Norlys wanted to become wiser about the good customer experience. Norlys Digital wanted to create a common, uniform culture and service with the customer in focus across all brands.
Norlys started in 2021 with a project to improve the customer experience. In collaboration with nps.today, they implemented a new tool, P-GAP (learn more about P-GAP). A method for calculating the difference between a customer’s and a frontline employee’s experience in a given point of contact to see where there is room for improvement.
P-GAP is used to let employees take initiative and responsibility. Focus is now more on understanding customers which reflects the goal. By listening and focusing on the customer the experience can now be optimized. Employees are more skilled and customers happier.
Via sending out NPS surveys through text messages, to the customer directly after a customer inquiry, Norlys Digital was able to take the temperature of their customers’ experience. Compared with the employee’s assessment of the call, the emotional distance between customer and front employee was calculated. The measurements gave different results, but both the employee with good customer surveys and the employee with bad customer surveys seemed to do the same thing to provide a good customer experience.
When both employees respond that they listen to the customer, are understanding and patient, the problem is not that the employee with the bad measurements does not perform. The problem is that none of them are aware of why they are actually doing good or bad. With P-GAP, we get the answer and can find the solution
By listening to customers, Norlys Digital can optimize the customer experience with the customer as a supervisor.
Every day, customers try to teach us something through the feedback they give us. It is about understanding their needs and being aware of our own behavior. The more we train our empathic ability, the better our performance will be
Norlys Digital has already been able to feel the difference. Their agents have become more skilled, and customers have become more satisfied. Dan says that the employees are particularly happy with the built-in dashboards in Puzzel. They give them a constant overview of data while sitting and working in the system.
The dashboards nps.today have developed are really insightful, and they give the agents the huge advantage that in the actual contact with a customer they can act proactively based on it. individual customer satisfaction
Another noticeable difference the implementation of P-GAP has made for the work with CX is that the employees themselves take the initiative and responsibility now. They have been given direct access to a tool that can create learning, and a method to train behavior to be able to find the answers to the good customer experience themselves. Previously, it was the managers who folded the numbers out for the company’s performance. Now it is more the employees who come to the managers to get sparring based on the insights they themselves have gained.
“We have already come a long way in focusing less on KPIs and results and more on training behaviors and understanding customers in a new way. Most can also see that two different employees can have vastly different behaviors and still provide excellent service. The task is to let the individual employee’s talents shine through and balance them in the right amount for different customer types” Dan Lauritzen, CX project manager, explains.
The implementation of P-GAP started as a tailor-made pilot project with the development of a plug-in for Puzzel, the contact system Norlys Digital uses. By involving both customer and system developer in a collaboration, nps.today could take into account all features of the system and to a large extent the customer’s needs.
It is the nature of a pilot project to foster frustrations, but we now have an effective tool that anyone with ambitions to become wiser in customer service can benefit from”
Today, nps.today provides a ready-to-run tool that is fully integrated with Puzzel.
It was not difficult for Norlys Digital to choose their partner to complete the project.
We chose to work with nps.today because they offered to develop P-GAP for Puzzel. It has been an incredibly rewarding collaboration, where nps.today has understood our needs and been good at fine-tuning the tool for our call flow
P-GAP has been crucial to improving the customer experience and creating a common culture in Norlys Digital, and the group plans to expand across the entire organization and to more contact points and communication channels. Dan’s ambition is for Norlys Digital to understand their customers’ needs so well that P-GAP will be a redundant tool for them in the future.