Then and now: Tom van Noort

From Paperclips to AI: Tom van Noort’s Digital Journey at Heisterkamp. What was work at Heisterkamp like before everything went digital?
Back when documents were stored on paper, schedules were written with markers on A3 sheets, and young people spent their Saturdays sorting paperwork with paperclips? In this interview, we take you inside the story of Tom van Noort, IT Manager at Heisterkamp, who witnessed — and helped shape — the entire digital transition. From the first digital calendars to using AI as a daily assistant, Tom speaks with passion about the journey the organization has made. About growth, challenges, and successes — but above all, about the human side behind all the tech. An open and inspiring conversation about how digitalization doesn’t just transform processes, but also connects people.

What did IT look like when you first started at Heisterkamp?
“The difference with today is almost unimaginable. Back then, if an invoicing clerk needed a timesheet or CMR, someone would pull open a drawer overflowing with paper — literally filled to the brim. On Saturdays, there were young people working who would separate the carbon copies of the timesheets and attach the matching CMRs to them using paperclips. I once dropped by on a Saturday — there was a whole group of teenagers, 16 or 17 years old, busy handling all those documents. And honestly, even though it sounds bizarre now, it actually worked really well at the time.”

What was your first impression of IT at Heisterkamp?
“When I started in 2007, people mostly saw IT as something that cost money. A necessary evil. But that perception has changed drastically over the years. Back then, the IT department had five employees — now it’s twenty. These days, everyone understands how much we rely on it. Unplug a single cable, and a large part of the operation comes to a halt. No email, no phone, no planning, no invoicing — even the barrier at the gate stays down. We’re all dependent on digital tools. And that’s actually a good development, because it means IT is now recognized as critical to the business, and in some cases, even as a business enabler. But on the flip side, that reliance also brings a certain anxiety. What do we do if IT stops working, even just for a moment?”

What are some examples of tools or processes that have changed?
“Everything. The entire application landscape at Heisterkamp now consists of around a hundred different tools. From planning, invoicing, and workshop systems to applications that support the rental and sale of trucks and trailers, HR and accounting software, and portals for both customers and employees. When I first started, I was asked to set up mobile access to the director’s calendar. They handed me an Office 2000 CD. I thought, ‘Oh no — this is never going to work.’ Luckily, we still had a license for Office 2003. These days, your calendar just syncs automatically on your phone.

Many workflows that used to be paper-based — like daily reports and CMRs — are now fully digital. Security has also become a much bigger priority. In today’s world, with weekly news stories about DDoS attacks and ransomware taking down companies, IT security is a constant focus at Heisterkamp. And not just within the IT department — through awareness campaigns and training, we make sure all employees understand the risks.”

"The technology is there, but people need to be able to keep up with it. That human factor is sometimes overlooked — and yet it’s exactly that combination of technology and getting people on board that makes my job the most rewarding there is."

Tom van Noort - Manager ICT

What was a major milestone in digitalization?
“The implementation of the planning system for the Transport division in 2012 was a real turning point. Until then, the planning was done in Excel — and partly even still on paper, especially for the weekend schedules. A3 sheets with Tipp-Ex were completely normal. When the weekend planning also went live in the new system, many were nervous. What if something went wrong? It could mess up the entire week's planning. But it went well — in fact, they finished two hours earlier than usual. From that moment on, everyone was convinced.”

How do you deal with the constant changes in IT?
“It can be tricky to explain increasingly complex IT in a simple way. If you get too technical, people tune out. But you still want to show the added value of automation or digitalization. IT at Heisterkamp runs 24/7 because there are always people working. If something goes down at night, we get called. Without a computer, almost no one can do their job. Planning, invoicing, workshop, sales, HR — every process relies on IT in some way. That reality makes the work important — and exciting.”

What role does AI currently play in your work??
“A big one. I really see AI as an assistant. Whether it’s summarizing, translating, or structuring text — it saves time and helps me stay sharp. A lot of colleagues are already using it, often without realizing it. And that’s exactly the goal: making it accessible. Not just saying ‘do something with AI,’ but showing how it makes your work easier. From simple translations, pre-generated code, to complex data analyses — these are real, usable examples of how AI is already being used at Heisterkamp.”

What has changed most at Heisterkamp as a whole?
“Our growth. We've expanded in size, in locations, in countries, and in the type of work we do. There’s been a huge increase in diversity. Roles that used to exist are now obsolete because they’ve been digitalized. And that process is ongoing. Think of ‘sign-on-the-glass’ — soon that’ll feel just as normal as signing a piece of paper. IT keeps helping us move forward.”

And what about the company culture, how do you see that evolving?
“Heisterkamp has always remained a family business, despite our growth and international character. A few years ago, you’d still see kids running through the hallways now and then, and it’s a company where people genuinely know each other. At the same time, we’ve become much more international — and during the annual summer party, where all countries and branches come together, there’s still that same friendly, welcoming, family-like, multicultural atmosphere.”

What’s a tradition or habit you appreciate?
“The pride people feel for this company. Long service anniversaries are celebrated, and people really get their moment in the spotlight. That says a lot about the atmosphere here. You also notice it in the level of engagement — people take responsibility for their work and for each other. And that’s something I truly value.”

Finally, is there anything else you’d like to add?
“Sometimes I wonder: what would things look like if we hadn’t embraced IT the way we did? But at the same time — how much more can we still achieve? There’s still a lot of potential across the different divisions. But progress needs to happen at a pace people can follow. The technology is there, but people need to be able to grow with it. That human factor is sometimes overlooked. Not everyone is eager for modernization, or grew up with digital tools — some colleagues lose interest if things move too fast. And yet… that combination of technology and getting people on board — that’s what makes my job the most rewarding there is.”