Hogia
Streamlining support while increasing customer satisfaction
Hogias Customer Plaza
The Customer Plaza is a digital support tool where customers can get help with Hogia’s products. We interviewed Ann-Louise Lyrhem, webmaster, to learn more.
“For us at Hogia, it’s important to always be available for our customers. Through Kundtorget, our customers can get help 24/7, 365 days a year. They can download and update their Hogia software, search among questions and answers, watch guides and instructional videos (made in InfoCaption), view checklists for various routines and much more. Our aim is to work proactively and help make our customers' workdays smoother and easier.
Kundtorget is administered and maintained by six webmasters, each responsible for one or more of our products. The webmasters all have previous experience of working with customer support, giving us genuine competency, as well as a thorough knowledge and understanding of our customers’ needs.”
- Ann-Louise Lyrhem, web administrator, Hogia.
Preboarding - a safe start before day one
Approximately two weeks before the start of employment, candidates are given access to a digital preboarding portal via InfoCaption. This introduction is completely digital and aims to create confidence, engagement and recognition before the first day of work. With the help of guides, quizzes and educational material, the prospective employee gets an insight into the company's culture, routines and tools. This step has been shown to reduce start-up stress and ease the transition to the new role - especially in cases where the pace is fast from day one.
Effective onboarding customised to role and needs
Once the new employee is in place, onboarding continues in a mixed format - digital and physical depending on the role. For example, a lift technician receives a hands-on briefing on the slopes, while a customer service representative follows digital instructions on systems and processes. InfoCaption is used to make training available for tasks such as ski pass management, returns and equipment. These also serve as ongoing support in everyday work. The platform is also used to gather niche training in specialised portals, such as the one for Valle - SkiStar's mascot - where staff can find everything about activities, costumes and communication, regardless of where they work.
A flexible end-to-end solution for the entire employee journey
SkiStar has used InfoCaption to simplify its entire employee journey - from initial contact with the candidate to day-to-day support at work. By centralising materials and providing accessible learning, it has increased engagement among both candidates and employees and reduced HR administration. The solution is scalable, easy to implement and provides clear support for both seasonal and permanent staff. With plans for increased video production and more language versions, InfoCaption is a hub in SkiStar's continued talent management strategy.
"Dare to invest in digital support and ensure that time is set aside for the production of materials. Ensuring that our customers' needs are met and that they get the help they need quickly saves us a lot of time and is well worth the time we spend creating instructional material."
- Madeleine Öijerson,
RE Manager Customer Centre at Hogia
What do Hogia's customers say?
Customers greatly appreciate the fact that there is a complement to regular support, mainly because you can search for the information digitally and that it can be done around the clock.
In a survey, some of Hogia's customers responded:
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"Fantastic service! I just need to follow your instructions and bam, everything is in order! Well described, I am very satisfied!"
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"Everything is simple and easy to understand. You do it very well."
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"The customer service centre is my best friend at work as I have no one to turn to. Thank you for being there!"
We also asked Madeleine if she had any tips for organisations with a high support workload:
"Dare to invest in digital support and make sure that time is set aside for the production of material. Ensuring that our customers' needs are met and that they get the help they need quickly saves us a lot of time and is well worth the time we spend creating instructional material. The customer centre has around 333,500 logins and 170,000 views of its guides per year, which obviously makes the work of regular support easier.
The combination of being able to offer our customers telephone support during office hours and digital support that is open around the clock is a great strength for Hogia."
Who is Hogia?
Hogia is a company that develops business systems, personnel administration software and transport solutions. To help customers in the best possible way, Hogia is a broad organisation with many smaller companies, each focusing on a specific industry.
The Hogia Group consists of 27 companies in the Nordic region and the UK with a total of 650 employees. In addition to telephone and email support during office hours, Hogia's customers are offered a digital support service called Kundtorget.
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