Spikes

"Making people collaborate smarter, with drive and passion."

This is the credo that all teams at Spikes live by. As a Belgian software company specializing in innovative, collaborative solutions, Spikes leverages Microsoft technology to help businesses work more efficiently and effectively.

Their goal is clear: to accelerate the competitiveness of their customers by harnessing the power of technology. By implementing cutting-edge tools and fostering smarter collaboration, Spikes empowers organizations to stay ahead in an ever-evolving digital landscape.

Customers always come first

At Spikes, customer satisfaction isn’t just a goal — it’s the foundation of everything they do. With a deep commitment to understanding their clients’ needs, Spikes fosters a culture where customer experience comes first. And the results speak for themselves: 80% of their sales come from repeat customers, a testament to the trust and lasting relationships they build.

To take this commitment even further, Spikes set out to find a tool that could elevate their customer interactions and streamline communication.

We had the opportunity to talk to Werner Vanhees, COO at Spikes, to discuss how Yablo helped them achieve their goals. He shared valuable insights into how the platform has enhanced their workflow, strengthened collaboration, and ultimately contributed to an even better customer experience.

"With Yablo, we’ve turned customer service into a true team effort. Every request gets the right attention, at the right time, from the right people—without switching tools."

Challenges

"For a company like Spikes, where customer experience is a top priority, managing communication efficiently is both critical and complex.", says Werner. "With multiple customer interactions happening across different teams, ensuring that no message gets lost and that every request is handled promptly requires a structured approach."

Some of the common challenges Spikes faced included:

• Scattered Communication – With emails spread across individual inboxes, it was difficult to maintain a clear overview of customer conversations. Important messages could be overlooked, and team members lacked visibility into ongoing discussions.
• Collaboration Barriers – Internal discussions about customer requests often took place in separate channels, making it hard to keep track of context and decisions.
• Scaling Customer Engagement – As Spikes continued to grow, maintaining the same high level of customer service became increasingly complex without the right tools in place.

To overcome these challenges, Spikes needed a solution that would centralize their communication, streamline internal collaboration, and help them continue delivering outstanding customer service. That’s where Yablo came in.

Solution

Ensuring Nothing Falls Through the Cracks

At Spikes, maintaining a high level of customer service means ensuring that every request is addressed promptly and efficiently. With Yablo, all customer inquiries are immediately visible in shared team inboxes, eliminating the risk of emails getting lost in individual mailboxes.

"What truly sets Yablo apart is Yablo Genius", says Werner Vanhees. Yablo Genius, the built-in AI solution, automatically categorizes and assigns conversations to the right team members. No more manual sorting or forwarding — every request reaches the right person instantly.

"This automation not only saves valuable time but also allows teams to focus on what really matters: delivering top-notch service and building strong customer relationships."

Real-Time Collaboration for a Seamless Customer Experience

"Spikes operates in a complex environment as a Microsoft partner, working with an extensive and evolving product portfolio. With a wide range of Microsoft solutions to support, customer service is a true team effort. No single person can have all the answers — solving customer challenges often requires input from multiple experts across different teams."

With Yablo, Spikes can seamlessly collaborate in real time without switching between tools. Team members can add internal notes, mention colleagues, and share insights directly within the conversation thread. This ensures that the right expertise is brought in at the right time, leading to faster responses and better solutions for customers.

"Yablo has allowed us to build a truly collaborative customer service environment, ensuring that every customer benefits from the combined expertise of our entire company," concludes Werner.

Data-Driven Decisions for Continuous Improvement

At Spikes, delivering top-tier customer service isn’t just about responding to inquiries — it’s about continuously improving the process. With Yablo Analytics, Spikes gains valuable insights into key metrics such as conversation volume, average response and resolution times, peak activity periods, and customer satisfaction (CSAT) scores.

By reviewing conversations with low CSAT scores, the team can identify areas for improvement and take concrete actions to enhance service quality. On the other hand, high CSAT scores serve as a powerful motivator, reinforcing the team’s commitment to excellence.

Even the sales team benefits from these insights, using response and resolution times as proof points to showcase Spikes’ efficiency and customer-first approach.

"With Yablo, we can spot trends and make data-backed decisions to improve our service. For example, we noticed a pattern in CSAT feedback that helped us refine how we handle certain Microsoft product inquiries. These insights directly impact how we support our customers," says Werner.

By turning data into action, Spikes ensures that every customer interaction is an opportunity to learn, refine, and deliver an even better experience.

"Data-driven insights from Yablo help us continuously refine our customer service. By analyzing trends, we can make smart decisions that improve response times and customer satisfaction."

Partnership that Drives Success

More than just a tool, Yablo has become an integral part of how Spikes delivers exceptional customer experiences. It enables them to stay ahead in a fast-paced industry, ensuring that every inquiry is handled with the right expertise and care.

"Yablo has become essential to the way we work. It helps us streamline communication, collaborate more effectively, and continuously improve our service. Most importantly, it allows us to stay true to our mission: making people collaborate smarter, with drive and passion", says Werner.

With Yablo, Spikes is not just keeping up with customer demands — they’re setting new standards for what exceptional customer service looks like.