We use both the employee and customer relationship modules, and these tools have provided valuable insights into how our employees are doing – and how their performance impacts the customer experience. With Brilliant’s intuitive analytics tools, we can quickly act on deviations and ensure high-quality relationships both internally and externally. The insights help us continuously evolve, and we’re very pleased with the results.
Tommy Ahlsved, Managing Director, Swelex AB
For many years, we’ve been working systematically toward the goal of becoming one of the best workplaces in our industry. One of our core values is that everything we do should be done ‘for real.’ When we came across Brilliant, we felt we had found a partner who not only shared that value but could also help us reach our goal of becoming an attractive employer.
Brilliant’s professional and committed team, combined with a great digital platform, has given us – and continues to give us – an excellent partner in building engagement within our company. High employee engagement is strategically important for us, especially as a company in the hospitality sector, where our employees’ engagement is crucial to our success in the market.
Key Dolk, CEO, Bergendal
Brilliant is easy to work with, and your team is helpful and highly knowledgeable in the field. It’s reassuring to have you as a professional partner. I also really appreciate the methodology behind your workshop – it delivers results. I value the analytical capabilities supported by the portal, and your support is incredibly valuable – it’s one of the key reasons we chose Brilliant as our provider
Anneli Larsson, HR Manager, Collectum
We’ve been using Brilliant since 2004 and have seen noticeable results from working long-term with leadership and employee engagement. Brilliant has become a tool actively used by both managers and employees, and we clearly see how important follow-up is – from running workshops around the results to measuring progress and tracking the implementation of the actions that come out of those workshops.
Mirja Raukas Lind, Project Leader HR, Nynas
At Svensk Handel, we’re convinced that it’s our skilled employees who create and enable our success. Brilliant is a key tool in our ongoing journey of development, supporting us every step of the way – from delivering insightful data on what drives engagement to identifying areas for improvement.
Fredrika Beijerhjelm, HR Manager, Svensk Handel
At Skellefteå Kraft, delivering excellent service to our customers is a top priority. We constantly work to improve our processes and routines across all channels – from how our employees interact with customers to every step in the service journey. Brilliant is an incredibly valuable tool in helping us achieve this, as it allows our employees to easily track customer feedback themselves and set goals for personal development during coaching sessions.
We work together across the entire company, harnessing the power of every employee to do what’s best for the customer.
Angela Hägglund, Head of Customer Service, Skellefteå Kraft
Our collaboration with Brilliant has truly helped us develop Riksbyggen’s customer service in several ways. The measurements have significantly improved the customer experience – and we can clearly see this, as our results have improved year after year.
We now work more proactively with root cause analysis to further develop the customer journey. For both leaders and customer service staff, the measurements are a central part of our coaching methodology.
The results show more engaged and involved employees who take great responsibility for both their own development and the growth of the organisation.
Mikael Gustafsson, Head of Customer Service, Riksbyggen
Before we began working with Brilliant in 2017, our understanding of what our members thought of us was limited. Thanks to the insights provided by Brilliant, we’ve shifted our focus — member experience is now our most important key metric.
Ongoing development at both the organisational and individual level is now part of our established way of working, including call listening and structured feedback between managers and employees, supported by Brilliant’s platform for coaching.
Through Brilliant, we also have access to benchmark data, which helps us continue developing our operations in comparison to others.
Anna Nyback, Unit Manager, Unionens Rådgivning
At Länsförsäkringar Stockholm, we truly believe that the journey starts at home – and that our employees’ engagement is key to delivering outstanding customer experiences. That’s why it’s essential for us to work with and measure both the customer and employee experience.
Brilliant’s platform gives us the tools to measure, facilitate meaningful dialogue, and—through the results—gain a clear understanding of what’s working and what needs further development. This helps us stay focused and continuously improve the customer and employee experience in a structured, systematic way.
What we value most about Brilliant’s platform is its user-friendliness and clarity—especially the index areas, focus reports provided to each team, and the accessible language. It’s easy to use in our day-to-day work, which is crucial to making sure it actually gets used.
Baharan Hellström, Manager HR, Länsförsäkringar Stockholm
We implemented Brilliant in autumn 2020, and went from feeling completely in the dark to being able to follow the customer journey in an absolutely brilliant way. We’ve been able to take all our assumptions and gut feelings and replace them with clear words and numbers that reflect the real situation.
We quickly established measurable goals based on the insights from Brilliant’s platform – not only at the Euro Accident Sweden level, but across the entire group, where we now track KPIs for Customer Satisfaction (CSAT) and Engagement in conversations.
These goals are reviewed quarterly and have become one of the most important measurement tools in the company.
Emma Lundgren, Head of Customer Service, Euro Accident
If the customer experience isn’t meeting expectations or has declined, the answers are most likely found in your employee survey. You simply can’t sustain high customer satisfaction in the long run without satisfied employees – it’s common sense.
Sara Öster, Advisory Manager, Lärarförsäkringar
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The Brilliant employee engagement survey gives us a clear view of our leadership and also the effects of our leadership development efforts. With a tailormade leadership index we know we measure the right aspects of leadership.
Ylva Nyberg, Performance and Talent Manager, Preem