The right information, wherever the work happens: How Hurtigruta Carglass® connects its frontline teams

About Company

Hurtigruta Carglass® , part of the Belron Group, is one of Norway's leading specialists in automotive glass repair and replacement. It has 370 employees working across over 100 locations throughout Norway, from Alta in the far north to Kristiansand in the south.

A large proportion of its workforce consists of technicians whose working day is focused on helping customers and vehicles on the road. That makes mobile access to company information especially important.

Áskoranir (Fyrir ZIIK)

The biggest internal communication challenge for Hurtigruta Carglass®  was reaching employees who do not sit in front of a computer every day. So a new channel was needed where important information would be easily accessible and readily available to everyone, regardless of where, when or how they worked.

Previously, Workplace filled this channel. But when it became clear it was being discontinued, a new solution was needed. This time the priority was clear for the management team: important information needed to reach the employees for whom it was relevant, including technicians working away from a desk.

Kröfur um nýja lausn

The new platform needed to be user-friendly and mobile-first, making it easy to reach employees across the entire organisation. It also needed to easily target information according to region, department and professional area rather than sending everything to everybody. And a feature was  needed which could provide visibility into whether particularly important information had actually been read.

But their most important requirement: finding a partner, not just a  technical platform. During the selection process, the company spoke with several suppliers. Ziik stood out because of the close and personal approach.

“We felt that our contacts at Ziik really wanted to understand our organisation and our needs,” says Bente Birkeland. “They were focused on helping us succeed, not just delivering a platform.”

Results with highlights

Important information reaches technicians on mobile

The most important change is straightforward: technicians can now receive company information directly on their phones. They do not need to be sitting at a computer to stay informed. That makes communication much more accessible to the employees who spend their working day repairing and replacing automotive glass rather than checking email at a desk.

Communication can be targeted to the right employees

Hurtigruta Carglass®  has created a clear group structure in Ziik. There are groups for regions and central functions as well as specialist areas including HR, IT, operations, HSE, finance, sales and marketing. This allows information to be shared with the employees for whom it is actually relevant, while company-wide communication can still reach everyone when needed.

Read confirmations provide valuable visibility

For important posts, Hurtigruta Carglass® can activate read confirmations. This gives the organisation an overview of how many employees have seen the information and, when necessary, who has read it. For a workforce where many employees do not work at a computer, that visibility is particularly valuable. It helps turn communication from simply publishing information into knowing whether the message has actually reached its audience.

More parts of the organisation are becoming active communicators

After around a year with Ziik, Hurtigruta Carglass®  has also focused on getting its central functions to use the platform more actively. HR, IT, operations and other teams are increasingly encouraged to publish relevant information directly to employees. That work has reinforced an important lesson: good internal communication requires ongoing attention. Ziik has supported that development with hands-on training, including working directly with central functions to demonstrate how the platform can be used in practice.

“The more relevant and useful content that is published, the more value Ziik has for our employees,” says Bente Birkeland.

Favourite Features

Mobile app

For technicians and other employees who do not sit at a computer every day, mobile access is fundamental. The app puts company information directly on the device employees already carry with them.

‍Groups

Groups allow Hurtigruta Carglass®  to structure communication around regions, central functions and professional areas. That helps make communication more relevant and avoids unnecessarily sending every message to the entire organisation.

‍Read confirmations

Read confirmations give Hurtigruta Carglass®  visibility into whether important information has actually been seen. This is especially useful for communication where simply publishing the message is not enough.

‍Chat

Chat is widely used across the organisation and provides a quick and simple way for employees to communicate across teams and locations.