Com Hem delivers an amazing customer experience through personalized, instant communication

Com Hem supplies broadband, cable TV, and telephony services to Swedish consumers and companies. With over 2 million connected households, Com Hem is one of the leading operators in Sweden. Com Hem’s vision is to have Sweden’s most satisfied customers by continuously improving its customer experience. When Com Hem came into contact with Oneflow, they quickly realized that Oneflow could contribute to a better experience through automated contract management.

Costly and time-consuming process

Previously, all contracts were created using Word templates, which were then printed and sent by mail to all Com Hem’s customers. The contracts were then signed and returned by the customers, then subsequently manually registered by Com Hem. This was both a time-consuming and costly process for the company.

The company was determined to find a modern solution that would make the signing experience easier for the customers. This resulted in an implementation of a standard e-signature solution. The solution made it possible to create PDFs of their Word documents and then electronically signed by the customers. However, this did not become a long-term solution, as PDF files were extremely static and not flexible to use.

«We had to create a document for each unique store, resulting in endless amounts of documents. To improve the experience for our customers, we chose to use Oneflow,» says Andreas Westling, Business Developer at the Sales Department at Com Hem.

Full control and faster handling

Now, Com Hem creates their contracts using web-based templates and can easily customize the contracts according to customer needs via product tables. The contracts will then be sent to the customer for e-signature and if there is anything unclear, the customer can easily comment directly on the contract without having to create a new version. The store sending out the contract can also follow the contract’s journey and everything is securely stored in Oneflow’s archive.

«Everything goes so much faster, sales reps have full control of all their contracts and can easily see when it is received, opened, or if there are any comments related to the contract from the customer. Thanks to the responsive design, they can also open the contracts anywhere on mobile phones or devices, which means that we do not have to adjust any approval workflows during holiday,» continues Andreas.

Reduced administration and satisfied customers

Thanks to Oneflow, Com Home saves both time and money and eliminates all administration associated with their contract management. Communication with their customers has also gotten better, now the customer can easily start a conversation directly in the contract and does not need to lift the phone to get in touch with Com Hem.

«In a short time, we have transitioned to sign our contracts through Oneflow. The change has reduced our administration and increased the pace of our business, but most importantly, the response from our customers has been very positive, «concludes Andreas.