Fjordkraft AS is an electricity retailer on the Norwegian stock exchange who supply electricity to more than million people either at home or work throughout Norway, Sweden and Finland. Their decision to evolve from a document archive learning content repository to a streamlined learning ecosystem on Moodle Workplace has improved both internal and subcontractor product knowledge, onboarding and markedly increased efficiency and first call resolution metrics across the Fjordkraft AS consumer customer service team.
About Fjordkraft AS
Fjordkraft AS (Fjordkraft) is a publicly listed electricity retailer on the Oslo Stock Exchange (OSE) that supplies electricity to more than 2 million people throughout Norway, Sweden and Finland both to consumers at home and to the business segment at work. In the consumer market, Fjordkraft has several brands including Fjordkraft, TrøndelagKraft, Gudbrandsdal Energi and Eidsiva with an overall market share of approximately 27% in Norway. They are a leading electrical supplier in the Norwegian business market with products ranging from straightforward electricity contracts to advanced power portfolio management. They offer various power purchase agreements, energy and environmental advice and their digital energy reporting and analysis tools help businesses achieve efficient energy use. Fjordkraft also provides services related to power trading and market support to 30 electricity companies across Norway. These are electricity retailers, power grid companies and power producers.
Challenge: Centralising learning content for a rapidly growing customer service team
In 2020, Fjordkraft accounted for 755,304 electricity deliveries in the consumer market and correspondingly its customer service team had expanded from 24 agents to 130 over a matter of a few years. Before 2014, Fjordkraft’s learning content was sorted in a document archive in word and powerpoint files. In a collaboration with the human resources department, the Customer Service team identified an opportunity to centralise and organise onboarding processes and product training for customer service common tasks.
Carina Faye Bardhaj, Fjordkraft Manager for onboarding and training processes for customer service in the business to consumer market explains, “At the time, it was difficult to find what you needed when you needed it. There was no centralised documentation or tracking of customer service information and routine specifications. Consequently we spent a lot of time helping the customer service agents while they had the customer on the phone.”
Fjordkraft identified that a key requirement was a learning management system that incorporated a good search engine to allow easy and fast access to the information that a customer support representative would need when dealing with a customer. They also identified that the system needed to be UX focussed to ensure speed and ease of use for both agents and administrators due to the high volume of demand and the “people” rather than ”tech” skillbase of the learning management platform users. Finally, it was identified that the system needed to provide a means of tracking what courses and learning programs employees and subcontractors had completed.
Solution – From embracing a centralised learning management system to multi-tenant architecture on Moodle Workplace
The first stage of implementation in 2015 involved reviewing a number of alternative platforms. Working with Moodle Premium Certified Service Provider, eFaktor, Moodle LMS was selected due to the ease of functionality around creating short courses to house learning content plus the ability to use the LMS as a daily library for common tasks or queries to support dialogue and standard responses with customers. The result of the first stage of the implementation of Moodle was that the customer service team constantly utilised the platform for instant workflow assistance. In addition, the learning support team were able to create learning programs and connect different courses together, and record the agents who had completed learning pathways.
In 2020, the choice of learning management system was reviewed with a new key requirement that the system must allow for separation between training internal employees and subcontractors. In particular, it was identified that internal employees would need full access to external courses, but external subcontractors could not have access to training limited to internal employees. Moodle Workplace was selected as the multi-tenancy architecture provided Fjordkraft the ability to give each group their own platform and courses with custom permissions, but also allowed easy sharing of content across courses. With eFaktor’s assistance, Fjordkraft implemented Moodle Workplace in early 2021.
“Moodle Workplace solved exactly what we wanted it to solve. It helps the communication between the different divisions because we don’t have to explain what we do and how we do it anymore”
Carina Faye Bardhaj, Manager for onboarding and training processes for customer service at Fjordkraft
Results: A streamlined elearning system that improves Fjordkraft customer service productivity and efficiency.
“It solved exactly what we wanted it to solve,” Bardhaj says. “We are publishing all the standard routines and new information and campaigns that the customer service team need on a daily basis. As soon as we publish something new, we alert everybody through a Moodle forum, so that everybody can sign on. We have also given access to all the teams that work in the back office, so that they understand and can navigate through our routines. It helps the communication between the different divisions because we don’t have to explain what we do and how we do it anymore.”
While seemingly simple, by using good search terms when designing new courses, the customer service team at Fjordkraft are able to solve more cases when the customer is on the line so that there is no need to hang up, seek information from someone else and then call back. This has markedly increased First Call Resolution metrics and team productivity. In addition, with a growing team, many different divisions, employee types and constantly evolving technical delivery impacting product delivery, the centralised organisation of learning materials and onboarding processes has improved the efficiency of the broader HR and customer support administrative and management teams.
Bardhaj concludes, “My best advice for someone who is considering implementing Moodle is to really clarify and document how you want your training and onboarding process to be before you start – and then be sure to invest time in understanding the system as well as possible. It has been a good process and I am looking forward to further UX improvements in new releases to allow us to more easily explore new settings and possibilities.”
Find out more about Premium Certified Service Provider, eFaktor.
To learn more about Fjordkraft, visit their website.
