Customer service is going through a transition – human encounters are still at the core .

Customer service is the driving force behind Enfo's operations, both in end-user services and while solving customer assignments related to cloud services, platform solutions, network traffic or information security. The reason to get in touch with us may be very technical, but the importance of the human encounter does not diminish, even if the technological development changes the field.

Enfo's service center helps the employees of our business customers, i.e. the end users, with all basic IT functions, for example questions related to workstations, mobile devices, user rights and applications. Help is often available right from the first contact. In addition, our service center directs customer contacts related to Enfo's other services or third parties to the right expert teams. The customer experience is built in these encounters and interactions.

At Enfo, we want to be an approachable, familiar and friendly support point that our customers can always turn to. Stakeholder cooperation has been successful when our customers feel that they can get help in any situation from the same number.  

Disruption and change put quality to test

Customer service requires special sensitivity when there is a disruption in the service environment or when the IT environment goes through changes that are visible to users. If there is a problem with the network connections or an important application, we must be able to take on the situation that is critical for our customer and share information with both the customer and our support teams. Empathetic service and updates about the situation support the customer during the process, and up-to-date information helps our support teams to identify larger fault situations and resolve them.

The importance of the customer service is also emphasized in major transformations, such as in larger development projects, version updates of workstations or when new people start in the organization. Our task is to guarantee that the changes proceed smoothly and that new users can start their tasks without additional delays. Increasingly effective IT security practices may also initially require user support.

AI can improve the efficiency

Artificial intelligence solutions are changing customer service fast, for example in banking and insurance services aimed at consumers, but also in the ICT sector. It is essential to recognize where AI and automation can be utilized and what is their role in the service process. We at Enfo have made a conscious decision to maintain an individual, human first contact. When the customer has an issue, problem or request, our service center finds out what kind of solution is needed and how urgently. There are ready-made operating models and instructions for many situations. Finding the solution also often requires the customer's participation, for example via a split screen. If the situation involves anxiety or irritability, it is part of our expertise to alleviate these feelings as well.

The role of AI is to make the service more efficient, for example by structuring the information used by the customer service employee. The amount of information needed in the ICT sector is growing rapidly. Customer environments, information security procedures and ways of using devices change and develop constantly. AI solutions can make it easier to find information both in the customers' self-service portal and for our own experts. AI does not replace human encounters, but it can reduce the time to find solutions.

Working at customer service supports career development in IT

As a support point, Enfo's service center is part of the daily life of our customers' end users. At the same time, it is a great route to the IT industry and a good starting point for career development. Enfo offers tasks for experts with different levels of experience, and customer service is an excellent basis for any task in the IT sector or specialization in customer service itself. Our service center is always staffed by both more experienced and new experts, enabling different growth paths and developing competence. We cooperate a lot with educational institutions and offer IT students internships, summer job opportunities and part-time work alongside their studies. Working in customer service gives students a practical perspective, which is useful in their studies. We support our employees' interests and build an internal growth path for them towards the tasks they are interested in – 90% of our customer service employees grow into other expert positions at Enfo and take their experience from customer service along to their new tasks and teams.

Hanna Tossavainen, Director, is responsible for the operation of Enfo´s Service center. In her daily life, she focuses on Enfo's end-user support services and the personnel who ensure the production and quality of this service.