Uloba creates better customer experiences with CX360

Ranja Ovedal

Uloba – Independent Living Norway works to make disabled people proud, strong and visible, included and equal as active contributors in society. By offering citizen-led personal assistance (BPA) as a liberation tool for disabled people with a need for assistance, disabled people can live free and independent lives.

BPA is a scheme where disabled people themselves recruit their own assistants and act as supervisors for them. As a disabled person, you take and have control over your own life, in relation to who assists you, what you need assistance for, when you need it and where.

BPA is a different way of organising municipal services than the municipality's own home care service scheme, and helps disabled people to be in the driving seat of their own lives.‍

When creating history, it is valuable to preserve it!

The story of Uloba and its founders is a powerful story. Since its establishment in 1991, where citizen-controlled personal assistance (BPA) was created, Uloba has made a difference in the lives of many disabled people. Stories of such value should not be lost. Nor should the continuation of the history, which is being created now.

Dynamics 365 is being implemented with the aim that Uloba will be able to take better care of its supervisors and associated assistants. This through better cooperation. At the same time, Uloba should have a place where their history is available. Uloba already had good routines for documentation, so the desire for improvement was in how to create good routines, which would also strengthen cooperation between the departments in the organisation.

At Uloba, Evidi has been challenged on how to adapt solutions to have accessible design. The goal has been for blind people to be able to navigate the system via sound and for CRM users who cannot use a mouse to use the arrow keys to navigate. This, together with a focus on adequate markings and contrasts, has been the primary goal.

A solution for everyone!

When choosing to initiate change, it is crucial to get the CRM users on board. This is best done by pitting opportunities against scenarios that are relevant to the CRM user's everyday life. It has therefore been important to maintain focus on the user story in the process - Why do we do this, and what should this provide in terms of value?

Kjerstin Dahl Hillestad is the project manager at Uloba overseeing this project, and has a key role within the customer. Through good cooperation, where there is an understanding of both the organisation's needs and the possibilities of the technology, Evidi is better equipped to be able to fulfill profit realization together with the customer. Good relationships like these are worth a lot in delivering a project.

- CRM enables Uloba to get closer to its members, supervisors and assistants. This was the main intention of adopting such a system. It's about people's lives and everyday lives, and this system gives us a unique opportunity to understand the big picture for those we serve. By creating a shared memory base in Uloba, we document the life of our relations through the CRM system. By storing the history of our relations, we are better able to perform our job for disabled people out there, explains Dahl Hillestad.

Work continues!

End-user training has now been completed at Uloba, and one of the expectations of the system is that it will systemise information. This will allow the CRM user to retrieve the information they need to do their job in the best possible way. Lena Mari Steinfjell is an adviser at Uloba, and thinks the solution is both logical and easily applicable. She, together with Asbjørn Gjlje, are super users of the solution, and have important roles both during and after the delivery.

The solution is in use, but a complete picture of the value to the end-user will only become clear in the future. We look forward to seeing the results and look forward to further cooperation with Uloba.