P-GAP made a huge difference for Norlys
The implementation of P-GAP was a challenging eye-opener for the telecommunications group Norlys Digital. And a key tool in the work of improving the customer experience and creating a uniform culture.
Empathy rather than the KPI is the key to the good customer experience
Challenge
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.
Solution
Norlys started in 2021 with a project to improve the customer experience. In collaboration with nps.today, they implemented a new tool, 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.
Result
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.
Discrepancy provided valuable insights
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.
Focus on learning gives significant results
By listening to customers, Norlys Digital can optimize the customer experience with the customer as a supervisor.
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.
Frontline employees take responsibility
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 solution for Puzzel became Plug & Play for everyone
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.
Unique collaboration created common culture
It was not difficult for Norlys Digital to choose their partner to complete the project.
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.
About Norlys
- Utility company with over 1 million customers
- Supplies both electricity and Internet
- Fusion of SE and Eniig
- Owns Boxer, Stofa and Eniig Fiber
- Uses NPS for Puzzel and PowerBI
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