The Customer Meeting

Customer Case

CUSTOMER: Tre Sverige

The Customer Meeting Created a more Sustainable Working Environment

"We were in a tricky situation with the Customer Excellence Program; our comprehensive and far-reaching educational initiative for achieving sustainable sales tactics, that didn't yield results. We needed support ranging from strategy to process and project management.
When Doings stepped in, it made a difference; great determination combined with humility and curiosity. They brought clarity and structure to project organization, roles, communication, and specific behaviors. With an agile approach and a strong track record working with senior clients, they provided the guidance we needed; our culture translated into a sustainable work life and more confident employees in customer meetings.
This investment will have a long-term business impact on our operations, all while enjoying the journey!"

CECILIA ERIKSSON, CHRO/HR-director, Tre Sverige

Customer Case

CUSTOMER: TRE SVERIGE

The Customer Meeting Created a more Sustainable Working Environment

"We were in a tricky situation with the Customer Excellence Program; our comprehensive and far-reaching educational initiative for achieving sustainable sales tactics that didn't yield results. We needed support ranging from strategy to process and project management.
When Doings stepped in, it made a difference; great determination combined with humility and curiosity. They brought clarity and structure to project organization, roles, communication, and specific behaviors. With an agile approach and a strong track record working with senior clients, they provided the guidance we needed; our culture translated into a sustainable work life and more confident employees in customer meetings.
This investment will have a long-term business impact on our operations, all while enjoying the journey!"

CECILIA ERIKSSON, CHRO/HR-director, Tre Sverige

What was the challenge?

In 2021, Tre Sverige initiated a larger business-wide methodology for the Customer Meeting for all employees in customer-facing roles.

This educational initiative is the largest sales and employee effort within customer-facing organizations that Tre has ever undertaken. The new methodology is based on behavioral science principles and a coaching approach aimed at providing customers with a more efficient and consistent service. In 2022, many parallel initiatives started simultaneously, and they struggled to establish the strategy and the extensive deployment of the training using internal resources. As a result, Tre Sverige decided to bring in external process and project management through Doings.

What was the solution?

When Doings came in, an immediate current status and needs analysis was conducted through surveys and in-depth interviews. Based on the collected data, a revision in strategy and the project was recommended to manage expectations for the continued rollout of the training. Doings and the project team at Tre Sverige then jointly established a clear project organization with objectives for efficiency, quality, and social environmental effects, as well as a distinct role allocation.

Moreover, conditions for ongoing improvements were rooted by setting internal structures for management, work methods, and communication. To genuinely effect change and support in specific behaviors, Doings also conducted modules within Tre Sverige’s own leadership programs.

What was the result?

CLEAR STRATEGY & PROJECT PLAN: A clear, well-founded strategy, project organization, and project plan for the training within a reasonable implementation period.
SUSTAINABLE METHODOLOGY & BETTER INTERNAL COLLABORATION: Improved conditions for continuous enhancements of sales methodology and enhanced internal cooperation.
SUSTAINABLE EMPLOYEES: The behaviorally grounded sales tactics for the Customer Meeting draw significantly less negative energy, making employees more sustainable over time.
INCREASED OPPORTUNITIES TO ATTRACT MORE WOMEN: The strategy aligns with Tre Sweden’s gender equality plan (50/50 women/men by 2025) as a more sustainable sales approach appeals to and attracts more women.
INCREASED MOTIVATION & SECURITY FOR THE FUTURE: A well-planned and established methodology, along with the opportunity to practice concrete, everyday behaviors during training, has created conditions for Tre Sverige to independently continue working with the sustainable sales methodology and the Customer Meeting.

Tre Sverige (Hi3G Access AB) was started in December 2000 with the vision of creating a completely new platform for mobile communication. Since then, the company has grown at enormous speed and today owns and operates 3G, 4G and 5G mobile networks in both Sweden and Denmark.