SpangenbergGroep Boosts Operations with LeadDesk: Simplified Multilingual Campaigns and On-Demand Support

SpangenbergGroep is a leading company specialized in customer service outsourcing and optimization, based in the Netherlands. The company helps organizations improve their customer service operations, ensuring exceptional accessibility and quality. Its offerings include comprehensive outsourcing solutions and strategic consultancy, tailored to meet the unique needs of each client. 

Need: Upgrade to a Flexible, All-in-One Calling Solution 

In 2015, SpangenbergGroep relied on a VoIP PBX system primarily designed to manage inbound calls. As the company began planning to expand its services to include outbound calling, it became evident that their existing system lacked the necessary flexibility. The limitations of the system were particularly problematic because the company sought a fully online, integrated tool that wouldn’t require additional hardware—a capability that was uncommon at the time but offered by LeadDesk. 

They identified several needs which they needed to overcome: 

• The VoIP PBX system was not flexible enough to support outbound calls efficiently. 

• A fully online solution was necessary, without relying on extra hardware. 

• The existing system posed challenges in scaling both inbound and outbound services. 

“At the time, we needed a solution that could handle both inbound and outbound calls without additional equipment, which wasn’t common,” noted Floris Spangenberg, CEO of SpangenbergGroep. 

The Solution: All-in-One Cloud-Based System with LeadDesk 

SpangenbergGroep needed a solution for their expanding contact center and chose LeadDesk. After evaluating various options, they selected LeadDesk for its cloud-based platform that efficiently handles both inbound and outbound calls. LeadDesk’s user-friendly interface and flexibility as a start-up made it an attractive option.  

In summary, SpangenbergGroep’s partnership with LeadDesk brought:  

• Combined inbound and outbound calling in a single, online platform.  

• No need for additional hardware  

• Close communication and personalized support from LeadDesk.  

“We liked that LeadDesk was developing rapidly and had a great team that was quick to respond to our needs.” – Floris Spangenberg 

Results: Improved Efficiency and Multilingual Support with LeadDesk 

Since implementing LeadDesk, SpangenbergGroep has experienced notable improvements in their multilingual inbound services. The platform has streamlined and sped up launching new campaigns and projects. Additionally, LeadDesk’s ongoing updates and new features have further enhanced their operational efficiency. 

Key Results: 

• Faster Project Launches: SpangenbergGroep can now initiate new projects more quickly and independently. 

• Efficient Multilingual Campaigns: The platform manages multilingual campaigns effectively, enhancing service delivery. 

• Consistent Support: The LeadDesk team provides reliable and continuous support, ensuring smooth and efficient operations. 

“LeadDesk allows us to start projects swiftly, which is essential for our fast-paced environment. Their team is always ready to assist when needed.” – Floris Spangenberg 

Future Plans 

SpangenbergGroep looks forward to continuing its partnership with LeadDesk, anticipating further developments in AI and automation that could enhance the efficiency and scalability of their customer service operations. 

“LeadDesk’s fast pace of development keeps us excited about future possibilities, especially in AI and automation, which will only make us more efficient.” – Floris Spangenberg 

About the Contributor 

Floris Spangenberg is the CEO of SpangenbergGroep. With a background in marketing, communication, and psychology, Floris has been deeply involved in the customer service industry since helping his father’s consultancy. His focus is on managing customer service outsourcing and offering strategic advice to optimize client operations.