This is a challenge Trine Larsen faced growing up. “I never really knew what I wanted to do in life, which was annoying when I was growing up because everyone, and I mean EVERYONE, would ask me all the time. It didn’t make it any easier having a younger brother who was pretty much born with a wire stripper in his hand, so everyone knew he would grow up to be an electrician.”
With no specific dream job in mind, she knew she wanted to do something fun and engaging. Trine started out working in hospitality. After a few years, she moved into a customer service position at NRGi, one of the largest electricity suppliers in Denmark.
A New, Complex Project Provided the Stepping Stone
Trine’s first role with the company revolved around answering customer’s requests via email or phone. She advised them regarding their energy consumption or their bills. Not long after, she was assigned a service stakeholder, responsible for implementing a new Oracle billing system along with Oracle B2C Service, part of Oracle CX.
She made the most of this opportunity to learn more about NRGi’s business and how Oracle B2C Service could help. “This is where I used Oracle B2C Service for the first time. The more I learned the more fun it got,” she commented. “My job now is to help and support all users, including the agents in front by making sure Oracle B2C Service is as good as it can be, to help them deliver the best possible service,” Trine described.
An important part of her work still involves talking to people, just like earlier in her career, when she worked in the frontline of customer service. The difference is that now her customers are her colleagues using Oracle B2C Service.
With her advanced knowledge of the system, she supports the internal and external users of Oracle B2C Service, making sure her solutions work in real life, not just in the test environment.
“I like to describe my role as the ‘voice of Oracle B2C Service’ inside NRGi, balancing agents’ requests with business needs and Service Cloud functionalities. I like bridging the gaps between developers and users in the real world and translating the Oracle B2C Service lingo and capabilities to outsiders and the other way around,” she said.
Using Oracle has also helped Trine discover her passion and career goal. “Using Oracle B2C Service taught me a lot about myself and my strengths. It challenges me and pushes me to do better. I never knew I was an IT kind of person, but it turns out that I am! I’m a nerd and proof that you can accomplish your goals if you work hard,” she said. Her project assignment has evolved into a fulfilling and exciting career.
To continue growing, Trine is preparing to get certified on Oracle B2C Service, which will increase her expertise and guide her projects at NRGi. She also hopes it moves her towards her dream of working one day as a consultant to help other organizations across different industries transform their businesses and optimize their processes, plus help her travel the world.
Trine’s Proudest Accomplishments with Oracle B2C Service at NRGi
Being the main architect behind the Oracle B2C Service system at NRGi from its creation, Trine has helped establish a strong foundation. Here are a few of her milestones:
Created custom agent workspaces: Six months into using the system, she wanted to apply initial learnings and optimize the way agents worked. The out-of-the-box workspace had primary fields and functions scattered over multiple tabs. She wanted to remove or hide fields that weren’t needed to help agents avoid unnecessary clicks and going back and forth between tabs in the incident workspace. Trine gathered the remaining fields in a column, giving agents an immediate overview of the incident thread, as well as fields relating to either the incident, or the contact itself. NRGi still has tabs in the workspace, but all relevant fields are always visible to make sure agents don’t have to go back and forth between tabs. This way, Trine removed 2-3 clicks per incident being handled. It’s been more than two years, and they’re still using those workspaces.
Optimizing the knowledge base for NRGi’s digital self-service: Two years after launching Oracle B2C Service and a year after launching the customer portal, Trine tackled optimizing their knowledge base. Up to that point, their knowledge base was a copy of the Q&A from their previous support site. She leveraged Oracle best practices on knowledge base search effectiveness and a knowledge base tune-up checklist that she found in Cloud Customer Connect. She applied the new information to optimize search words and restructured all the content in the customer portal, making it easier and more effective for users to find information. Her disciplined approach paid off. In the first year, 22% of visits to their support site ended in an incident being submitted. After she optimized their support knowledge base, that number dropped below 8%. Answer efficiency increased from 82% in the first year to 91% in the second year. Visits to the portal more than doubled during this time.
Setting up chat: In 2020, NRGi soft-launched chat for one of their three brands to offer real-time support to their customers and gather some knowledge before broadly deploying it across sites and brands. Taking this type of phased rollout allows the company to make iterative improvements and help train the team on supporting chat while gathering data to guide the decision on investing in chatbots. For the first phase, Trine handled most of the changes in the test environment while the third-party partner reviewed and deployed. Her efforts helped complete this milestone before the deadline.
Advice for Others Looking to Make an Impact and Find Their Passion
For individuals who are working the frontlines and looking to grow their career, Trine recommends, “First, stay curious. If you see something that doesn’t make sense to you, ask. Then, offer your help, even for temporary, non-essential tasks. It will help you learn and build relationships within the organization. Finally, take responsibility. This doesn’t mean you can’t fail. You just have to own it if you do.”
For others who are stepping up to manage a business-critical support system and take on a bigger leadership role in support, Trine encourages them to embrace working with multiple stakeholders. When she works with other teams, she recommends, “Always challenge the requests and needs, with a smile. No matter how urgent a request might be, you need to understand why this exact thing is needed. There might be a better, or easier way around it.”