How Kemkens turns service appointments into automatic, multichannel communication
Kemkens services customers and installations across the Netherlands. By connecting Spotler products directly to its operational systems, with Clixz as integration partner, appointments and service moments now trigger communication automatically, without relying on manual follow-up.
Industry
Energy Services
Customers
B2B & B2C
Products
SendPro, Message & Mail+
About Kemkens
Kemkens is a large Dutch technical service provider focused on installation, maintenance and service for heating systems, heat pumps, ventilation, air conditioning and other sustainable energy solutions. Kemkens serves more than 400,000 customers and manages over 1,000,000 installations, with a strong presence in Central and Southern Netherlands. Every one of those installations comes with its own stream of appointments, maintenance visits and service moments that customers need to be kept informed about.
An appointment only runs smoothly if the customer knows it’s coming
Whether it’s a routine maintenance visit, a heat pump installation or an engineer called out for a repair, every Kemkens appointment depends on the customer knowing when it’s happening and what to expect. Historically, that communication leaned heavily on paper, phone calls and manual follow-up: someone had to confirm the appointment, chase a missing detail, or call to explain a delay.
At Kemkens’ scale, that doesn’t hold up. With 1,300 employees managing service and installation work across 14 locations, the business wanted to automate communication wherever possible and tie it directly into its operational systems, rather than treating it as a separate manual step. That challenge grew alongside a wider shift in Kemkens’ IT landscape: migrating to Microsoft Business Central meant the surrounding applications and integrations needed modernising too.
A confirmation nobody sees becomes a call nobody wanted
With thousands of appointments and service interactions every week, communication needs to be timely, reliable, personalised, automatically triggered, traceable, and tied to the right customer and process. When handled manually, or through systems that don’t talk to each other, the risks show up fast: unnecessary inbound calls about appointments customers were never properly told about, extra workload for service and back-office teams, and information reaching customers too late or through the wrong channel.
It also becomes harder to follow up automatically when a customer doesn’t respond, and harder to keep communication between CRM, planning, service and marketing systems from fragmenting as volumes grow. Every one of those gaps ends up as a phone call Kemkens’ service team has to take instead of a message the customer already had.
SendPro turns operational events into customer messages, automatically
Every appointment, maintenance schedule and service update at Kemkens can trigger a flow in Spotler SendPro. It sends appointment confirmations, maintenance announcements and service notifications straight from Kemkens’ back-office systems, built from the case data so each message is specific to the customer, the installation and the engineer involved.
Because these emails are part of an operational process rather than a marketing campaign, they’re handled as transactional communication: reliable delivery and real-time reporting so Kemkens can see whether a confirmation actually reached the customer.
Alongside SendPro, Kemkens uses Spotler Message for WhatsApp and live chat conversations with their customers, and Spotler Mail+ for broader marketing communication and automated customer journeys. Integration partner Clixz connects this to Kemkens’ wider landscape, including Microsoft Business Central, planning and CRM, over API, so an operational event can trigger a message and the delivery or engagement status can flow back into Kemkens’ own systems.
The same standard, whichever of the 14 locations is involved
A customer doesn’t experience Kemkens as one location or another. They experience a confirmation that either tells them what they need to know, or leaves them calling to find out. Running that communication through SendPro keeps it consistent across every location, while the message itself stays specific to their appointment, their installation and their engineer.
The results
- ~75,000 incoming messages processed per day, resulting in around 300,000 follow-up actions handled without manual intervention
- ~60,000 outgoing messages sent per working day, triggering around 120,000 follow-up actions, alongside roughly 20,000 planning actions triggering a further 100,000
Customer communication is an essential part of our service process and cost efficiency. By connecting our operational systems directly with Spotler, we can communicate with customers automatically and through the right channel. At the same time, we gain more control and insight into the entire process.
See how SendPro connects your operational systems to your customers
Appointment confirmations, service updates and status changes each need to reach the right customer straight away. See how SendPro keeps every message moving across every location you operate.