The customer's challenge
According to OBOS’ articles of association, the organization should strive to provide the best customer service. Members have rights that must be upheld, and Member Services is on the front line. However, the old system—AS/400, in use since the 1980s—was both technically outdated and difficult to develop further. OBOS needed a new solution: a modern system that gives customer service representatives all the information they need in one place and supports digital and automated processes. Since OBOS already used Microsoft Dynamics 365 as its ecosystem, adopting the Contact Center solution was a natural and seamless choice.
The goal was to adopt artificial intelligence in a safe and sustainable way. Success is therefore not just about technology – it requires effective change management and the involvement of both employees and the organization in the digital journey.
- We will be the best at customer service!
OBOS and ProsessPilotene present the project and its results at Kundeservicedagene.
Customer Service Days hosted by Tekna at Scandic Fornebu, May 2025.
Step-by-step process
The transition to a new customer service solution in Dynamics 365 has been a step-by-step process for OBOS. It began in 2019, and in 2023, customer data was moved to the cloud. The following year, they adopted the new Contact Center, which provides a better overview of customers and more efficient customer service.
ProsessPilotene has been an important partner for OBOS in the implementation since 2023.
A new solution and a new way of working
Since OBOS uses Contact Center, member data, case management, and customer dialogue are all consolidated in a single solution—integrated with the telephony solution and featuring built-in Power BI reports.
New technology has transformed the working day for everyone in Member Services:
"Incredibly proud of the journey we have been on! The fact that employees rate our technical tools 4.5 out of 5 and give the work environment high marks is clear evidence that we have succeeded with the change. It shows that we are well equipped to shape the member services of the future." – Head of Member Services, OBOS
A transformation journey with people at its heart
Technology is important, but OBOS knew that change is first and foremost about people. Many employees in Member Services have worked there for a long time—some for more than 20 years—and involving employees from the very beginning was crucial to ensuring a successful transition.
“For us, it has been important to give employees ownership of the change. When they are involved in the details, they also become ambassadors for the new solution,” says Kaja Van der Schoor Brhane, Head of Member Services at OBOS.
Results: Better overview and more efficient processes
With a new solution and a new way of working, OBOS is much better equipped for the future. A single shared system provides a better overview, faster customer service, and smarter use of time and resources. “It is still a journey, but we are well underway. With support from ProsessPilotene, we have taken a major step forward—both technologically and organizationally—and we are already seeing the value every day,” says Kaja.
Does your customer service need a boost?
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Together, we identify the opportunities that create seamless workflows, greater efficiency, and satisfied customers.
