Meet Acubiz: Dorthe from Customer Relations

”Meet Acubiz” is a series of articles that’ll take you behind the scenes at Acubiz. They’ll tell the stories of the everyday heroes. In this article, the spotlight is turned towards Dorthe Gotthold Nielsen, who has been one of our Senior Consultants for the past 5 years. 

What does a typical day at the office look like for you?

A typical day starts with me grabbing my morning coffee while I look through my e-mail inbox. Then I check my calendar so I can prepare for the meetings that I’m having that day. Usually, I’m having a customer meeting or an implementation meeting. I always focus on giving the customers the best possible experience for us to have happy customers and users.  Sometimes things pop up that I don’t expect. It’s my main focus to help new customers get started with using Acubiz, but sometimes I need to help existing customers too or help our support team if they need it.  The best part of my day is when I go to lunch 😁

What makes a customer meeting successful?

As an implementation consultant, I need to implement all our new customers’ solutions and this is when the first customer meeting occurs.  A customer meeting is good when I’m quickly able to understand the customer and where they are in terms of their way of managing expenses. The meeting is even better if we can have a nice and fun conversation.  But a customer meeting is successful when we set up a solution that the customer is comfortable with and looks forward to using. It’s even better if it exceeds their expectation.

Have you always wanted to work with relationships?

I believe so. If you ask my colleagues, they’ll tell you that I’m a world champion in smalltalk. I love speaking with customers and I’m very intrigued by people in general. I like finding out what interests people and to understand why people act the way they do. It’s one of the reasons why I like watching dating programs. I think it’s very interesting to see what it takes for two people to get together and find a “connection”. I once took a personality test and it showed that I scored very high on a parameter called “winning others over”. I spend a lot of time and energy building trust. It’s extremely important to me that our customers trust me. When I know that, I perform the best.

What’s your best customer experience?

My best customer experiences occur when an employee for a former customer that I have previously implemented changes jobs and contacts Acubiz again. It makes me very happy because it means that our solution genuinely helped them. I especially get happy if the customer in question asks for me to implement their solution for them again. I’ve experienced this several times and it’s very motivating for me. Also, it’s always a good experience when I talk to happy customers who are satisfied with Acubiz.

What motivates you to go to work every day?

During the pandemic, I went to work physically whenever it was possible. I prefer to be in a team and see my colleagues face to face. I get a lot of energy from being surrounded by people – and especially by talking to customers. Working from home was therefore not always my favorite thing. I also sincerely think that it’s an exciting solution that we offer, so of course, that motivates me too.

Do you help with IT as much at home as you do at work?

When I come home after a long day at work, I’ve had plenty to do with IT. There must be someone else who can fix it and luckily my kids and husband are quite good at it. In return, I cook… well no, it’s actually mostly my husband who does that. But I do many other things, and then of course I try to be a present mother.

Can you tell us a fun fact about you? 

I’m not always the best when it comes to keeping track of time and place.  Best exemplified by the fact that I’ve left too early to go on a ski holiday – twice. The first time, I rented a cabin for my family and some of our friends. We arrive at the cabin, and we are told that we are a week early and that the cabin was booked until next week. However, we ended up getting two smaller cabins to sleep in so we didn’t have to go all the way home, so luckily everything worked out anyway. The second time we were going with Oslobåden to Norway and on from there. We were told that we had arrived a day early, but we were still allowed to come aboard.  Now it’s my husband’s job to book all our vacations 😁