Verisure Belgium

Verisure is Belgium and Europe's leading supplier of professionally monitored home alarms and connected services for the smart home. Strong on customer focus, its social media presence nonetheless lacked focus and clear value — and its social care, running alongside community management, had limited means and direction. We coached the marketing and care teams to fix both, and to run it themselves.

The engagement, at a glance:

• Value — define a clear value of social media for Verisure and its customers
• Coaching — bring the marketing and care teams to set up and run the activities themselves
• Organisation — a lean, effective set-up leveraging the existing teams

The challenge: turn social media into real value — run by the team

Verisure had the customer focus but not the focus on social: its presence lacked clear value for the business and its customers, and social care was under-resourced. The brief was twofold — define a clear value for social media activities, and coach the marketing and care teams to set up and run those activities themselves. Not outsource it — build the muscle in-house.

What we did: coach marketing and care to build and run it

We coached the marketing and customer care teams to define both business and customer value, set the content and care strategy, and stand up a lean, effective social media organisation on top of the existing teams:

• Content & care strategy — a content approach serving customer expectations while creating business value
• Marketing coaching — revamp the social media presence, (re)launch community management and grow it: content, people, tools
• Social care coaching — train the care team to initiate and grow social care within customer service
• Cross-team set-up — internal collaboration and processes across marketing, customer care, HR and sales, to ensure alignment and impact

Why it worked: evolution, not revolution — then autonomy

We phased quick wins within a clear strategic framework, so the teams absorbed the change as an evolution rather than a revolution — climbing a steep learning curve without being overwhelmed. Six months of bi-monthly coaching later, the teams were autonomous, with a genuinely customer-centric focus growing inside the organisation. The gains stay when we step back.

"Carefully balancing humble curiosity, cross-industry experience, a customer-centric vision and no-nonsense communication enabled the Belly & Brain team to gather a profound understanding of our company's needs in a short lapse of time. Phasing quick wins and capturing low-hanging fruit within a clear strategic framework drove our teams into a steep learning curve, absorbing the transformation as evolution rather than revolution." — Sven Bols, Managing Director, Verisure Belgium