Our services
Service Desk
Digitalization has further increased the need for versatile and agile IT support, a need that our Service Desk meets. Under the Streamline Support concept, Enfo offers centralized support that utilizes a wide range of technologies to cover all the basic IT functions. We speed up the resolution of your challenges, and our support is handled via multiple service channels – whether you need urgent assistance or routine care.
Support via multiple channels
Service Desk is the one customer service desk available across multiple service channels within the agreed-upon service hours and service levels. This allows our support to seamlessly adapt to the modern working world, where business is conducted far beyond the shared office.
All contacts are coordinated through our SPOC (Single Point of Contact) service, which simplifies your daily operations and keeps all inquiries and service requests in one centralized place.
Service channels
Service portal. Service requests, incident reporting, chat, device orders, access rights, and visibility into open tickets.
Mobile application. The mobile version of the service portal.
Chat. Real-time conversation with an expert, fast response time.
Email. Non-urgent service requests.
Phone. Real-time conversation with an expert, fast response time.
Measuredly high-quality support
Our customer and end-user satisfaction is proven to be beyond benchmark. Our support features no heavy hierarchies, allowing us to find solutions agilely and individually. Powered by automation and AI, our Service Desk processes are fast with minimal errors, ensuring high end-user satisfaction. However, we never compromise on personal service at key touchpoints – which is why you will always be greeted by a real professional when calling us.
Our NPS (Net Promoter Score) in 2025 was +82, and the average customer rating was 9.1 (on a scale of 1–10).
Agility
Our Service Desk is proven to be agile in its service: our first level resolution rate is over 93% (2025).
Speed
We handle approximately 9,500 calls per month, with nearly 94% answered within 30 seconds.
Development with end-user experience first
Developing services with data is part of our DNA. We collect customer-specific ticket data and use it to develop our services and solutions for changing needs. With comprehensive training for our personnel, we ensure that our expert team always has the necessary skills for our customers’ IT environments.
We continuously develop our services using automation and AI, among other tools. With these tools, we improve aspects like access right management and service level follow-up. Through automated processes, we are able to decrease the IT support response time, speed up the resolution, and ultimately enhance the end-user experience.
Explore our content
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.
Artificial intelligence plays a key role both in Enfo’s own operations as well as in the services we offer to our customers. The implementation of AI must not only be efficient but also secure, and it must meet the necessary cybersecurity requirements.
Retta is going through a year of changes: Retta has implemented significant corporate restructurings and, as part of this process, the company has outsourced its ICT services. Retta’s trusted partner Enfo has been an important support in these changes.
Contact us
Tomi Rönkkö
Sales Finland
+358 40 834 3191
tomi.ronkko@aurilo.fi