Headquarted in Copenhagen and operating across 25 countries, Nets, now part of the Milan-based Nexi Group, is a payment solutions firm whose goal is to shape the way people pay and businesses accept payments by offering customers the most innovative and reliable payment solutions. With approximately 2.9 million merchants, 140 million cards, and over €3 billion in revenue, Nets/Nexi is the European PayTech with the scale, capabilities and proximity to provide the simplest, fastest and safest payment solutions to people, businesses and financial institutions across the continent.
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Nikolaj Boffy
Nordic Outbound Retention Team Manager, Nets
Challenge
Nets, a multinational enterprise providing payment solutions and turning complex reality into easy and user-friendly solutions, uses Plecto in many of their business areas—among others, in their outbound retention team. Every month, the Nordic Outbound Retention team reaches out to thousands of customers to ensure customer satisfaction and reduce churn.
The rentention team was looking for a visual way to support the company's performance environment, which was why they turned to Plecto.
Solution
Nikolaj Boffy, Nordic Retention Team Manager at Nets, says Plecto has been a vital component in re-creating the office's workflow. "Plecto has become our main tool to visualize our performance," he says. "It’s our tool to show that we create value—it builds transparency and helps us communicate the value we create to our managers."
Several Plecto dashboards now give Nets sales agents important insights into various areas of business performance.
“With Plecto, we now cover all performance on the dashboards, showcasing the performance on the individual as well as on the team level," Nikolaj says. "For me, one of my favorite dashboards is the full overview where I can see all staff members. I can see all KPIs and get a full overview of the call efficiency. This dashboard is definitely the one motivating me the most.”
Even beyond the invaluable dashboards, Plecto also helps significantly with reporting.
“Plecto covers our daily need for a dashboard. But other features are helping me as a manager in other ways," Nikolaj says.
"As an example, when I’m away, I don’t have to worry about reporting—Plecto covers that area. I never need to use time on dragging out reports; when you have Plecto, you get everything in one solution.”
Results
According to Nikolaj, implementing Plecto has, without doubt, positively affected employee motivation and engagement.
“Real-time insights have a great influence on the team, because real-time data is one of the things that motivate the agents the most," Nikolaj says. "Seeing themselves rise from the second place to the first—it is crucial for their progress. It’s a product that works really well in a performance environment such as ours.”
Plecto has been a part of an exciting journey in Nets, a journey where Nikolaj and the rest of his team has worked to improve customer satisfaction.
“When we build up the team, we reached out to approximately 2000 customers a month, and now we reach out to around 3000 every month," he says. "This helps us reduce churn, and Plecto has definitely been a part of that journey.”
"From my point of view, Plecto is the best tool out there if you want highly motivated employees."
Nikolaj Boffy
Nordic Retention Team Manager, Nets
Like many other Plecto customers, Nikolaj praises Plecto's support team, and gives the product a stirring recommendation.
“The product is state of the art, the graphics are amazing, and you never have to wait for answers from their support: they are always there to help you.
"From my point of view Plecto is the best tool out there if you want highly motivated employees.”
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*Disclaimer: We are committed to data privacy. All dashboard images in this blog post have been provided by our customer, Nets. Names, identification photos, and some data have been altered for security. Plecto does not access customer dashboards without written consent.
Nikolaj Boffy
Nordic Outbound Retention Team Manager, Nets
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