Announcement: Introducing new Customer Support & Operations department

As of 1 April 2026, we will bring together all Life & Pension operations-related activities into a new department: Customer Support & Operations (CSO).

This step is part of our continued evaluation towards a fully integrated SaaS operating model.  by organising our operational activities more clearly and consistently across products and countries, we further strengthen our ability to deliver high-quality, scalable services to our customers.

Our review of current ways of working – including  customer support, operational processes and  cross-team collaboration – highlighted opportunities to simplify and clarify several aspects of our operations. This initiative is designed to address those opportunities in a structured and sustainable way.

Scope of Customer Support & Operations
The new CSO department will be responsible for:

• Customer Support (First Tier); Initial triage, customer communication, case management and progress tracking.
• Technical Application Management (TAM); Infrastructure management, CI/CD automation, monitoring, deployments, patching and fallback testing.
• Release Management; Release planning and delivery, customer regression testing, performance testing, acceptance processes and safeguarding of release quality gates.
• Service Management (SLA); Ensuring service quality, KPI monitoring and harmonisation of our services across customers and product lines.

Over the past months, we have carefully prepared this transition. The organisational design has been finalised and roles and responsibilities across domains have been clearly defined. We have also further strengthened the management team.

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More information

If you have any questions regarding this announcement, please feel free to reach out to Cor van Herk, Director CSO, at cor.van.herk@keylane.com.