International customer support center

Daniël Vonken

#BruynzeelOffice

What do you perceive?

Education

Personality

Experience

Values

Habits

Prejudices

Multiple perceptions and culture

How to create an international office fit for purpose?

The project so far…

Jasper Hunnekens

Manager Sales Support: 1 pers.

Country Coördinators: 3 pers.

Support Team DE +/- 6 pers.

Support team NL +/- 5 pers.

Support team EX +/- 6 pers.

Support Team BE +/- 4 pers.

Increase efficiency Save costs

Share knowledge

Less face-to-face contact Longer lines of

communications No physical office in

countries

The prepwork

Analyse activities of the people in the office What should they be doing?

Include people in the process Involvement of key people is key Interesting ideas by the users themselves No top down approach unless strictly neccesary

Language issues

Business Ethics

Optimise procedures

Sharing information

Managing changes

Labour law Current

contracts

Suitable location

Interior layout

Physical location

Legal matters

Communication

Cultures

Suitable location

Interior layout

Why Roermond?

Close to the border of DE/BE Close to Bruynzeel HQ Fit to Euregio

Why Buitenop 8?

The space available Comfortable location (the view is not too

bad)

Medium interactive

Low/high interactive

Meetings

Short-term medium interactive

Storage

Hard to find conclusive information regarding labour laws

Secondment construction Contract commitments locally

Labour lawCurrent

contracts

Four languages

Dutch, English,German &

French

Effect on information

Effect on IT hardware

Three cultures

NL – direct, rude D – precise, correctB – polite, modest

•Language issues

•Business Ethics

“If you can’t change it,

change the way you think about it”

What is wrong?

4e etage 4th Floor

•Optimise procedures

•Handling information

•Managing changes

Communication

•Optimise procedures

•Handling information

•Managing changes

Handling information

The ground rules of information All information available digital No duplicate information Server based in HQ – Virtual desktop accessible Only laptops

No need for IT guys in the office!

Communication

So they did not make a

single mistake...?

On hindside, it is easy

to tell this

story!

And what did you learn after a few

weeks?

Experiences so far

The devil is in the details There is no such thing as common business IT and IT support is critical, especially in the start-up phase House rules: less is more, as long as people feel responsible Internationalisation works from day one! Spacefulness enables knowledge sharing and future growth

The open ends…

English course Functional vegetation Process optimisation Integration Belgium Every end which beginning has not yet started...

Spacefulness

Patrick Altena

Trends in working environment

The new way of working

Flexible workspaces

Inspiring office

Characteristics of these trends are :

Employees do not have their own workplace Employees are (partly) free to choose when and where to work

Clean Desk Policy

Efficiënt and effective use of m2

ICT and digitalisation important to enable employees

Less use/storage of paper (not paperless)

Meet and communicate with colleagues

What is it we do at the office ?

Work, create, absorb and share INFORMATION

Digital information

Physical information

What needs to be stored at the office?

Work in progress Files Documentation Office supplies Tablets / Mobile Phones /key board Private stuff (jacket, lunch, bag)

Lockers Library Wardrobe Shelves

Meeting point

Pantry Own ideas

How nice would it be to have all these functionalities combined in one system ?

Spacefulness

Spacefulness for your organisation

Effective and efficient use of m² = cost reduction (save 50% space for storage)

Quick access to files = cost reduction (you know where to go)

Better working environment = higher productivity (acoustics, secure storage , accesibility)

Inspiring office environment = fit to image

Spacefulness International Customer Support CenterOCI = ca. €10.000 annually per FTE (NL)

Ca. 40-50% cost related to occupied space

5% space saving

Max. 27 FTE

6000 Euro savings annually

Questions?