Question 1

What can customers do for themselves?

Accepted Answer

Typically the things they call about most: see price and stock, follow an order, reorder and find documents. We start with what fills the most at your place, so self-service takes the enquiries that tie up the most hours on the phone, rather than a generic template.

Question 2

How do we know customers will actually use self-service instead of calling?

Accepted Answer

We build self-service around what customers actually call about, so it genuinely settles their errand. At Bygma Proff, more than a thousand daily B2B users find their answers on a phone rather than calling. We follow what gets used and adjust, so the portal takes the enquiries that used to go through the phone.

Question 3

Can the portal show price and stock in real time?

Accepted Answer

The portal fetches price, stock and order status straight from your own systems, so the customer sees what applies right now. If it shows the wrong numbers, people call anyway, and then the point is lost. That is why we build it on your sources in real time where that is what it takes.

Question 4

What about the customers who are not digital?

Accepted Answer

The phone does not disappear. Self-service takes the easy, repeated enquiries, so your people get time for the ones who need a conversation. The customers who would rather call actually notice a shorter queue, because the routine questions have moved off the phone.

Question 5

What does it cost, and how do we get started?

Accepted Answer

You start with a half-hour conversation where we narrow the problem down. If it needs working through properly, we run a digital pre-project: two to three weeks at a fixed price, agreed before anything is set in motion. The fee is offset against the first stage if you build on within 90 days.

Question 6

How long before we feel an effect?

Accepted Answer

The pre-project itself takes two to three weeks and gives you a basis for deciding straight away. If we build, we build in stages, so you often see the first effect within weeks rather than months. We take whatever weighs most first, so the gain arrives early.

Question 7

What if it does not work, can we stop along the way?

Accepted Answer

You can stop after each stage. Because we build in stages, you are never left holding half a giant project, but something usable that works on its own. If a pilot shows the gain is not there, we say so, and then you have not spent a large budget finding out.

Question 8

Do we own the code and our data afterwards?

Accepted Answer

You own the solution we build for you and the data it runs on. If we use our own reusable modules to keep the price down, you get the right to use them, and we say clearly which is which. We document the work, so your own team or another supplier can carry it on.

Question 9

You are a smaller agency, do you fit our size?

Accepted Answer

We work both with large organisations such as Bygma and Nykredit and with smaller companies where one solution moves a lot. We document what we build, so it can be handed over and run without us. If we get busy, we are honest about the timeline rather than promising something we cannot keep.

We spend too much time on support and the phone

Every day goes on answering the same questions

How we start, without you committing to anything big

Clarification meeting

Digital pre-project

Development in stages

We decide exactly what is needed together

This is what it looks like once it is solved

Bygma Proff app: engagement and personal service

Frequently asked questions