Kredinor is Norway’s largest debt collection company in terms of number of cases, and a leading player in the management and purchase of debt portfolios. The company has offices in Norway, Sweden and Finland, with 600 employees and a total annual turnover of nearly NOK 1.6 billion. Kredinor AS is owned by Sparebank 1 and the Kredinor Foundation. The debt collection industry is changing, and Kredinor aims to take a more socially responsible position in our follow-up of individuals, companies and public entities.

At Kredinor, our priority is to provide our customers with the best solutions and experiences. To achieve this, we need all departments to work together and understand each other. Good communication and a shared understanding of our goals are crucial. Technology, digitizing and Robotic Process Automation (RPA) is part of helping us deliver on our customer promise.

To improve our way of working Kredinor started a process of finding a tool that could simplify the job of drawing flow sketches.

"We needed a solution that was easy to use, understand and learn, as well as transparent and flexible for documenting processes."
Jørgen Engeskog, Business Developer

After evaluating various options, Kredinor chose ShiftX as the solution that met their needs. ShiftX's visual approach makes it easy for anyone to understand and use, and it helps to improve communication and understanding between departments, in a more unified and efficient way.

Kredinor's development processes take place between people and systems from several departments. The work goes through phases such as exploring, identifying, defining, prioritizing, developing, programming, testing and documenting. People are often drawn into a task without having been part of what has happened so far or is to be done further. By using ShiftX we work faster, more efficiently and precisely through all phases of the process.

They are now effectively documenting all their RPA processes in ShiftX

“ShiftX is an unusual combination of simple and professional in one and the same solution. It's fun to use for presentations because it is easily understood”. 
Hege Karlsen, process analyst at Kredinor RPA-team

The use of ShiftX allows Kredinor to model the RPA process in ShiftX first, which results in smoother handover between process analyst, developers and test leader. It's not just the work with processes that gets better, the processes themselves get better too.

The visual approach helps Kredinor to quickly identify gaps, shortcomings, and consequences of a proposal, resulting in better decision-making. Often redundant steps are found and can be removed.

The further development and implementation also goes quicker because we save time and avoid unnecessary misunderstandings, errors and delays at all stages from the workshop, via development, testing and to the operation department.

It is easy to maneuver from step to step, and different information layers can be created within the solution, depending on who is to understand or do something in the step.

A useful side effect is that a well-documented process is well-suited for training.

It's not just the work with processes that gets better, the processes themselves get better too.

ShiftX also allows Kredinor to see previous versions, changes, and improvements easily. This provides the company to improve and develop RPA processes while keeping track of the changes made and when they were implemented.

Visual and intuitive understanding means moving faster as a unified organization

In conclusion, Kredinor's use of ShiftX helps the company to streamline their building process, improve communication and understanding between departments, and launch new processes faster.

Because ShiftX makes it so easy to understand each other and collaborate, there will also be less disruption, interruptions, fewer meetings and shorter discussions.

The more widely we use ShiftX, the greater the value of the use is. A growing part of the organization sees the same picture to an even greater extent of a better way of working. This means that we move even more in the same direction and work faster to develop new and better deliveries to our customers.

“We experience ShiftX as a very forward-leaning, listening company that is both curious and sympathetic to our wishes and needs. ShiftX is very intuitive and visual in use, which is extremely important to us. We are rooting for them to be a Norwegian startup.

 
Andreas Komnæs - Head of New Products and Services

Business Developer

Streamline the development and improvement of customer processes using ShiftX

OsloBuss is a family-owned company, established in 2002, specializing in charter and touring buses. It was the first company to begin using a fully electric touring bus in Northern Europe, and it has set an ambitious goal to be fossil-free by 2023 and not to have any more diesel trucks by that time.

Their customers are (among others) Flytoget, the Norwegian Army, the IKEA-bus, Coop Obs, and the Municipal educational Officer. 

They also have a lot of school buses in Oslo, and transport about 1000 students each and every day. It's all very complex, and a lot of processes to keep track of, says Fredrik Eijerstam, CEO of OsloBuss. 

Onboarding new drivers during a pandemic 

Like many others, OsloBuss faced challenges due to the pandemic. Pre-summer 2021, their driver pool was reduced and OsloBuss was to replace Flytoget, the airport express train in Norway, as part of the summer deviation plan for Flytoget. Flytoget is very quality-focused, and is expected to and known for being right on time and delivering excellent customer service. OsloBuss was going from small to enormous production in a short period of time. 

Elevate all employees, both existing and new, to this high-quality level 

And last but not least, how to make every role clear to everyone? 


For OsloBuss, it became important to find a tool to reach out to as many drivers as possible, and map out what it means to be a Flytoget-driver, what it meant to work for OsloBuss, as well as the customer journey flow. E-learning and ShiftX turned out to be great tools to achieve this. 


- For a guy that's over average interested in processes and structure, it's a fantastic tool to draw up processes, Fredrik says

OsloBuss has been working with ShiftX for about 2 years now. When they first started using the tool pre-summer 2021 to face the challenges they experienced, Fredrik started by mapping everything, the whole organization, and all its processes, out himself at first.

And after he was done, he invited everyone else in. But they didn't understand anything. As he drew everything from his own mind, the interaction was lost. To get an accurate picture, they quickly understood they had to make the process of mapping out everything more inclusive.


- Instead, we sat down in a meeting room together and mapped every challenging case we knew of, 

By mapping it out together, all parties were able to agree and clarify their roles and responsibilities. How long each one is responsible, when its transferred, etc.

Just the simple move of sitting together, the whole group, to clarify responsibility, gave us a better flow,

The result: Out of 27 000 trips in one month with 100 bus drivers on duty and 20 customer advisors, 

99,3 percent of scheduled trips were on time. 

According to Fredrik, the implementation and delivery turned out very well, which also makes them able to harvest useful experiences for next year's delivery. Having the right tool has helped the company to get a better flow of things, better understanding, and reduce stress. 

- You're able to map out the full onboarding flow, from A-Z, in a structured, nice way. Everyone knows what's supposed to happen in which step, and what's supposed to happen afterward. 

By mapping out steps and responsibilities in the process and their internal routines, the whole atmosphere in the group has changed and improved. 

- Through ShiftX, e-learning, and routines, we improve the level of understanding throughout the company, Fredrik concludes. 


In closing, Fredrik comments that the more they use ShiftX, the more they use the finesse and different features it offers. 

If you are interested to hear and see how OsloBuss use ShiftX, watch the recording of our live seminar here: 

CEO of OsloBuss

Onboarding process with high quality expectations using ShiftX 

OBOS is the largest housing developer in Norway and one of the largest in Scandinavia. With 2500 employees, managing over 5000 housing cooperatives, and spread over 250 000 houses, they've got a lot of different business processes to track, structure, and digitalize.

Hilde Rannem Rostad was hired to digitalize their economic functions in 2019. She quickly realized how everything was related to processes.

– My mission was to digitalize a great part of the organization. I quickly understood that it's all about processes and people, and about understanding the technology and how to use it in the best way. There's no way around working with processes, Hilde says.

Hilde was introduced to ShiftX through a colleague. As someone constantly on the hunt for new technology, she couldn't resist taking a closer look.

- When I saw this, I was very enthused. I like gadgets and new tech, but also because I saw it as a new way to work with processes.

Hilde explains how in large workshops, they would map out processes using yellow post-its, and afterward, a couple of Visio experts would sit down in a room to map up the results before presenting them. This is a very common way of working with processes, but you risk losing valuable input from the people involved.

- You had to be an expert to use Visio, and it wasn't something for the average Joe in the organization. It also wasn't given that the people that attended these workshops thought this was how the process really looked like, Hilde says.

Some tools, however, are easier to use and not limited to specialists, which increases collaboration and knowledge sharing so everyone sees the same picture. Hilde refers to ShiftX as such a tool.

- ShiftX creates a type of dynamic atmosphere, a type of cooperation. With ShiftX you can sit down together in the same workshop and map out the same picture. Nobody needs to do a job afterward. And it lowers the bar for wanting to change or play around with our processes, Hilde says.


OBOS handles about 500 000 incoming invoices each year, and accounting and invoice handling is a large part of what they do. When first mapping out this process in ShiftX, which had developed over several years, they noticed how it involved and affected others as well. 

Hilde explains how people got surprised during workshops, and suddenly asked “Is this how it really is? Do you really send it there? Do they have to see this?”. And that's when they began to see the possibilities for improvement using ShiftX.

-The interactions this system leads to are pretty unique, I think, Hilde says.

A typical scenario is for leaders and managers to seek alternative ways of working with processes when they want to make improvements. People affected by these changes are often not involved in the process, and this is where we see a strong use case and why we developed ShiftX. Hilde agrees, and says the following: 

-Among the things I like about ShiftX, which was one of the reasons we chose it, is this somewhat fluffy saying "to democratize the process work." ShiftX encourages a bottom-up approach by allowing those who participate in the process to suggest improvements.

In closing, Hilde comments that she now finds process work fun with ShiftX.

Watch Hilde speak at the ShiftX breakfast seminar in Oslo about how to take advantage of the possibilities in new technology. 

Director, Digitaization of financial services 

OBOS's approach to improving processes using ShiftX

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