"Quorum has been a very good business partner and they have succeeded in making clear what we want with our CRM system and how we can approach it. It has been a good process and they have always been proactive and well prepared. I have therefore been confident, that with their help, we would reach the finish line.”

Jonas Kjær, Customer Experience Manager, Danske Spil

Preparation for Customer Service Project at Danske Spil

The story behind

Danske Spil’s customer service has the ambition to provide customers with the best customer experiences in the gaming market. Customer service, however, worked manually with handling customer inquiries and collecting customer insights. After several years of waiting, priority was given to the commencement of CRM initiatives, where Quorum was selected as a trusted adviser.

How Quorum supported the project and the process

Through workshops, working sessions and visits to case companies, Quorum Consulting helped formulating the vision, requirements and expected roadmap for development. When the objectives where ready, there was also a clear communication to all departments, that would be affected by future processes and get a better customer insight.

The result

After initial preparation, Danske Spil’s customer service was fully aware of priorities and wishes for two releases, to initiate the work with chosen SalesForce IT supplier and to start on a better and more consistent way of capturing customer inquiries. At the same time, the management gained overview of the changes affecting the organization.

Related Cases & Insights

Other cases →