TELE2 in brief
Tele2 Sweden had just introduced the strategic change from being a 'price fighter' to a 'value champion'. One of the challenges they faced on the way was relatively low customer satisfaction. Customer Operation, responsible for customer service and thus a major driver of customer satisfaction, was split by its twin assignments of creating high quality and minimising costs.
Together with the Customer Operations management team, The Information Company drew up performance management criteria that created a much clearer focus on driving the whole organisation toward customer satisfaction.
They also identified the most important internal actions and those of their partially outsourced customer service providers in the direction of customer satisfaction. The prioritised customer satisfaction target and the actions needed to achieve it formed the basis for a small number of KPIs that together constituted the unit's performance management.
In order to ensure sustainability, performance management was supplemented with monitoring that set the boundaries to stay within, to achieve maximum customer satisfaction. Among other things, this made sure costs were kept at an acceptable level.
Performance management was visualised in dashboards and replaced all previous monitoring in the unit. The outcome was soon apparent.
Greater customer satisfaction
In just six months, customer satisfaction at Tele2 Sweden rose from 72 per cent to no less than 80! What's more, the share of customer cases resolved on the first occasion (first-time resolution) also rose, which means that costs went down. So by concentrating on customer satisfaction and only monitoring costs, the most important thing to focus on became clear to the whole organisation, which created actions that drastically increased customer satisfaction as well as cost-effectiveness.
- 72% » 80% Customer satisfaction rose in six months
Together with TIC, we defined the KPIs that were most important to us. Everyone we worked with at TIC during this process displayed excellent attitudes, skills and expertise in performance management and leadership. I was also very impressed by TIC's ability to understand our business climate and future challenges. During a few particularly tough days, they challenged me and my management team to take some difficult decisions that eventually had a major impact on our bottom line.
former Customer Operations Manager Tele2 – Kundtjänst
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David Holmberg CEO, Performance Management expert David Holmberg has more than 20 years' experience in strategy and management issues. He has been a consultant to over 90 organisations in the private, public and idea-based sectors. email@example.com +46 705 52 08 64
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