ABOUT THE COMPANY 

Joyweek aims to create sustainable and joyful offices where employees thrive, perform, and choose to be. Joyweek is a complete service and product partner that makes it easier for companies to have full control over all their services, products, and deliveries. For Joyweek, the office is the passion, and it permeates everything. Joyweek strives to delight its customers at every opportunity while also contributing to creating work environments that function effectively and spread joy, hence the name.

THE CHALLENGE 

Joyweek was founded when Office Management's business area, Facility Management, was spun off from the company and became its own entity. This also marked the beginning of Joyweek's CRM journey as they started to review all their solutions for all systems. Should they continue using existing systems or look for new ones? They needed to gain a better overview of which functions they actually needed, and which could be scaled back. The existing setup was simply not fully adapted to Joyweek's operations or needs. So, when the company was established, the data was extracted from the existing system, and some old data that needed to be cleaned up came along with it.

The sales teams at Joyweek maintain continuous contact with both existing and potential customers, and this needs to be followed up, with processes ensured and quality assured. Additionally, there is a fleet of coffee machines and water dispensers linked to existing customer agreements. It is important to ensure information about each machine, including its location and which agreements apply, so that the customer's field service team can manage the ongoing service work related to the machines and agreements. Work processes need to be simplified and efficient.

Previously, the system was also on its own server, which made it harder to keep up when new versions were released, and the software was updated.

THE SOLUTION 

Joyweek, which already had contact with SuperOffice, appreciated that they could deliver both a solution for the company's short-term needs, with opportunities to scale up and develop the solution over time.

The solution was to extract their own data from the previous CRM solution into a separate database, which was a challenge in itself. It required a significant effort to clean up, extract, and partially adapt the configuration, but it also led to a complete solution.

A SuperOffice cloud solution was created with all relevant information about existing customers, agreements, and machines. There is also support for the company's customized sales process and customer engagement, as well as a tailored solution for the service team with machine cards and service activities where technicians can easily work via mobile to update information about machines and service visits. Cases that come into CS, CRM, and service are now integrated with Visma Business and Joyweek's customer portal.

Furthermore, the SuperOffice Marketing Platform was also implemented to synchronize the marketing efforts that Joyweek conducts, so that they can smoothly reach out to their customers within the same system. This provides a clear and consolidated view of what and how the company communicates with its customers, allowing for easy segmentation of target groups through selection.

"The system gives us a good overview of all cases, which enables quick handling and thus improved customer service. It is user-friendly for our technicians, who can easily see the customers' geographical location using GPS and with a smooth signature function. It is easy to generate reports, and the approval function is just one of many examples of features that lead to internal time savings."
Kim Söderström, Service Manager