Strengthening the relationship with an important B2B target group
In the Netherlands, Kadaster, the Land Registry Office is responsible for the registration of real estate and geographical information. This legal task ensures legal certainty about what belongs to whom and confirms property boundaries.Notaries are an important client group for Kadaster. A great deal has changed in the services of the Land Registry Office due to the many technological developments in recent years. With the business-to-business “Notary Customer Journey”, Kadaster wanted to gain insight into the services related to the registration of one or more parcels of land and use this to come to a renewed service concept for notaries. With a multi-disciplinary team, improvements in the process for notaries, the relationship with notaries, and the contact strategy (where notaries can go with questions) were examined.
According to our customer Gaby Anink, “it was great to see how you can come up with proposals together with people from all kinds of disciplines to improve your services – but all based on the client's point of view! I also found the combination with Lean Six Sigma to be very valuable. In this project we powerfully combined the Customer Experience way of thinking and Lean Six Sigma and tapped into a lot of energy, which has now led to a practical elaboration of the operating concept for notaries."
