Mio trusts Salesforce for performance improvements and continuous growth

Offering the right type of support for the elderly and disabled enables them to live independent lives with the freedom to make their own decisions when and how they wish. This is the guiding principle of Mio, one of Norway’s largest providers of home nursing, home help, and client-guided personal assistance. The company has three divisions including an assisted living home for seniors.

But with the company’s expansion and growing responsibilities, a new approach to operations and data was needed. “We didn’t have an all-encompassing CRM system in all the divisions,” said Mio CEO, Ragnhild Aase. “We wanted a patient engagement system that would be useful for all three divisions and their different needs; a system that could start small, but then develop and scale for the future. From the beginning, we had a great demand for the services that we provide, so we knew we were going to grow fast. We had to be prepared.”

Mio decided to rely on Salesforce and their implementation partner Inlead to match its growth and prepare for the future. 

"We support people with disabilities of any age, from birth to old age,” said Aase. “We want them to have the freedom to organise their own needs so they can live a life like everyone else.” According to Aase, this means that clients can become leaders of the assistants that work for them. They can pick their staff and guide them through their own assistance.

This required the company to set up a self-service portal where Mio’s clients can complete forms and make decisions pertaining to the assistance they’re provided with. “We used a lot of time finding a system that worked for people with disabilities,” said Aase. “For example, some of our clients are visually impaired. The self-service platform was the best system out there.”

Customers used to have to log into various separate systems to access different information. With Experience Cloud, the company can gather all the customer systems into one customer portal. “It feels seamless now,” said Aase. “It’s all in one place. And there is functionality where they can send us feedback. We take our customers’ feedback very seriously as it helps us improve our service"

With support from Inlead, the company has involved employees in the creation of several of its solutions. “We started with Sales Cloud and Service Cloud use cases and then we built a lot of the other functionalities for different user groups. Self-reliance is important to us because we know what we need. And when the system is this easy to modify, it makes sense to build it ourselves.”

The company has also been using Salesforce Platform to provide apps for different user groups and, most importantly, for carers. “We don’t want to waste their time figuring out complex systems,” said Aase. “They want to use their time delivering services well.” Filling out information about plans for a follow-up visit has now been made easy with a customized app.

Processing such sensitive data needs to be done securely. Salesforce helps the company fulfil general data protection regulations (GDPR) to protect clients’ personal information. 

To improve sales processes, Mio invested in Sales Cloud. Now, everyone sees all leads and their potential value at a glance. This includes service, support agents, and sales staff, who can add notes and information to discuss at regular meetings. This includes the entire activity timeline which shows all activities which led to the lead becoming a customer, alongside factors and actions that were not as successful. Employees can analyze the data to better understand what’s working, and what isn’t.

“We have meetings and workshops to discuss what’s gone well and what hasn’t so that everyone can learn from each other,” said Aase. “We didn’t have the structure to extract this information previously, we had to just make assumptions based on anecdotal evidence. But now we know. And we are making decisions based on data. It allows us to try new things, see what works, do adjustments, and continually improve our process.”

Success can, and should, be measured. And an example of improvement can be seen in the increased number of qualified leads. Through Sales Cloud, the company discovered that many potential customers would get disqualified as a lead if they hadn’t answered their phone or replied to a text message, even thought they had registered their interest online. This number was high in all the company’s locations.

Access to clear data allowed staff to discuss options for solving this problem. One solution was to contact leads via the same channel used when they were registered in the system. So if a potential customer filled out a form on Facebook, this was how they would be contacted. After the new data-based approach was implemented, the number of disqualified leads due to non-response decreased by 7.3% and the number of qualified leads has risen by 4.8%. 

Salesforce is also enabling collaboration and information flow. With Service Cloud, it’s easier for leaders to support their teams as they now have an overview of any outstanding tasks. “It’s easy for our agents to help each other,” said Aase. “Everything is structured and we have a full view in one place instead of it being fragmented and spread over different platforms.”

The use of Cases and Tasks help employees stay on top of information and prioritize work. Crucially for Mio, this has improved both the agent and customer experience as it ensures better support.

There was a huge need for real-time collaboration and standardized processes across all three of Mio’s divisions. Quip has made this possible, giving a fuller picture of every situation. “Mio leaders use Quip for all their projects,” said Aase. Quip helps projects go more smoothly by enabling accountability, collaboration, and ultimately, alignment. All project stakeholders have a single source of truth that they go to for an up-to-date overview of the project and the parts for which they are responsible.

This capability simplifies decision making and infuses confidence that new solutions are based on the most recent information, affecting efficiency, speeding up processes, while saving time and effort. It also provides a competitive advantage, because Mio can focus on providing better service to customers and building better relationships.

Mio has found Salesforce to be a great tool to support employees. “Our employees can use their time for the important stuff and use it more effectively,” concluded Aase. “We thought that teaching them how to use Salesforce would be challenging because they hadn’t used this kind of system before. But it’s really easy to learn.”

Happy with the solutions it has found with Salesforce, Mio is looking for further improvements in the areas of actionable analytics in the flow of work. Currently, there is a lot of manual planning and time involved in matching the right client with the right caregiver/assistant, or finding replacements for employees who are sick. Clients rely on Mio, and Mio’s mission to always be there for its customers. Salesforce helps Mio fulfil it’s mission every day.