Krifa

With its 190.000 members, Krifa is the fourth largest union in Denmark. Besides being an unemployment insurance fund and union, Krifa, together with the Danish Happiness Research Institute and Gallup, has developed a tool to measure good work ethic for their members. Using this tool, they can locate which factors are important to each member's work. We've spoken with Steen Velling Frederiksen, Operations Coordinator at Krifa, on how Krifa uses Adversus to get the optimum out of their daily work in the sales department.

"We are approximately 20 employees in the sales department. Our job is to enroll people in the unemployment insurance fund and union. Subsequently, we maintain communication with the members to ensure their welfare at work. To do that, we use a tool that measures good work ethic, and, based on these measurements, we advise members on how they can develop in their work," Steen V. Frederiksen begins.

New systems in a new phase

In 2018, when Krifa started using Adversus, the sales department was developing. Because of this, they needed a system that could support their goals. That required a tailored solution for Krifa's new processes, including the largest integration Krifa has had to date - and is still using today.

"Ever since we chose you, everything has worked really well. You listened to us, and we got exactly the solution we needed right from the beginning. I like the honesty about your priorities in product development when we asked for new features. That honesty meant a good working relationship from the beginning," Steen V. Frederiksen continues.

The sales department at Krifa has grown noticeably since 2018, which is caused by a combination of good processes and thorough employee training. With many campaigns running simultaneously, it's important that Steen V. Frederiksen can handle the administrative tasks quickly, efficiently, and without any trouble. The setup must run as smoothly as possible to create the best conditions for the sales peoples' day.

"When you have made a couple of campaigns, it is straightforward to create more. You can edit products and result data in a breeze. We rarely change our lead data display because our salespeople must look at the same picture in the dialer no matter what campaign they're working on. By doing that, it's easy for them to get an overview."

Compliant all the way

To accommodate the GDPR legislation, Krifa has built a flow in Adversus to erase data automatically when it expires. This flow ensures that Krifa doesn't store data longer than what is legally allowed and avoids worrying about updating data. That removes a burden from Steen V. Frederiksen's shoulders, who, in addition to being Operations Coordinator, also is GDPR responsible in the department.

"Because of GDPR, we've built a flow that automatically erases data six months after the latest call. When a member calls back, it's nice to see data on when we last spoke with them, on what campaign, and which person in the department they spoke with. When we delete the data, it obviously doesn't show, but this is the best solution for us to be compliant."

Iframes, SMS, and outbound sales

Krifa's sales department uses Adversus for their outbound sales activities, including contacting people who have shown an interest in advance. Furthermore, Krifa uses Adversus for collecting data regarding GWEIS (Good Work Ethic Index Score). GWEIS is an important part of Krifa since it's the tool they use to measure members' job satisfaction.

When having several different tasks, it's important that Krifa can tailor Adversus based on their different needs. Steen V. Frederiksen presumes that they are using Adversus in an unconventional way.

"As of right now, we have 63 active campaigns, which is quite many compared to what I hear others have. Our sales department is split into three teams; A front door, a back door, and the existing. The front door makes outreach sales and enrolls new members; the back door maintains the members and the existing contacts existing members. Because of that, inbound calls have to go to the correct team, but at the same time, we sometimes need to split inbound calls between teams. That is possible in Adversus, and it's easy to shift between campaigns," Steen V. Frederiksen explains.

Furthermore, the sales department uses iframes to ease the work for agents calling regarding GWEIS.

"It's really nice that we can use iframes in Adversus. If we have a questionnaire, we don't have to jump back and forth between different programs. We click the tab and input the data. The data we have on the member or person we're speaking to is also easy to incorporate into the Dialer. We save much time inputting data and shifting between programs."

Steen V. Frederiksen is also thrilled about Journeys. They use Journeys to automatically send an SMS to people they've tried to reach. This goes hand in hand with their possibility to receive inbound calls.

"We've built a Journey that sends an automated SMS after certain calls. It triggers when we call people that don't pick up. Let's say that a person has requested to be contacted, and we call without getting through. Then they receive a message that says we've tried to reach them and that they can return our call on a given number. We use this to ensure that they know it's us calling. We also don't call with an unknown caller ID, again, to make sure they know we are the one's calling."

Individual dashboards

To maintain motivation and make sure that all sales department agents have an overview of the performance, there are several screens at the office where KPI's on campaigns, products, and calls are visualized through Plecto. But when the employees were sent home because of COVID-19, adjustments were made. Steen V. Frederiksen has made personalized dashboards and managed Plecto, so only relevant dashboards are shown to each employee working from home.

"Each agent can access what they need to see and get an insight into how they perform individually. It's something our employees requested when they were sent home. It works great and was easy to set up," Steen V. Frederiksen says.

Because of Krifa's many active campaigns, it's essential that it's easy to get an overview of every campaign's performance to take action quickly if they experience abnormalities.

"I'm able to see which products are sold on each campaign. We currently have 15 products, so that's necessary. Plecto is meant to show the salespeople how they perform, but I also use it to see which products are sold and how many calls they spend on different products. Furthermore, I can quickly see if we need to look at a certain campaign, e.g., if the lead conversion performs badly. That is possible without having to make huge reports, which makes it simple."

Personal support

Adversus offers 24/7 support, and Steen V. Frederiksen experiences that he receives support quickly and at a high level, no matter the challenge.

"If I have a question, I'll use the chat, where the response time is speedy. Otherwise, I'll call. I often speak with your CX Manager, Jonas Hejlskov, who knows me and my setup. I almost feel like it's a co-worker helping me. You always listen and react when I say something. You have to remember that, what might seem like a small thing, is actually huge when you're responsible for 20 people. If there's a small blockage, it may affect the agents' work. That is why something must happen right away, which also is the case!"

Do you want to know more about Krifa? Read about their work right here.