“Elo’s mission is to secure pensions of those insured, meaning entrepreneurs and employees of companies. The pension service is aimed at personal customers, and the customers can e.g. check an estimate of the amount of their pension, apply for pension and view decisions regarding their pension in digital form. A good customer experience is central in the service. We’re collecting customer feedback on multiple channels regularly, which gives guidelines on how to develop the service”, tells Marjo Skoglund, the Customer Service Manager of Elo.
The pension service is a part of Elo’s digital service entity which is being developed continuously. The service has over 250 000 logins yearly and potentially approximately 700 000 users, which includes users with varying backgrounds and ages from 17-year-olds to over 60-year-olds. The users who are about to retire and get old age pension, is the largest user group.
“Retiring is a big change in a person’s life and because of its uniqueness it can often feel complicated. Fluency, accessibility and human centricity, according to Elo’s brand, are important to us in the service”, Skoglund says.