Northmill, a banking group based in Sweden, recently announced it has invested in a new cloud-based platform from CRM company Zendesk, Inc., which is being used by companies such as Airbnb and Uber. According to Northmill, the purpose of the investment is to give the employees the “best possible” tools to meet all the customers on their terms. While sharing more details about the investment, Simon Nilsson, Chief Customer Officer at Northmill, stated:
“We are building a bank for everyone and this is an investment in our employees and the customer experience, two things that are tightly intertwined. We can see a growing trend with many companies taking the path of solely investing in self-service solutions, but we know that many people still ask for the opportunity to connect via for example phone. Now we are creating a hybrid where we will have a very competitive self-service offer, but we will also be available in the way the customers prefer – including chat, phone, mail, Facebook or WhatsApp. In addition, we will continue to strengthen our existing customer service team across all markets to handle the growing demand.”
Nilsson further noted that the Northmill team is also able to gather all the insights in a single platform. He then added:
“It creates a very streamlined process for our employees and enables us to strengthen the connection between the feedback we receive from customers, and how we develop our products. The new platform takes it a step further than traditional omni-solutions and provides us with the opportunity to develop and deploy our own apps in the interface and achieve a tailored 360-view of the customers’ needs.”
The investment amount has not been disclosed at this time.