A vendor-independent expert in digital and omni-channel customer service development
Digitalization changes business, but does your customer service change?
Customer demands are growing – can your customer service meet the growing demands?
Is customer service an expense or competitive advantage for your company?
What is First Goal?
First Goal is a vendor-independent consulting and expert company specializing in digital and omni-channel customer service development.
We help the customer service organizations to digitize and improve the handling of customer contacts in different service channels 24/7. We also help to develop your customer service towards proactive and sales-oriented mode. We align your customer service organization to work better together with sales, marketing, maintenance, invoicing and other customer interface functions, so that you can produce a good customer experience in all customer touchpoints. We also harness the customer 360-data to serve the continuous development of your company.
Shall we raise the digital and omni-channel customer service together as one of the cornerstones of your organization’s success?
How can we help you?
We create a strategy, vision and roadmap to raise your customer service in top level
We map the current state of your organization’s customer service and the development needs. Based on mapping findings, we will create strategy, vision and concrete roadmap for your customer service development. As a result, you will have a concrete and well-defined development path forward. And we are of course willing to help you to execute according to the development plan.
We identify and acquire the most suitable customer service technology solutions for you
We are procurement professionals for customer service technology. As a vendor-independent consultants and experts, we identify and compete the most suitable technology solutions for your customer service and IT needs. At the same time, you will save purchasing costs, because we know the realized pricing from hundreds of requests for proposal (RFP) projects for our customers.
We help you succeed in customer service development and implementation projects
In customer service development and implementation projects, it is important that customer journeys, employees, processes and systems work together – system development alone is not enough. Our vast customer service expertise combined with strong project management skills ensures that your customer service development project will be a success story within the agreed scope, schedule and budget.
Other customer service development offering:
Sparring, training, audits, concepts, …
We offer development support, training, sparring, auditing and conceptualization for any the area of customer service that you want to develop. Our expertise covers the planning of customer journeys, the renewal of internal operational models and processes, as well as the technology solutions and integrations. Whatever customer service development topic you have in mind, please contact us and let’s talk how we can help.
Are we the right partner for you?
5 reasons to choose First Goal
Competent and experienced
We are a small but agile and very experienced customer service development partner. Each of our employees has 15 – 30 years of experience in developing customer service and we have done hundreds of projects focused on modernizing customer service. In addition to unwavering system knowledge, we always focus on looking at customer service as a whole – customer journeys, operating models, processes, and the experiences of both customers and employees.
Pioneer in customer service development
We are constantly following the development of customer service technology and future trends. We also innovate new ways to develop digital and omni-channel customer service. We bring insights from abroad and apply them to the individual needs and goals of your organization.
High quality and cost-effectiveness
For us, no project is too small or too big. We can be a part of your organization for a short while or longer depending on your needs. For us, it’s a point of honor that you can reach your goals with our help. The prices of our services are affordable even though our customer service experience is the best in Finland.
We don’t sell or represent the systems of any customer service technology provider, but we know them all: For example Contact Center, Service Desk, CRM, and Customer Engagement solutions. Digitization requires that different systems play together seamlessly. That’s why it’s important to choose customer service systems that integrate as well as possible with your IT infrastructure and digitalization strategy. Through numerous tenders for our customers, we also know the realized prices of customer service solutions from different suppliers and can thus ensure that you can save costs when purchasing new solutions with our help.
Honest and relaxed
We are easily approachable and develop customer service in an understandable way. We have the skills to interact with both business and IT and therefore we often act as an interpreter between these two interfaces. We may wear a hoodie or a suit, but it’s always easy to work with us. We always tell you honestly and openly our recommendations for developing your customer service even if it means no deal for us.
The benefit of the customer is our goal
Read about our customers
For example, these companies have trusted our expertise over the years:
Mika Hakanen CEO
Customer service architect
Arto Koponen Partner
customer service architect
Would you like to know more?
Please leave a contact request using this form or feel free to contact us directly.
The initial discussions where we assess your situation and customer service development needs is always free. We are sure that you will get ideas for developing your customer service from us, even if you choose not to work with us further this time.