Linkleaders

The Digital Footprint of Technology

Client

CHALLENGE/ACTION STRATEGY/PROJECT SCOPE

CHALLENGE/
ACTION STRATEGY/
PROJECT SCOPE

Working in customer service is not among the easiest tasks. In this context, mLeasing, one of the leaders in leasing in Poland, faced a challenge. The company was struggling with negative customer feedback regarding low-quality service, which was reflected in the NPS index results. This situation could negatively impact the company's competitive position, especially in light of legal changes in the leasing market.

mLeasing decided to revolutionize the quality of customer service by implementing a comprehensive internal project based on customer research, internal workshops, and the development of standards consistent with market expectations and team suggestions. We all understood that where there is customer service, it's easy for TENSIONS to arise. And as we know, the best way to handle tensions is with STANDARDS!

Working in customer service is not one of the easiest jobs. In this context, mLeasing - one of the leading leasing companies in Poland - faced a challenge. The company struggled with negative customer opinions regarding the low quality of service, which was reflected in the NPS score results. This situation could negatively impact the company's competitive position, especially in light of legal changes in the leasing market.

mLeasing decided to revolutionize the quality of customer service by implementing a comprehensive internal project, based on customer research, internal workshops, and the development of standards consistent with market expectations and team suggestions. We all understood that where there is customer service, misunderstandings are easy to come by. And as we know, for misunderstandings, the best solution is PRINCIPLES!

Project Goals

CHALLENGE/
ACTION STRATEGY/
PROJECT SCOPE

Internal goal: qualitative project assessment by employees at level 4 on a 6-point scale

Reputational goal: significant increase in customer NPS

Internal Goal: qualitative evaluation of the project by employees at level 4 on a 6-point scale

Reputational Goal: significant increase in customer NPS

AWARDS

The Power of Attraction 2025  
Main award in the category “Creating Organizational Culture”

EBEA 2024  
award in the category of external campaign

Silver Pin 2023
in the category of Employee Experience and internal communication

Golden Clip
in the Golden Clips 2024 Contest in the category of Employer Branding

Zobacz dowód

Zobacz dowód

tools

BOOK OF ACIDS AND BASES: Internal document summarizing developed solutions and practical guidelines.
REGULAR COMMUNICATION: “BASE TUESDAYS”: Weekly substantive advice from the brand hero – Dr. Base, complemented with humorous GIFs, collages, videos.
ROADSHOW: Over 40 meetings of TKiZ ambassadors, combined with promoting the project in branches throughout Poland.
INTERNAL FILMS: 4 interviews with experts on key values.
EVENTS FOR EMPLOYEES' CHILDREN: Meetings of Dr. Base with kids, where they talked about children's ways of dealing with “acids”.
GOOD CHEMISTRY ACADEMY: A series of training sessions for the program ambassadors group – Postgraduates.
INTERNAL COMPETITION: Good Chemistry Diamonds recognizing innovative projects in areas impacting customer service.
FINAL GALAS: Ceremonial Galas for awarding “Good Chemistry Diamonds”.
APPRECIATED EXTRAS: a range of well-regarded gadgets and materials supporting program communication.

results

topics
of communication

Achieving goals over the two-year operation of the Program:

Overall project assessment: 4.83/6
Customer NPS – 2022 to 2024 – increase by 109%
93% of respondents confirm that the project has a positive impact on customer satisfaction
77.14% of surveyed employees engaged in activities within the program
mLeasing received the "Customer-friendly company" certificate for the first time, earning 83% positive ratings.
The project is ongoing and is an integral part of mLeasing's business strategy and activities.

Recruitment campaigns for individual departments
Image campaigns (e.g., a campaign about values, a campaign promoting new career tabs, a campaign about EVP)
Daily communication, focused on topics aligned with EB strategy guidelines

duration

September 2022 – to present

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Employer Branding

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We are a Public Relations and Employer Branding agency. We take care of reputation, foster growth, promote values, and support businesses.

The Digital Footprint of Technology

CHALLENGE/ACTION STRATEGY/PROJECT SCOPE

CHALLENGE/ACTION STRATEGY/PROJECT SCOPE

CHALLENGE/ACTION STRATEGY/PROJECT SCOPE

Project Goals

Project Goals

CHALLENGE/ACTION STRATEGY/PROJECT SCOPE

AWARDS

tools

results

topics of communication

duration

September 2022 – to present

Interactive journey through the world of mBank's values

Interactive journey through the world of mBank's values

Interactive journey through the world of mBank's values

Our Distinction is People – EB Strategy

Our Distinction is People – EB Strategy

Want to get to know us better?See how we think, work, and inspire – you'll find us on social media.

Want to get to know us better?See how we think, work, and inspire – you'll find us on social media.

Want to get to know us better?See how we think, work, and inspire – you'll find us on social media.

CHALLENGE/
ACTION STRATEGY/
PROJECT SCOPE

CHALLENGE/
ACTION STRATEGY/
PROJECT SCOPE

topics
of communication

Want to get to know us better?
See how we think, work, and inspire – you'll find us on social media.

Want to get to know us better?
See how we think, work, and inspire – you'll find us on social media.

Want to get to know us better?
See how we think, work, and inspire – you'll find us on social media.