Impact Report 2018 StreetwiZe • Mobile School

profesSionalisinG THE STREETWIZE BACK OFFICE
01/01/2018 • 31/12/2018
Kim Swyngedouw
Joyce van Eijndt
Ine Stessens
StreetwiZe clients
Leuven / Belgium
Part of growing as an organisation, in numbers
as well as in maturity, means professionalising
your back office.
The challenge for us is to do this while keeping
administration to a minimum and - by all
means - without upsetting our customers.
We optimised sales and after sales processes:
we centralised administration, streamlined
internally while keeping it all lean. The backoffice
now produces all work orders and carefully
follows up until signature. Our customers
receive a summary of all evaluations and a
wrap-up of the session to share with the participants.
In 2018 we also set out the goal to create a new
Salesforce environment. The old environment
needed such a large ‘make-over’ and clean-up
that we decided to start an entirely new one.
Another improvement was the creation of an onboarding
document for new StreetwiZe trainers.
Among other things it contains a ‘who is who’
and a step-by-step plan to guide new trainers
from gradually immersing themselves in the
workshop content to eventually performing
workshops by themselves.
IMPACT
Customer delight & satisfaction
Instant, detailed and accurate data output
We took advantage of the opportunity to create
new page lay-outs, more apt to what we do and
New trainer support
designed with a focus on output. We will update
fields and rethink ‘input convenience’. All
will serve the necessary outcome: reports and
dashboards that give us performance and impact
figures at a glance. The project had some
delays, so we will continue building this new
environment all through 2019.
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