Zorg Diensten Groep / Infinea

About Zorg Diensten Groep & Infinea

Zorg Diensten Groep (ZDG) is the expert when it comes to providing professional services in the funeral sector in the Netherlands. Losing a loved one is never easy. ZDG strives to enable funeral businesses to provide a professional and personal service in the best possible way for anyone dealing with loss. ZDG is part of the ADG Dienstengroep, one of the largest family-owned businesses in the Netherlands with over 15.000 employees. 

Founded in 1990, ZDG comprises of 1000 colleagues spread across ten sub-organizations that offer specialist services in the funeral sector. Examples of services are a specialized call center, mortuary management, a dispatch and forwarding center, post-mortem care training, guidance through the end-of-life stage, and post-mortem care. 

One specific ZDG sub-organization called Infinea (until 2020 known as Multiline Meldkamerdiensten) plays a key role in providing human-centric end-of-life services. Infinea has over 30 years of experience as a Customer Contact Center. Their professional, empathetic employees do everything needed after someone passes away to ensure a respectful end of life. This ranges from taking over the agendas and planning of funeral businesses outside of business hours to arranging specialist transport like refrigerated trucks and orchestrating the entire end-of-life process with as much professionalism and warmth as possible. 

Furthermore, Infinea also works together with partners and clients such as funeral directors, cemeteries, the Dutch Police, ProRail (responsible for the Dutch Railway network infrastructure), and insurance companies. 

Business Needs

As a funeral expert, Infinea wants to provide the best support to businesses in the funeral sector, so individuals dealing with a loss can get the professional, respectful, human-centric approach they deserve. In order to achieve this, they needed to transform the PVX application that was at the center of all their operations.

The PVX managed and planned their daily activities for hundreds of internal and external colleagues and transferred information between internal and external parties. As the PVX had been in use for years, it had technical limitations, and no longer fit modern standards in terms of user interfacing, user-friendliness, and integrations with external systems. Therefore, the decision was made to rebuild the PVX in the low code platform Mendix, modernizing this legacy application into a user-friendly, easy-to-work-with application that would lead to happier customers and employees. 

“Since working with The Orange Force we have completely rebuilt our Infinea system to fit modern standards and our specific needs. The new application makes it easier to navigate through information and offers key functionalities such as a shared calendar and protocols for cemeteries and crematoriums. This enables our team to work more efficiently and to provide a better service to our customers.” 

Danny van Rosmalen
Managing Director at ZDG / Infinea

Solution

Together with The Orange Force, Infinea set out to develop a new core business application, also called Infinea, with both improved and newly added functionalities. Effectively running through the stages of establishing user stories, prioritizing them, planning sprints, and developing the application eventually resulted in a final product: a highly efficient all-round application that effectively digitalizes all the processes within the organization. 

The new Infinea application not only fits the newest UX developments, it also takes into account security such as GDPR compliance (General Data Protection Regulation), and it helps employees take care of processes in a smart and efficient way. This application embodies a variety of functionalities such as a shared calendar, protocols, a billing system, and reports & statistics.

Results

In 2020, the new application was successfully released and since then processes at Infinea have run a lot more efficiently and employees can support customers in a better way. Due to the ‘Protocols’ functionality, onboarding new employees has become a lot easier and less time-consuming. And with the app automatically checking the filled-out data against the protocols, fewer errors are made, which allows the employees to provide better service to vulnerable customers who are dealing with a loss.

The other functionalities contribute to this as well, by providing clearer overviews of information, enabling employees to insert and manage information in an easy way, and keeping track of and checking the information that is inserted. This leads to better performance and more overall employee & customer satisfaction. 

Infinea is ready for the future and is able to continue to provide human-centric end-of-life services, supported by a smart core business application.