Passend Lezen – Accessible service
How to future-proof technological architecture whilst assuring accesibility?
Reading is possible for everyone, no matter what.
Passend Lezen makes reading accessible so that those who suffer from a reading difficulties can experience this world of knowledge, culture and personal development. By offering various solutions to all possible reading handicaps and an extensive collection of books, everyone can experience the joy that comes with reading.
In 2021, Passend Lezen and VANEIGENS embarked on a collaboration to implement a Computer Technology Integration (CTI) into their Classic Salesforce ecosystem. After this successful implementation, the library services company wanted to explore new ways to leverage Salesforce to optimise their customer journey and automate processes.
This challenge mainly focused on future-proofing the existing technological architecture that was in place, whilst creating interfaces that should be accessible for everyone. This meant that when creating interfaces and content that is used by both employees and end-consumers, it is crucial that it can be tailored towards the custom solutions that are used to make it accessible for reading difficulties.
Building an accesssible journey
After the migration from the Salesforce Classic to Lightning instance, we brainstormed to form a roadmap for the following year. Our main focus was to continue to help Passend Lezen enhance its customer service and interaction.
We did this creating an accessible Salesforce environment that allows customers to interact with Passend Lezen through multiple channels, such as web chat and social media. In addition, we continued to improve customer interaction through internal quality forms and reports. By collecting all this customer data into Salesforce we aim to create a golden record of customer data within Passend Lezen’s Salesforce eco system.
Moreover, during one of our quarterly business review sessions in 2022 we also decided that Marketing Cloud could add significant value to the business, as it could be used to optimise and execute specific campaigns and provide relevant insight into the marketing performance.
A platform for everyone
We’re proud of the platform that has been built over the last 2 years where a much more modern approach to customer interaction has been integrated. All customer interaction across its channels is now stored, managed and reported on using Salesforce.
We are continuously adjusting our solutions for the different reading disabilities that exist so that employee and end consumers can access the information properly. By presenting key information in a specific format (left-to-right, stacked or zoomed in), it makes it possible for everyone to work with the Salesforce interface and the created content.
Lastly, we’ve also start working soon enhancing the presence of Marketing Cloud into the ecosystem. We’ve added multiple quality of life upgrade to make sending newsletters and other emails easier, and suggested additional reporting capabilities.