SITUATION
The Company is a rapidly growing technology provider in the care sector, currently operating in approximately 10 countries. The end-users of the Company’s products are care personnel. Product-related customer support was decentralized on a country-by-country basis. Due to strong growth, managing customer support locally led to varied, complex, and inefficient processes. Furthermore, the Company used multiple local partners to support resource availability.
GOAL
The Company decided to centralize customer support and standardize local processes. To support this change, a single, comprehensive customer support services partner was needed, capable of providing services in all languages of the Company's market areas. The Company initiated a competitive tendering process for transitioning to a single partner model and centralizing customer support functions to the chosen partner.
HOW KONSULTTIVERKKO HELPED?
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 market dialogue and the tendering process with international service providers. As a result of our assignment, a single partner was selected, and the transition of operations to the service provider was started in one target country, from which the service is offered centrally in all languages. Thus, the solution 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 minimal going forward. As the growth company expands into new markets, demand will be directed to this partner, enabling profitable and strong growth. In addition, operating models and processes are more streamlined and cost-effective compared to locally produced solutions.
