"We are very satisfied with our partnership, as MultiQ is an efficient, helpful partner. MultiQ developed its software to meet our needs and also has hands-on technical expertise. These are features that we appreciate. They offer us a solution that is well worth its investment. "
– Synne Myhre
Head of Department, VisitOSLO
VISITOSLO RECEIVES AWARD
DIGITAL AIDS AND STAFF CREATE THE BEST CUSTOMER EXPERIENCE
Interview with Synne Myhre
Oslo is the fastest growing capital in Europe at present. It is a compact city with a wide range of cultural attractions, restaurants and architecture in close proximity to the sea and the mountains. Oslo’s tourist office moved into modern new premises a few years ago. The move coincided with a major transformation in its activities. Where it was previously a more traditional tourist office, Oslo Visitor Centre now combines personal service with a wide range of digital aids. This attractive concept has received an award for innovation and the way it interacts with customers.
What does your digital concept look like?
We have around 400,000 visitors a year. In May to September, there may be four thousand visitors a day. Such high numbers of visitors also means long waiting times. We use digital screens to make it easier for our visitors to find the information they seek. We use the big screens to provide inspiration and give visitors a clear, concise idea of what is happening in the city. We also have tablets linked to the official Oslo app. Visitors can use them to find more in-depth information. And finally we have our Instagram wall on which we show ‘real’ photos of Oslo. These are photos taken by our visitors rather than professional photos. It is fun to see how many different favourite places there are in the city.
Have the results been as you expeted?
A year ago, we won the award for ‘Customer training of the year’ from HSMAI, a big organisation in the travel industry. We see this as confirmation that we have really succeeded with our initiative. The citation was: “The winner has invested in every conceivable form of communication with its customers. There are no limits to how the employees interact with visitors. It is possible for visitors of all ages to choose how they receive assistance as all means of communication are accepted.”
What do you see as the advantage of digital screens?
We see personal service combined with digital screens as a very successful combination. Visitors have the opportunity to find out more about various areas, gain inspiration and read recommendations by others. For us, it is easy to update the content. The workload on our staff is reduced and we offer an attractive, modern service.
Who is responsible for the flow of information?
Our communications department is responsible for our inspirational films and photos. These are updated continually. For other solutions, we have an automatic flow of information linked to our database and the official Oslo app. And finally, our Instagram wall is updated by all the wonderful visitors to Oslo.
What are MultiQ's strengths as a partner?
We are very satisfied with our partnership, as MultiQ is an efficient, helpful partner. MultiQ developed its software to meet our needs and also has hands-on technical expertise. These are features that we appreciate. They offer us a solution that is well worth its investment.
What advice would you give a similar operation that wants to make the same investment?
Start by thinking about purpose and function. What do you want to achieve with the investment? When you have established its purpose, it is easier to plan the physical design and location. Create an overall picture in which the solutions are aesthetically pleasing and contribute to an attractive environment. Don’t be afraid to try new solutions. It is always a good idea to test solutions on customers. For example, we decided to change some of our previous solutions to further enhance their customer benefit.