New work processes with a customer-oriented solution

New work processes with a customer-oriented solution

Kartverket aims to streamline and provide better support to its existing and new customers. One of the initiatives is to develop a customer service that is efficient and an automated solution for the employees. ProsessPilotene are proud to announce that Kartverket chose us to implement such a solution.

Kartverket is in charge of the geographical infrastructure and public property information in Norway. Starting from a situation in which inquiries from customers and users were hardly coordinated internally, Kartverket has in collaboration with us completed a project that implemented Microsoft Dynamics CRM in the organization. Microsoft Dynamics CRM is used to handle inquiries regarding all of Kartverket's work areas and services either through their call center in Ullensvang or directly to their four divisions.

Espen Blomdal, advisor at Kartverket's call center in Ullensvang complements:

”When our helpdesk was expanded from just covering registration of deeds to covering the entire Mapping Authority, the project was named «A door in». This was because we wanted a common point of contact so that our customers would not need to relate to many divisions. With an expanded customer center, Kartverket appears as one unit, and through the use of the CRM system, it can provide customers with faster and better answers than earlier”

The result of our collaboration with Kartverket has given them a redesign of several work processes and the way they work with inquiries from customers. Through the implementation of Microsoft Dynamics CRM, cases that could previously last for several days will be taken care of immediately or delegated to the organization.

Blomsdal further states:

”History is always available, and those who contact us find that the problems are handled in a good way. The call center currently represents an effective first line of contact, and it helps our colleagues in the different to use their experience and knowledge in a more accurate manner than before. - The professionals are experiencing a much quieter workday where they can focus on the things they really want to work on - and which they should be working on - rather than the simple everyday problems that the call center takes care of, such as at SATREF, the control center for positioning services.”

In cooperation with the Kartverket and Microsoft, a video was made that illustrates the implementation of Microsoft Dynamics CRM: