Columbia Road transformed our customer service approach from face-to-face encounters to personal online chat discussions in 72 hours. We now have a robust solution for today which also scales with our needs in the future. Maarit Kivistö, Managing Editor, MyHelsinki.fi / Helsinki Marketing
Due to the current global situation, Helsinki Marketing’s MyHelsinki service was in need of digitising their customer support services quickly. The main goal was to create a digital customer service channel for the MyHelsinki team as fast as possible.
Usually the team’s customer service activities include face-to-face discussions on the streets of Helsinki, but due to governmental instructions, all face-to-face interactions had to be moved to digital channels in very short notice.
The first objective was to find the most suitable platform for the customers’ needs in the short term, while keeping in mind possible development of the service in the long term. The second objective was to get the channel setup to suit MyHelsinki’s needs. And thirdly, we had to ensure that the team was ready for a completely new way of serving customers.
Our main focus points were to try and find a solution that:
Helsinki Marketing got a solution for MyHelsinki which served all their immediate needs while also having the capabilities to expand later on.
Highlights from the 72h project
We were able to quickly implement a platform which answered all of MyHelsinki’s most urgent needs. In the long term, the organisation becomes more digitally savvy and will be able to offer a larger variety of ways to help their customers.
Helsinki Marketing is a marketing company owned by the City of Helsinki. It is responsible for Helsinki’s operative city marketing and business partnerships.
MyHelsinki is a service to promote tourism, local life and events in Helsinki.