DELTA Fiber boosts digital customer contact and services with future-proof IT landscape

Delta Fiber

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The client

About DELTA Fiber

Telecom company DELTA Fiber focuses on the deployment and operation of its fibre optic network. Aiming for 1.7 million connections by the end of 2025, it is the second-largest fibre optic network in the Netherlands. DELTA Fiber offers its own telecom services under the brands of DELTA and DELTA Business. Other providers such as Odido (formerly T-Mobile) make use of the network as well. In 2024, DELTA was named the fastest internet provider in the Netherlands by nPerf.

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Key Outcomes

  • Single source of truth Our support enables DELTA Fiber to innovate faster. The transition to one single integrated environment renders the organisation future-proof and scalable.
  • Customer Satisfaction Customers appreciate the fast and accurate answers they receive via the user-friendly and consistent digital support.
  • Growth A clear digital roadmap supports the sustainable and strategic growth of DELTA Fiber.
The Challenge

Transition from network provider to service provider

DELTA Fiber is preparing for the final phase of fibre-optic cable installation in the Netherlands. As a result, focus is shifting to services to consumers and businesses.

This means more emphasis on customer service, marketing and sales. Modernising applications and improving digital channels (including a smarter chatbot) are necessary to meet the expectations of all their audiences. In support of this shift, a review of their existing IT infrastructure is required.

Renewing the IT landscape

The merger between DELTA from Zeeland and Caiway from Westland presented the challenge of aligning their applications. Teams often worked from their own silo with applications that were not always fully up-to-date. A long-term strategy, focusing on customer interaction and digitisation of customer channels, required modernisation and consolidation of the IT landscape. DELTA Fiber achieved nearly all the objectives for this modernisation within one year.

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THE SOLUTION

Plan, modernise and consolidate technology

AND Digital advised DELTA Fiber to implement the following solutions to strengthen the transition to a customer-oriented service provider:

  1. Define future state and determine roadmap – our team helped DELTA Fiber develop a vision for the future of the IT landscape for web and app and designed a roadmap to realise it.
  2. Modernising the IT landscape – within the DELTA Fiber teams, our team shared best practices and worked together to find suitable ways to modernise the IT landscape, specifically the web domain.
  3. Developing a smart chatbot – our team developed a new architecture to make the chatbot smarter. Among other improvements, this included the creation of a convenient and recognisable authentication for the customer.
  4. Deploy API-driven architecture – our team designed an API-driven architecture and supported the transition. This allows DELTA Fiber to manage and scale up its customer channels from one central point.
  5. Transition to DevOps – our team helped DELTA Fiber to transition from multiple development environments and technology stacks for the various teams to a single DevOps environment for the entire organisation.

With these solutions, DELTA Fiber took an important step in transitioning to a modern and customer-oriented organisation.

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“We selected AND Digital for their expertise and forward-looking approach, with which they could help us find a structural solution with direct impact. AND Digital employees can accelerate the process and provide a substantive push with the expertise they possess and share with DELTA employees.”

- Marjolein Smeets (CIO)
The Results

A scalable and future-proof IT landscape

We supported DELTA Fiber in implementing a single, future-proof, scalable IT landscape for digital customer contact that will grow along with the organisation.

Faster service and higher customer satisfaction

Improvements to the chatbot and the customer service app directly contributed to better digital services.

Clear strategic course

With an action-focused roadmap, DELTA Fiber has developed a clear, strategic IT direction, aimed at continuous improvement and digital leadership.

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“AND Digital boosted the modernisation of our digital channels. With their contribution, we can offer more self-services and have a future-proof architecture in place for our digital self-service channels.”

- Wendy Persoon (Digital Strategy Lead)

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