Customer service and delivery are pivotal in today's business landscape, serving as key differentiators that can elevate a company's reputation and foster long-term customer loyalty. In an era where consumer expectations are higher than ever, businesses must excel in these areas to stay competitive and meet the demands of an increasingly dynamic market.

This commitment is exemplified through the partnership between EIVA and GENOS, with GENOS's hub for service and delivery in Bucharest ensuring top-tier performance and satisfaction for their clients.

We took the opportunity to talk to Benjamin Nielsen, Vice President of Customer Service and Delivery for EIVA, during his visit last week to our GENOS Bucharest office to spend time with the EIVA team.

 1.Can you tell me a little about your journey with EIVA so far?

Thank you for inviting me to this Partner Talk. I’d like to share my journey at EIVA so far, which began in 2022 when I was hired to lead the Customer Service department, now rebranded as the Customer Service and Delivery Department. This department was well-established prior to my arrival, boasting a strong team with diverse responsibilities.

My initial focus was on team alignment and familiarizing myself with the company. Since then, my role has expanded to encompass production, warehouse, shipping, and procurement, while covering for our Head of Production, Mette, who is currently on maternity leave. As a result, my responsibilities have significantly increased.

2.With so many branches and services within EIVA, how do you ensure high-quality customer satisfaction on a 24/7/365 basis?

Customer satisfaction is inherently subjective, defined by the customer's own experience. Consequently, we prioritize measuring customer satisfaction rigorously.

To understand our customers' perspectives on our technical issue resolution, we implement a multifaceted approach. Firstly, following the closure of every support ticket, we solicit feedback on customer satisfaction. Secondly, we conduct annual surveys among all customers who have interacted with our team.

Additionally, we proactively reach out to selected customers to gather in-depth insights into their experiences and lessons learned. This comprehensive approach enables us to accurately assess our service performance and identify areas for improvement.

3.You currently lead the Customer Service and Delivery Department organization, but I want to know from your perspective how do you inspire people to embark on a journey of innovation?

Innovation, to me, isn't solely about groundbreaking, cutting-edge technologies. It's also about creatively combining existing resources, products, and processes.

To foster innovation, I believe in empowering employees to take ownership of their work. This involves encouraging them to optimize their tasks, explore new methods, and streamline their daily routines. By cultivating a culture where productivity and efficiency are valued, we can unlock a wealth of innovative ideas.

To capture and prioritize these ideas, we conduct department-wide innovation sessions every six months. Additionally, I hold regular one-on-one meetings with employees to identify challenges and encourage creative problem-solving.               

Ultimately, it's about creating an environment where everyone feels empowered to contribute to the company's growth.

4.As a lead, how do you coach team members to maximize productivity and motivation in the team?

Empowerment is undeniably crucial. I practice leadership by intentionally delegating authority to the lowest possible organizational level. This requires fostering trust and psychological safety between managers and employees. 

To encourage independent decision-making, individuals must feel confident that mistakes are acceptable learning experiences. This trust is built through consistent actions. By creating a safe environment where employees feel empowered, we stimulate high levels of motivation and achieve optimal productivity.

5.Now I'm going to veer a little bit away from the team side and I want to ask you, how do you manage customer expectations and feedback on a regular basis? Because I do understand that to a certain extent there are different scenarios, different problems and not every customer's experience is the same.

Indeed, this ties into the earlier discussion about securing customer satisfaction. Our product's complexity necessitates tailoring our support approach to customers of varying experience levels.

To effectively address customer feedback, we must empathize with their perspective. Negative feedback from a novice user requires a different response than that from a seasoned customer. In both cases, prompt action is crucial. Ignoring customer feedback is a critical misstep.

By understanding the customer's background and tailoring our response accordingly, we can effectively mitigate issues and enhance overall satisfaction.

 6.What would you say to someone who is looking at joining EIVA?

If you thrive on change, seek responsibility, and possess a strong drive to make an impact, EIVA is the ideal environment for you. Our rapidly growing company maintains a strong family-like culture, fostering a supportive and collaborative atmosphere. While our groundbreaking technology and cutting-edge solutions are undoubtedly compelling, it's the exceptional work environment and camaraderie that truly set us apart.

7.And on that note, can you say a couple of words about the partnership between GENOS and EIVA? And if you can go into detail, how do you think GENOS has contributed to EIVA’s efforts?

The EIVA and GENOS partnership has been a cornerstone of our growth strategy for approximately six or seven years – a collaboration that predates my tenure at EIVA.

GENOS is instrumental in EIVA's ability to scale resources and capabilities effectively. Their nearshore model provides a competitive advantage in areas such as support, engineering, and staff functions. Additionally, GENOS has been invaluable in sourcing crucial personnel like surveyors to meet our growing demands. 

This partnership is a mutually beneficial one, characterized by close collaboration and a shared commitment to success. Unlike traditional consulting relationships, GENOS offers a more integrated model, fostering a deeper connection between our teams.

8. Before we get to the end, I just want to ask you if there are any words from your side, for GENOS and to our team in Romania?

GENOS has significantly enhanced our overall operations. Being located here, in this building, has undoubtedly contributed to a more professional and prestigious work environment, which positively impacts employee morale and attracts top talent. Additionally, their support has been invaluable in streamlining our recruitment process, onboarding new employees, and providing local leadership.

GENOS's ability to efficiently organize events, such as the recent workshop, has been a tremendous asset. Their flexibility and willingness to adapt to changing circumstances demonstrate a strong commitment to partnership. By providing these essential services, GENOS has empowered us to focus on our core competencies while ensuring the well-being and productivity of our team.

Overall, the partnership with GENOS has proven to be mutually beneficial, contributing to a more efficient and enjoyable work experience for our employees.