Pulsen omsorg
The benefits of self-help: end-user satisfaction and strong competitive advantage
Self-help for world-class support
Combine is Pulsen Omsorg's web-based platform that improves the quality of social welfare care for municipalities and private care providers. With the individual in focus, it connects authorities and providers as well as public and private actors in a user-friendly and complete system. It supports all aspects of record-keeping, registration of interventions and measures, and their implementation.
A major focus in the continued development of Combine is the goal of being the most modern and user-friendly system on the market. To achieve this, good support is required, but with a target group that is active 24 hours a day, world-class support can be a major challenge.
Easily accessible knowledge in multiple formats was a clear need where InfoCaption's platform fit like a glove. Guides that are easy for the user to find and access, regardless of the time of day, give the end user a positive experience of Combine as a system and provide a clear competitive advantage for Pulsen Omsorg
Previous administration of support guides was handled on separate HTML pages, which was difficult to administer and complicated to keep up to date. With InfoCaption, guides are easy to create and administer, without changing any code. In addition, statistics directly in InfoCaption show a great deal of activity among Pulsen's users, who, in a single month, participated in guides over 50,000 times. Customer managers at Pulsen Omsorg confirm the use and say that the guides are extremely appreciated by end users.
Creating guides and system support in InfoCaption is described as simple and easy to understand how to do, while there is a wide range of guide types to reach out with knowledge in several ways. It is quick to get started, and the support, including a personal customer coach and quick support, gives a sense of security, as help is always close at hand.
Self-help for world-class support
Combine is Pulsen Omsorg's web-based platform that improves the quality of social welfare care for municipalities and private care providers. With the individual in focus, it connects authorities and providers as well as public and private actors in a user-friendly and complete system. It supports all aspects of record-keeping, registration of interventions and measures, and their implementation.
A major focus in the continued development of Combine is the goal of being the most modern and user-friendly system on the market. To achieve this, good support is required, but with a target group that is active 24 hours a day, world-class support can be a major challenge.
Easily accessible knowledge in multiple formats was a clear need where InfoCaption's platform fit like a glove. Guides that are easy for the user to find and access, regardless of the time of day, give the end user a positive experience of Combine as a system and provide a clear competitive advantage for Pulsen Omsorg
Previous administration of support guides was handled on separate HTML pages, which were difficult to administer and complicated to keep up to date. With InfoCaption, guides are easy to create and administer, without changing any code. In addition, statistics directly in InfoCaption show a great deal of activity among Pulsen's users, who, in a single month, participated in guides over 50,000 times. Customer managers at Pulsen Omsorg confirm the use and say that the guides are extremely appreciated by end users.
Creating guides and system support in InfoCaption is described as simple and easy to understand how to do, while there is a wide range of guide types to reach out with knowledge in several ways. It is quick to get started, and the support, including a personal customer coach and quick support, gives a sense of security, as help is always close at hand.
Context-based support directly in the system
With InfoCaption's contextual support directly in the IA system, product owners could say goodbye to text-heavy manuals and welcome a more user-friendly way of working.
With an icon, users receive instructions that are adapted to where they are in the system. Whether it's a manager doing follow-ups or an administrator adding a new user, guides and instructions are easily accessible, right where the need arises. Information that was previously difficult for users to both find and absorb was repackaged into short instructions and clear video guides.
Implementation required a learning curve for customers, but the results were quickly evident. This simple but effective support not only empowered users, but also reduced the burden on the support team. Many issues could now be resolved directly by the users themselves, saving both time and resources.
From 0 to 320 000 views - a knowledge journey with impressive results
With the introduction of InfoCaption, Afa Försäkring has not only simplified their internal work, but also changed the way their users access information. Time-consuming support cases and difficult-to-interpret manuals have been replaced with clear and easily accessible guides.
The results speak for themselves with 320,000 guide views in 2.5 years. A 60 per cent increase in views from the previous year shows that the value of the introduction continues to grow. The change has not only improved efficiency, but also made it easier for users to do their work and for the support team to focus on other priorities. With the right tools, Afa Försäkring has created a solution that simplifies everyday life for both employees and the organisation.
A single course portal
To make it easier for employees to find information, Länsförsäkringar has chosen to package procedures and courses in a course portal. Employees can always go there to repeat or seek knowledge, even after the onboarding plan is completed.
"We have built our product help in InfoCaption, which creates great value for our customers. Simple text guides help the user directly in the moment, while video guides serve as more in-depth training. This saves time for both our support and the customer's own support functions, but above all for the user."
- Anna Wernersson, Product Communication Specialist, Pulsen Omsorg
Effective preboarding and onboarding at SkiStar: From recruitment to daily support
- Carolina Edlund,
HR specialist at SkiStar
Who is Pulsen Omsorg?
The Pulsen Group consists of innovative companies where Pulsen Omsorg works to digitise the welfare of the future. With over 30 years in the field and around 100 employees, Pulsen Omsorg delivers services and solutions to provide Sweden's citizens with world-class social welfare.