We provide comprehensive sales-oriented customer service for Fortum across all remote channels and target groups. Our service focuses on high sales results, customer experience, dynamism and resource management optimization.
In addition to good B2C and B2B sales results, excellent customer experience and fast response times are essential success factors for our operations.
Careful resource optimization and shift planning are emphasized in a constantly changing environment. Thus, resource management is carried out by a person who has completed COPC (Customer Operations Performance Centre) training. COPC is the leading standard in the customer service industry. Passing the COPC exam requires several days of training, which examines the different mechanisms of shift planning. Training personnel in the industry’s best practices is an important choice for us.
Customer experience and quality are managed closely so that the tone-of-voice of the customer is included in the everyday work of team leaders and sales consultants every week.
We have been very successful in exceeding sales targets in customer service. We increased the hit rate of value-added services sales for moving and invoicing contacts sixfold in three years.
Our collaboration model differs from the mainstream – we work together daily to achieve our goals. The customer is at the center, for whom we do everything we can every day. Soldem’s management culture is solution-oriented, open and youthfully relaxed. The workflow is efficient and motivating. This supports our common goal – to produce the best possible customer service that charms our customers every day of the year.
As a partner, Soldem wants to understand existing operating models and goals – through working together, the best operating models are created, implemented and developed, always keeping the end customer at the center of all activities. The best operating models are shared in common forums – always with the common interest of the organization in mind. We also dare to constantly challenge the current situation – while striving forward soundly.
Understanding the operating environment requires continuous and proactive response from the organization’s operational management and open communication on a daily basis throughout the organization. Sensitivity to respond is a key factor for success. The desire to share information is common and increasing the professional competence of the personnel strengthens our cooperation.
The commitment of the personnel plays a key role and the desire of the managers to help each person succeed makes us strong. Continuous coaching to exceed goals creates an atmosphere to which everyone is ready to commit. Trust and motivation drive us forward.
Change is something that must happen, otherwise we will not move forward and develop. Soldem actively offers solution proposals, always taking into account the common will to achieve the goals.”
Ville Nuutinen
Operation Manager, Fortum