Qliro

Nomination Details

At Qliro AB, we're shaping the future of payments as a trusted Nordic leader and ambitious European contender in smart invoicing and consumer finance. Our goal is to create payment experiences that empower both merchants and their customers. 

In 2023, Qliro embarked on a strategic mission to streamline operations, accelerate scalability, and strengthen our presence in the growing Nordic market by: 

• Developing multiple intuitive Self-Service touchpoints, empowering customers to effortlessly manage their needs without the need for continuous scaling of operations, despite growing market presence. 

• Reducing workload for Customer Service Representatives (CSRs) by automating routine tasks, allowing them to focus on complex customer interactions. 

• Building a comprehensive internal knowledge base, featuring user-friendly guides and FAQs, significantly cutting down Active Handling Time and minimizing escalations. 

We also set out to boost profitability and simplify day-to-day processes by consolidating over 10 fragmented systems into one unified, robust platform. Additionally, we've created a centralized data lake, unlocking powerful analytics capabilities across the multiple systems—enabling data-driven improvements to our processes, user experiences, and customer interactions. 

On the 1st of July, Qliro successfully completed the transition from their old end-user knowledge base, replacing it with the Expert tools from NICE. 

 

Key deliverables: 

 

NICE Expert-hosted knowledge base for Qliro’s end users 

•Four different sites for each of the four markets in Nordic 

•Organized content with search functionality 

•Popular content pushed to the top. 

•Dynamic article structure with the most suitable designs for the process. 

•Consistently improved through tangible data 

•Leveraging targeted SEO strategies to significantly grow our digital footprint, driving organic adoption of self-service options and reducing operational costs. 

 

NICE Expert-hosted internal knowledge base for Qliro’s Customer Service Representatives 

•Organized pages for internal use 

•Runs in the same instance as the public FAQ 

•Reducing Active Handle Time with easy-to-use interface and a streamlined article structure 

Expert-driven analytics that bring daily insights on user behavior 

• Utilization of expert-driven analytics ensures continuous, data-backed refinement of both internal and external knowledge bases, directly enhancing agent performance, reducing handling times, and improving customer satisfaction metrics. 

Expert-driven third party chatbot, built on modern LLM capabilities 

•Fetches knowledge from the live Expert support pages 

•Offloading agents from the simplest questions and tasks. 

 

We believe the accomplishments outlined below demonstrate why Qliro AB is highly deserving of the Global Presence award: 

1. Expansion & Reach 

• Qliro has successfully expanded its presence beyond its home market, demonstrating strong adoption of CXone across multiple regions. 

• Effective localization of customer service solutions to accommodate different markets, languages, and customer preferences. 

 

2. Seamless Omnichannel Experience 

• Qliro leverages CXone’s cloud-based capabilities to provide a consistent and high-quality customer experience across multiple countries. 

• Intelligent routing, automation, and AI-driven insights ensure customers receive the best support, regardless of location. 

 

3. Operational Excellence & Scalability 

• Qliro has demonstrated efficient scalability, maintaining high service quality even as it grows across regions. 

• Utilization of CXone’s analytics to improve agent performance and optimize workflows globally. 

 

4. Customer-Centric Innovation 

• Leveraging AI, self-service, and real-time analytics to enhance customer interactions. 

• Personalization strategies that adapt to regional customer behaviors, improving satisfaction and engagement. 

 

5. Strong Business Impact 

• Increased customer satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR) across global markets. 

• Proven efficiency gains, cost savings, and improved agent productivity through CXone. 

 

We're proud to be nominated for the Global Presence Award, recognizing our commitment to exceptional service and continuous innovation.