Yuki is a fast-growing accountancy software organization with offices in the Netherlands and Belgium. Every day, employees work closely together, both with each other and with customers and partners. This requires an IT environment that is reliable, but above all predictable and easy to manage.
At Yuki's Rotterdam office, that very foundation proved to be a challenge.
The challenge: an office that hinders Wi-Fi technology
During the renovation of the office, the IT supplier at the time opted for an almost entirely wireless setup.
The building is old, consists largely of concrete, and has large pillars and enclosed spaces. On top of that, the office is located on the waterfront, where cruise ships regularly dock, transmitting Wi-Fi signals with thousands of devices at once. This caused interference, unstable connections, and areas where coverage simply disappeared.
Patrick Peeters, IT manager at Yuki, remembers that period well:
"It was marketed as: everything can be done wirelessly with ease. However, that simply wasn't the case. We constantly encountered areas where it didn't work properly."
For an organization where there are many phone calls, meetings, and collaborations, often simultaneously and via Wi-Fi, this began to affect daily operations.
Fixed in contracts, flexible in service
But what exacerbated the problem for Yuki was not just the technology. It was mainly the lack of communication on the part of the IT provider at the time. Problems remained unresolved, contracts were long, agreements were unclear, and IT had to chase after answers itself.
Patrick recognizes that keenly:
"It's okay to have a malfunction once in a while. That's not the problem. The problem is when you don't hear anything afterwards."
Yuki went in search of a partner that could not only deliver, but also dared to take responsibility. That search led him to FM Telecom.
The transition: seeking ownership and accessibility
When Yuki decided to do things differently, the wish was clear: a partner who is not only technically strong, but also accessible, transparent, and committed. No long lines, no buying off of contact, but immediate action when necessary.
Yuki found that way of working at FM Telecom.
Patrick:
“What immediately struck me was that communication is really paramount at FM. You always get a response. And you know where you stand.”
How FM Telecom communicates in practice
From the outset, FM Telecom opted for open and continuous communication. Not only in relation to projects, but also beyond them.
Instead of tickets and waiting times, there was direct contact. Patrick was assigned a single point of contact, but he also knew that someone was always available. By phone, WhatsApp, or simply on site.
“I have a WhatsApp group with several people from FM Telecom. When I send a message there, I always get a quick response. That gives me a lot of peace of mind.”
FM Telecom remained visible even during malfunctions outside office hours. Even when the cause was beyond their direct control, communication continued.
“We had a fiber optic outage in the street. It wasn't FM's fault, but they kept us informed throughout. Every half hour, I knew where we stood.”
For Patrick, that is essential:
You don't want to be left in uncertainty, even if the problem hasn't been solved yet.
Communication as part of craftsmanship
FM Telecom's communication is not limited to status updates. Technical choices are also explained clearly. Not in jargon, but in a way that is understandable to both IT and management.
Patrick:
“They explain things in simple terms. This helps management understand why certain choices are necessary and what the benefits are.”
This simplifies decision-making and prevents discussions afterwards. IT has less convincing to do because the story makes sense.
Another approach: measure first, then talk
Patrick:
“FM measured everything here and also said: no, this cannot all be done wirelessly. In some places, you simply have to use cables.”
That honesty was crucial. Not everything was 'solved' at once, but a plan was put in place. Step by step, the Wi-Fi environment was redesigned, with extra access points, additional cabling where necessary, and continuous measurements to keep making adjustments.
FM Telecom took into account how Yuki actually works: many devices, many meetings, and a lot of simultaneous use.
Solving problems doesn't stop with the plan
What characterizes the collaboration is that FM Telecom does not stop at delivery. New situations continue to arise in a lively office environment: extra phone booths, new meeting rooms, or expansions from other locations.
An example that Patrick remembers took place during the installation of telephone booths. These turned out to be so well insulated that there was hardly any reception.
Patrick explains:
"Those phone booths were so well insulated that there was no connection. Mark, the owner of FM, crawled under the floor himself to install an access point there, so that it would work properly."
The situation today: peace through trust
Today, the Wi-Fi and network environment at Yuki is working as intended. But more importantly, Patrick knows that if anything happens, he is not alone.
“You only realize how important good IT is when it is no longer an issue.”
Why Yuki chooses FM Telecom
Yuki appreciates FM Telecom because:
- clear and continuous communication
- technical expertise explained in an understandable way
- ownership in case of problems
- flexibility without restrictive contract structures
“For me, good IT isn't about technology, it's about communication. That's exactly where FM Telecom makes the difference for us.” – Patrick