LocalTapiola modernised its customer service technology through expert-led procurement

LocalTapiola aims to be more than a traditional insurance company. Its ambition is to provide lifelong security through proactive and comprehensive support relating to health, safety and financial wellbeing.

The collaboration originally began with First Goal, which has since become part of IQI. The partnership has continued across numerous projects over several years.

Expert support for customer service technology procurement

The collaboration began when LocalTapiola needed to renew its customer service technology. The group decided to tender its existing telephony system and required external expertise to manage the demanding procurement process.

IQI was selected to provide programme and project leadership throughout the procurement.

“This was an enormous undertaking. The system has more than 4,000 users across the group, and modern telephony is connected to a wide range of other services, including online appointment booking. Completing a project of this scale within such a demanding schedule is an excellent demonstration of IQI’s capabilities.”

Sami Holopainen
Director of Infrastructure Services, LocalTapiola

“The procurement resulted in changing both the system provider and the underlying technology. It gave us a solution that was considerably better suited to our technological requirements.”

A productive partnership spanning several years

The successful project led to numerous other assignments over the following years. LocalTapiola has worked with IQI on several competitive tendering processes.

“In addition to communications solutions, IQI has helped us tender our workstations, printing solutions and various equipment,” Holopainen explains.

The partnership has also included a wide range of other specialist services.

“We have used IQI’s expertise to support continuous service development, including specialist support, service monitoring and vendor management,” Holopainen says.

Independent specialists who take responsibility

The projects have aimed to deliver cost savings, greater flexibility and more effective vendor management. IQI’s specialists have played an important role in achieving these objectives.

“We would not have been able to achieve these goals using our internal resources alone. Our areas of responsibility are so extensive that we simply do not have enough capacity,” Holopainen explains.

“The collaboration with IQI has been exceptionally professional and knowledgeable. Their specialists work independently and take ownership of their responsibilities. This is extremely important to us because it allows our own people to focus on their core work.”

Holopainen also values the broad capabilities of IQI’s specialists and the comprehensive support they provide.

“They manage assignments from beginning to end and work very independently. The service is also highly flexible. Regardless of the day or time, we can always get the support we need. From our perspective, IQI provides exceptional value for money.”