Earning Customer Trust with Outstanding Customer Service

"Exceptional customer service has been an integral part of Finnos' business model since the company's inception," says CXO Jani Alatalo, who is responsible for customer experience at Finnos. This means that after purchasing a Finnos product, the customer is not left alone; instead, user support and consultation are provided to ensure that the products serve the customer in the best possible way.

User support ensures scanner functionality

Finnos' user support offers assistance with everything related to the use and operation of the scanner. At its simplest, this means helping with basic device usage, troubleshooting, and maintenance. If a scanner breaks down or stops, every hour counts as significant production losses for the customer. That’s why Finnos has ensured that customers receive immediate assistance for their problems, regardless of the time of day or night, and in the customer's native language.

Help desk operates around the clock

Finnos' Help Desk department is responsible for user support, working in three shifts to provide 24/7 service. Most issues are resolved directly by the Help Desk, but if the problem is more specific, a Finnos expert with the necessary expertise in software, automation, electricity, or mechanics is brought in. A key part of Finnos' service concept is close communication with the customer. In the event of any issues, the customer is continuously kept informed of all ongoing actions.

Sparring and consultation for optimal scanner usage

In addition to solving acute problems, Finnos also offers sparring and consultation to its customers. "We want our customers to know how to use our scanners optimally and get the most out of them. That's why we also consult and spar with our customers. For example, a customer might say that they want to use the scanner for a specific task next week, and then together with our experts, we brainstorm and explore the different options for achieving this," Alatalo explains.

Excellent customer service receives praise

Finnos customers highly value the excellent service they receive. "We’ve received praise from production facilities for having our service available around the clock," says Alatalo. The quality of this service is also reflected in the results of Finnos' customer satisfaction survey. The survey was conducted among 70 client companies, with 3-5 individuals from each company participating in this kind of survey.

An astonishing 97% of respondents gave the service a rating of "Absolutely the best." It may sound like a survey result from a dictatorship, but since there was no bribery or extortion involved, the only possible explanation is that Finnos' service is genuinely appreciated.

Quality service leads to long-term customer relationships

Quality service has helped Finnos build long-term customer relationships. "Many customers who have purchased one scanner from us have ended up buying other scanners after realizing how well things work with us," says Alatalo. "Providing good service is in our DNA, and we strive to keep improving it. Even though the feedback we receive is very positive, we are committed to continuously developing our operations. Technical devices will sometimes have issues, and the quality of a supplier is measured by how quickly the device is back in use. We have reason to believe that, thanks to our exceptional customer service, we are the best in this regard," concludes Alatalo.