Member data, case management, customer communication, telephony, and reporting are consolidated in a single solution, giving OBOS a better overview and more efficient workflows.
Customer profile
OBOS er en av Nordens største boligbyggere, eid av medlemmene, med virksomhet innen blant annet boligutvikling, bank, eiendomsmegling, forvaltning, rådgivning, næringseiendom og digitale tjenester.
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The delivery
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A legacy system limited member services
OBOS has more than 620,000 members, and its member services team handles members’ rights as the first point of contact. The previous AS/400 system had been in use since the 1980s and was difficult to develop further.
The organization needed a modern system that consolidated the information customer service representatives needed and supported digital and automated processes. Dynamics 365 was already part of the OBOS ecosystem.
One solution for data, communication, and reporting
The transition took place in stages. Customer data was moved to the cloud in 2023, and the following year OBOS adopted Contact Center. Member data, case management, and customer dialogue are now consolidated and integrated with telephony and Power BI reports.
The shared system provides a better overview of customers, faster customer service, and smarter use of time and resources. ProsessPilotene has assisted with the implementation since 2023.
Change with employees at the heart
OBOS involved employees early on to foster ownership of new ways of working. Following the implementation, employees gave the technical tools a score of 4.5 out of 5, while the work environment also received high ratings.
“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.
