IQI

“IQI is a trusted partner with flexible operating models and highly skilled professionals. Our collaboration has been straightforward and has delivered successful outcomes for both Istekki and its customers,”

“We have worked together for a long time, and IQI understands the expertise I need. With the support of IQI’s project managers and specialists, I have been able to improve customer satisfaction in our projects. I can wholeheartedly recommend working with IQI.”

““We have trusted this partnership for years, and communication has always been straightforward. It is easy to work with experts who already understand our operating practices and processes.””

““IQI has played an important role as an expert partner, providing valuable information precisely where we have needed it. Strong technical capabilities and extensive experience have been essential,””

““We wanted to determine how all call recordings could be managed in one place, including in situations where the telephone system is replaced. The existing systems were assessed, and we received a proposal outlining options for storing and retrieving recordings efficiently and in compliance with GDPR requirements,””

““The reports could be delivered flexibly in either the local language or English.””

““They analysed and compared our customer service operations and capabilities objectively and presented clear recommendations for further development,””

““The preliminary contact centre assessment examined our current situation and future requirements. Based on the findings, the team recommended the solutions best suited to our needs across the Nordic countries,””

““We have worked together for a long time. The focus has been on developing our customer service operations. The assignments have included a variety of assessments and development initiatives in which we have benefited from the experts’ broad capabilities and insight.””

“IQI’s experts consider more than the technical aspects. They also understand how each decision affects the customer experience.”

“I can already say that IQI has provided tremendous value during both the procurement and implementation phases. I do not know how I would have brought the project to completion without them. I have been extremely satisfied with how straightforward the collaboration has been from the outset. We have built a partnership based on trust,”

“Mika led the project in a way that reflected our values and took excellent care of the project team. From the customers’ perspective, the migration was also completed in a controlled manner,”

“Whenever something needed to be addressed, we discussed it openly without trying to conceal anything. Our values were aligned in that we both placed people first, even though we worked for different companies.”

“It was a matter of pride for me to work alongside the project team and get involved in the practical work, rather than simply directing others. We often used the expression, ‘We are all in the same boat.’”

“It is always better to communicate than to remain silent. Regular communication provides reassurance and shows that the work is moving forward. When information flows effectively, everyone involved knows that the overall project is under control and understands who is responsible for what.”

“The outcome was successful. The migration caused no significant problems for our customers, and the team managed the workload. We also completed the company merger as planned at the turn of 2021 and 2022,”

“Although we had naturally agreed on the scope of the collaboration, I have also been able to discuss and develop ideas with Sami and Mika on other matters related to customer service processes,” Luoma says, before adding with a smile: “We gained outstanding expertise in customer service processes from IQI. We now know exactly where to turn when we need support in the future.”

“Another important selection criterion was IQI’s independence. IQI does not represent any particular system or supplier. This ensured an honest assessment and helped us select the system that genuinely serves our needs best, rather than having a particular solution sold to us,” Luoma says.”

“After our very first discussion, it was clear that IQI was the partner we wanted to work with,” Luoma recalls. “Mika Hakanen and Sami Haanpää understand the business, systems and processes behind customer service. This enabled them to gain a clear understanding of the objectives we had set for the initiative.”

“During the tendering process, Sami promised that we would not end up with a solution worse than the one we already had,” Luoma says with a laugh. “He has certainly kept that promise. We have been very pleased with the outcome.”

“Tana is still growing strongly, and we will undoubtedly need additional project management expertise in the future. When that time comes, IQI will be the first company I contact.”

“We do not have experience of other project management consultancies, but we have never had any reason to look elsewhere,”

“We had outlined some promising ideas at a high level, but it was IQI’s expertise that enabled us to turn the project management model into everyday practice,”

“We wanted to create a process that would genuinely support the people involved in product development without increasing their workload. IQI’s expertise convinced us, and we ultimately entrusted them with monitoring the schedules of practically all our product development projects and improving our product development process.”

““The learning pathway has been extremely well received across our organisation. There was a clear need for it, and the way it has been implemented has been very successful. With IQI’s support, we have also made significant progress in developing our project culture.””