The Geological Survey of Finland
The Geological Survey of Finland's new customer service model promotes sustainable growth
Customer story
The Geological Survey of Finland (GTK) renewed its strategy during 2019 through an interactive process involving employees, customers, and stakeholders participating in workshops and online discussions in the preparation of the strategy. With the new strategy, GTK develops solutions that create environmentally and socially sustainable economic development in Finland.
As part of the strategy implementation, GTK defined a comprehensive service model for customer work at the beginning of 2020 to strengthen customer operations and customer understanding. The key components of the service model included customer segmentation, care models, customer feedback processes, and a customer activity monitoring model.
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The CRM system implementation project started in April 2020 with a preparatory phase (known as Design Sprint 0), during which a detailed work plan was prepared, user requirements were defined, and migration and integration strategies were drawn up.
The implementation phase was carried out as an agile development project, in which the overall solution was divided into three-week development periods (sprints) so that each defined, planned, implemented, and tested one part of the delivered solution.
Microsoft Dynamics 365 was chosen as the technical implementation platform for guiding daily customer work according to the service model, and twoday was selected as the partner based on a competitive tender. The choice of partner was particularly influenced by a high-quality and credible project plan as well as strong evidence of delivering similar CRM solutions.
The system acceptance testing was carried out during September, and the solution was successfully deployed into production on October 1st, in conjunction with user training. With the implementation throughout the rest of the year, the system has nearly 200 users, covering experts involved in customer and sales work, researchers, as well as marketing and communication users.
The majority of the project workshops and events were held over Teams, but user training sessions were also conducted in-person at the office.