Expando struggled with low productivity and slow customer service, causing long wait times for customers. Efforts to diagnose the problem were inefficient, subjective, and led to flawed solutions. Surveys and interviews consumed significant time but provided little value, while biases and poor question design further distorted findings. Ultimately, ineffective strategies led to wasted resources without real improvements.

⏳ Slow Customer Service – Customers waited several days for responses.
🔍 Inefficient Problem Diagnosis – Internal analysis was time-consuming and subjective.
📊 Time-Consuming Surveys – Each cycle took seven full workdays but yielded limited insights.
📉 Low Response Rates – Follow-up surveys required extra reminders with little effect.
❌ Biased & Poorly Phrased Questions – Led to incorrect conclusions and ineffective solutions.
💸 Wasted Resources – Solutions failed to drive real improvement.

"When I created the questions, I didn't ask about Expando’s weak spots but focused only on specific individuals. I missed a lot of context, leading to misjudging problem causes—or not seeing them at all." — Ján Pavlík, Project Manager

For the first time, Expando gained an objective understanding of its challenges, thanks to Behavera. The satisfaction test revealed that the key issues were not just ineffective communication within and between teams but also low employee motivation.

Project Manager, Ján Pavlík admitted that the insights were eye-opening: “Behavera showed us that, in addition to poor internal communication, we also struggle to motivate people effectively. I had never even considered that a problem before.”

The test identified several factors contributing to the lack of motivation, including limited growth opportunities, insufficient recognition, unclear career progression, and a lack of regular feedback.

To address these issues, Expando made several key changes to strengthen communication, streamline processes, and improve customer support efficiency: 

📢 Weekly OKR Updates – Provided clarity on goals and progress.
👥 Regular 1:1 Meetings – Focused on individual development and feedback.
🤝 Team Meetings & Stand-Ups – Improved collaboration across departments.
💻 Reorganized Slack Channels – Made team communication more efficient.
⚙️ Clear Workflows – Reduced inefficiencies in customer support.
🤖 Fin AI Bot – Automated repetitive tasks to free up team capacity and reduced response time from 7 minutes to 2 minutes.
🏅 Non-Monetary Recognition System – Encouraged engagement and motivation.
📚 Training-Based Rewards – Supported employee growth and skill development.

Following Behavera’s implementation, Expando achieved concrete and measurable results that immediately improved productivity, communication, and employee satisfaction. By using targeted analysis and clearly defined measures, the company eliminated ineffective processes and established a system that truly works.

"Thanks to Behavera, I save a full week of work, which I can now invest in process improvement and employee development."
— Ema, HR Manager

Employees now see that their feedback directly impacts the company’s operations, increasing trust in the entire process. The result is higher engagement, a better team atmosphere, and faster, higher-quality customer service.

📊 Key Results:
‍
‍✅ 96% participation in quarterly testing—a 37% increase compared to previous internal surveys
✅ 85% less time spent on preparation, communication, and analysis—HR now completes the process in one day instead of seven
✅ Visible improvements in collaboration and communication within three months of implementation
✅ 20% time savings due to reduced information search time, leading to faster decision-making and improved customer response time
✅ 0 wasted resources on ineffective solutions—every implemented measure delivers measurable impact

Thanks to these results, the well-being test has become a core part of Expando’s company culture. The company now conducts it every three months to maintain high levels of collaboration and efficiency. With clear data, Expando confidently invests in changes, knowing they lead to real improvements.