Elisa is a pioneer in telecommunications and digital services. At the heart of the company’s values is customer centricity and continuous development around the theme. Elisa wanted to gather different views of the state of the Voice of Customer with Shirute Cem Audit to further improve their customer insight.
With the help of the successfully conducted audit project Elisa received a broad overall view of the strengths and development points related to the processes and tools used in Voice of Customer. The project was started by interviewing all the key executives, decision makers and workers in private or in group interviews. The theme interviews covered a big part of the employees working with the VoC from all the different levels of the organisation. To deepen the understanding of the current state, a VoC focused survey was conducted. Based on the interviews and the survey results Elisa received company-specific overall results, analysis, conclusions and suggestions for development areas.
Elisa was able to gather views broadly and analyse the level of their know-how on the topic at hand. With Shirute’s audit and evaluation tools they can fine-tune their state of VoC that is already on advanced level. The results were immediately usable on another ongoing projects. The possibility of using the results to take the topic forward in the organisation was seen as one of the project’s merits. Also Shirute’s know-how about the international state and best practices on the topic were seen as value adding elements to the project. The project group saw audit taking the topic a notch higher in the organisation and they also saw benefits in redoing the project regularly in the future.