67%
Reduction in time to ID
With quicker ID verification, NetOnNet’s customer support can help each customer faster than before and help more customers per hour as a result.
NetOnNet – Secure ID Check
To offer a more secure, intuitive way to identify customers over the phone, NetOnNet turned to Scrive to help create a better experience.
Safer and better
For both customers and staff
Feedback from NetOnNet’s customer service as well as customers has been overwhelmingly positive. Not only is the new process significantly faster but everyone involved has reported feeling safer than they did with the old process.
NetOnNet, one of the largest players in the Swedish home electronics market, has been a significant presence since its founding in 1999 in Borås, Sweden. Known for selling home electronics and related products both online and in physical “warehouse shops”, NetOnNet operates 31 stores across Sweden and Norway. As an omni-channel retailer, the company serves both consumer and business markets. Since 2022, NetOnNet has been part of the Komplett Group, which includes Webhallen and Komplett, and is listed on the Oslo Stock Exchange.
Challenges
NetOnNet identified the need to improve their processes for handling documents containing customer information, especially during interactions via telephone, email, chat, or in stores. Ensuring that the recipient of the customer information is indeed the correct customer was crucial for maintaining security and efficiency. Before adopting Scrive, NetOnNet’s customer care routines were cumbersome and less secure, relying on manual verification methods that were time-consuming and prone to errors.
Solution Exploration and Selection
Initially, NetOnNet considered creating an in-house system or adapting existing tools. However, this approach would have required significant resources and time for development and maintenance. Given their existing relationship with Scrive for subscription signing it was a natural progression to explore expanding this partnership.
Josefin Salander, the Customer Care Manager at NetOnNet explained that the decision to choose Scrive over other potential solutions was driven by the comprehensive and user-friendly nature of Scrive’s offerings.
The implementation process was straightforward and efficient. Scrive’s ID Check solution was easy to handle for both NetOnNet’s employees and customers. This new system allowed agents to verify customer identities more securely and quickly.
Impact and Feedback
The impact of Scrive’s ID Check on NetOnNet has been significant:
- Efficiency: Before implementing Scrive, verifying customer information was a lengthy, manual process but with Scrive’s ID Check, time spent on verification was reduced by 67%!
- Security: Both customers and employees feel more secure, knowing that sensitive information is being handled correctly.
- Customer Satisfaction: The general reception has been positive as customers appreciate the added security measures.
“We would definitely recommend Scrive to other companies due to its simplicity, security, and the smooth collaboration we experienced during the implementation process. The ID Check solution has not only improved operational efficiency but also enhanced the overall feeling of security for both customers and our internal team.”
Josefin Salander – Customer Care Manager at NetOnNet
Internally, the feedback has been overwhelmingly positive. Agents reported feeling more secure and efficient in their roles, as the verification process is now much simpler and quicker.
Featured Scrive solution
ID Check
Empower your support and sales agents to get instant proof of identity before proceeding with sensitive information sharing and secure transactions.
