Digital Customer Service

Transform your business from contact centre service to holistic multichannel service experience

Your untapped business potential

Customers are expecting quick and easy solutions for their problems and setting a high bar for the customer service online. Customers should be served on the time that suits them best, in their chosen channel and in a way that makes them feel valued.

Digitalization is enabling us to provide more efficient solutions and methods for holistic customer care in numerous channels. We can help you to find ways to create smooth service paths for the customers and make the customer care more efficient with cost-cutting digital service solutions.

Download the report!

Customer experience management study
Gain insights of what kind of operations Nordic companies are currently undertaking, explore the maturity levels of different functions including customer service and compare your company's current maturity level to the focus group.

Thank you for your interest in the Customer Experience Management Study. You will receive an email with link to the material shortly.

We work from vision to value

We help our customers in all phases of customer service development by providing consultancy, concept design, implementation and continuous services. We work from vision to value by giving advice, designing service transformation plans, customer journeys, service models and KPI's as well as building channels, tools, engines and processes.

Driving business value with right customer care solution

Saved up to 88 seconds handling time
Up to 2,3% improvement in closing, cross selling and up selling rates
Up to 11,5 % improved agent utilization

We create added value for our customers' business

Metsä Group: providing service for forest owners even in the forest

Metsä Group

Metsä wanted to provide a holistic customer service and access to databases for the forest owners whenever and wherever.
Voice, email, chat, social media and co-browsing to support digital transformation of the service processes were implemented.
The service enables real-time monitoring and historical reporting of each customer. In addition integrations to CRM and case management solutions were built. 

The key benefit was accelerating customer's digitalization by quick go to market -time by providing the solution as a service.
 

Service centre: saving cost with customer care solution

City of Helsinki

The municipal enterprise Service Centre of the city of Helsinki consists of catering services and telephone and wellbeing services. The company receives 200 000 customer contacts on a monthly basis. The need for holistic customer care solution was high. The solution provided has eazed the workload of the employees and the they have been able to accumulate up to 54 % in HR saving. 

The structured way of handling customer service and redesigned customer service models also enhanced customer experience. Having measured the customer experience after the service transformation the result was 3,92 on scale 1 to 5. 

Insights

Effortlessness is the new black

The life of a customer is simple: things are either easy or difficult. Customers do not follow the rules set by the contact centres.

Will stage fright hold back the development of video conferencing

Customers have the power to choose the time, channel and service. Can your company keep up with the competition?

The four cornerstones for winning customer experience

What technological changes are going to impact daily customer service in the near future? How can the customer experience be improved by using the methods already used by customer service?

Listen now

What is 21st century’s digital customer service? What kind of value adding opportunities and solutions are already easily available for companies? Listen to Tieto´s podcast with Miikka Maunula, Solution Manager, Tieto and Miikka Haavisto, Chief Operating Officer, GetJenny and learn how digitalization is transforming customer service and helping companies to create more value for customers.

Partners

Genesys - omnichannel platform

Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships.

Vidyo

Build customer relationships through a complete omnichannel experience over high quality video.
 

Contact us

Antti Pudas

Director, Digital Customer Service

antti.pudas@tieto.com
+358405821477
LinkedIn

Miikka Maunula

Solution Manager, Contact centre solutions

miikka.maunula@tieto.com
+358400902176
LinkedIn

Jani Termä

Solution Manager, Video engagement


jani.terma@tieto.com
+358401850892
LinkedIn

Customer Experience Management

Tieto aims to capture the significant opportunities of the data-driven world and turn them into lifelong value for people, business and society. Tieto's CEM business unit is experienced in e-commerce, design, integrated omni-channel marketing, customer service, analytics and customer interaction management. We believe that consistent data-driven and personalized customer experience across all channels is the most important differentiator for Nordic companies to win against global competition. 

www.tieto.com/cem