“Finnos’s business model has included exceptionally high-quality customer service since the company was founded,” says Jani Alatalo, Finnos's Chief Experience Officer (CXO). This means that after purchasing a Finnos product, the customer is not left alone, but user support and consultation ensure that the products serve the customer in the best possible way.
Finnos user support provides assistance with everything related to the use and operation of the device. At its simplest, it's help with basic device operation, troubleshooting, and maintenance. If a device breaks down or stops working, every hour means significant production losses for the customer. For this reason, Finnos ensures that the customer receives help with their problem immediately, regardless of the day or time, and in the customer's native language.
Finnos's Help Desk department, which operates on a three-shift basis, is responsible for user support. Most often, issues are resolved directly by the Help Desk, but in the case of more specific problems, a Finnos specialist with the necessary expertise in areas such as software, automation, electricity, or mechanics is brought in. A key part of Finnos's service concept is close communication with the customer. In problem situations, the customer is kept informed of all actions taken.
In addition to solving acute problems, Finnos also offers coaching and consulting services to its clients. “We want our customers to know how to use our equipment in an optimal way and get the most out of it. That's why we also consult and coach our customers. For example, a customer might say they want to do a specific thing with our equipment next week, and then together with our experts, we brainstorm and figure out what different options there are to achieve that,” Alatalo says.
Finnos's customers value the service they consider excellent. “We have received praise from production facilities for our service being available around the clock,” says Alatalo. The result of Finnos's customer satisfaction survey also indicates excellent service quality. The survey was conducted among 70 customer companies, with 3-5 people from each company responding to this type of survey.
“An astonishing 97% respondents gave the answer ”absolutely the best.” We know: it sounds like the result of a poll in a dictatorship, but since there was no bribery or coercion involved, the only possible explanation is that Finnos’s service is genuinely appreciated.
High-quality service has helped Finno build long-term customer relationships. “Many customers who have bought one product from us have ended up buying other products from us after realizing how well things work with us,” Alatalo says. “Providing good service is in our DNA, and we want to continue to develop it. Although the feedback we receive is very positive, we constantly strive to improve our operations. Problems sometimes arise with all technical equipment. The quality of a supplier is measured by how quickly the equipment can be used again. We have reason to believe that thanks to our exceptional customer service, we are the best at this,” Alatalo states.
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