OBOS

Technology as a Competitive Edge: How OBOS Nye Hjem Increased Customer Satisfaction

OBOS is one of the largest housing builders in the Nordic region with over half a million members. They have operations in residential development, banking, insurance, real estate, management, consulting, commercial real estate and digital services.

In short

Problem

Buyers of new buildings perceived the selection process as cumbersome and frustrating

Solution

A digital opt-in solution for buyers and a management panel for OBOS employees

Results

50% increase in customer satisfaction and 20% fewer order errors

A complete digital option solution for buyers of new buildings

Where We Started

OBOS Nye Hjem wanted to improve the customer experience in their upgrade selection process, which buyers found manual, time-consuming, and confusing. Skalar was brought in to map the challenges and identify opportunities for digital transformation.

Three main issues emerged:

The process was complex and demanded a lot of time from the buyers.
Disconnected systems and workflows led to misunderstandings and order errors.
The existing solution didn’t meet modern expectations for a seamless digital customer journey.

Skalar’s Mission and Approach

The goal was clear: increase customer satisfaction and streamline the upgrade selection process.

We assembled a cross-functional team responsible for concept development, UX/UI design, development, implementation, and user testing. Skalar also led project management and ensured progress throughout. Working in agile sprints, we delivered continuous improvements and a solution aligned with both user needs and OBOS’ ambitions.

‍

Feedback

“Easy to see what I'd have chosen, I was clear and confident in the choices I'd made. Nice to see the tiles together with everything else”

Lisbet, customer Bjørnegårdsvingen, 2019

Value for

OBOS

The effect of the new solution was immediate and significant. Order errors were reduced by 20% in the pilot phase and customer satisfaction increased by 50%. Internally, the platform streamlined processes, freeing employees to focus on more strategic tasks. The project not only delivered a clear ROI, but also established a solid business case for further digital transformation initiatives.

20%

Fewer error orders

50%

Increase in customer satisfaction

The user interface allows the customer to visually compare different materials.

OBOS

Technology as a Competitive Edge: How OBOS Nye Hjem Increased Customer Satisfaction

In short

Problem

Solution

Results

A complete digital option solution for buyers of new buildings

Where We Started

Skalar’s Mission and Approach

Feedback

Value for

OBOS

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Technology as a Competitive Edge: How OBOS Nye Hjem Increased Customer Satisfaction

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