Cooperation for innovation

Customers used to come to EVRY with clear requests, set needs and specific requirements. This is happening less and less as the complexity and speed of technological change increases. Customers are now much more interested in seeking advice on how digital solutions can create better services and increase their competitiveness.

In order to be an attractive collaboration partner, EVRY needs to be relevant by ensuring it offers leading products and services in the areas of digitalisation, applications and infrastructure. EVRY has the right products and services, and offers standardised solutions that function across industry segments as well as dedicated industry-specific solutions that satisfy industry requirements.

The main components of EVRY’s offer are based on its partnerships, and EVRY has entered into strategic collaboration agreements with leading companies such as IBM, Microsoft, Google and Amazon Web Services. Through these partnerships EVRY offers world-leading technology as well as processes and tools for transitioning to cloud-based solutions. These are combined with EVRY’s local presence, market understanding and infrastructure solutions across the entire Nordic region. 

What solutions should a customer choose and in what order, and how should new technology and the organisation interact to create optimal value? EVRY has a key role to play in relation to such questions by functioning as a reliable partner than helps its customers to make the right choices. Our goal is to be a collaboration partner that helps its customers to predict their needs, to manage change and to create business value. We seek to help our customers to develop new business models and to implement innovative solutions for their end-users.

EVRY launched a new centre for cognitive solutions in 2017 to research areas such as robotisation, automation and machine learning.

New way of collaborating with customers

The pace of progress is extremely fast and businesses need to be able to adapt to what is happening at any given moment. The EVRY Strategic Design Lab represent an entirely new way of working with customers. Their primary objective is to engage customers’ senior management teams in dialogue in order to look at new business opportunities, and they seek to support customers with the changes they face by using Design Thinking. Design Thinking involves creating a good understanding of end-customers and their needs before looking at solutions. This approach is helping EVRY  to differentiate itself.

Working closely with customers, rather than using the more traditional customer-supplier relationship, creates better dialogue and leads to the co-creation of optimal solutions. This way of working is well suited to customers who need help with improving the customer experience and developing new products and services, or with automating their organisation. Based on working to develop in-depth insight, EVRY develops a “proof of concept” that is tested on end-users before finally being developed into a finished service. The point of departure for the EVRY Strategic Design Lab is not new technology per se; they are instead focused on achieving value creation through technology. Collaborating with customers’ commercial teams is important, and will become increasingly so in future.

The EVRY Strategic Design Lab are committed to understanding Nordic society, and bring together expertise in local conditions with global capabilities. Competition is becoming increasingly global; local savings banks are, for example, now having to compete with global heavyweights. The EVRY Strategic Design Lab therefore work to link the global perspective with local conditions. 

Customer service using cognitive intelligence

In 2017 EVRY launched a new centre for cognitive solutions in order to research areas such as robotisation, automation and machine learning. Technology that EVRY has adopted at this new centre includes IBM’s Watson technology, which is used to automate the core processes in customer service. The result is a proactive customer service centre that can solve customers' problems – even before they become aware of them.

All types of customer enquiry and case management activity can be managed using artificial intelligence. EVRY can now assist customers with everything from the simple automation of selected processes through to deploying advanced systems that use cognitive intelligence to develop of their own accord. EVRY’s cognitive customer service centre has built-in chat services that enable the customer to chat directly with the system based on Watson technology. This functionality is also included in the solution that EVRY is now providing to the market. What is unique about EVRY’s cognitive customer service centre is its automation of the three core areas in customer service: identifying the problem, presenting the solution, and implementing corrective activities.

"A number of the new employees have expertise in areas such as robotics, augmented reality and virtual reality. We work actively on developing new solutions, creating real customer value – and driving profitable growth for EVRY."

Trond Vinje

Executive Vice President, HR

Investing in augmented reality

Gartner estimates that approximately 100 million customers will be using services that involve augmented reality by 2020. EVRY sees significant potential in this, and is seeking to combine data from the physical world with virtual data for everyday tasks. EVRY’s objective is to be a technological leader and it is therefore contributing to the EU’s giant investment in innovation and research, Horizon 2020. EVRY is the only Norwegian company that is working with Sintef and the Norwegian Directorate of Public Construction and Property on the proDataMarket project – a portal and marketplace for exchanging data internationally in Europe. EVRY’s contribution consists of two mobile applications that use augmented reality. One app makes it possible to visualise a planned building in a specified location, while the other shows infrastructure such as pipes and cables located below ground. The Municipality of Bergen piloted the apps in the development phase, and sees both as having great potential.