How can Radonova make its digital services easier to use and help customers get support when they need it? The development team works with colleagues across the company to do just that. Customer needs guide the work, whether the team is improving a customer portal or looking for a better way to manage instrument servicing.
The team looks after everything from technical infrastructure and internal systems to websites, customer portals and integrations with external platforms. Some improvements are visible to customers in the services they use. Others happen behind the scenes, in the systems Radonova staff rely on every day.
The team includes software developers Alfons, Jesper and Isak, as well as Mikael, who works as an interaction design engineer. Svante Sundberg, also a developer, leads the team.
“Right now, much of our work goes into making sure our existing systems work as they should and improving them. We’re also building new features that help us work more efficiently and give customers better service,” says Sundberg.
How customer feedback shapes the work
A development task often starts when a colleague passes on a request from a customer. That makes working with colleagues across Radonova a regular part of the team’s day.
“Much of what we learn about our customers’ needs comes from colleagues who speak with them every day. They know what customers are having trouble with and what they’d like to see improved,” says Sundberg.
The developers also speak directly with customers, mainly to provide technical support and answer questions about how Radonova’s systems connect with other platforms. Some of those questions are about Radonova’s APIs, which let different systems exchange information.
Each week, the team reviews incoming requests and decides what to prioritise. It can also adjust its plans when something urgent comes up, especially if it affects customers.
Making it easier to track the progress of instrument servicing
One project now underway is a new internal system that will help Radonova staff manage service requests for the company’s instruments.
“The aim is to streamline the whole process and make it easier for customers to check on the progress of their instrument’s service,” says Sundberg.
Working together across a range of projects
“What I’m most proud of is how close-knit the team is and how well we work together. We speak openly, help each other out and focus on finding solutions,” says Sundberg.
He also enjoys the variety of the work.
“Working with so many different systems and parts of the company gives you a sense of how it all fits together and lets you see how the things we build make a difference for our customers.”
The Radonova development team, from left to right: Isak, Mikael, Svante, Alfons and Jesper.
