{"id":21085,"date":"2026-09-17T20:37:33","date_gmt":"2026-09-17T18:37:33","guid":{"rendered":"https:\/\/itx.no\/kundcase\/avida-finans\/"},"modified":"2026-09-17T20:37:35","modified_gmt":"2026-09-17T18:37:35","slug":"avida-finans","status":"publish","type":"page","link":"https:\/\/itx.no\/sv\/kundcase\/avida-finans\/","title":{"rendered":"Avida Finans"},"content":{"rendered":"\t\t
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Hur Avida Finans hanterade kundtillv\u00e4xten fr\u00e5n 50 000 till 550 000 \u2013 utan att f\u00f6rlora kontrollen \u00f6ver kunddialogen<\/span><\/span>\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Foto: Avida Finans<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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N\u00e4r Avida Finans stod inf\u00f6r sin mest kr\u00e4vande tillv\u00e4xtfas n\u00e5gonsin beh\u00f6vde de en l\u00f6sning som kunde ge full kontroll och h\u00f6g drifts\u00e4kerhet \u2013 och det snabbt. P\u00e5 bara tre veckor gick Avida \u00f6ver fr\u00e5n sitt d\u00e5varande system till en ny plattform f\u00f6r kunddialog, som sp\u00e4nner \u00f6ver tre l\u00e4nder, med migrering av 50 000 kunder. I n\u00e4ra samarbete med ITX blev \u00f6verg\u00e5ngen b\u00e5de effektiv och s\u00e4ker.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Vilka \u00e4r Avida Finans?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Avida Finans \u00e4r ett nordiskt kreditinstitut med verksamhet i Sverige, Finland och Norge. F\u00f6retaget erbjuder finansiella tj\u00e4nster s\u00e5som l\u00e5n, sparande och fakturafinansiering, b\u00e5de till privatpersoner och f\u00f6retag. Med ett tydligt fokus p\u00e5 tillv\u00e4xt har Avida byggt upp en betydande kundbas i hela Norden \u2013 och n\u00e4r f\u00f6retaget pl\u00f6tsligt v\u00e4xte fr\u00e5n 55 000 till 550 000 kunder m\u00e5ste infrastrukturen f\u00f6r kunddialog utvecklas i samma takt.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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En l\u00f6sning som inte kunde anpassas till tillv\u00e4xten<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Avida Finans, som bedriver verksamhet i Norge, Sverige och Finland, hade stora tillv\u00e4xtambitioner. N\u00e4r Avida Finans f\u00f6rv\u00e4rvade Santanders kortportf\u00f6lj 2024 skulle antalet kunder \u00f6ka fr\u00e5n 55 000 till hela 550 000, samtidigt som 65 nya medarbetare skulle anst\u00e4llas.<\/span><\/p>

Men de system de anv\u00e4nde \u2013 d\u00e4ribland kundtj\u00e4nstsystemet fr\u00e5n Zendesk \u2013 blev f\u00f6r oflexibla och f\u00f6r kostsamma i takt med den \u00f6kande volymen. Avida ins\u00e5g att de beh\u00f6vde n\u00e5got nytt:<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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”Vi ins\u00e5g att vi var tvungna att g\u00f6ra n\u00e5got. Vi hade ett avtal med v\u00e5r leverant\u00f6r som kostade mycket pengar, och det passade inte den volym vi beh\u00f6vde. Vi beh\u00f6vde en f\u00f6r\u00e4ndring. Det h\u00e4r g\u00e5r inte \u2013 g\u00f6r vad ni m\u00e5ste, men vi m\u00e5ste s\u00e4ga upp det h\u00e4r avtalet. Skaffa en ny leverant\u00f6r.”<\/span><\/em><\/p><\/blockquote>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Tillv\u00e4xten beh\u00f6vde st\u00f6djas av en ny l\u00f6sning som var robust, men samtidigt enkel att implementera \u2013 och inte minst tillg\u00e4nglig oavsett land, spr\u00e5k och lagstiftning. Tidspressen var ocks\u00e5 betydande: Inom tre veckor m\u00e5ste de vara i drift i Norge, och d\u00e4refter i Sverige och Finland.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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L\u00f6sningen: En skalbar och flexibel plattform <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Efter en grundlig upphandlingsprocess f\u00f6ll valet p\u00e5 ITX Norge AS. L\u00f6sningen var ett molnbaserat kontaktcenter som samlar telefoni, e-post, chatt, SMS, sociala medier och \u00e4rendehantering i en och samma plattform. Systemet \u00e4r utvecklat och drivs i Norge \u2013 med all datalagring och support lokalt.<\/span><\/p>

Man valde en lean-strategi f\u00f6r att klara den korta tidsramen. Migreringen genomf\u00f6rdes som en \u201das-is\u201d-\u00f6verf\u00f6ring f\u00f6r att undvika on\u00f6dig komplexitet. Avida fick intensiv utbildning och \u00e4garskap \u00f6ver l\u00f6sningen:<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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”ITX erbj\u00f6d utm\u00e4rkt, praktisk utbildning som snabbt gav v\u00e5ra superanv\u00e4ndare tillr\u00e4cklig kunskap f\u00f6r att kunna konfigurera systemet i v\u00e5r egen takt.”<\/span><\/em><\/p><\/blockquote>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Att l\u00f6sningen enkelt kunde \u201dkopieras och klistras in\u201d p\u00e5 andra marknader gjorde det m\u00f6jligt att snabbt etablera de nordiska kontoren.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Full drift i tre l\u00e4nder p\u00e5 tre veckor<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Bara tre veckor efter att avtalet med ITX undertecknades var Avida i drift med den nya plattformen i Norge \u2013 och strax d\u00e4refter i Sverige och Finland, allt inom en m\u00e5nad. \u00d6ver 50 000 kunder och alla deras kontaktkanaler migrerades utan driftstopp eller allvarliga fel.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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”P\u00e5 tre veckor lyckades vi migrera och drifts\u00e4tta allt i det nya systemet f\u00f6r tre l\u00e4nder. Vi migrerade \u00f6ver 50 000 kunder och alla deras kunder till v\u00e5rt nya system.”<\/span><\/em><\/p><\/blockquote>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Starten i Norge var kr\u00e4vande, men trygg:<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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”Den f\u00f6rsta veckan efter driftsstarten i Norge fick vi cirka 4 500 telefonsamtal och 2 500 inkommande e-postmeddelanden. Det var ingen mjukstart. Men det fungerar i Norge, kunderna kan kontakta oss \u2013 nu g\u00e5r vi vidare till n\u00e4sta land.”<\/span><\/em><\/p><\/blockquote>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Ett samarbete pr\u00e4glat av kontroll och trygghet<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Det var ingen liten uppgift att tiodubbla kundbasen och migrera tre l\u00e4nder till en ny l\u00f6sning p\u00e5 tre veckor. Trots detta lyckades Avida med detta utan st\u00f6rre problem, tack vare ett n\u00e4ra samarbete, lokalt \u00e4garskap och en l\u00f6sning som var b\u00e5de enkel och kraftfull. Avida Finans erfarenhet visar hur en kr\u00e4vande \u00f6verg\u00e5ng kan hanteras effektivt \u2013 med r\u00e4tt partner och en flexibel plattform som grund.<\/span><\/p>

Vi tackar Avida Finans f\u00f6r deras f\u00f6rtroende!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Foto: Kundservicedagarna 2025 \u2013 fr\u00e5n v\u00e4nster: Linda Wikstrand, Felix Malm, Lena Solberg, Kristin Vanni, Lars Buraas, Morten F. Klausen, Stina Ekenes och J\u00f8rgen Sch\u00fcren.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Kanske kan vi hj\u00e4lpa dig ocks\u00e5? <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Kontakta oss p\u00e5 +46 8 557 600 70, skicka e-post till salg@itxuc.com<\/a> eller anv\u00e4nd formul\u00e4ret nedan.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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Hur Avida Finans hanterade kundtillv\u00e4xten fr\u00e5n 50 000 till 550 000 \u2013 utan att f\u00f6rlora kontrollen \u00f6ver kunddialogen Foto: Avida Finans N\u00e4r Avida Finans stod inf\u00f6r sin mest kr\u00e4vande tillv\u00e4xtfas n\u00e5gonsin beh\u00f6vde de en l\u00f6sning som kunde ge full kontroll och h\u00f6g drifts\u00e4kerhet \u2013 och det snabbt. P\u00e5 bara tre veckor gick Avida \u00f6ver fr\u00e5n… L\u00e4s mer »Avida Finans<\/span><\/a><\/p>\n","protected":false},"author":19,"featured_media":0,"parent":19591,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_eb_attr":"","_monsterinsights_skip_tracking":false,"neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"class_list":["post-21085","page","type-page","status-publish","hentry"],"yoast_head":"\nAvida Finans - ITX - Skybasert kontaktsenterl\u00f8sning<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/itx.no\/sv\/kundcase\/avida-finans\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Avida Finans\" \/>\n<meta property=\"og:description\" content=\"Hur Avida Finans hanterade kundtillv\u00e4xten fr\u00e5n 50 000 till 550 000 \u2013 utan att f\u00f6rlora kontrollen \u00f6ver kunddialogen Foto: Avida Finans N\u00e4r Avida Finans stod inf\u00f6r sin mest kr\u00e4vande tillv\u00e4xtfas n\u00e5gonsin beh\u00f6vde de en l\u00f6sning som kunde ge full kontroll och h\u00f6g drifts\u00e4kerhet \u2013 och det snabbt. 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