and voilà, Ziggu turned out to meet our requirements.”

For the customer support team, the digital platform was kind of a relief. “All documents, client data, and sources of information are now gathered in one place,” says Delfine, pleased. “There’s one system in which we can find everything. If a customer asks us a question, we can easily access their file and come back with the right answer. It’s become less difficult to follow up on customers and their decisions as well.”

Boost engagement

Ziggu’s platform is not just an advantage for Furnibo. Delfine and her colleagues notice that customers benefit from it as well. “Like us, they enjoy a clear overview of their administration. When they go to a showroom to choose a kitchen, they have all the building plans on their smartphone via Ziggu.” Clients also quickly adapt to the digital platform. “It’s very user-friendly. As a result, people react positively.”

News updates turn out to be a crucial source of happiness for a lot of customers. “At least once a month, we post a new message about every construction site. Usually, we share photos or a video, and a few words about a finished part of the building process”, Delfine explains. “It’s a nice way to keep people up to date and boost engagement. We notice customers really appreciate it. Whenever we post a new message, people look at it the very same day. That says it all, doesn’t it?”

An essential partner

Ziggu has become crucial for Furnibo. “Ziggu has become an essential partner for our company,” Delfine says. “And”, Steven quickly interjects, “it’s just how we work. End of story. All our projects run on the platform. If a property developer doesn’t want that, then there’s no room for discussion. We are convinced Ziggu brings value to the table.”

“All our projects run on the platform. If a developer doesn’t want that, then there’s no room for discussion. We are convinced Ziggu brings value to the table.”

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Ziggu’s platform is intertwined with Furnibo’s approach to unburden developers and their clients as much as possible. Delfine and Steven see a similar vision within Ziggu. “Ziggu meets our requirements when it comes to giving the best possible care to our customers. So in that way, they unburden us”, tells Delfine. “We also get quick responses to any questions we raise. Plus, they leave enough room to discuss feedback. Our voice is taken into account for future updates and expansions.”

A real partnership – Steven calls the collaboration with Ziggu. “At Furnibo, we find it really important to know that our values match those of our partners. Quality, professionalism, and efficiency are important elements to look for in another company. We have found that in Ziggu. We share the same vision and together we’re moving forward.”