Background

TietoEnator is a service enterprise offering IT-, R&D- and consulting services. With 16 000 qualified coworkers, TietoEnator is one of the market leaders in IT-services in northern Europe and a world-leader in certain business segments.

The business area "Processing and Network" manage process- and network services for customer needs in the fields of information- and communications technology (ICT). The work in the business area is carried out in close corporation with customers. The service description that guides the common work to maintain well functioning processes contains; development, efficiency, quality, data security, flexibility and ability to adapt to changes in the customer business.

Problem

Inom Within the business area Processing & Network there has been a marvelous growth with descent profitability, but the customer satisfaction has not kept up with it. On a competitive market with less and less differences in technology and service offerings between companies, the general notion is that is the quality as perceived by customers will pass judgment on your business in the future. Studying the perceived quality is how you win the battle of customers and stay ahead of competition.

Solution

A larger action program – World Class Customer Experience, has been launched, with the manifested goal "TietoEnator will have the most satisfied customers!" A happy customer is almost always profitable! Where are the largest occurrences of bottle necks to clean up in order to get customers more satisfied?

TietoEnator did not want to bother customers with enquiries more than necessary, rather not at all. Analyses based on business facts and 70 or so interviews with coworkers in five different countries produced many answers for improvements, the number of suggested improvements was categorized into three main areas:

1. Knowledge about the customer,
   Increased customer interaction and feedback to those who does not meet with the customers face to face, in order to get an understanding of how important it is to see the customer benefit in every aspect of delivered services.
2. The customer service process,
   Improved communication and feedback to the customer in service calls.
3. The sales process,
   Proactive work in sales.

Result

Thanks to the somewhat unusual approach of determining customer satisfaction by interviewing many of the coworkers, the organization has gained strong approval for an implementation plan.

"- The implementation was facilitated by the fact that the measures and the changes taken place, is the result of the coworkers own ideas and experiences" says Anders Sundin, Senior Vice President at TietoEnator.