{"id":21279,"date":"2026-09-17T21:04:07","date_gmt":"2026-09-17T19:04:07","guid":{"rendered":"https:\/\/itx.no\/europris-har-gett-oss-pa-kundservice-en-helt-ny-vardag\/"},"modified":"2026-09-17T21:04:09","modified_gmt":"2026-09-17T19:04:09","slug":"europris-har-gett-oss-pa-kundservice-en-helt-ny-vardag","status":"publish","type":"page","link":"https:\/\/itx.no\/sv\/europris-har-gett-oss-pa-kundservice-en-helt-ny-vardag\/","title":{"rendered":"Europris \u2013 Har gett oss p\u00e5 kundservice en helt ny vardag"},"content":{"rendered":"\t\t
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\u201dDet har gett oss p\u00e5 kundservice en helt ny vardag\u201d
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"Europris\"\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\t\t\"Europris\t\t\t\t\t\t\t\t\t\t\t
Kvartetten p\u00e5 Europris ber\u00e4ttar att de har f\u00e5tt en ny vardag inom kundservice tack vare en ny IT-l\u00f6sning. Fr\u00e5n v\u00e4nster: Siv Kari Nebb Nyb\u00f8le, chef f\u00f6r IT-service, Jon Pettersen, teamledare f\u00f6r kundservice, Ketil Kristoffersen, kundservice-medarbetare och Sigurd Nilsen Bruun, systemkonsult p\u00e5 IT-avdelningen. Nils Vanebo<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\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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\u201dInnan de gjorde investeringen var det mycket manuellt arbete p\u00e5 avdelningen, inte minst n\u00e4r det g\u00e4llde e-post. Det h\u00e4nde att \u00e4renden \/ f\u00f6rfr\u00e5gningar hanterades dubbelt om en kund till exempel b\u00e5de skickade in ett kontaktformul\u00e4r och ringde. \u2013 Det ledde till dubbelarbete och i vissa fall \u00e4ven tv\u00e5 svar till kunden, s\u00e4ger kundtj\u00e4nstmedarbetaren Ketil Kristoffersen.\u00bb<\/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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Nyheten rapporterades f\u00f6rst i Retailmagasinet.<\/a><\/em><\/p>

Europris beslutade att investera i en ny kundtj\u00e4nstl\u00f6sning fr\u00e5n ITX f\u00f6r att samla kommunikationen via telefon, e-post, sociala medier och SMS.<\/p>

ITX bidrar till utvecklingsprojektet genom sin erfarenhet och expertis.<\/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 ny vardag<\/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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Europris b\u00f6rjade anv\u00e4nda ITX i oktober och s\u00e5g snabbt resultat:<\/p>

\u2013 Systemet har gett oss p\u00e5 kundtj\u00e4nstavdelningen en helt ny arbetsdag, ber\u00e4ttar teamledaren Jon Pettersen.<\/p>

Innan de gjorde investeringen var det mycket manuellt arbete p\u00e5 avdelningen, inte minst n\u00e4r det g\u00e4llde e-post. Det h\u00e4nde att \u00e4renden \/ f\u00f6rfr\u00e5gningar hanterades dubbelt om en kund till exempel b\u00e5de skickade in ett kontaktformul\u00e4r och ringde.<\/p>

\u2013 Det ledde till dubbelarbete och i vissa fall \u00e4ven tv\u00e5 svar till kunden, s\u00e4ger kundtj\u00e4nstmedarbetaren Ketil Kristoffersen.<\/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 en plats<\/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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Nu samlas alla kundf\u00f6rfr\u00e5gningar i ett enda system, \u00e4ven telefonsamtal. Att se all information samlad \u00e4r en f\u00f6rdel och \u00f6kar effektiviteten.<\/p>

\u2013 Med telefifunktionen i kundcenterl\u00f6sningen blir vi mindre beroende av enskilda medarbetare eftersom all kommunikation loggas p\u00e5 ett st\u00e4lle. Vi beh\u00f6ver inte l\u00e4ngre v\u00e4xla mellan flera IT-system, s\u00e4ger Siv Kari Nebb Nyb\u00f8le, chef f\u00f6r IT-Service.<\/span><\/p>

Tidigare kunde Europris inte registrera telefonf\u00f6rfr\u00e5gningar i n\u00e5got av sina system.<\/span><\/p>

Feedback fr\u00e5n kunder via Instagram och Facebook \u00e4r nu p\u00e5 plats, och en miljon medlemmar i kundklubben MER finns ocks\u00e5 i systemet.<\/span><\/p>

Feedback fr\u00e5n kunder via Instagram och Facebook \u00e4r nu p\u00e5 plats, och en miljon medlemmar i kundklubben MER finns ocks\u00e5 i systemet.
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Kunduppgifter i instrumentpanelen<\/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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All information samlas i en skr\u00e4ddarsydd \u00f6versiktspanel med ett visuellt gr\u00e4nssnitt. N\u00e4r kunden tar kontakt visas relevanta uppgifter fr\u00e5n Europris k\u00e4rnsystem i \u00f6versiktspanelen.<\/p>

D\u00e5 kan kundservice arbeta effektivt.<\/span><\/p>

\u2013 Genom att anv\u00e4nda ITX f\u00e5r vi samlad information om kunderna. Det \u00e4r v\u00e4rdefullt b\u00e5de h\u00e4r och nu och p\u00e5 sikt, betonar Pettersen.<\/span><\/p>

Europris har investerat i sk\u00e4rmdelningsfunktionen och kommer senare \u00e4ven att b\u00f6rja anv\u00e4nda chattfunktionen.<\/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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\n\t\t\t\t\u201dNu samlas alla kundf\u00f6rfr\u00e5gningar hos Europris i ett enda system, \u00e4ven telefonsamtal. Att kunna se all information samlad \u00e4r en f\u00f6rdel och \u00f6kar effektiviteten.<\/span><\/font><\/i>\u00bb<\/i><\/span><\/font>\t\t\t<\/p>\n\t\t\t\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\tKundeservicemedarbeider, Ketil Kristoffersen<\/span> <\/span><\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\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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Effektiv kundservice<\/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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Europris \u00e4r en av landets st\u00f6rsta detaljhandelskedjor, men kundtj\u00e4nstavdelningen best\u00e5r av endast tre medarbetare. Effektiviteten \u00e4r allts\u00e5 h\u00f6g. Med hj\u00e4lp av ITX-l\u00f6sningen besvarar de anst\u00e4llda alla kundf\u00f6rfr\u00e5gningar p\u00e5 ett effektivt och systematiskt s\u00e4tt. Varje morgon v\u00e4ntar cirka 100 \u00e4renden, men avdelningen klarar av dem. Varje vecka hanterar de 600\u2013700 \u00e4renden. Med tanke p\u00e5 att Europris har 35 miljoner kunder under \u00e5ret \u00e4r antalet kundf\u00f6rfr\u00e5gningar inte s\u00e4rskilt h\u00f6gt.<\/p>

Kundtj\u00e4nstavdelningen har \u00f6ppet dagtid, men f\u00f6r n\u00e4rvarande inte p\u00e5 kv\u00e4llar eller helger. Europris \u00f6verv\u00e4ger att successivt ut\u00f6ka \u00f6ppettiderna.<\/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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\u00c4ven den interna kommunikationen har f\u00f6rb\u00e4ttrats<\/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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\u2013 ITX hj\u00e4lper oss inte bara att hantera kundf\u00f6rfr\u00e5gningar. Kommunikationen internt och mellan avdelningarna har ocks\u00e5 blivit mer effektiv, ber\u00e4ttar Pettersen.<\/p>

Han ber\u00e4ttar att kundservice \u00e4ven fungerar som en l\u00e4nk till butikerna och deras personal och ing\u00e5r i avdelningen f\u00f6r orderhantering.<\/span><\/p>

Kundservicen skiljer inte l\u00e4ngre mellan B2B och B2C, utan hanterar alla \u00e4renden \/ f\u00f6rfr\u00e5gningar gemensamt inom f\u00f6rstahands-kundservicen.<\/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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Rapportering<\/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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Med ITX m\u00e4ts kundn\u00f6jdheten p\u00e5 ett effektivt s\u00e4tt. Sigurd Nilsen Bruun, systemkonsult p\u00e5 IT-avdelningen, ber\u00e4ttar att ITX \u00e4r kopplat till k\u00e4rnsystemen via API:er.<\/p>

\u2013 Vi f\u00e5r bra rapporter och statistik som ITX har utvecklat \u00e5t oss, s\u00e4ger han.<\/span><\/p>

Ledningen f\u00f6ljer upp sina egna nyckeltal och kan se n\u00e4r avvikelser uppst\u00e5r, samt om dessa har skett internt eller externt.<\/span><\/p>

\u2013 ITX ger oss den dokumentation som andra avdelningar efterfr\u00e5gar. Resultatet blir b\u00e4ttre styrning.<\/span><\/p>

Vi uppt\u00e4cker fel snabbare och ser var vi f\u00e5r \u00e4renden \/ f\u00f6rfr\u00e5gningar. Det kan till exempel h\u00e4nda att vi v\u00e4ljer att ta bort varor fr\u00e5n webbutiken, s\u00e4ger Pettersen.<\/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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Bra support<\/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 \u00e4r bel\u00e4get i Stokke och har norska \u00e4gare. Att det r\u00f6r sig om en norsk leverant\u00f6r betraktade Europris som en positiv faktor n\u00e4r de skulle v\u00e4lja l\u00f6sning.<\/p>

Trots att ITX v\u00e4xer snabbt f\u00e5r kunderna snabba svar.<\/span><\/p>

Sigurd Nilsen Bruun betonar att de \u00e4r mycket n\u00f6jda med svarstiden fr\u00e5n ITX.<\/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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\n\t\t\t\t★<\/i>★<\/i>★<\/i>★<\/i>★<\/i>\t\t\t\tBetygsatt 5 av 5<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\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<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

\u201dDet har gett oss p\u00e5 kundservice en helt ny vardag\u201d Kvartetten p\u00e5 Europris ber\u00e4ttar att de har f\u00e5tt en ny vardag inom kundservice tack vare en ny IT-l\u00f6sning. Fr\u00e5n v\u00e4nster: Siv Kari Nebb Nyb\u00f8le, chef f\u00f6r IT-service, Jon Pettersen, teamledare f\u00f6r kundservice, Ketil Kristoffersen, kundservice-medarbetare och Sigurd Nilsen Bruun, systemkonsult p\u00e5 IT-avdelningen. Nils Vanebo \u201dInnan… L\u00e4s mer »Europris \u2013 Har gett oss p\u00e5 kundservice en helt ny vardag<\/span><\/a><\/p>\n","protected":false},"author":4,"featured_media":21285,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_eb_attr":"","_monsterinsights_skip_tracking":false,"neve_meta_sidebar":"full-width","neve_meta_container":"","neve_meta_enable_content_width":"on","neve_meta_content_width":100,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"on","footnotes":""},"class_list":["post-21279","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"\nEuropris \u2013 Har gett oss p\u00e5 kundservice en helt ny vardag - 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\/europris-har-gett-oss-pa-kundservice-en-helt-ny-vardag\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Europris \u2013 Har gett oss p\u00e5 kundservice en helt ny vardag\" \/>\n<meta property=\"og:description\" content=\"\u201dDet har gett oss p\u00e5 kundservice en helt ny vardag\u201d Kvartetten p\u00e5 Europris ber\u00e4ttar att de har f\u00e5tt en ny vardag inom kundservice tack vare en ny IT-l\u00f6sning. 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