IQI helped Terveystalo streamline its customer service operations and systems

“Around 300 customer service professionals work at the centre. Reliable systems and the ability to develop them are essential to the success of our work.”

Titta-Liisa Luoma
Director of Customer Service, Terveystalo

Luoma is responsible for managing the customer service centre, where the current focus is particularly on customer service transformation and change management.

“Our aim was to make the work of customer service professionals and supervisors more efficient and to integrate the software used by customer service with our customer information system. Together, these improvements create a better customer experience and a smoother service. We also have high expectations for the AI capabilities that will be introduced later.”

Terveystalo gained both immediate and long-term benefits from working with IQI

Terveystalo launched a customer service transformation initiative and selected First Goal as its partner. First Goal has since become part of IQI.

IQI expert Sami Haanpää explains that the collaboration began with interviews and observations at Terveystalo’s locations.

“Based on the interviews and observations, we were able to recommend a number of incremental improvements that delivered immediate benefits to Terveystalo.”

IQI’s experts also assessed the current state, defined the desired future state and supported Terveystalo throughout the tendering process for the new system.

“During the tendering process, Sami promised that we would not end up with a solution worse than the one we already had,” Luoma says with a laugh. “He has certainly kept that promise. We have been very pleased with the outcome.”

An independent expert helped Terveystalo select the right solution

The collaboration between the Terveystalo and IQI teams has been open and close from the outset.

“After our very first discussion, it was clear that IQI was the partner we wanted to work with,” Luoma recalls. “Mika Hakanen and Sami Haanpää understand the business, systems and processes behind customer service. This enabled them to gain a clear understanding of the objectives we had set for the initiative.”

During the tendering process in particular, Luoma valued Hakanen and Haanpää’s ability to communicate their expertise clearly and understandably. Their experience of similar projects in other organisations enabled Terveystalo to benefit fully from IQI’s expertise.

“Another important selection criterion was IQI’s independence. IQI does not represent any particular system or supplier. This ensured an honest assessment and helped us select the system that genuinely serves our needs best, rather than having a particular solution sold to us,” Luoma says.

“Our priority is always the customer’s best interests. What matters most to us is the customer’s success, not which system is selected,” Haanpää concludes.

Outstanding expertise in customer service processes

Haanpää says that the trust shown by Luoma and the customer service centre made it easier to deliver high-quality support.

Luoma praises Haanpää’s initiative and his active approach to building relationships across Terveystalo. She has also valued the opportunity to exchange ideas and discuss topics beyond the immediate scope of the project.

“Although we had naturally agreed on the scope of the collaboration, I have also been able to discuss and develop ideas with Sami and Mika on other matters related to customer service processes,” Luoma says, before adding with a smile:

“We gained outstanding expertise in customer service processes from IQI. We now know exactly where to turn when we need support in the future.”