APPJECTION

Successful customer environment that increases customer satisfaction

Each month, Amsterdam-based Appjection contests over 7,000 parking and traffic fines that drivers upload via Appjection.nl. Using the most up-to-date legal grounds, the company's lawyers craft objections, often with success. It runs like clockwork. However, there was one area where Appjection saw room for improvement: customer experience. Gerrit Jan van Ahee, co-founder of Appjection, explains: "Our digital process is fully automated, thus highly functional. We forgot to step into our users' shoes, and they sometimes ran into questions or confusion."

English

interactive

Award

Red Dot

Award

Digital

Impact

Award

Digital Impact

Award

Industry

Other

Phase

Validate, Develop

Solution

Self-service portal

Brainstorm with Rens

Rens contributed to the customer environment of Appjection.

Do you have any questions, a challenge, or a good idea?

Email Rens

Solution

Successful My Environment

Freshheads and Appjection built 'My Appjection', a my environment for clients that always provides insight into the status of their legal process. In addition, we improved the intake flow, which focuses on uploading the fine. 'Freshheads made it clear where in that process people dropped out and removed all those drop-out moments,' says Gerrit Jan.

Result

More happy customers

In short, the result is: more customers and higher customer satisfaction. Since the new intake flow, the number of people successfully submitting fines has increased by 20%. Shortly after going live, Appjection even had to stop Google Ads because the lawyers couldn't handle the influx of submitted fines. Gerrit Jan: “Endless automation, achieving as much as possible without human intervention, that is Appjection's forte. This created a gap in user experience that Freshheads has completely closed. Customers now experience more peace of mind and control over legal hassles.”

Twee vrouwen die samen op een scooter rijden

Appjection app op mobiele telefoon met quote: 'The right information at the right moment'

"This is exactly the right time to submit this case. It stands firm, and the creators can show results that will impress the jury."

Expert Jury Dutch Interactive Awards

Collaboration

Quick and constructive

Gerrit Jan: "The collaboration is constructive and open. We switch gears very quickly and fully support the rapid development cycle with pilots. It feels like we have three extra colleagues who just happen to be working remotely."