QualityDesk is a quality assurance and management system for customer service and sales, which S-Pankki uses to improve customer service and enhance the employee experience. With QualityDesk, customer satisfaction improves, the employee experience is elevated, onboarding of customer service agents becomes faster, work efficiency increases, and quality is enhanced.
The customer service team at S-Bank, part of the S Group, provides nationwide support for all banking matters and questions related to the S Group’s co-op member services. The collaboration with QualityDesk began in 2023.
Information related to customer service onboarding, training, and quality assurance was previously scattered across multiple locations and formats, making its consolidation and management quite laborious. Thanks to QualityDesk, all the information is now in one place.
– We had a huge number of different forms. Everything was done in separate applications, and users were in different groups, so consolidating the information was very difficult and entirely manual. We had an urgent need to establish a unified system, says S-Bank’s Customer Service Manager, Pirjetta Knuutinen.
In addition to centralizing information, QualityDesk has, according to Pirjetta, provided real-time factual data for evaluating customer interactions and employee performance, as well as improved collaboration among employees. Service advisors, supervisors, and trainers record information in the application, which serves as the basis for joint action. For example, the system logs details about the type of coaching or training a service advisor needs. Additionally, the system is used for the mandatory oversight of customer service activities required in the financial sector.
– In QualityDesk, the service advisor is at the center. The advisor is at the core of all that information.
QualityDesk is a part of daily work
S-Bank’s Service Supervisor, Elisa Jernmark, leads a team of about 20 people. Service advisors respond to customer inquiries via phone, online messages, chat, and social media channels. QualityDesk is part of the daily work for both the service advisors and Elisa herself. Elisa believes that S-Bank had a clear need for a solution like QualityDesk.
– Previously, there wasn’t a single place where we could monitor the development of service advisors and the team. There was a need for a unified system where we could document interaction points both for the advisors themselves and for our trainers and supervisors.
According to Elisa, QualityDesk makes it easy to examine the factors that influence customer interactions and the quality of customer service. She can quickly see the strengths of her team’s service advisors and identify areas where improvement is needed. Elisa particularly appreciates how clearly information is presented in QualityDesk.
– QualityDesk has significantly simplified my daily work. It’s effortless to use, visual, and I can get an overview of the situation at a glance. The most important and best features of QualityDesk are its visual design and clear reports.
Service advisors have also embraced QualityDesk well. The user-friendly application allows them to track the development of their skills in various areas, which is highly motivating for both new employees and those who have been with the company longer.
A tool for professional development
S-Bank’s service advisor trainer, Nico Niskanen, is responsible for coaching and onboarding service advisors, as well as collaborating with various stakeholders. He uses QualityDesk daily to coach service advisors and evaluate their performance and areas for improvement. According to Nico, QualityDesk is a valuable tool for real-time monitoring of development and identifying areas for growth.
– Here, onboarding is very extensive and comprehensive because there is so much information to cover. QualityDesk serves as a great support in this process. It allows individuals to track their own progress toward onboarding goals. It also helps trainers focus on the most relevant aspects for the trainee’s learning.
Nico especially values the usability of QualityDesk and the fact that information is always easily accessible. This aids in identifying the right areas for development together with the service advisor. Nico points out that QualityDesk also enhances job satisfaction and a sense of control, as employees always have a clear understanding of what they are excelling at and where there is room for improvement.
– If you want to develop professionally, I think QualityDesk is an excellent tool for that. I can absolutely recommend QualityDesk, Nico concludes.
S-Bank as a company
S-Bank Plc (Finnish: S-Pankki Oyj, Swedish: S-Banken Abp) is a Finnish retail bank and wealth manager. It is owned by SOK Corporation and the regional co-operatives in the S-Group (Finnish: S-ryhmä), a Finnish retailing cooperative organisation. S-Bank has over 3,3 million customers and it is the fourth biggest bank in Finland (2024).
More information about S-Bank can be found from their webpage here.
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