Customer Case | Waal Built Customer Relationship Portal

More than a brick and mortar service

Dutch construction company, Waal, believes their industry is about far more than just laying bricks. Their mission is to ‘build by connecting people’ with every aspect of their process, maintaining as much transparency as possible. Ensuring customers have access to issue reports or direct contact with construction specialists is vital to their mission, even long after a project is completed.

Joris Raaijmaakersand and fellow Supply Chain Manager, Daan van Norel, saw that the organization’s mission was crystal clear but lacked a viable online system to keep customers and contractors in the loop.

Lost in translation

Without any digital solutions available, Joris and Daan needed to connect with multiple different parties including buyers and construction specialists on a daily basis to provide extensive information around projects. Even after a project is completed, customers often reach out to Waal to report possible issues via phone or email which had to be registered in Microsoft Navision. The process was time-consuming, prone to errors, inflexible and not customer friendly.

Information could easily be lost in the chain of communication and Waal was forced to be responsible for acting as the middleman between customers and construction specialists. Rather than buy into a third-party solution, Waal contacted Betty Blocks to build an application that was 100% tailored to their needs. Specifically, Joris and Daan wanted to build an application themselves which no-code would allow them to do.

Taking matters into their own hands

Following a 5-day training program at Betty Blocks to familiarize Waal’s team with the platform, Joris and Daan got development underway. Joris understood that Waal needed a solution perfectly customized to the company’s exact needs which is exactly why he wanted Waal to handle the project themselves.

“We know our workflow best and we don’t want to have to explain it first to others. We know that we’re not going to get it right the first time so let’s avoid discussion about additional work. We just know our customers best.” - Joris Raaijmaakersand

Betty Blocks checked in regularly, providing help where necessary but the team at Waal proved to be more than capable. Within just 3 days, the first working version (MVP) was up and running, ready for some real-world testing.

“It was a test for us too and also a new way of working,” says Joris. “We accepted the challenge because we had to invest very few resources. We feel the results are superb!”

Key features of the application

100% custom made

Built for Waal, by Waal, for Waal's own customers needs

Reporting & ticketing

Tasks, issues, and messages are assigned to the right people without the need for email

Instant communication

Everyone, including clients, are automatically updated when changes or updates occur

Low investment, big pay off

Their new, self-built customer relationship portal proved itself early on during testing. Now, when a customer has an issue, they can report it online themselves where it is logged securely in the system. The appropriate construction specialist, who automatically gains access to all of the accurate information. With no middleman, nothing is lost in the chain of communication.

The specialist makes an appointment with the customer, and can easily update the status of the issue in the app. The whole process is transparent, fast and customer-friendly, and managed by Waal. While this system protects data, the main benefit for Waal’s team is the time-saving element. With instant communication, potential hours of time spent searching for documents or mails (per customer) is completely eliminated.

More than a brick and mortar service

“The way of developing as we have done with the Betty Blocks platform is the new way of application development, if you ask me. No time lost in design and development, but rapidly creating tailor-made applications all within a single platform.”

Lost in translation

Development facts

Taking matters into their own hands

Key features of the application

Low investment, big pay off

Start aligning business and IT

Waal Cuts Costs for Their New Relationship Management System by 50% with No-Code

More than a brick and mortar service

“The way of developing as we have done with the Betty Blocks platform is the new way of application development, if you ask me. No time lost in design and development, but rapidly creating tailor-made applications all within a single platform.”

Lost in translation

Development facts

Taking matters into their own hands

Key features of the application

Low investment, big pay off

Start aligning business and IT