Digital CX innovation at scale

Being the best in a competitive market

Nuuday serves most Danish homes and businesses with telecom services through multiple brands, supported by nine contact centres and 40 retail stores. The company received around 4.2 million calls in 2022.

Staying ahead in a fiercely competitive broadband, TV and mobile market means always creating the best digital services and customer experience. But point solutions that were difficult to connect and expensive to maintain made this a challenge for Nuuday. These included CRM solutions, operational support systems and billing with bespoke developments on aging on-premises contact centre technology.

“We are undertaking a major transformation — of which Genesys is a big building block — that will change the way we operate,” said Michael Stinner, Head of CX Operations at Nuuday. “That includes innovating much faster, providing our products and services digitally across all parts of the business, and giving customers more choice of how they interact. For example, customers will be able to buy fiber online rather than queuing and then to speak to someone.”

Taking an evergreen cloud approach

Targeting improvements in areas such as NPS, fiber delivery accuracy and meeting installation dates, Nuuday realised it was time to phase out its heterogeneous legacy IT setup. Besides a major technology transformation on billing and operational support systems, Nuuday is driving a CX transformation. In this space the company sought an evergreen cloud platform that was constantly evolving and never at risk of becoming outdated. Nuuday invited tenders before eventually choosing the Genesys Cloud™ platform.

“We wanted to get away from heavy customisation and standardise in the cloud,” added Stinner. “Genesys is fully out-of-the-box, had the most impressive product roadmap and could be easily integrated with our feature set.”

Supported through regular workshops with NetDesign – now integrated in TDC Erhverv and rebranded as TDC Erhverv Solutions – and Genesys Professional Services, the first Nuuday brand went live after four months. Another two brands, along with the 118 national directory services, have since migrated. Currently, there are 1,300 users on the platform — with more to follow.

“I’m super proud of what we’ve achieved,” said Stinner. “Having an engaged project team, dedicated change management and sound out-of-the-box guidance were key to our success. It shaped how we onboarded and adopted new ways of working. And we’ve been able to retire 10 legacy systems.”

Now customer service reps no longer operate in siloed teams; they work more efficiently through one interface, effortlessly swapping between phone, email and web messaging conversations. In addition, Genesys Workforce Engagement Management ensures easy-to-retrieve call recordings and assists with routine back-office tasks like forecasting and scheduling.

“Our employees like the Tempo app and appreciate being able to check schedules and request time off using their mobiles,” said Stinner. “We will shortly be rolling out the shift trade tool and plan to explore Genesys coaching and gamification features, too.”

Extending cloud benefits beyond the contact centre

To further improve productivity, Nuuday extended Genesys beyond its customer service reps, giving retail store staff access to the solution. So, during quiet periods, those staff members can help contact centre colleagues by answering calls and messages or making outbound calls and following up on leads.

“Being the best service provider means ensuring a seamless experience everywhere, not just for our customers, but for our employees too,” said Stinner. “And to do that well, you need a proper system that makes it easier to manage things like planning, routing and channel switching — which we now have with Genesys.”

Incorporating asynchronous messaging

A major strategic pillar, introducing asynchronous communications, also helps support a new operating model. With Genesys Web Messaging, retail staff can start messaging conversations, break off when a customer enters the store and then pick up again exactly where they left off.

And it’s proving popular with customers.

“A year ago, we processed around 10,000 chat messages a month across the business,” said Stinner. “Now, we’re handling between 45,000 and 50,000. And that’s just for one brand. Plus, we can see the full chat history, so customers get a better joined-up journey and don’t have to repeat themselves.”

Great customer service creates business value

Modernising CX management and transforming operations with new ways of working is having a positive impact across the entire business.

Nuuday has also seen a drop in staff attrition rates. Plus, its YouSee brand recorded a 2.5% reduction in call transfers and 5% (25-second) decrease in handling time. Retiring 10 legacy systems and consolidating onto a single cloud contact centre platform has lowered its technology costs by 40%, with a corresponding headcount saving on system maintenance.

These improvements contributed to a strong set of Q4 2023 results, which included growth in private broadband sales, a 14.3% increase in EBITDA and a 5% improvement in NPS.

“I believe our customers are noticing our investments through a better customer experience, which has laid the foundation for good commercial and financial results,” concluded Jon James, CEO at Nuuday. “We are now reaping the first benefits of our transformation and looking forward to delivering even more progress.”