Starting point
Management and personnel commitment and common understanding
The mission of the ELY – i.e. the Finnish Centre for Economic Development, Transport and the Environment to create a sustainable future – for the good of people and regions. ELY centers take care of the construction of roads and their condition, the condition and protection of the environment and support companies in their development.
The goal of the project was to support the implementation of the ELY centers' customer strategy. There are 15 regional ELY centers in Finland, with a total of approximately 3,000 employees. Customer orientation becomes a reality only with everyday actions: it was important to commit the management and get the entire staff involved.
The implementation was completely unique and the concept well thought out. The dialogue with the people of Valor was inspiring. We are happy to recommend them to others.
Execution
Engaging online trainings
In the project, we trained ELY people in customer orientation and promoted actions of customer orientation. We started with management trainings, which we continued with staff workshops. In addition, we produced e-learning material for self-study.
We organized almost 50 training sessions, mostly online. The training consisted of short introductions, individual and group tasks and joint discussions. In the assignments, we used an easy-to-use and visual online platform.
End result
A shared vision and a roadmap forward
As a result of the workshops, an action plan and a list of next actions were created for each ELY center. In addition, at the national level, a consensus was created for the most important priorities and next steps.
In the ELY centers, concrete progress was made in the advancement of customer orientation. The feedback from the participants was also very positive.
"It was a unique online training in the sense that it was super engagingl! The activities and information were in a good balance. The browser-based workspace was also very clear and easy to use."
"It made me think a lot about my own work and the work of ELY as a whole, and about the ways in which you can influence customer orientation."
Tuija Wikström
Project Lead, Customer Success Lead, CX Specialist
