case ◇ customer portal for elite klimaat groep
a portal where customers book themselves
From first sketch to mijn.eliteklimaat.nl in one month: a customer portal that proposes appointments when the service van is already in the area.
- client
- Elite Klimaat Groep, climate installations
- role
- design, build and operations, one builder
- approach
- own portal on the existing CRM environment
- build time
- 1 month from start to live
- status
- live at mijn.eliteklimaat.nl
the brief
Elite Klimaat installs and maintains climate systems. Every appointment ran through the phone: the customer calls, the planner searches, someone calls back. That costs the back office hours and the customer their patience.
The brief was not a portal for the sake of a portal. It was: let customers help themselves without breaking the planning that already exists. The CRM environment stayed in charge; the portal had to plug into it, not live next to it.
the booking flow
The heart of the portal in thirteen seconds. The customer picks from three proposals the route logic already found, and books in one click. The slots land on days the engineer is already in the area; every booking is one the planner no longer has to puzzle out.
the screens
Four screens carry the whole portal: dashboard, maintenance, faults and documents. No manual required, including for customers who rarely touch a computer.
under the hood
The portal is deliberately thin: a safe layer on top of what was already there. Bookings land straight in monday CRM, the route logic reads the calendar and works out which slots are smart, and the portal shows only what the customer needs.
That is why this was not a year-long programme. No second source of truth was built; the CRM stayed the source and the portal is its well-kept front door.
the result
From start to live within a month, for under five thousand euros. Customers have been booking themselves in ever since, on days that already suit the route.
beforeCalling during office hours and waiting for the planner.
nowThree proposals, one click, confirmed.
beforeA folder of emails, a folder of invoices, and calls for the rest.
nowEverything on one screen, after hours too.
beforeA queue, a phone menu, and telling the story twice.
nowReported with photos, straight to the planners.
beforeRescheduling took two phone calls.
nowRescheduling takes two clicks.
Tico really got us out of a bind. He professionalized our IT landscape and made it a lot more robust, on his own and fast. Whenever something comes up, he's there, morning or evening. And he trains us to handle maintenance ourselves, so we depend on him less.