- April 11, 2022, Ratingen, Germany -
Family-owned business, Premix, had gained unique expertise in functional plastic materials over 40 years and realized this specialism could be used for their customers’ benefit. It also realized it would require a more data-driven culture if it were to expand to the service business.
Together with Sofigate, a member of United VARs in Finnland, they started to map out the steps towards building a data and knowledge storage to fit their needs. Starting with creating a company-level vision for customer experience, the most meaningful encounters for the customer journey were recognized and put in place.
Insights From The Customers
Customer experience was recognized as one of the main categories of data that needed to be collected systematically to enable data leadership. Sofigate conducted qualitative interviews with key customers, gaining plenty of insight that helped develop Premix’s services and deepen cooperation with their customers.
“Sofigate’s consultant, Liisi Koivu, gave us a very professional impression from the beginning. She understood what we wanted and her social skills were convincing. In fact, the interviews with Sofigate gave our customers a very professional image of us and our commitment to develop our customer relations”, said Hanna Ristola, CEO at Premix.
Employees Take Ownership
Another key to success was the involvement of Premix’s own employees. Instead of telling Premix what to do, Sofigate coached the employees and helped them build their own model.
“The real transformation will not happen without involving the right people. The model must be defined together – otherwise, there’s a high risk that it won’t be used. This can be done successfully before spending even a cent on technology”, Liisi Koivu, Senior Advisor at Sofigate.
Continued Collaboration
All this work aims to assure that Premix’s development is based on a thorough understanding of the customer experience and reliable CX data, gathered all along the customer journey.
“Eventually, this project will become a process. We have our model and we will use it continuously to gather data systematically. Sofigate has been able to understand our strategy and cut it into smaller, tangible parts. Our goals have been met very well, and this will guide our future development”, Jan Järveläinen, Service Development Director at Premix.
About Sofigate
Founded in 2003, Sofigate is the leader of IT Management in the Nordics and pioneer of Business Technology management in Northern Europe. It is a privately owned company with almost 200 shareholders.
Follow Us
About United VARs
United VARs is a global alliance of SAP solution providers mainly for the midmarket. With over 70 members in 100 countries, the alliance serves all types of SAP rollouts and integrations across the world.
Follow Us
stronger than one