Lyse Dialog

Quicker knowledge transfer and control

Lyse AS is a Norwegian industrial group in Energy and Telecommunication. The group consists of 10 subsidiaries which are wholly-owned companies that were created within the energy, infrastructure, and Telecom business areas.

Lyse Dialog is the customer service department, and they handle over 1 million customer interactions per year.

Having employees with the latest knowledge and connectivity is key to their company culture.

Compared to e-mail or Workplace groups, Prepp is a superior channel when it comes to getting knowledge distributed to employees.

Leif Floysvik,
Head of Communication & Training

The problem

Lyse Dialog were struggling to reach all customer-facing employees with new information.
They send out a lot of internal information through different channels and they do not know who is reading what, who is engaged or not. They often receive questions from the staff and the executives spend a lot of time referring to information already published.

Group executives need to know who’s reading what, and not least follow up those who do not read the information at all.
They wanted to ensure that their millennial employees are engaged in internal communications, knowledge and policies.

There are many daily changes, there are a lot of routines to deal with, and the employees need follow-ups and navigation in order to do their job right. For this reason, it is necessary that important knowlegde is read and understood by all employees at the right time.

Lyse enrolls all employees in a 14 day training period when joining the company, but they do not have a learning platform that made it easy to follow up the employees after the 14 days. Knowing if employees were aligned with the operational day to day information, compliance and policies was hard, because e-mail open rates are low and Workplace posts often got lost in the noise.

“We cannot continue to be blind, there may be employees who have not read any of the information we have sent in the last month ”

Atle Overbo,
Academic & Process Manager

How Prepp helped

Prepp delivers significantly higher read rates compared to posts in Workplace groups. Lyse benchmarked a post in Workplace Groups and a message sent through Prepp, and the results were pretty amazing:

Workplace post after 15 minutes: Read by 29 employees.
Prepp message after 15 minutes: Read by 121 employees.

According to Lyse, Prepp is a completely superior channel when broadcasting Just in Time Learning to employees.

The employees have requested that they want important information to pop-up on their screens, rather than having to search through the various channels to find it.

Prepp solves exactly this kind of problem for them.

Prepp is the only channel in Lyse where they can measure whether employees have received and read knowledge and the only channel that can easily follow up on those who have not.

They have already managed to reach employees that previously did not read important information at all after using Prepp`s reports.

Each customer service employee talks to 50-100 customers per day so getting an alignment of information has a big impact on their customer’s satisfaction.

Instead of stopping the production and do on premise informartion distribudion, Lyse sends engaging information with high impact through Prepp.

They also achieved a significantly shorter time for the information to be read, which led to reduced costs by shorter processing time.

Prepp delivers significantly higher read rates compared to posts in Workplace groups. Lyse benchmarked a post in Workplace Groups and a message sent through Prepp, and the results were pretty amazing:

Workplace post after 15 minutes: Read by 29 employees.
Prepp message after 15 minutes: Read by 121 employees.

According to Lyse, Prepp is a completely superior channel when broadcasting need-to-know information to employees.

The employees have requested that they want important information to pop-up on their screens, rather than having to search through the various channels to find it.

Each customer service employee talks to 50-100 customers per day so getting an alignment of information has a big impact on their customer’s satisfaction.

Other than stopping production and do on premise learning, Prepp is the only channel in Lyse where they can measure whether employees have read information or not.

By reducing the need for on premise knowledge distribution, they reduce the cost and keep the employees answering more calls.

They also achieved a significantly shorter time for the information to be read in cases where quick information distribution was key, which led to reduced costs by shorter processing time.

“The Communication and Training Department “Prepps” the customer service department because they are the factory in the organization. They constantly need to change the output to customers based on input from all departments.
Leif Floysvik

“With Prepp, our employees get a better experience in terms of how they are informed and the actual flow of information in the company”

Leif Floysvik,Head of Communication & Training