Customer centricity

Collaborating to create digital customer value

EVRY works continuously on being a customer-centric company that satisfies its customers’ digital needs. In 2017 it worked intensively on developing new digital services in close dialogue with its customers and on their terms. This led to both exciting new solutions and new contracts.

It is crucial for EVRY to be close to its customers. This is important to our ability to develop value-adding services that enable our customers to offer their customers more attractive products and services as well as a better user experience. EVRY is committed to focusing the company’s resources on what creates customer value. The digital shift currently taking place is creating a whole range of opportunities. This is leaving many customers unsure about what they should and can do. Against this backdrop, EVRY wants to be a high-quality advisor. The company therefore needs to be at the forefront of developments in technology and close to its customers. EVRY is committed to dialogue with its customers on their terms, with the starting point of identifying what digital opportunities are available to them.

In order to make a success of this approach, EVRY has introduced the three Cs: “Customer-centricity”, “Collaboration” and “Cultural change”. The three Cs illustrate the change journey that is essential in order for EVRY to transition from being a traditional IT company to a digital transformation provider.

High customer satisfaction

EVRY works in a targeted way on improving customer satisfaction. For the Group as a whole, customer satisfaction increased from 69 points in 2012 to 75 points in 2017. Although there was a small decrease in the customer satisfaction score for EVRY Norway for 2017 relative to 2016, the scores for all business units are now consistently high. The feedback we have received from customers over the last few years demonstrates that EVRY has become more inspiring and easier to collaborate with. As “Empower and inspire” and “Perform together” are two of EVRY’s core values, this is a sign that EVRY is realising its values in a targeted way.

EVRY’s ability to inspire, to work closely with customers, to be a reliable collaboration partner and to offer reliable  services contributed to this progress. EVRY’s ambition is to make additional progress and to further improve in these areas, and it regards taking a proactive approach and being as relevant as possible to customers as essential to this.

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Industry expertise

EVRY has in-depth insight into its customers’ industry segments. In 2017 it increased its focus on widening the range and depth of its industry expertise, with a target of offering leading comprehensive solutions that are adapted to each industry. EVRY has taken those industry areas in which it is particularly skilled and has worked on further strengthening them.

EVRY is a market-leader in a range of industries and focuses on segments including banking and finance, national government, local government, healthcare, insurance, manufacturing businesses, energy, oil and gas, retailing and logistics, grocery retailing, primary industries, and transport and logistics.

The importance of EVRY’s deliveries to society

EVRY is the force behind a whole range of solutions that are critical to the operations of private sector companies and municipal and national public-sector organisations. Over five million people in the Nordics use services delivered by EVRY every day. With customer deliveries of such great importance to society, we depend on having close relationships with our customers and on operating reliable, high-quality systems and processes. EVRY pays great attention to its relationships with its customers, its role in society, the environment and its employees. EVRY’s customers can be confident that the services they use are provided by a sustainable and reliable company.

EVRY is committed to dialogue with its customers on their terms, with the starting point of identifying what digital opportunities are available to them.

Making customers more environmentally friendly

With the UN’s sustainable development goals as its starting point, EVRY works in a targeted way on reducing the company’s impact on the environment. EVRY’s most important contribution to climate change is achieved when it digitalises and collaborates on projects at its customers. With more than 10 000 customers, the contribution it makes in this way is significant. EVRY digitalises its customers’ business processes and provides environmentally friendly solutions that have a positive effect on its customers’ impact on the environment. EVRY’s contribution particularly relates to reducing paper usage and travel and transport. In addition to solutions that help create a low-carbon society, EVRY delivers solutions that facilitate increased participation in democratic processes, promote inclusion, and help improve health.