12Build and Aircall break new ground in the construction industry
12Build is a SaaS company that helps construction industry businesses make procurement processes more transparent and streamline project management. The platform originated from a final university project.
Today, just over 15 years later, the company has grown to around 70 employees. As well as making an impact in its original market in the Netherlands, the company is transforming the construction projects of clients in Belgium, Germany, and Denmark.
Modernising the construction industry requires the right digital tools
In a sector that has grown and developed in such a traditional way, modernisation is a forward-thinking mission that is far from simple. In many cases, processes have stayed the same for decades. And digital transformation doesn’t end with construction.
Winning business customers is also a key task, and the added value of a cloud solution must be made clear to everyone.
This is why, as a SaaS provider, 12Build puts particular emphasis on customer interactions. It relies on a tech stack based on Aircall’s cloud-based phone system, along with integrations with Pipedrive, Intercom, Planhat and Hubspot.
Tom Kleywegt, Senior Support Engineer and Application Manager at 12Build, shared more about the setup. As one of the two people who introduced Aircall to the organisation, he understands the need for a seamless and transparent ecosystem for team collaboration.
“Communicating with customers through various channels such as phone and chat can be time-consuming. However, it's insightful to know if a customer has been contacted before. By keeping track of these interactions across all applications and teams, we can avoid unnecessary back-and-forth and make more informed decisions. If all employees document each conversation's notes, we can streamline our communication processes and save valuable time.”
But although the workflows and visibility of relevant data were major advantages in the decision to choose Aircall, they weren’t the main reason.
Previously, 12Build had used a Java-based softphone from a Dutch VoIP provider, a setup that led to various problems during daily use and updates, eventually resulting in the company being unavailable to customers at times.
“Those were major red flags or indications that we basically needed to update our phone provider. Part of our business model is to call businesses and sell on the phone, so reliability is an important factor.”
How red flags with the previous provider led 12Build to Aircall
Since the previous provider wasn’t working, they started looking for an alternative. Summing up 12Build’s requirements for its new provider, Tom Kleywegt explains: "We also looked at full solutions, but consciously decided on a point solution. First, because this made the most sense for our staff number and secondly, because we were already using our own tools and processes, which had proven their worth.”
In the subsequent vendor comparison, Aircall came out on top. One reason was that it easily integrated with 12Build’s existing IT ecosystem. Flexibility and scalability were also crucial, since 12Build operates internationally.
"A couple of years ago, we were growing very fast and even expanded into other countries like Belgium and Germany. So we needed a telephone solution with which we could easily get foreign numbers and which was easy to use for remote employees.”
Once they made the switch, the integration process was almost instant. A dedicated Aircall agent closely monitored 12Build’s implementation process during the first week to quickly resolve any questions or issues. Tom Kleywegt still looks back positively on the process.
“Setting up Aircall was very intuitive. How the numbers can be managed in the dashboard, the way the phone is installed and used.... I'm not sure if it can be done any easier.”
Ready for the future thanks to Aircall’s powerful features
While there’s no crystal ball to predict exactly what will happen in the next 5 to 10 years, 12Build is confident that the team is well prepared.
“We aim to build a solid base in Germany which means we will probably have a dedicated German sales and customer success team. Hopefully we will have a similar situation in Belgium and Denmark. In terms of workflow, I guess we will be working with the same tech stack but have it more divided within teams. When it comes to Aircall, it already offers the possibility to set up lines etc. within teams. This way, we are already prepared for the future.”
Aircall’s newly introduced user roles have also played a part, having contributed to 12Build’s recent official certification to the ISO/IEC 27001 standard and further reduced risk factors in managing employee rights. This was another significant step in strengthening the SaaS organisation’s position.
For businesses still searching for a communication system that meets their needs, Tom Kleywegt advises:
"It is best to start by simply mapping the entire telephone lines and functions for each department in a company. With a partner like Aircall, it's then very intuitive and easy to set up the phone system the way you planned it."
