Wellness at Work strom

CHALLENGES

1.What was the company’s original situation?

In the summer of 2024, the Strøm Nordic spa decided to expand its impact by offering tailor-made wellness services to Quebec companies. Recognized for its expertise in the art of relaxation, the company wanted to strengthen its corporate offer by combining thermal experience and team workshops in a very short period of time.
The challenge? Develop a coherent offer and quickly mobilize internal teams to ensure a successful deployment in all of its five establishments, while adapting the wellness experience to the expectations of the corporate environment.

2.What was the company going through? What were his irritants?

Faced with the need to structure a new corporate offer, the Strøm Nordic spa must deal with positioning issues, operational challenges and cultural reluctance. The company wishes to adopt its thermal experience in the corporate environment. This poses certain challenges, particularly in terms of invoicing, team mobilization and customer buy-in.
In addition, interdepartmental coordination was a major challenge, requiring a harmonization of roles and responsibilities to ensure flawless execution of the offer. To overcome these obstacles and design a coherent offer, the spa called on Iceberg Management, marking the beginning of a strategic collaboration based on collective intelligence.

SOLUTIONS

1.Why did the company choose us and what were their expectations?

The Strøm Nordic spa had specific expectations: to structure a coherent corporate offer by integrating a strategic approach to corporate well-being, to mobilize its teams through a rigorous and collaborative process, to optimize its operational processes, particularly in terms of invoicing, and to rethink the customer experience in order to adapt it to the requirements of the business environment.

The company wanted expertise to facilitate a collective intelligence process, clear and proven methods, as well as strategic support to optimize the customer experience and internal processes. The objective was to benefit from an external perspective in order to ensure a smooth and coherent transition, while maximizing the commitment of internal teams in this transformation. Iceberg Management was therefore an ideal partner.

2.How did the project go on the company’s side (interactions with our team, support, results)?

To effectively structure its corporate offer and respond to the challenges raised, the Strøm Spa team has embarked on a co-creation process guided by Iceberg Management, based on a collective intelligence approach. The project started with a facilitation workshop, bringing together 14 participants from various departments (accounting, invoicing, customer service, team management, marketing and sales). The objective was to bring together internal expertise in order to co-develop solutions adapted to the specific challenges of the spa.

The workshop followed a structured methodology, alternating moments of individual reflection and collaborative exchanges, thus allowing innovative ideas to emerge and ensure their convergence towards concrete solutions.

Three major axes have been defined:

1. Development of customer personas: Three typical profiles have been established in order to better understand the expectations of the corporate market and to adapt the offer accordingly:
   1. The business owner with less than 100 employees
   2. The manager of a company with more than 100 employees
   3. The Head of Human Resources.
2. Personalized customer journey: A fluid and structured process, from the first contact to invoicing, has been designed to ensure an optimal customer experience. This eliminated existing friction and ensured a natural transition between each step of the journey.
3. Optimization of internal processes: Contractual and administrative aspects have been simplified, in particular by introducing partial automation of administrative tasks, thus reducing the workload of the teams and improving the efficiency of operations.

A particular issue was the adherence of corporate clients to a wellness experience in swimwear, which represented a potential obstacle to the success of the initiative. Collective intelligence made it possible to find a creative solution: offering the workshops in bathrobes, thus promoting a framework of comfort and relaxation without compromising the feeling of professionalism sought by the client companies. At the end of these workshops, the Strøm Nordic spa had a structured offer aligned with market expectations, thus facilitating its deployment in its five establishments. This approach also allowed the teams to take full ownership of the new strategic direction, thus strengthening their commitment and their capacity for innovation.

RESULTS

1.How has the day-to-day life of the company changed since then, and what are the consequences in his company?

In September 2024, the Strom Nordic spa’s corporate offer, developed in collaboration with Iceberg Management, was officially deployed in its five establishments. To ensure a smooth transition and mobilize the teams, Iceberg Management’s consultants organized a series of follow-up workshops to anchor the new practices and optimize the customer experience. Thanks to a structured approach, employees were supported in the adoption of the new processes, particularly with regard to automated invoicing and customer journey management. This approach facilitated the teams’ buy-in by promoting open dialogue and a better understanding of the necessary adjustments.
The company has observed a significant improvement in coordination between departments and a positive reception from the corporate market. The growing interest of companies in this tailor-made offer confirms the relevance of the approach adopted, positioning the Strøm Nordic spa as a key player in well-being at work. On the strength of these results, the company is already planning the evolution of its offer for 2025, integrating new themes into the workshops and continuing to continuously improve its internal processes in order to meet market expectations even better.

2.What was the added value of our intervention?

The intervention of Iceberg Management has allowed the Strøm Nordic Spa to structure and strategically position its corporate wellness offer, aligning it with the real needs of corporate clients. By facilitating a rigorous collective intelligence process, the consultants were able to effectively mobilize the various stakeholders, thus guaranteeing cohesion between the teams and a clear vision of the project. Thanks to proven methods and a thorough understanding of organisational issues, Strøm spa has been able to overcome the obstacles associated with integrating its offer into a competitive sector.
Optimizing internal processes, personalizing the customer journey, and innovating service delivery helped create a seamless and engaging experience for their customer. This initiative goes far beyond a simple evolution of the Nordic spa’s offer; It embodies a profound transformation of its approach to well-being in the workplace. This case illustrates how Iceberg Management can transform an ambitious vision into a concrete and effective solution, thus strengthening the resilience and sustainability of the companies it supports.