Centralised customer service provides operational reliability without compromising local nature
In Norway, several local companies are supported by a centralised customer service centre, which answers thousands of calls and contacts every month.
Chris Hansen, who is in charge of the operations of the service centre, sees many advantages in the operating
model for PHM’s local companies: “It is important to be easily accessible and to meet the needs of customers.”
The service hours were extended in autumn 2024. “We needed to extend our service hours to better serve the residents who only come home in the evening and need our help,” says Chris. The local companies, on the other hand, are independently responsible for organising on-call service.
According to Chris Hansen, customer satisfaction has improved thanks to fast response times, among other things.
During the winter season, snowfall multiplies the number of contacts, which also shows the impact of weather conditions on the demand for services. Even then, it is necessary to be able to operate efficiently without compromising on the quality and locality of customer service.
Centralised customer service allows the local companies to focus on their core tasks without their staff being tied to a phone or computer. This has led to more efficient operations and better service.
Importance of cooperation
Every customer service employee has been thoroughly trained in the operations of the local companies. Designated
team members are responsible for handling contacts, which enables a quick response to customer enquiries. “We are
in close contact with the local companies to stay up to date on important events, weather conditions and company
situations,” continues Chris.
In addition to customer contacts, the customer service team is responsible for the local companies’ invoicing. Chris emphasises that centralised customer service is important to preserve the spirit of a local company and thereby ensure a positive customer experience. The aim was to create a professional and efficient operating model that benefits both the companies belonging to PHM and their customers. Based on customer feedback, this has been successful.
“Our operational reliability and high quality are also based on customer service not being dependent on the presence of a single person. Duties are shared within the team, which means that our customers receive good service at all times, and the local companies can focus on their own core business.”
