Stefanini has consistently demonstrated leadership in digital workplace services, achieving high customer satisfaction and retention. In this interview, Rik Demeulemeester, VP of Business Development EMEA at Stefanini, shares insights on what sets Stefanini apart, the drivers behind their success, and the future of digital workplace solutions.
Digital Workplace Differentiation
Question: How does Stefanini stand out in digital workplace services?
Answer: “Stefanini differentiates itself through its customer-first approach and our ability to adapt quickly to the ever-changing landscape of digital workplace services. We focus on delivering innovative, tailored solutions that address both the operational and strategic needs of our clients. Our solutions are fueled by our AI First methodology, enabling us to enhance productivity, automate processes, and provide data-driven insights for smarter decision-making. Our agility in responding to client requirements has been a key factor in our recognition as an ‘Exceptional Performer’ in Belgium and a ‘Strong Performer’ in Europe.”
High NPS Drivers
Question: What do you think drives your high customer satisfaction and strong NPS?
Answer: “Our 2024 NPS score of 73.8 is a direct reflection of our ongoing commitment to excellence. We listen closely to our clients, understand their pain points, and work tirelessly to provide solutions that not only meet but exceed their expectations. Strong customer service, effective communication and a genuine partnership with our clients are the core drivers behind our success. This is how we create long-lasting relationships.”
Customer Retention Strategies
Question: What simple steps does Stefanini take to keep customers coming back?
Answer: “We prioritize building strong, long-term relationships with our clients. Our focus is on providing solutions that continually evolve with their business needs. This means maintaining open lines of communication, offering regular check-ins, and continuously improving our services. As trusted advisors, we make it a point to understand our clients’ objectives and ensure that we always deliver value, which fosters loyalty.”
Evolving with Digital Transformation
Question: How have your digital workplace solutions changed with the push for digital transformation?
Answer: “The digital transformation journey has accelerated the need for businesses to innovate and scale quickly. At Stefanini, we’ve embraced this challenge by enhancing our digital workplace solutions. We’ve integrated next-gen technologies, such as AI and automation, to streamline operations and improve user experience. Our services focus on elevating the Digital Employee Experience (DEX), driving efficiency, agility, and collaboration in a way that empowers organizations to thrive in the digital age.
Balancing Quality and Cost
Question: How do you balance offering high-quality services at competitive prices?
Answer: “Balancing quality and cost is a strategic priority. We achieve this by offering hybrid solutions, which combine the best of on-site and remote work, as well as outsourcing and in-house expertise. This approach strikes the right balance between high-quality service and cost-effectiveness. By leveraging our global presence, which includes nearshore and offshore teams, we deliver cost-effective solutions while maintaining high-quality standards. Nearshore outsourcing allows us to provide regional expertise and easier collaboration, while offshore teams help us optimize labor costs.
Additionally, we focus on continuously optimizing our processes, ensuring that we uphold our value proposition without compromising service quality.”
Real-World Impact
Question: Can you share an example of how your digital workplace solutions improved a client’s operations?
Answer: “One notable example is our collaboration with a multinational client in the retail sector. By implementing our digital workplace solutions, we were able to automate key workflows, which reduced operational overhead and improved efficiency across their organization. As a result, the client saw a significant increase in employee productivity and a reduction in costs, which translated into a faster time to market for their products.”
Embracing New Technologies
Question: How are you using new technologies, such as AI, to enhance your digital workplace services?
Answer: Our concept of AI First focuses on utilizing it as a catalyst for innovation and efficiency in the digital workplace. AI empowers businesses by automating processes, personalizing user experiences, and creating adaptive environments that respond to evolving needs. It’s not just about automation; it’s about enabling smarter, more dynamic solutions that unlock new possibilities for growth and success.
AI plays a critical role in our digital workplace strategy. We use AI to automate repetitive tasks, improve decision-making processes, and enhance the overall user experience. For instance, AI-driven analytics allow us to provide personalized recommendations for clients, helping them optimize their digital environments. We’re also exploring how AI can support collaboration and communication within teams, driving even more innovation and efficiency.”
Leadership in Workplace Services
Question: In your view, what makes Stefanini a leader in workplace services today?
Answer: “Our leadership stems from a deep understanding of client needs and our ability to deliver solutions that are both forward-thinking and practical. We stay at the forefront of emerging technologies while ensuring our services remain flexible and client-centric. Our strong focus on customer satisfaction and continuous innovation allows us to be a trusted partner for businesses looking to navigate their digital transformation journey.”
Research-Driven Strategy
Question: How do the findings from the Whitelane Research studies influence your plans for the future?
Answer: “The Whitelane Research studies provide valuable insights that help us refine our approach and strategy. They give us a clearer understanding of market trends, client expectations, and areas for improvement. This data informs our product development and helps us ensure that our solutions align with the evolving needs of our clients.”
Future Trends in Digital Workplace
Question: What future trends in digital workplace services are you most excited about?
Answer: “We’re particularly excited about the potential of AI and machine learning to further transform workplace services. These technologies will allow us to offer even more personalized and efficient solutions to our clients. Additionally, the growing emphasis on hybrid work models will require businesses to rethink their workplace strategies, and we’re committed to helping organizations adapt to this shift by providing seamless, secure, and collaborative digital environments.”
