SITUATION
The company is a rapidly growing technology provider in the health care sector, currently operating in approximately 10 countries. The end-users of the company's products are healthcare personnel. Product-related customer support was decentralized by country. Due to strong growth, the local management of customer support led to varying, complex, and inefficient processes. Furthermore, the company used multiple local partners to support resource availability.

OBJECTIVE
The company decided to centralize customer support and unify the local processes. To support this transformation, a single, comprehensive partner was needed to provide customer support services across all languages in the company's market area. The company initiated a tender process for transitioning to a single partner model and centralizing customer support functions to the chosen partner.

HOW DID KONSULTTIVERKKO HELP?
Our consultants defined the target state for customer support and the scope of services included in the tender. Together with the company’s key personnel, we conducted a market dialogue and tender process with international service providers. The outcome of our assignment was the selection of a single partner and the start of the function transition to the service provider in one target country, from where the service is centrally offered in all languages. This solution thus also secures the company's growth into new markets cost-effectively.

RESULTS
The company now has one selected partner for providing customer support services, and the need for country-specific solutions will be reduced in the future. As the growth company expands into new markets, demand will be directed to this partner, enabling profitable and strong growth. Additionally, the operating models and processes are more streamlined and cost-effective compared to locally produced solutions.