Greenbow lives and breathes customer satisfaction
Delivering the best customer service in the industry requires the right tools. With NPS for Dixa, Greenbow has gained an integrated solution that enables them to measure, understand and act on customer feedback in real-time directly within their existing system. Now, managers and employees have valuable insights through user-friendly dashboards, allowing them to work strategically to enhance the customer experience.
Challenge
Greenbow wanted a customer center solution from a single provider, but choosing Dixa proved insufficient when it came to measuring the customer experience.
Solution
Greenbow chose NPS for Dixa, a plug-in solution that enables you to measure, understand, and act on the customer experience directly in Dixa.
Result
Based on relevant feedback directly from customers in user-friendly dashboards, managers and employees are equipped to enhance customer satisfaction.
Greenbow sets new standards for customer satisfaction
The best customer service in the industry – nothing less. But it has never been about awards and trophies. For Greenbow, customer satisfaction is what truly matters.
Greenbow is a Danish growth company that provides subscription-based charging solutions for electric vehicles. The company was founded in 2022 and customer satisfaction is the top priority. This commitment has earned recognition, including the ‘The Industry’s Best Customer Service’ award at the Wilke Customer Service Awards. However, awards are not what drive the efforts in the customer center.
“Our overriding KPI is satisfaction. I don’t focus on waiting times or other details. Satisfaction says it all. At Greenbow, we celebrate the NPSs of the month,” says Helle Wiese, Director of Sales, Service and Loyalty at Greenbow.
Customer service built from the ground up
Even before there was a phone number for customers to call, Helle Wiese became part of Greenbow’s leadership team. Her task was to ensure the right conditions to deliver exceptional customer service.
“At Greenbow, we truly mean it, and we have from day 1. My role was to establish a customer service center in a class of its own. I stepped into the role with years of experience in the field. But here, I started with a completely blank canvas,” says Helle Wiese about the development of the digital platform that today serves as the foundation of Greenbow’s work with customer service.
Not strong enough in measurements
Initially, Greenbow wanted to consolidate everything with a single provider, and the choice fell on Dixa, which is one of the market’s leading omnichannel platform providers. However, the solution fell short when it came to satisfaction surveys and their practical use.
“Dixa’s survey function didn’t match our level of ambition, so we needed experts. I reached out to nps.today and already in the initial dialogue, their expertise convinced me. They have a truly unique ability to measure effectively while at the same time transforming customer input into actionable insights that we, as a company, can act on”, explains Helle Wiese.
She adds that NPS for Dixa has given Greenbow a deeper understanding of customer satisfaction and the ability to take targeted action: “Many customer service managers proudly share that they have a high score, but they rarely know why. We do. The insights we gain prepares us to understand how our behavior affects the customer and what we need to do to give them an even better experience with us.”
Measure - Understand - Act
Greenbow chose NPS for Dixa, which is a plug-in solution that allows them to measure and improve the customer experience directly in Dixa. This solution enables Greenbow‘s customers to provide feedback in a format where they can choose to add a comment and a reason or simply submit a score. All of this is available to employees and management in real-time. Ready to act on.
Inspiring and developmental for employees
Reason mapping, measurement of all touchpoints in the value chain, and the employees’ own perception of the conversation compared to the customers’ (P-GAP) are some of the areas that Greenbow is looking forward to implementing and utilizing.
“With nps.today, we have the tools to further develop our customer service based on direct feedback from our customers. This provides great opportunities for learning and personal development for each individual employee. At the same time, the dynamic feedback loop is especially motivating for our young employees. They want their work to make sense, and with these tools, they experience just that. This is why nps.today is also a great asset for us in retaining young employees in particular,” concludes Helle Wiese.
About Greenbow
Greenbow is a Danish growth company that offers subscription-based charging solutions for electric vehicles. The company was founded in 2022 and focuses on making charging simple, accessible, and user-friendly for EV drivers. With a digital and customer-centric approach, Greenbow strives to create a more flexible and seamless charging experience for their customers.
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