HSY modernised its customer service systems through an independent procurement process

HSY is actively developing its information management capabilities by investing in shared platforms and technology solutions such as Azure, MuleSoft and Salesforce.

The collaboration originally began with First Goal, which has since become part of IQI.

Independent expertise for customer service system procurement

HSY wanted to modernise its customer service tools with new technology. In 2020, the organisation began procuring a new telephony system and required external expertise to support both the competitive tendering process and implementation.

“We needed a technical project manager with experience of different customer service and telephony systems, as well as a strong understanding of customer service operations.”

Raisa Visti
Project Manager, HSY

IQI provided the required expertise and experience of similar procurement projects.

“In addition to market knowledge, technology independence was an important criterion when selecting the specialist.”

Jari Matero
Digital Development Manager, HSY

“Consultancies often represent specific products, but IQI was able to assess the different options objectively and place every potential solution on an equal footing.”

Solutions designed around HSY’s customer service needs

IQI supported the procurement process from its initial stages through to system implementation. Its responsibilities included preparing tender documentation, negotiating with vendors, evaluating bids and supporting contract preparation.

“IQI’s specialist was prepared to challenge both the system vendors and our own processes and working practices. He made a genuine effort to understand our operating environment. Although there was a great deal to learn about our processes, he gained a clear understanding of them very quickly,” Visti says.

“It was extremely valuable to have an external specialist help document use cases and define the system requirements. This ensured that the selected solution would genuinely support the operational and technical needs of our customer service organisation.”

Support for CRM system procurement

Alongside the telephony system, HSY also tendered for a customer service system with which the new telephony solution would be integrated.

“Although IQI’s role focused primarily on the telephony system, we also received substantial support with the procurement and implementation of the customer service system. The two systems are closely interconnected,” Matero explains.

HSY selected the Salesforce platform and an Enreach telephony solution. Together, they provide a strong foundation for customer relationship management and omnichannel customer service.

Technical expertise and straightforward collaboration

HSY found that IQI’s broad market knowledge, independence and technical expertise added significant value throughout the customer service system procurement.

“We would not have managed the process nearly as successfully without IQI. The specialist’s technical expertise in both telephony and customer service systems played an extremely important role. We explained our processes, and he gave us a clear and honest view of which choices would best meet our needs,” Visti says.

“He did not simply tell us what should be done. He rolled up his sleeves, helped balance the available resources and took responsibility for bringing the project to a successful conclusion.”

“IQI’s specialist had unquestionable credibility in the eyes of both the project team and the steering group. He was highly regarded and very easy to work with,” Matero adds.