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Tieto's Customer Relationship Management Solution to regional Forestry Centres in Finland
The delivery includes CRM software, integration to other systems and training services, followed by system maintenance and user support. The solution will be developed in co-ordination with Tieto, Forestry Development Centre Tapio and regional Forestry Centres.
Forestry Centres are aiming at improving and individualizing customer counselling and communication as well as developing digital services based on customer needs. There are around 900 000 private forest owners in Finland. The new CRM system will store diverse information on the forest owners such as sent letters and e-mails, offers and orders, training participation, personal counselling and details of any interactions with the centre. All data will be centralised, tying currently fragmented information together. Consequently, forest professionals and forest owners will receive a more effective and coherent service. The customer experience is greatly enhanced with increased customer satisfaction.
The solution is based on global Microsoft Dynamics CRM architecture, which will be implemented and integrated to meet the needs of Forestry Centres' while serving forest owners and professionals. Tieto has full responsibility for the project delivery. The new system will be implemented in two stages in 2009 and 2010. Tieto's strong know-how and experience in implementing Microsoft CRM solutions to local operating environments will be utilised in this project.
Ari Meriläinen, Counselling Specialist at Forestry Centre says: "The CRM Project is a part of our development program, which aims to improve customer services and enhance customer experience. In practice, this means that the system can hold so called tacit knowledge on forest owners and their forest estates, and with the new CRM system, this information can be utilised and shared throughout the organisation regardless of business location. Furthermore, the purpose is to develop and exploit Forestry Centres' nation-wide forest estate management system."
"When a customer calls Forestry Centre with a specific issue in mind, we will be able to see the whole customer service history at one glance and consequently, the forest owners will receive more personalized customer service", Risto Mulari, Development Specialist at Forestry Centre visions the new operational model.
"When utilised efficiently and aligned with business strategies, CRM system supports customer services in an efficient way. We are excited to strengthen our existing relationship with Forestry Centres and share a common vision of building the world of better services and new opportunities", says Anttoni Vesterinen, SVP at Tieto Forest & Manufacturing.
Forestry Development Centre Tapio is a versatile service provider for forest professionals, providing information, training and developing information systems for regional forestry centres. In addition to forestry centres, Tapio's customers are the Ministry of Agriculture and Forestry and other forestry organizations, such as the association of forest owners and forest companies. Tapio is also expanding its international activities. www.tapio.fi
Forestry Centres are organizations within the public regional government and they are led by the Ministry for Agriculture and Forestry. Their central services are forest planning, improvement draining, construction of forest roads as well as education and advisory services. The Forestry Centres also supervise forest laws and grant financial supports.
Microsoft is the worldwide leader in software, services and solutions that help people and businesses realize their full potential. www.microsoft.com
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