Global 
Germany 
Create frameworks so employees can go the extra mile
Nets transformed from a functionally divided organization to cross-functional teams with end-to-end customer responsibility and strong mandate to make it easy to be customers.
20
%customer satisfaction improvement
Customers forced to act as their own project managers
International customers felt like project managers in their contact with Nets. Several large international customers reported that they did not experience Nets as a unified organization that communicated together. They appreciated that employees were competent and friendly, but customers had to act as project managers themselves in their contact with Nets, which was not the desired experience.
Cross-functional teams with end-to-end customer ownership
A cross-functional team received end-to-end customer responsibility for selected customers, got a strong mandate, and was primarily measured on customer-centric KPIs. The team consisted of employees from both front and back office working together virtually while remaining in existing teams to ensure knowledge sharing and internal networks, supported by an agile coach facilitating daily progress meetings and learning sessions.
"We got the mandate and setup to really solve the customers problems, no silos or red lines, we are in touch with all areas."
Higher satisfaction, faster resolution, more time to sell
Customers became significantly more satisfied (20% improvement in satisfaction) with better accessibility, better first-time resolution, and generally greater satisfaction. Customer support employees find it easier to help customers (90% improvement in effort score) and easier to collaborate internally. Key Account Managers experience more time for sales (+25% time freed up) as they no longer spend 40-50% of their time on operational problems.
A leading Nordic payment facilitator
Nets is a leading payment facilitator within Merchant Services, servicing over 400,000 stores in the Nordic region including 35,000 online stores.
