The Geological Survey of Finland

The Geological Survey of Finland's new customer service model promotes sustainable growth

Customer story

With assistance from twoday, the Geological Survey of Finland (GTK) implemented solutions that create environmentally and socially sustainable economic development in Finland.

The Challenge

GTK wanted to strengthen customer operations and customer understanding. As part of the strategy implementation, GTK defined a comprehensive service model for customer work at the beginning of 2020. The key components of the service model included customer segmentation, care models, customer feedback processes, and a customer activity monitoring model.

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.

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The Solution

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.

"The Dynamics 365-based system supporting GTK's new customer service model has been enthusiastically received by our organization. Our implementation partner, twoday, led the project exceptionally well, keeping it on schedule and within budget until the end."

Tuuli Kalliosalo, Manager of Customer Relations at GTK

The Value

The majority of the project workshops and events were held over Teams, but user training sessions were also conducted in-person at the office.

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.