IQI supports Fortum’s Nordic customer service development

Fortum Consumer Solutions is responsible for the retail sale of electricity and gas, as well as customer service and billing, across the Nordic countries, Poland and Spain.

The collaboration originally began with First Goal, which has since become part of IQI. The partnership has continued for several years and covered a wide range of customer service development initiatives.

A clear focus on customer service development

“We have worked together for a long time. The focus has been on developing our customer service operations. The assignments have included a variety of assessments and development initiatives in which we have benefited from the experts’ broad capabilities and insight.”

Markku Vihavainen
Development Manager

IQI has supported Fortum in developing its contact centre solutions and reporting, as well as in targeted development initiatives. These have included improving customer satisfaction surveys, selecting technology vendors, redesigning interactive voice response menus and developing workforce planning.

“The preliminary contact centre assessment examined our current situation and future requirements. Based on the findings, the team recommended the solutions best suited to our needs across the Nordic countries,” Vihavainen explains.

Comprehensive assessments of operations and future needs

IQI’s experts have also provided Fortum’s management with reports on the current state of customer service operations in Finland and elsewhere in the Nordic countries.

“They analysed and compared our customer service operations and capabilities objectively and presented clear recommendations for further development,” Vihavainen says.

“The reports could be delivered flexibly in either the local language or English.”

The most recent assessment focused on the management of customer service call recordings.

“We wanted to determine how all call recordings could be managed in one place, including in situations where the telephone system is replaced. The existing systems were assessed, and we received a proposal outlining options for storing and retrieving recordings efficiently and in compliance with GDPR requirements,” Vihavainen explains.

A trusted partner for customer service development initiatives

Fortum’s assignments have shared a need for independent expert insight and experience of industry best practices.

“IQI has played an important role as an expert partner, providing valuable information precisely where we have needed it. Strong technical capabilities and extensive experience have been essential,” Vihavainen says.

“We have trusted this partnership for years, and communication has always been straightforward. It is easy to work with experts who already understand our operating practices and processes.”