We were Gents and Wijs, but now you can call us Duke & Grace.

Ghent

Foreestelaan 1
9000 Ghent

Brussels

Antwerpselaan 40
1000 Brussels

Behind the digital counter of Cultuurloket

CHALLENGE

Cultuurloket, the service platform for entrepreneurs and people working in the cultural sector, asked us to optimize their website and seamlessly guide visitors to the information they need.

The result is an impressive customized website built on Drupal 8. We delivered a customer-centric digital counter, providing tailored solutions and answers to cultural workers and entrepreneurs. By simplifying the advice process, we encouraged people to reach out more to the organization. Thanks to the integration with Cultuurloket’s CRM (Salesforce), we ensured a more efficient follow-up of clients’ increasing requests. Discover the full story below.

Revisiting the traditional counter

The main idea of a good old physical counter (loket in Dutch) is to create an exchange platform between a customer and a service provider. A place where knowledge and help are centralized. From a customer’s perspective, we wanted to clearly suggest that there is always a helping hand and listening ear behind Cultuurloket’s counter. So, quite naturally, when starting to build a digital counter for Cultuurloket, we started working from those insights.

As the go-to place for all things related to the cultural sector in the Flemish community, the structure of Cultuurloket needed to offer simple and intuitive access to information. Cultuurloket categorized all the content into various relevant themes where informational and inspirational news is organized by topic. This is to position themselves as the exclusive provider of insightful information about the cultural sector.

Drupal 8 would definitely be the most fit content management framework for this project.

Because of its elaborate out-of-the-box possibilities, its optimal customer-centric features and the flexibility offered in the back-end. We chose to work with Drupal Commerce, the open source e-commerce framework that turns your website into a flexible webshop. We managed to combine the assets of Drupal with our own expertise. This allowed us to deliver a completely custom built website for Cultuurloket. 

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Fostering knowledge exchange

Next to that, we worked on an important part of the service offered by Cultuurloket: training. Cultural workers and entrepreneurs get to participate in sessions during which they gain additional knowledge and experience in their field. That’s why we integrated an overview of the training sessions on the website by topic and city. Plus, the visitor can now easily register for a chosen session.

What if the answer you’re looking for is nowhere to be found on the platform? For all the questions and requests the platform can’t answer, we created an accessible way to get in touch with the organization. With the functionalities we built, people can ask questions online, plan a phone call with an expert and make an appointment at a location of choice.

“We really appreciated the fact that Duke & Grace constantly worked with a solution-solving mindset, while meeting the organization’s standards and budget. They weren't afraid to challenge our questions and to offer alternatives, always putting the end user at the center of the process.”

Karel-Jan Meert

Communication & Marketing Manager Cultuurloket

Automating the CRM flow

We automated several things that previously had to be done manually. For example, new courses were added manually into the CRM (Salesforce), just like the subscribers to those courses. Together with the client, we were able to automate this whole process. Also, when visitors create an account online, they are now added automatically to the CRM. And in terms of efficiency, the flow of the contact form could use some automation too. The visitor can now indicate the type of question, send along necessary documents, after which this now goes straight to the relevant consultant, and straight to Salesforce. Next to this, we also integrated payment service provider Mollie for the automated handling of payments. In short: the Cultuurloket team can now focus on other things and the chances of making mistakes are considerably smaller now.

Creating a personalized experience for each user

Users can log on to the website and see on their personal profile page what courses they are taking. There, they can also download course material and revisit questions they asked Cultuurloket’s experts and the answers they provided.

“The project keeps on evolving, as we are using insights from the field to continuously optimize the platform. Again, keeping the user front and center in our approach.”

Martijn Brackman

UX Architect

It's time to stop scrolling and start making.

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Call us +32 9 335 22 80