Sefocam is an organization that must be able to rely on its IT partner: their data is essential and the processes are crucial. Tricore went all out for this setup. Together we take the elevator to the top floor.
Simon from Mast Agency visited Tricore & Sefocam to learn the story behind this collaboration.
The IT setup that Tricore manages for Sefocam is one according to the book, one of the highest level. But does that also reflect the level of collaboration? We will find out soon.
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How Tricore helped Sefocam:
- From reactive to proactive IT management
- Data backup & replication (full redundancy)
- Data security
- Decisive service desk
Hello Frank, hello Stijn. Tell us what Sefocam does.
Frank: “Sefocam is a non-profit organization that coordinates the Sectoral Supplementary Pension (SAP) for the workers of 5 related metal sectors. A SAP can be seen as a type of group insurance at the sector level.
In addition, Sefocam manages the IT platform for the operation of the social funds of those 5 sectors. Our task is therefore both coordinating and supporting, specifically for those sectors. I myself lead this entire team.”
What do the social funds stand for?
Frank: “The social funds are responsible for the payment of a number of supplementary compensations such as those for Temporary unemployment for economic reasons. That is therefore separate from the SAP.”
“Tricore has a tight plan”
Which are those related metal sectors exactly?
Frank: “It is a cluster of 5 sectors. Specifically, these are garage companies, metal trading, bodywork, metal recovery, and precious metals. Each of those sectors has its specific joint committee (PC).”
And what is your role, Stijn?
Stijn: “Before 2019, the pensions of the workers employed in these 5 sectors were managed by a group insurer. However, on 01/01/2019, a pension fund was started to manage this ourselves. That is also the moment I joined. That fund eventually got the name Sefoplus OFP.”
How did you actually get to know Tricore?
Frank: “Oh, our collaboration — especially that with Stijn — goes way back, I believe to 2008. Stijn was still working for another IT company at that time and did the entire startup of our IT infrastructure. Robin and Jonas were Stijn's colleagues and I got to know them later as well.”
Note: Here we are of course talking about Stijn from Tricore. Even in the names, they found each other ;-).
“Tricore in one word? Driven.”
And what did you think when you heard they were going to start their own business?
Frank: “To be honest, that initially brought an uncertain feeling. I knew they were technically very capable, but starting a business is still something completely different. And for us, continuity in service delivery was very important.”
How did Tricore respond to that?
Frank: “A few months after they started, I invited them to come explain their plans and vision. And actually, that was a huge reassurance. I immediately realized it wasn't just a whim; they had thought it through together.”
What is important to you in an IT partner?
Frank: “The security aspect (data security) is an absolute priority for us. As a facilitating organization, we process personal data such as payroll data and national registers. That is data that must be kept safe.”
“When I call the Tricore service desk, the person who answers helps me from start to finish”
Stijn: “That's right. And in addition, continuity (back-up & recovery) is also important. If our system were to fail, a replacement system must be active within a very short time, with the most recent data.
💡 When there is a fully redundant system ready to take over in case of a failure, we speak of a complete redundant setup.
What does that redundant setup look like for you?
Stijn (Tricore): “I gladly take that question (laughs). We have provided both an in-house backup system and an external backup system for Sefocam.
That backup at an external location is important because one location can theoretically always be disabled by, for example, a fire or a major power outage.”
And where is that external backup located?
Stijn (Tricore): “We have our own Tricore data infrastructure that is part of a large tier3++ data center located in Brussels. Such a data center is equipped with the highest security standards.
One of the security systems is, for example, the optical measurement of fire smoke. Such a measurement works much faster than a smoke detector. They detect the fire even before there is smoke.”
"When Stijn from Tricore says he will keep it short, you know a detailed explanation is coming :-)"
Has such a failure actually happened often?
Frank: “Not so far.”
What do you mean, not yet?
Frank: “Yes, the live setup (what we internally call the A-setup) has actually never failed. We do regularly test the backup installation, but that is an artificial switch-over as a test. It has never been necessary in a real situation.”
That must give you a lot of peace of mind when I hear that?
Frank: “It does, I can really trust the continuity of our system. I am also really very satisfied with that situation.”
How would you describe Tricore in one word?
Frank: “Driven, passionate. That is what stands out to me the most. And furthermore, the complementarity between Robin, Stijn, and Jonas is also noticeable. They complement each other well.”
Do you also experience that drive, Stijn?
Stijn: “Certainly. I actually have a funny anecdote about that drive: We are regularly screened by an external risk manager regarding the safety of our data. And that risk manager asked — as often — for additional info. I passed those questions on to Stijn.
Stijn then replied: ‘I don’t have much time, so I’ll keep it brief.’ What followed was a true exposition. The risk manager indicated that it was ‘sufficient.’ We haven’t heard from him since :-)”
Have you also been in contact with the other colleagues at Tricore?
Frank: “Yes, Steven and Stephanos have also been here to implement certain adjustments. Comments were not necessary. It is clear that they know what they are doing.”
Stijn: ”Yes, I have been in contact with them several times when I called the service desk (of Tricore). What stood out to me is that they not only noted the problem but also immediately solved it themselves. So I had contact with one person from start to finish, which is very pleasant.”
Do you actually see any improvement opportunities for the future?
Frank: “Actually, I can’t name any, we are really a satisfied customer. But I do have to admit that I sometimes think: ‘Will they be able to guarantee the same service if they grow larger in the future? That is a theme they might have to work on in the coming years.”
“Actually, we are very satisfied”
Actually, you want the quality to remain as good as it is now at all times? :-)
Frank: “Yes, that's right. It has to stay that way for us (laughs)!”
Stijn: “I feel the same way! As our system runs now, it should stay that way.”
Simon (Mast Agency): Ok guys, all questions have been asked. Thank you for the inspiring interview!
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3 core characteristics of Tricore:
- Ambitious and dedicated team of IT professionals.
- Their mission? To provide every SME with a strong IT infrastructure.
- Proactive approach: solving problems before they arise 👌.
Want to know more about Tricore?
Email info@tricore.be.
Want to know more about Sefocam?
Surf to www.sefocam.be.