Brian Borella Wulf will be the new commercial director at Norlys. He will be responsible for customers, sales and marketing across the group's activities within private, business, mobile, internet, TV and energy. The position is newly created and will ensure a combined effort to improve the customer experience and increase sales. Brian Borella Wulf will take office on August 4 and will thus have a central role in implementing Norlys' strategy of increased customer focus. This is stated by Norlys.
- We will not achieve the customer experience goal from one day to the next. But we must constantly improve and put customers more in focus when we make decisions. My goal will be first and foremost to strengthen the customer experience and sales, because the two things are closely related. Trust from our customers must be earned. We must give them a service that is so good that they want to buy more products from us across energy and telecom, says Brian Borella Wulf, commercial director at Norlys.
He comes from Atea Denmark, where he has been sales director for the past six years. He previously worked at Telenor and TDC and has over 15 years of experience in the telecom industry.
Norlys has already initiated a number of initiatives to improve the customer experience. Among other things, telephone response times have been reduced to an average of 3-4 minutes, three old IT systems have been shut down, and employees with customer contact are undergoing a new training course.
Nevertheless, Norlys recognizes that there is more to be done – both in terms of response time and in the ability to resolve customer inquiries at first contact.
- We are not there yet. We need to be able to answer the phone faster when customers call, and we need to resolve many more customer inquiries the first time the customer contacts us, regardless of whether it is in one of our stores, via phone and email or through our self-service solutions. With Norlys' size and special combination of both energy and telecommunications products, we need to be better at selling more different products to the customers we have, and we need to be able to take a larger share of the business market in particular, says Kathrine Forsberg.
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