"Exceptionally high-quality customer service has been part of the Finnos business model since the company was founded," says Jani Alatalo, CXO (Chief Experience Officer) responsible for customer experience at Finnos. This means that after buying a Finnos product the customer is not left alone. User support and consultation ensure that the products serve the customer in the best possible way.
Finnos user support provides help with everything related to the use and operation of the equipment. At its simplest it is help with basic use, problem situations and maintenance. If a unit breaks down or stops, every hour means significant production losses for the customer. This is why Finnos has made sure that the customer gets help with their problem immediately, regardless of the day or the time of day, and in the customer's own native language.
User support is handled by the Finnos Helpdesk department, which works on-call in three shifts. Most problems are solved directly in the Helpdesk, but if the problem is more specific, a Finnos expert with the required specialist knowledge, for example in software, automation, electrical systems or mechanics, is brought in. Close communication with the customer is part of the Finnos service concept. In problem situations the customer is kept informed of the actions being taken at all times.
In addition to solving acute problems, Finnos also offers its customers coaching and consultation. "We want our customers to know how to use our equipment in the optimal way and to get the full benefit from it. That is why we also consult and coach our customers. A customer might tell us, for example, that they would like to do a certain thing with our equipment next week, and then together with our experts we brainstorm and work out what the different options for solving it are," Alatalo says.
Finnos customers value the service they consider excellent. "We have received thanks from production plants for the fact that our service is available around the clock," Alatalo says. The excellent quality of service is also reflected in the results of the Finnos customer satisfaction survey. The survey was commissioned for 70 customer companies, with 3 to 5 people from each responding.
An astonishing 97 % gave the answer "The very best". We know: it sounds like the result of a poll in a dictatorship, but since no bribery or blackmail was involved, the only possible explanation is that Finnos service is genuinely appreciated.
High-quality service has helped Finnos build long-term customer relationships. "Very many customers who have bought one product from us have ended up buying our other products too, having noticed how well things work with us," Alatalo says. "Providing good service is in our DNA, and we want to keep getting better at it. Even though the feedback we receive is very positive, we constantly strive to develop our operations. Problems occur with all technical equipment at some point.The quality of a supplier is measured by how quickly the equipment is available for use 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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