Van der Heijden Creates calmness
with Client Portal
Van der Heijden case in summary
- Over 1,000 orders per day
- Customer service department under pressure
- New Transpas-TMS requires a client portal
- Client portal live within 6 weeks
- Flexibly customizable real-time status updates
- Significant time savings: fewer phone calls and emails
- Real-time insight for customers of the client in the future
- Customers self-sufficient in the portal
“"At the customer level, we can also indicate which real-time status updates are sent. One customer may want extensive information, while another only needs proof of delivery. In my opinion, this flexibility is also the success of this client portal: you can give everyone what they need,"”Roy van der HeijdenVan der Heijden
Van der Heijden is a family-owned company that has been active in transport and warehousing since 1932. The company is now led by its 3rd generation and has grown into an organization with 165 employees. Every day, their drivers are on the road internationally with over 110 modern, safe, and environmentally friendly trucks. In addition to transportation, Van der Heijden offers facilities for storage, handling, packaging, and order picking.
A key focus for the future is to ease the burden on employees. Roy van der Heijden talks about the manual work: “With over a thousand orders per day, you can imagine that we have to share a lot of information. The phones in the customer service department were constantly ringing, and at some moments, our team had to deal with so many emails that it led to frustrations. An undesirable situation.”
Providing excellent service is a top priority for this logistics service provider. Therefore, Van der Heijden recently acquired a new Transport Management System (TMS). “A TMS system like Transpas naturally requires a next-level client portal. Such a system should easily access information from our TMS & WMS. We were recommended Simply Deliver by the market, and we were specifically looking for a specialist with a focus on logistics client portals. During the demo, we quickly realized that Simply Deliver was the right partner to work with. Besides the extensive standard functionalities they offer, their track record with Transpas integrations spoke for itself,” explains Roy.
Roy was in a hurry and wanted to go live quickly: “And we succeeded. The close communication with the Simply Deliver team certainly contributed to that. Even when you send an email to the support department, you get a solution within a few hours. You can just tell that the consultants have experience with logistics solutions. This standard solution was quickly configured based on our needs. The integration with Transpas is really excellent, and information is exchanged quickly and flawlessly through standard messages. In a rapidly changing market, you need a partner who is open to new ideas and wants to make progress. We found that with Simply Deliver.”
in the portal
Now that the client portal is live, Roy notes that customers are also benefiting: “It starts with order entry. Customers can easily place orders in the client portal and include important information, such as PDF files. They can also track shipments with milestone information and download CMRs. At the customer level, we can also indicate which real-time status updates are sent. One customer may want extensive information, while another only needs proof of delivery. In my opinion, this flexibility is also the success of this client portal: you can give everyone what they need.”
“With real-time information provided to customers, we receive far fewer phone calls and emails. This saves us a lot of time and provides peace in the customer service department. As a result, we have more time to monitor the process. It gives much more direction to the day and reduces frustrations among our employees. In this job market, you want to retain people by offering a pleasant working environment. With the client portal, we support customers and can provide a service that exceeds their expectations. This way, we achieve happy customers and employees,” says Roy enthusiastically.
Now that Van der Heijden is live, the client portal can be further customized for maximum support. Roy explains: “In the short term, we will automatically inform customers and customers’ customers about statuses in the way they want to be informed. Whether it’s by email, WhatsApp, or SMS, it doesn’t matter. For example, if the delivery time changes, you want to proactively communicate this to all parties involved. The customer can indicate in the portal who should see these messages and to whom they should be sent. This makes customers completely self-sufficient, and we become fully transparent. I am convinced that with this flexibility and functionality, we will make a big impact in the market.”
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