Future-focused customer service
Like many other companies, Skandia has been working on digitalising many of its processes and has worked to adjust the organization to remain competitive and to be able to offer its customers modern solutions. At Customer Service Risk and Health, they have reviewed what in practice is optimal for future growth and continued development in order to secure a customer service that can meet the increasingly high expectations of their customers. Their digital transformation is well underway.
The work in Customer Service Risk and Health has meant that they have reworked several of their processes to find further efficiencies and also set up a new target for themselves.
“We no longer think it is enough for our customers to just like us, but we want to achieve dedicated and loyal customers who carry us with them in their everyday life and willingly share their experience of Skandia in their network,” says Maria Bofeldt.
The decision to recruit more managers within Maria Bofeldt’ s department partly comes from believing in a stronger change leadership capacity with fewer employees per manager, who in everyday life will have a better opportunity to ensure a closer dialogue with their employees. This, in turn, will help them make the transition from a workplace to a place of professional development and growth, with a customer focus at heart. Individuals need to be allowed and given room to contribute to the transition of the work culture that Customer Service Risk and Health now strives for and along with it, the development of a positive performance culture.
“With further resources, we have a much better opportunity to be able to contribute to a business that dares to stick out its chin and make things happen,” Maria says. “Employees are given the opportunity to raise things on the agenda and have time to act on challenges they face along the way. In addition, there needs to be room to be able to learn and work with new processes, modern solutions and with new digital tools,” she adds.
At Skandia, they stand for life balance and one’s workday needs to allow for a healthy and more balanced agenda.
“We have so many fantastic colleagues who aspire to so much and they help come up with great ideas, but we as an employer must also give room for our employees to work on these and work on maintaining the changes we’ve made. This to keep a long-term perspective in a fast-paced environment with many developments happening both externally in the market but also internally,” explains Maria.
“Previously we have not really focused on the importance of lifting individual performance, but with a new perspective on feedback, we see the importance of being able to pay tribute to our colleagues,” explains Maria. “This is to inspire, engage and give concrete examples of success and at the same time secure knowledge transfer. It’s about wanting to be better and learning by good examples from each other,” she continues.
- Don’t forget to constantly connect good work and success to customer benefit and how in each role one can make a difference for the business, the customer, for oneself.
- Start by talking about and identifying what the company means with the concept of performance. What does good performance look like and what are the expectations on each employee?
- Work in a way and with tools that add fun and more enjoyment in the workday to create commitment. Forget long PowerPoint presentations. It is important to visualize and repeat the message and create room for dialogue between employees.
- Visualize the words. For example, if you say that you will work more digitally, remove everything that contradicts that. If you no longer need to handle and store long paper trails remove the cabinets in the office.
- Continuously show and communicate the small changes that take place to maintain momentum and energy during a change journey. It is easy to become blind to flaws “at home” and forget that you actually accomplish a lot when you always take small steps in the right direction. An external perspective that more easily sees the changes made can be valuable to enhance this message.
- Encourage employees to reflect on their emotional state and measure this continuously. How do you feel when you get to work in the morning and how do you feel when you leave at the end of the day?
“Success to us can now mean that you as an employee can feel proud of being part of Skandia, where we have the opportunity to make a difference and create value for our customers. That you every morning deliberately choose Skandia and see it as a workplace that is fun to come back to and where we develop together alongside our customers,” explains Maria. “Achieving that attitude, we mean, is infectious in the customer contacts we at customer service have will help to affect how satisfied customers are with the service we deliver,” she concludes.
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