Challenge
Despite its stellar reputation in property development, OBOS grappled with:
- A “Tilvalg” process that was overwhelming and time-consuming for clients.
- Multiple touchpoints, leading to potential miscommunication and errors.
- An outdated approach that didn't align with the contemporary digital expectations of customers.
Solution
Collaborating closely, Skalar and OBOS envisioned and executed an online system that would revolutionize the way customers personalized their homes:
- Transitioning the entire “Tilvalg” process online, eliminating the need for physical visits.
- Incorporating intuitive design and UX to ensure ease of use.
- Integrating visual tools, allowing customers to view changes in real-time.
- Streamlining communications with suppliers to reduce lead times and errors.
Results
A notable surge in customer satisfaction, courtesy of the immersive and interactive personalization process.
- A significant 20% reduction in error rate, translating to enhanced efficiency and cost savings.
- Successfully integrated 189 additional product options, directly benefiting 123 homeowners.
- Paved the way for other real estate developers to appreciate the power of digital transformation in enhancing customer experience.
Key results
123
20%
189
4,3/6
