More visible work and more motivated staff
With Buenno’s help, Sivina has been able to focus on the things that really matter to customers and create good energy throughout the work community.
Founded in 1997, Sivina is a proudly and genuinely Finnish family business providing quality home cleaning, home services and home care. Sivina has 12 locations and around 200 employees in Finland’s largest cities. Sivina also operates in Stockholm, Sweden, with ten employees.
Before the cooperation started, Sivina had experience of sending out customer surveys, but they were only sent out once a year. Iina Pietilä, Managing Director of Sivina:
“Every time the survey was done, we were blindfolded for 11 months. The idea came up that we would like to have more real-time data. Buenno happened to be on the road at the right time, because we had already been exploring the options for several months.”
Towards an automated system
Sivina had several objectives for the customer satisfaction survey. They wanted to get more real-time information on customer satisfaction and to motivate employees by making good feedback directly visible to them.
“In the past, feedback from customers was slow and delayed. Often feedback came only after a longer period of challenges. Now we can address problems quickly because it’s easy to give feedback.”
“We specifically wanted an automated system where we don’t have to remember to do anything ourselves.”
Iina Pietilä, CEO, Sivina
Before starting the surveys, the main questions were how to make the linking work with the CRM used by Sivina and make the survey truly automated.
“The data transfer has worked exactly as it should. We specifically wanted an automated system where we didn’t have to remember to do anything ourselves.”
Positive energy for the whole business
After a few months, Sivina has been pleased with Buenno. In particular, Iina highlights the visual appeal and ease of use of the service.
“With Buenno, we can see a clear overview of the situation, but also how the different teams are doing. We have been able to pay more attention to the things that are important to customers and are repeated more often.”
“The feedback we receive allows us to focus development on the things that really matter to customers.”
Buenno has also brought good energy to the whole organisation and made the work more visible to all staff.
“With Buenno, we can see a clear overview of the situation, but also how different teams are doing. “Iina Pietilä, CEO, Sivina
“Especially during the Covid-19, it’s been great to see how Buenno has helped us bring positive things into the working week by recognising and rewarding staff for good feedback. We get great feedback from customers that you don’t hear from otherwise.”
Cooperation with Buenno will be deepened. The next step for Sivina is to extend the surveys to other products in the service portfolio.
“We have liked Buenno and have received good feedback from all stakeholders: management, supervisors, employees and, of course, most importantly, customers.”