Xafax Case Study Air Miles

Air Miles

Air Miles is a well-known loyalty program used by many organizations. With Air Miles, customers of Shell, Etos and Albert Heijn, among others, can save for discounts, gifts or charities. The company behind this loyalty program is Loyalty Management Netherlands. They have been Xafax customers for a long time. We will talk to Martijn Koers, Enterprise Administrator, responsible for the Microsoft 365 and office environment. He talks about, among other things, the changing Air Miles market and how Xafax supports them in this.

How did you come into contact with Xafax?

“That was a long time ago. We have been customers since 2018. My colleague always had direct contact with Xafax, even before I came to work here. That arose because we needed a multifunctional. Xafax then supplied that. Since then, our organization has changed a lot and our printing and hardware needs have also changed.”

How has that changed?
“ Over the years we have built up an enormous database. This allows us to provide our partners with relevant information, provided that we have permission to do so from the users in our database. In this way, in addition to a loyalty and savings program, we have also increasingly become a database. This means we know how sensitive data can be. We are therefore very GDPR-oriented and this is very strictly adhered to.

It is therefore very important for Air Miles that we can exercise good control, ensure that things are done correctly and that we can outsource certain activities properly. On a practical level, hardware is of great importance. I personally think it is important to have a well-functioning IT environment that is always up-to-date and well documented. Because we had a lot of contact with Xafax in the past regarding printers, I submitted the issue to them.”

What kind of service was that exactly?

“That was about delivering office systems in a safe manner, but also ensuring that they pass quality checks and are connected to our office. What is important is that you use the same landscape of systems. We determined this together with Xafax based on our user types. Xafax ensures that our office systems are fully checked and rolled out as quickly and simply as possible. In addition, they replace the office systems every three years, which greatly reduces the chance of failure and turnover. Xafax actually constantly thinks with us about how we can best organize certain IT matters.

ISO27001

What is perhaps even more important is that Xafax also ensures that the entire design and installation process of our systems runs according to procedure. As I already indicated, GDPR is an important concept for us. We are audited and must comply with the ISO27001 standard for information security. Xafax ensures that the entire process runs smoothly and to this standard.

In addition, they record everything regarding our office systems for us through extensive registration and reporting. This is important to us, because we must be able to demonstrate that we have acted according to the rules. We need that proof and Xafax provides it for us. They ensure that there are no loose ends within our office systems.”

What does Xafax's services mean to you?

“What this means for us is that we are completely unburdened. Setting up an office system often requires quite a bit of customization. With Xafax we can make agreements about this very well and quickly. We are sometimes a bit slower in this regard, because decisions often have to be made across multiple stages. Then it is nice if you have a party that is quick to pick up issues and immediately provides a sharp analysis and conclusion. That works very well. They are also very good at adapting their services to what an organization needs. They do not supply standard products, but tailor-made solutions. Exactly what we need

Martijn Koers

Enterprise Administrator

"How do you like the collaboration with Xafax?"

Our relationship with Xafax is good and the collaboration is pleasant. They are easily accessible and think in the same way as we do. If I have a question I just call immediately and vice versa. We don't beat around the bush. We simply tell each other what it is and try to find solutions as quickly as possible. That works very well.

With other suppliers, things can sometimes be difficult or agreements are not followed properly. That is not the case with Xafax. You notice quickly enough whether there is a click with a party and with Xafax we immediately clicked well. In fact, we like it so much that we are now looking into whether we can also purchase other services from Xafax. You often see that happen, that you start with something small and gradually develop a relationship.