HOW STENA FASTIGHETER IMPROVED DIGITAL ACCESSIBILITY FOR ITS CUSTOMERS
Just before the pandemic, Stena Fastigheter launched a major project to facilitate customers' everyday lives, with a focus on creating better digital service. And the effort has paid off. The result is high customer satisfaction and fewer customers calling in with their questions.
“Our residential and commercial tenants are used to shopping online and booking things like hairdressing appointments online,” says Cecilia Fredholm Vaarning, Head of Sustainable Business at Stena Fastigheter.
“With this in mind, we set out to create a solution for improved digital service. In 2022, we launched an updated customer portal, a new chat function and an in-house digital customer center. Just over a year later, it’s nice seeing how much our digital service is appreciated. For example, our chat function has been rated 4.5 out of 5 by our customers.”
IMPROVED DIGITAL CUSTOMER EXPERIENCE
In recent years, Stena Fastigheter has been on a major digital journey to strengthen accessibility for its customers, making it easier for them in their everyday lives. Among other things, the My Pages customer portal has been improved in several steps:
- Right information at the right time:
At My Pages, the customers can find answers to the most common questions based on where they are on their customer journey. Is a customer moving? If so, it gives them access to information that is relevant at that stage. - Matters of all kinds,
including contact with Stena Fastigheter, can now be handled via My Pages. Previously, only problems could be reported there. - Digital dialog and faster processing:
Once a case is created, customers can begin a dialog for the current case at My Pages with a Stena Fastigheter staff member. In this way, email conversations on individual computers can be avoided. This has several advantages for both customers and Stena Fastigheter. For example, a staff member can easily take over a case when a colleague is sick or on leave. - Chat:
The company now has a chat function, which is visible both at My Pages and at stenafastigheter.se, where Stena Fastigheter’s newly established customer center responds to customers’ questions.
IN-HOUSE CUSTOMER CENTERS – AND NEW WAYS OF WORKING
In 2022, Stena Fastigheter also brought home its customer service, which had been previously outsourced to an external company. A strategic decision to work even more proactively with digital services.
“Our customers can now contact us via My Pages, chat and phone,” says Cecilia Fredholm Vaarning “We measure and follow up, and work proactively to ensure that customers get the best possible service. The number of calls to our switchboard has been halved in one year, while our colleagues at the switchboard can now close more cases at the first contact with our customers, as they know the business.”
