Digital platforms and ecosystems
PRIVATMEGLEREN
Boosting efficiency and flexibility in business development to strengthen competitiveness in a demanding market
In a market with increasing competition and rising expectations for customer experience in the realtor sector, our client needed to strengthen their competitiveness and improve the distribution of mortgages to their owners. The challenge was how to achieve this in a situation with aging technology, supplier dependency in business development, and a range of service offerings that created a fragmented customer experience.
Differ led the effort to map the customer journey and identify what drives customer satisfaction at each stage, aiming to boost efficiency and flexibility in business development. We also analyzed the client’s digital services to see how they performed against these drivers, which revealed a clear need for a more adaptable digital platform. To develop and enhance this technical solution, we partnered with our sister company, Xlent, to handle the technical development. Xlent created a new digital customer service platform and a broker tool, specifically designed to enhance customer experience across touchpoints and enable stronger integration with owners and other providers of additional services.
With Xlent responsible for ongoing technical improvements, the solution has already shown strong results, including increased sales, improved market differentiation, greater flexibility, and higher customer satisfaction. Differ’s role in creating an agile business framework has been essential in strengthening the client’s competitiveness in a challenging market.
For information on this case, contact:
Kjetil Granum
