Passend Lezen. Accessible service for every reader

Passend Lezen makes reading accessible for people with a reading disability, with solutions for every type of reading difficulty and a large collection of books.

We started working together in 2021 with computer telephony integration (CTI) in their Salesforce Classic environment. After that went live, Passend Lezen wanted to do more with Salesforce: improve the customer journey and automate more of its processes.

The challenge was to future-proof the architecture while keeping everything accessible. Screens and content are used by employees and by readers, and both groups include people with reading difficulties. Every interface had to work with the tools they use to read.

We migrated Passend Lezen from Salesforce Classic to Lightning and then built a roadmap for the following year with the team, focused on customer service and better interaction.

We brought customer contact from web chat and social media into Salesforce and added internal quality forms and reports, working towards one golden record for every customer.

In a quarterly business review in 2022 we agreed that Marketing Cloud would add real value, for targeted campaigns and insight into marketing performance. We have since added it to the platform and made sending newsletters and other emails easier.

Accessibility stays part of the work. We keep adjusting the setup for different reading disabilities and present key information in different formats, so employees and readers can both work with it.