Dirk Jan Dokman

Current

Co-founder at The Knowledgebase Company
Founder at The Selfservice Company

Past

Interim Manager Service Center at Robeco Direct
Telesales Manager a.i. at T-Mobile Netherlands
Director European Customer Support a.i. at NTT Verio

Director marketing and sales at Gios Voice Professionals
Senior Consultant at Result Venture Knowledge International
Business Manager E-center at SNT Group NV
Account Manager at SNT Group
Telesales supervisor at Project Support

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Education

Erasmus University Rotterdam
Erasmus University Rotterdam

Recommended

17 people have recommended Dirk Jan

Connections

500+ connections

Industry

Information Technology and Services

Websites

Dirk Jan Dokman’s Summary

I started, together with my business partners Jaap van Gent and Jeroen Brouwers, The Selfservice Company because we noticed a lack of customer oriented selfservice activities.

Almost all selfservice initiatives are purely based on cost savings. And this is not the way to do it. I strongly believe that customer selfservice only succeed when this is the best, most fun and easy way to communicate with a company no matter what communication channel the customer chooses. And that´s what we are trying to do with The Selfservice Company.

We create virtual employees, who can answer all questions automatically. We offer selfservice via phone, web and chat. I combine my background in callcenters, speech recognition and CRM with my ambition to build a succesful customer focused company, where customers and employees are driven by fun, ambition, commitment, inspiration and vision.

We answers millions of questions for large enterprises and have an international focus. We combine our Dialogue Management software with the excellent e-CRM suite of RightNow Technologies. Clients include Dutch household names like Essent, E.ON, Dutch Railways, KPN, Wehkamp, Fortis, Raboban and many others.

In March, we started The Knowlegdebase Company, together with Olf Uineken. The Knowledgebase Company delives professional services for e-CRM suites like RightNow Technologies.

Dirk Jan Dokman’s Specialties:

Entrepreneur in customer contact. Large experience in automating customer contact by email, FAQ, voice response and speech recognition.
Focus on business development.
Proven record in sales channel management and change management.

Co author for a dutch e-commerce handbook, regular speaker on conferences about selfservice, customer care and channel mangement.

Dirk Jan Dokman’s Experience

Co-founder

The Knowledgebase Company

(Privately Held; 1-10 employees; Information Technology and Services industry)

January 2008 — Present (2 years )

The Knowledgebase Company is a consultancy firm for knowledgebase management. Also, the Knowledgebase Company provides professional services for RightNow Technologies.

The Knowledgebase Company is a subsidiairy of the Selfservice Company.
Founder

The Selfservice Company

(Privately Held; 11-50 employees; Consumer Services industry)

May 2004 — Present (5 years 8 months)

We help our clients to initiate and maintain succesful and customer orientated selfservice application. Our flagship product is our virtual assistant. Based on natural language technology, we can automate dialogues via web, msn messenger and sms.

We combine this with RightNow Technologies. Together, we offer the best selfservice solution in the world.

If you're Dutch you can test our virtual assistant kim at wwww.selfservicecompany.com.
Interim Manager Service Center

Robeco Direct

(Privately Held; 201-500 employees; Investment Banking industry)

July 2005 — July 2006 (1 year 1 month)

Transformed the Transaction Desk into a customer focussed first line customer support center with increased customer satisfaction and I managed the customer complaints department and a department for resource planning. I intitiated projects like an IVR changes (which resulted in better customer experience and a 15% call reduction), empowerment, and succesful incentive programms.
Telesales Manager a.i.

T-Mobile Netherlands

(Public Company; Telecommunications industry)

September 2004 — November 2004 (3 months)

Ad interim manager of the Telesales Business department. Reorganized the department and increased sales results
Director European Customer Support a.i.

NTT Verio

(Public Company; Information Technology and Services industry)

April 2004 — September 2004 (6 months)

Streamlined European technical support and increased service levels and opening hours. I saved around 15% on the annual support budget.
Director marketing and sales

Gios Voice Professionals

(Privately Held; 1-10 employees; Consumer Services industry)

November 2001 — May 2004 (2 years 7 months)

Succesfully set up indirect sales channels and managed a financing round for Venture Capital.
Senior Consultant

Result Venture Knowledge International

(Privately Held; 51-200 employees; Management Consulting industry)

October 2000 — November 2001 (1 year 2 months)

Consulting E-commerce initiatives in their expansion strategies.
Lead generation and sales
Business development
Business Manager E-center

SNT Group NV

(Public Company; 1001-5000 employees; Consumer Services industry)

January 1999 — October 2000 (1 year 10 months)

SNT E-center was focusing on offering online customer care. I built the business plan and started the company for SNT.
Account Manager

SNT Group

(Public Company; 1001-5000 employees; Consumer Services industry)

August 1997 — January 1999 (1 year 6 months)

Sales call center services.
Account management for telco's and ISP's (always overperformance on sales targets)
Telesales supervisor

Project Support

(Public Relations and Communications industry)

April 1996 — August 1997 (1 year 5 months)

Dirk Jan Dokman’s Education

Erasmus University Rotterdam

Msc , Economic Sciences, Marketing, Sociology , September 1989 — April 1996
Erasmus University Rotterdam

Msc , Economic Sciences, Marketing, Sociology , September 1989 — April 1996

Thesis on customer loyalty programs

Additional Information

Dirk Jan Dokman’s Websites:

Dirk Jan Dokman’s Interests:

business inspiration, bright people, investing in new ideas,tennis, squash, scuba diving, gym, music

Dirk Jan Dokman’s Groups:

Debating society "Duysz ther Ghasth", Van Tromp

CRM
Marketing.NL (powered by Tijdschrift voor Marketing)
Bright Ideas & Entrepreneurs
eMarketing Association Network
Result.com People & Alumni Group
Erasmus University Rotterdam (EUR) / The Netherlands / Erasmus Universiteit Rotterdam / Nederland
Contact Center Professional
FD Career Challenge
Startup Specialists
Call'm
Contact Center Connection
Dutch Contactcenter Innovators
Heerendispuut Duysz Ther Ghasth
Automated chat solutions
Natural Language Processing People
Netwerk Gemeentelijke dienstverlening
Proces&Document
Innovatie 2.0 - Community of Talents
SNT Nederland B.V.
Groeiende bedrijven
Energie, Marketing & Sales
Van Tromp Rotterdam
TwentyTwenty
Vrienden van BNR
Deloitte Fast50 Benelux network
Online Services
Klant Contact Centrum (KCC)
Customer Management Professionals