Our Way: A New Approach to Customer and Employee Experience

In the evolving landscape of client projects at Samlink, a new concept known as ‘Our Way’ has been introduced to enhance both customer and employee experiences.

Sami Suuronen, Director of Development Unit at Samlink, sheds light on how initiative called “Our Way” is transforming the way teams approach their work and deliver value to clients.

– Our Way is central to the change we’re driving. It empowers teams to define the methods, tools, and models they use to improve client outcome while enhancing their own work experience, Sami explains.  

– The idea is that when a team is fully responsible for delivering results, they should also have a say in how the results are achieved. What is best about this concept is that it was originated by one of our teams, we are now extending their great concept for the whole company. 

Working Together Towards a Better Outcome

This concept is closely tied to Samlink’s new operational model, which was rolled out earlier this year. A key aspect of this transformation is the creation of project-specific teams that can focus 100% on specific tasks and goals.  

– Previously, projects were often divided among multiple teams, fragmenting the work and limiting ownership. Now, we aim to have a dedicated team handle a project from start to finish, allowing them to optimize their processes for that particular case, Sami says. 

The Our Way framework is designed to be flexible, giving teams the freedom to create their own social and operational agreements, from how they interact with clients to how they organize daily tasks.  

– For example, we have a dialog with the client and ensure that all open questions are presented clearly to client.
We are Accountable for the work we do and plans we make These agreements help align the team’s work with both the client’s needs and the team’s internal dynamics. 

Though Our Way is still gaining traction, the goal is for every team, whether product or project-focused, to define their own version of the concept. Sami emphasizes that while the teams have significant autonomy, there are still organizational standards as well as contractual and compliancy requirements that need to be fulfilled and taken into account. 

Clients Involved in Defining Processes

One of the most exciting aspects of Our Way is its potential to involve clients directly in defining how the work is done.  

– In some cases, we’ve already started co-defining these agreements with our clients, ensuring that everyone is aligned on how the project will be delivered. This level of collaboration really sets the foundation for better outcomes, Sami notes. 

The benefits of this approach extend beyond customer satisfaction. By giving the teams more control over how they work, Our Way also aims to boost employee engagement.  

– We want to improve not just the results but the experience of our employees. It’s incredibly motivating, when you can influence how the work is done, rather than just following a set plan, Sami adds. 

Preliminary feedback from employee engagement surveys has been promising, showing that the teams using this model report higher satisfaction levels.  

– It’s not just about the process. When a team feels ownership over a project, and they’re able to focus on doing meaningful work together, it fosters a strong sense of belonging and purpose, Sami says.