Bilia, a leader in the Swedish automotive service industry, has a rich history dating back to the 1920s. Known for its comprehensive offerings in vehicle sales, maintenance, and services across Sweden, Bilia has always prioritized innovative solutions to enhance customer service. This article explores Bilia’s collaboration with QualityDesk, a pivotal tool in achieving their customer service goals.
Overview of Bilia’s Collaboration with QualityDesk
In February 2022, Bilia incorporated QualityDesk software into their customer service operations, aiming to elevate the customer experience. However, by February 2023, Bilia decided to explore alternatives and switched to a local competitor’s product. This shift was driven by a desire to compare and potentially enhance their service tools.
The problem Bilia was facing?
“Bilia is a company where things move quickly, and as Customer Service for all our subsidiaries and car brands within Bilia, we need to be just as quick. We strongly believe that we must dare to try new things to constantly ensure that we are doing our best to become the industry’s best Customer Service.
We are a department that is constantly evolving, and with that comes the challenge that our way of working with the customer experience is not static. Therefore, we need to be able to change and adjust the forms we use for the development and follow-up of Customer Service employees in a simple way.
We also believe in transparent leadership where the staff has full insight into their development to feel that they have full control over their progress. This also posed the challenge that we needed something that we could both adjust ourselves and something that is visually accessible to the employees”, says Louise Hammarbäck, Customer Service Manager at Bilia.
With QualityDesk, you can create evaluation and coaching forms tailored to your company’s specific goals for assessing and developing the quality of customer service and sales — regardless of industry.
“One of the app’s best features is transparency, which enables entire units to grow together as a team. Everyone understands what is expected, and when performance becomes consistent, goals are always achieved”, says Ville Mikkonen, COO of QualityDesk.
The Return to QualityDesk
The transition to a local competitor was short-lived. By March 2024, Bilia returned to QualityDesk, having found that the competitor’s offerings fell short in meeting their specific needs, which QualityDesk could meet.
The interim period was beneficial for QualityDesk as well, which took the feedback received from Bilia during their initial use to heart. Upon their return, Bilia was pleased to find that QualityDesk had integrated numerous additional features and enhancements that directly addressed their previous feedback.
QualityDesk develops its services primarily based on user feedback. Users have the best understanding of how the application is actually used in daily work and how it can be improved to meet those needs. In 2024, 33 improvements were made to the QualityDesk application directly based on user feedback.
Impact of QualityDesk on Bilia’s Customer Service
Since reintegrating QualityDesk, Bilia has noted a measurable improvement in their customer service operations.
“Due to our ability to work with visual transparency regarding their daily development, we have seen a significant improvement in the performance of our Customer Service employees and their understanding of our goals. We are witnessing an increase in team efficiency, and it has also become easier for our coaches to conduct coaching sessions based on this”, says Louise
Conclusion
Bilia’s partnership with QualityDesk underscores the vital role of adaptable digital solutions in enhancing customer service within the automotive industry. By continually evaluating and integrating these tools, Bilia ensures that their service quality meets the high standards expected by both their clients and employees.
“Quality Desk is attentive to our needs and ensures that we are satisfied with the use of the system. It’s something we are very grateful for!”, Louise says.
Discover more about Bilia’s services: https://www.bilia.com
Interested in seeing how QualityDesk can enhance your operations? Book a free consultation with our specialist.
