Common view of customer information
Previously, the state’s corporate service entities all had separate systems and different operating models for collecting customer information. Organisations dealing with the same customers did not have direct access to each other’s records. Kasvu CRM provides an overview of the statuses of shared corporate customers.
“The intention is for all entities to have access to the same information and see which actions have been taken with a certain customer,” says Jukka Suokas, who acted as the chair of the project’s steering group before transferring from his position as Stakeholder Manager at Finnvera to Business Finland’s office in Oslo, Norway in August.
“A common system also makes things much easier for customers: they no longer need to provide the same information to several entities and they do not need to answer five phone calls from different organisations,” Suokas says.
“If a customer company approaches one of the organisations with a development idea, the person responsible for the customer can assess whether the company primarily needs service from Finnvera, Business Finland or a Centre for Economic Development, Transport and the Environment. If the number of personnel employed by the company begins to grow, it may also need the help of a TE office.”
“Finland’s unique Team Finland export collaboration concept will become much better integrated thanks to the CRM system, which has now entered the deployment phase,” says Juha Markkanen, Trade Ambassador from the Ministry for Foreign Affairs of Finland.
The common CRM system will enable Finnish companies to receive assistance efficiently “through the same funnel” from the Finnish regions and out into the world. In the regions, companies are served by Centres for Economic Development, Transport and the Environment and TE offices. Internationally, companies can receive service from the Ministry for Foreign Affairs of Finland’s comprehensive global network of approximately 90 foreign representation offices as well as Business Finland’s experts working abroad.
“Kasvu CRM is the glue that holds the entities together, strengthening customer service and positive customer experiences and significantly enhancing internal collaboration between entities,” says Kirsi Wendelin-Arponen, Customer Relationship Manager from the Southwest Finland Centre for Economic Development, Transport and the Environment.
“Kasvu CRM is also playing a major role in Tukes’ architecture overhaul projects,” says Jussi Hytönen, a Coordinator at Tukes.
Customers will notice the CRM system in the form of a more efficient and pleasant service experience. Excess bureaucracy will be reduced and services will focus on matters of relevance. Customer service agents will be able to work appropriately when they can see the company’s service history and know what is happening.