Successful self-service portal that increases customer satisfaction

20%

more fines submitted

250,000

fines handled

100%

automatisch proces

20%

more fines submitted

250,000

fines handled

100%

automatisch proces

Selfservice portal

Technology

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."

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Solution

Succesful client portal

Freshheads and Appjection built “Mijn Appjection”, a client portal for customers that always provides insight into the status of their legal process. In addition, we improved the intake flow, which revolves around uploading the fine. “Freshheads made it clear where in that process people dropped out and removed all those drop-out moments”, according to 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 a fine has increased by 20%. Shortly after going live, Appjection even had to stop Google Ads because the lawyers could not handle the stream of submitted fines. Gerrit Jan: “Endless automation, getting as much done as possible without human intervention, that is what Appjection is good at. This created a gap in user experience that Freshheads completely closed. Customers now experience more peace of mind and control regarding legal hassle.”

Collaboration

Fast and constructive

Gerrit Jan: “The collaboration is constructive and open. We switch super fast and completely back the fast development cycle with pilots. It feels like we have three extra colleagues who happen to be working remotely.”