Company bio
When bicycleaccu-revisie.nl overhauled an e-bike bicycle battery for the first time as part of Heskon in 2017, this phenomenon was relatively unknown. Starting with three employees, the company has now grown into an independent production company with more than fifty employees and activities in the Netherlands, Belgium, Germany and Austria. We spoke with Maud van Heerebeek , who has been working at Heskon as an online marketer for more than four years
Askemo adapts to Heskon’s wishes
What exactly do you do at Heskon?
“Heskon is the parent company of fietsaccu-revisie.nl. There we actually do exactly what the website name indicates: we overhaul bicycle batteries. Such an electric bicycle battery is worn out after four to six years. New batteries are often expensive or even no longer available. We open the housing and replace the battery cells. As a result, the battery works as usual and the customer can use his electric bicycle for longer.”
“With the help of askemo, we were able to implement a number of concrete improvement points”
Sounds clear! Who are your main customers?
“Our target group is actually similar to the early adopters of electric bicycles. At the time, these were mainly older people. The batteries of bicycles from five years ago now often need to be replaced. For older people, it can be a complicated service to convey. They are often not completely at home on the internet and have a great need for direct contact with us. They regularly ask if they can come by, even if they have to drive from Groningen to Tilburg.”
Isn’t that necessary then?
“No! We have set up the process in such a way that they can send the battery. This also sometimes turns out to be a bit complicated for the target group. All in all, there are many challenges surrounding customer contact at Heskon. That is why we started working with askemo more than a year ago, precisely to measure customer satisfaction.”
How is the collaboration with askemo going?
“I have great contact with askemo. They provide a standard solution. I notice that they are able and willing to adapt to Heskon’s wishes. This allows us to personalize everything properly and use the software for what we need it for. Customers receive a one-time feedback request from us about the service. We have now sent more than 4,000, of which 38% responded. That is exceptionally high in this target group.”
Nice to hear! What do you do with the comments?
“We have been able to make a number of improvements with the help of askemo. Customers thought it was strange that they did not receive a confirmation of receipt when they had sent a battery. We now provide information about the progress of the revision at several times. Our customers are very happy with this. In addition, there are several small things that we have adjusted using askemo. The way of collecting feedback is intuitive and therefore appeals to our customers.”
How will you improve further in the future?
“The customer remains central to us. In fact, we are increasingly intensifying customer contact. We also try to call every customer to really maintain that personal contact. And of course, we will continue to use askemo!”
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