Digital Transformation - Respecting Customers Needs
In a business, making strategic decisions is a priority. However, this can be challenging if the IT systems are outdated and disconnected from day-to-day operations and reality. At Sjællandske Medier, they experienced that technology had become defining for the decisions made, even though the customers' needs and desires were pointing in a different direction. That's why they took action: "We were tired of 'the art of the possible' and being slaves to the old system. We chose to switch to Iteras so that today we can listen to customers' needs and fulfill them," says Mike Dige Svendsen, Subscription Director at Sjællandske Medier.
Customer Desire: Self-Service Capability
Today, customers expect to manage their subscription arrangements themselves, whether it's about meal kit deliveries, socks, or newspapers. "Whether you're on vacation or have other plans, you should be able to postpone or change delivery addresses without waiting in line at customer service. People want to have control," says Mike Dige Svendsen, adding, "Digital transformation is not just about saving, it's about creating value."
With Iteras, We've Become Proactive
Manual processes like updating and invoicing are now handled by Iteras. The time freed up allows Sjællandske Medier employees to engage in genuinely value-adding customer service. "We've become proactive instead of always playing catch-up," says Mike Dige Svendsen. "Previously, we couldn't pull data and verify whether our hunches were more than just hunches. Now, the system is fully integrated with both the website and customer service, giving us an overview and insight into how things are progressing."
"The system is well-thought-out, and despite the complex engine behind it, it looks simple and is easy to work with. And as a provider, Iteras functions more like our partner.”
– Mike Dige Svendsen | Subscription Director at Sjællandske Medier
Short Process - Easy Decision
Subscription Director Mike Dige Svendsen came from a similar position at Børsen, where he was also heavily involved in choosing a new subscription system. Therefore, he had gone through the process of selecting a new provider and had no doubt that he would once again choose Iteras: "The system is well-thought-out, and despite the complex engine behind it, it looks simple and is easy to work with. And as a provider, Iteras functions more like our partner. Throughout the process, there has been ongoing alignment of expectations, and we feel listened to. The system is up and running now, and in our daily work, they are still accessible if we have questions. We're never just tickets to them."
Complex Organization on a Unified System
Sjællandske Medier operates four daily newspapers with editorial, advertising departments, and subscription services. They needed a new system that could simplify the IT landscape within the organization. It had to be suitable for running a subscription business and user-friendly for both customers and employees. Mike Dige Svendsen elaborates: "The IT structure around the subscription system also needs to include customer service and telemarketing. Because the departments are internally interdependent, we need a system that enables smart and data-driven work. Our organization is complex, so the task we asked Iteras to solve wasn't an easy one," says Mike Dige Svendsen.
