NEW TECHNOLOGY AND WAYS OF WORKING PAVE THE WAY FOR NEW BUSINESS OPPORTUNITIES
Alexa, Siri and Cortana. Probably names you have heard of and in some cases have used. They are all names of Chatbots transforming our way of working and interacting with our customers. A Chatbot is a computer program that simulates human conversation through voice commands or text chats or both. How can we then use this new technology within Stena? Stena Digital Transformation Lab created a proof of concept (PoC) together with Stena Fastigheter, using new technology in a new business through new way of working. This PoC was called Hom-E and was delivered beginning of September.
STENA FASTIGHETER’S VISION – TO BE THE TENANTS’ FIRST CHOICE
To support that vision Hom-E was created as a PoC to try out and explore new technology, new collaboration and new ways of working to create new business value. Stena Digital Transformation Lab (DTL) had the technology and partners through internal and external network. Stena Fastigheter had the perfect client base, great potential in finding business value and was also positive of running a PoC together with Stena DTL. Hom-E is a virtual landlord with the possibilities to support the tenants 24/7/365 with all kinds of questions connected to your apartment.
WAY OF WORKING
Stena DTL had through the network collaboration with EBI Solutions, which is a London based company with experience and knowledge within AI and chatbots. As a start for the PoC everyone within Stena Fastigheter had the opportunity to apply to attend the project group. The project group was put together with representatives with various backgrounds, from different parts of the company but with the common engagement and commitment to drive the business forward. There was nothing else than a starting date and a delivering date given. Lotta Peterson from Stena Fastigheter took on the role as project manager and digital coach for the project was Ida Lööv from Stena DTL.
One of the aspect of digital transformation is about creating zero distance to customers, going from product and service to platform. The sucessfactor in this project was to involve the customers, the tenants in the pilot area Ängby Park at an early stage through using the chatbot and in that way developing and extend the knowledgebase for it. Not only asking many questions but also asking the right type of questions in several languages and in different ways to challenge and securing that Hom-E will support the vision for Stena Fastigheter to be the tenants’ first choice. The project collected striking 9,000 unique questions in a 2 weeks’ time.
Further on the project group didn’t have a steering group, instead there was an awesomeness team in place to remove all obstacles for the team and making them as successful as possible. In the awesomeness team there was representatives both from Stena Fastigheter and Stena Digital Transformation Lab.
A chatbot is dependent on input of data and frequency of use to build up its intelligence. Through input of all data available internally but former a and first through input from the customers this pilot was successfully delivered at Stena Fastigheter yearly conference in beginning of September. Then Hom-E had been up and running since June and had also been evaluated from the tenants in Ängby Park.
Some comments from the tenants are: “It’s great that you always can ask questions and get a response or feedback that personal customer service will get back to you soon!” and “Hom-E can be helpful with most of the questions connected to the accommodation, especially minor things that you otherwise will not take the time to call service center.”
FINDINGS AND LEARNINGS
- A summon of success factors are:
- Collaboration and insights in internal and external networks
- Collaboration between Stena Fastigheter and Stena DTL
- Brave leadership
- Enablers and supporters engagement
- Selection and composition of project team
Finally, this quote from Christel Armstrong Darvik, MD/CEO Stena Fastigheter, summarize the delivery well:
“Our vision is to be our tenants’ first choice – a high ambition that sets demands and provides space for further development. Our virtual landlord, Hom-E, is a major step forward to providing our customers with the best service with maximum availability around the clock, all year round.”
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