The latest customer satisfaction survey conducted by Innologic contains extremely positive feedback from customers when it comes to both service and products. Nevertheless, there are areas where the management team believes that Innologic can improve. Innologic wish to differentiate themselves further in the future, and therefore the management team has decided to invest in a dedicated consultant development process focusing on communication and alignment of expectations.
Innologic is already a leader in the BI market, yet the company wants to be even better. Although strong academic skills and a thorough understanding of business defines the company and its consultants today, it will be even more important in the future to possess highly developed communication and interpersonal skills, says CEO at Innologic.
“In terms of expertise we build our company on three pillars: technical skills, business understanding and consultant profile. The latter is an often overlooked but important factor in customers’ total experience of our products and services. Precisely for this reason, we chose to invest in a development with unique HR. It has provided the consultants with the right tools for daily communication with customers, and they are better prepared to match expectations, uncover requirements and especially cooperate with the customer throughout the project cycle. The personal skills, which the consultants have acquired throughout the course, have already given an extra boost to the service we provide to customers, but it is also tools that consultants and the company can use internally.
The consultant development process has given Innologic’s staff a new common language to address the softer parts of the delivery and ways to give and receive feedback. Today the consultants use each other much more for sparring and problem solving in all parts of the delivery.
The future will be advisory sales, service and cooperation
The consultant development process has also, according to the CEO of Unique HR, Lise Holt Olesen, given Innologic’s employees the opportunity to develop into “consummate consultants”. While there is no doubt that their professional skills and business acumen is top notch, the process has opened up to understand their own strengths and weaknesses, she says.
“Innologics customers are obviously interested in the company’s products. Nevertheless, they also emphasize cooperation and good service incredibly high. By giving consultants the tools to engage more constructively in feedback, negotiation and prioritization of tasks together with the customers, Innologic become advisors and sparring partners to customers, and it is important now – but it becomes even more important in the future. “Lise Holt Olesen points out that the company by investing in consultants’ personal skills and communication tools show both employees and customers that maintaining is very important. Therefore, she expects that the development process will quickly be visible not only on the bottom line, but also in the consultants’ professionalism, commitment and job satisfaction.
We take our customers very seriously
The customer experience of Innologic’s consultants as partners is important as Innologic experience how man or consultant in the meeting with the customer often is weighted as highly as professionalism. This was also the conclusion in the recent customer survey, and since Innologic wants to be leading the BI market in all parameters, it is important to prepare employees as much as possible, says partner and HR management Morten Kjeldsted.
“Although our consultants mainly are graduates and have a very long experience, we can all become better equipped to cope with everyday challenges. We have done that through this process because we want to retain our skilled employees, while taking our customers extremely seriously. When they experience good service and good cooperation with us, it will in the long-term lead to increased sales and greater satisfaction – both something Innologic should make a living of now and in the future. “