What is the progress report on Operations? Time for an update by Directors Michel, Christopher and Kim

Halfway through 2024, what is our status in relation to Fiberklaar, Customer Connect and Wyre & Synergy? We asked our Operations Directors Michel Dehandschieter, Christopher Kyndt and Kim Loffens for a progress report on Operations. 

Fiberklaar: temporary delay 

While we are performing well based on predictions, we are behind budget because of the slower construction pace which is largely due to the bad weather and delays in obtaining permits in the run-up to elections. We are on schedule for home connections and performing almost twice as well as our biggest competitor.

“Despite the slower construction pace in the spring, we expect scale-up and acceleration in the autumn. The goal is still to meet the set annual target.” – Michel Dehandschutter

Customer Connect: successful management

Under the Customer Connect Project, we are working on 11 projects for 17 customers. A few notable cases:

• For Unifiber , our FTR continues to increase – we were awarded 5 additional cities. In addition, we have an agreement with Unifiber and Proximus to do Home Connect and Home Activation on the same day: a good thing for the customer. Without our powerful Service Cruiser tool, this would of course have been impossible.

• For Fiberklaar we will manage the back office for Planning and Dispatch, for Circet and Verbraeken Infra last mile Home Connections. Again: without Service Cruiser this would not be a feasible prospect.
  
  
• We have almost doubled our technical team for Proximus Home Activations. This has required a lot of effort from our support services – thank you for this! The results are impressive: better figures, fewer lost hours and a satisfied customer. After all, our KPIs have always remained at top level.
  
  
• We support Fluvius in the switch to digital meters for water, gas and electricity. Because our competitor could not handle the workload, we were allocated 70,000 extra swaps.
  
  
• Installation of approximately 1,000 charging stations/month, unparalleled volume in Belgium and beyond. Many new customers, such as Blossom and Allego, benefit from our 24/7 maintenance assistance.

“With our rock-solid team and the unique, high-performance Service Cruiser planning tool, we can manage several challenging Customer Connect projects that put customer experience first!” – Christopher Kyndt

Wyre & Synergy: challenging collaborations 

Wyre is one of the most challenging contracts to date, with many ups and downs in the preparatory stage. The plan is to start after the summer, with the support of Circet Projects and Circet Morocco.

We are joining forces within the Synergy team, led by Jamal Markab. This team focuses on complex partnerships that also involve competitors. In doing so, we are able to improve our collaboration and increase efficiency.

“Wyre gives us the opportunity to overcome obstacles and collaborate on innovative solutions.” – Kim Loffens