We use both the employee and customer relationship modules, and these tools have provided valuable insights into how our employees are doing – and how their performance impacts the customer experience. With Brilliant’s intuitive analytics tools, we can quickly act on deviations and ensure high-quality relationships both internally and externally. The insights help us continuously evolve, and we’re very pleased with the results.
Tommy Ahlsved, Managing Director, Swelex AB
At Skellefteå Kraft, delivering excellent service to our customers is a top priority. We constantly work to improve our processes and routines across all channels – from how our employees interact with customers to every step in the service journey. Brilliant is an incredibly valuable tool in helping us achieve this, as it allows our employees to easily track customer feedback themselves and set goals for personal development during coaching sessions.
We work together across the entire company, harnessing the power of every employee to do what’s best for the customer.
Angela Hägglund, Head of Customer Service, Skellefteå Kraft
Before we began working with Brilliant in 2017, our understanding of what our members thought of us was limited. Thanks to the insights provided by Brilliant, we’ve shifted our focus — member experience is now our most important key metric.
Ongoing development at both the organisational and individual level is now part of our established way of working, including call listening and structured feedback between managers and employees, supported by Brilliant’s platform for coaching.
Through Brilliant, we also have access to benchmark data, which helps us continue developing our operations in comparison to others.
Anna Nyback, Unit Manager, Unionens Rådgivning