De Hoorn: "We solve problems faster and more efficiently"

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In the transformed old Stella brewery in Leuven, De Hoorn now houses offices, lofts, a restaurant, event spaces, meeting rooms, and more. It’s also the home base of FixForm. So, it’s no surprise that CEO Fien Paepen and facility manager Rik Lemmens turned to our platform to keep their creative hub in top condition.

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“I take care of De Hoorn like it’s my own home,” says Rik Lemmens, summarizing his role as a facility manager. All the big and small issues with the building land on his desk. “We had a platform for reserving meeting rooms, which also included a module for our community to report building defects. But it was too limited. In reality, problems came to me in all sorts of ways: through the front desk, Post-its, emails, phone calls, or just casual hallway encounters (‘Hey Rik, the tap in the restroom is leaking!’).”

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That had to change, CEO Fien Paepen decided. “Our main concern was ensuring Rik could do his job efficiently. Receiving the same report 30 times from 30 different channels isn’t efficient. It’s frustrating for Rik and wastes time he could spend more productively—and more enjoyably.”

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“We also had another requirement. It was essential that everyone visiting De Hoorn could report issues, not just our members. In the previous system, only members could create tickets. But we host a lot of external visitors for meetings, parties, seminars, and more. These visitors need to be able to report problems too, and they should feel that we’re addressing those issues quickly and professionally.”

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A Low Barrier to Entry

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De Hoorn didn’t have to look far for a solution, Rik explains. “We have a vibrant community here—everyone knows everyone. We were familiar with FixForm. Thomas convinced us that this platform was the perfect fit for a place like De Hoorn.”

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“We’ve been using FixForm for over a year now, and the difference is huge. The platform is so easy to use that it quickly became second nature for our members and visitors. Everyone knows how to scan a QR code, add a photo, and write a quick comment. That’s all it takes to report an issue. The fact that you don’t need to download anything, install an app, or create an account significantly lowers the barrier.”

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Fien still encourages users to leave their contact details, though. “It’s not required, but from a customer service perspective, we think it’s important to show that we’re really picking up and solving problems. If we can’t let the reporter know it’s been fixed, it feels a bit incomplete.”

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Fixing Recurring Issues

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Did FixForm allow Rik to work more efficiently? “Absolutely. I’m receiving more reports about issues now, but it doesn’t take me any more time to handle them. FixForm also gives me an overview of recurring problems, allowing us to address them at the root. That’s another time-saver.”

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“I can also manage people more easily. I get help from a handyman once a week. Thanks to FixForm, I have a much better overview of the issues, and I know which ones are urgent or bigger jobs. I no longer need to spend half an hour briefing the handyman with my homemade Excel sheet every morning. He has access to FixForm, knows what’s on the agenda, and can prepare the right tools straight away.”

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“The only small hiccup we’ve encountered is managing larger groups of external workers, like our cleaning crew. They work across many locations and can’t use a different platform for every client. But that’s being resolved—we’ve heard that FixForm is working hard on API integrations with other platforms.”

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A Professional Image

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For CEO Fien, FixForm has hit the mark. “It’s become the practical, accessible solution we were looking for. What I also find important is that, alongside ease of use, FixForm gives off a professional image. Hundreds of people come through De Hoorn every day, and we want to show that we take pride in offering a perfectly maintained location. If something breaks, we fix it. And with FixForm, we signal that level of professionalism.”

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