From fragmented data to integrated customer view

DAK is working on an integrated customer view to better support its consulting offices and customers. At the moment, customer data is spread across various systems, so there is no integral end customer view. If DAK manages to achieve this image, it provides more opportunities for data-driven insights and additional services to members.

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With the new customer application on Novulo, DAK is taking the first crucial step. The system replaces the old custom application that was no longer future-proof. It acts as a central gateway and integration layer between all applications within the DAK landscape. For 6,000 users, this means seamless access to the right information and functionality without noticing that they are moving between different systems. In the next phase, customer data from various sources can be brought together, deduplicated and made accessible for a full 360-degree customer view.

From dependency to full control

The most important result is that DAK now has full control over its own application. The IT team built the application independently after intensive Novulo training. Around 95 percent of the required functionality was already available on the platform via the Novulo Store. For the remaining 5 percent, the team developed new components themselves. Where DAK used to rely on external parties for every adjustment, they are now at the controls themselves.

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This independence also had an unexpected side effect: a boost in employee satisfaction in IT. The team is now doing more interesting work, can experiment and create on their own, instead of having to arrange this via an external supplier.

Next phase: integrated customer view

With this basis in order, DAK will now work on phase two: achieving a full 360-degree customer view by bringing data from various sources together, deduplicating it and making it accessible. DAK is also investigating which functionality from other systems can be migrated to the Novulo platform.

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Mark van Uffelen, IT director at DAK Intermediaries Collective: “The most important result is that we are now fully at the controls. We can decide what we build, when we build it, and how we build it. We can experiment, build, and deliver value ourselves, instead of outsourcing projects to a supplier. That combination of direction and employee satisfaction makes this project a great success for us.”

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Frank Wille, CEO and founder of Novulo: “This project shows exactly what we stand for: enabling organizations to take control of their digital future themselves. The DAK team has shown that with the right guidance and a good platform, you can quickly become self-reliant. We look forward to seeing everything they build next.”‍