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Feenstra Verzekeringen advises both individual and business clients and is particularly well-known for its taxi insurance. The firm has been in business since 1963, when it was founded by Hans’s father. He now runs the firm himself, and his daughter Mandy also works there. Service is always their top priority. “Clients know where to find us and are always welcome to call or drop by if they need anything,” he says.
For Feenstra, personal contact is therefore a must. But because of severely outdated software, this sometimes took more effort than necessary. “Everything was done manually. For example, when we received a call asking for a new customer’s address, we had to look it up quickly on Google,” Mandy laughs. Time-consuming and, on top of that, prone to errors!
It was clear that it was time to switch to a new system. But which one should they choose? Mandy and Hans did their research thoroughly and sought advice from their network. “The name ANVA came up often and was mentioned by several firms as a reliable partner with good service,” says Hans. That inspired confidence, because commitment was a key priority for the firm.
“A transition like this is pretty nerve-wracking—we’ve never done it before! So you want someone by your side who understands that you have a lot of questions,” Mandy adds, echoing her father’s words. “We hit it off right away with Koen and Naomi (Account Manager and Lead Consultant at ANVA, respectively—ed.). We could always call them and really felt like they were there to help us.” The prospect of ongoing development with ANVA 6 also gave us a good feeling.
Although they weren’t quite sure what to expect, the transition turned out to be surprisingly easy. They first drew up a plan together with Naomi. “To prepare, all I had to do was figure out what to keep and what to leave behind from the old system—that took just one day over the weekend,” Hans says enthusiastically. Next, they carried out a test migration, which went 95% smoothly.
Data that hadn’t been imported correctly the first time could be corrected all at once. As a result, everything was up and running within a day. What’s more, the system offered more functionality than expected. Mandy: “In our old system, we had a notepad for customer notes. We thought that feature would be lost, but a solution was found after all. That really exceeded our expectations!”
Not only was the migration a breeze, but the adoption also went much faster than expected. “We were told it would take two to six weeks to get used to it. But the migration took place on Tuesday, and by Friday afternoon, we were both already thinking: ‘This is actually working really well.’” According to Hans, that’s the beauty of ANVA 4/5—everyone at the office got used to it in no time.
The benefits of ANVA became apparent almost immediately. Features such as the RDW integration, automatic address validation, and caller ID make the work easier. “When a customer calls, we immediately have their entire file in front of us. You can see right away what was discussed previously. That makes things so much easier,” says Hans.
Mandy explains that they’ve also noticed a clear difference in the administrative burden. “Whereas it used to take us 5 minutes to prepare a quote, we’re now done in 2 minutes.” They put that extra time to good use right away. “You’re much more likely to pick up the phone to give a client a quick call, whereas before we would have sent an email.” In addition, the standard letters save the office a lot of time every day.
Where has the biggest improvement been? Hans sums it up perfectly. “It’s not just one feature that makes the difference. It’s the big picture. Everything works faster, is more organized, and makes more sense. With ANVA, we’ve truly leaped 30 years into the future in one fell swoop.” As a result, the family-owned business can do even better what it has been known for for over sixty years: providing personalized attention to customers.
Would you like to follow in Feenstra Verzekeringen’s footsteps and switch to software that makes it easier to provide personalized service? And are you curious to find out if ANVA is a good fit for your organization? Feel free to contact us for a no-obligation conversation with one of our sales representatives!
