Onitio Finland recognized among top customer service providers of the year
The Customer Service of the Year competition organized by Wakaru’s Wave customer service network, aims to highlight the importance of customer service and promote it as a competitive advantage in modern service organizations. The competition is open to all companies, regardless of industry.
The evaluation criteria are based on the COPC standard (Customer Operations Performance Center), which focuses on customer experience, employee experience, efficiency, and quality in customer service operations. Onitio Finland’s Service Desk, which provides user support services for businesscustomers, was awarded third place in the Customer Service of the Year 2024 competition in recognition of its outstanding service.
Evolving, customer-centric service without unnecessary complexity
Onitio Finland Service Desk was recognized for its high-quality, customer-oriented service model that avoids complex multi-tiered handling processes. The Service Desk intentionally operates with a single-tier service model to prevent delays in resolution times caused by ticket escalation. This approach has significantly improved resolution speed and customer satisfaction.
Onition Service Desk serves as a high first contact resolution point, managing the coordination of support requests across the customer's entire IT ecosystem. The services comprehensively cover various areas of advanced IT support and ensure smooth collaboration between different systems and vendors.
“Our operations have always been based on a genuine understanding of customers’businesses. Our Service Desk is staffed by over 40 experts, and I’m extremely proud of the work they do every day for our customers. Customer-centric thinking guides everything we do – and it’sevident in every interaction,” says Jori Sistonen, CEO of Onitio Finland.
Comprehensive, solution-oriented service 24/7/365
Onitio Service Desk operates 24/7/365, supporting customers both remotely and onsite. Services extend across the Nordic region through the Nordic Service Desk, where customers are served in all Nordic languages as well as English. Service Desks in different countries work closely together to ensure local service is available throughout the Nordics. This collaboration also helps develop shared practices to meet evolving customer needs.
Onitio Finland was also recognized for its progressive approach to development. The solution capability of the Service Desk is being strengthened by developing the expertise of specialists and introducing AI-assisted solutions into daily operations. The goal is always to provide the best possible user experience.
“Onition Service Desk is specifically designed to meet the business-critical IT needs of our enterprise clients, providing support every day of the year. Our experts' strong competence, combined with the utilization of AI and automation, ensures fast and efficient service - while always maintaining a human-centric approach. The recognition we've received confirms that we're on the right path and motivates us to continue our work in delivering even better customer service," Sistonen concludes.