Good service carries a long way – Hohde Group and Enfo cooperation emphasizes a top-notch experience for end users. .

Hohde Group is known throughout Finland for its high-quality dentist and dental laboratory services. Enfo is responsible for the service desk and onsite support services for over 700 end users at Hohde Group. The goal is to provide an excellent customer experience for these end users.

Hohde Group chose Enfo as its partner in a tendering about a year ago. By outsourcing its service desk and onsite support services, the company wanted to improve end-user satisfaction for IT services. In addition, the goal was to reduce the response time for service requests compared to the previous situation, where the services were provided by the company's own IT team.

"Enfo has met our needs excellently. Both response times for service requests and downtime are now very short. Enfo can handle a large number of service requests, and we can focus on development and the implementation of new services," says Mikko Pietiläinen, CIO of Hohde Group.

The service package includes end-user services, device management, device lifecycle services, as well as service management. In addition, the package includes small-scale capacity services. Responsibility and information security are central to Hohde Group's services, as the company produces a wide range of oral healthcare services.

"It is an honour for us to take care of the support of Hohde's over 700 end users in dozens of locations around Finland. Hohde is a strongly growing company, and we want to take part in enabling this growth journey. One of the cornerstones of the cooperation is to free up Hohde's capacity for other things and development. End-user satisfaction is a critical metric for us, and it is important that our end users trust the support provided by Enfo," says Tomi Rönkkö, Director of End User Services at Enfo.

Easier daily work for end users

The collaboration with Enfo is directly visible in the daily working lives of Hohde Group's end users. The biggest change is that one service channel now serves them for all their needs.

"This is easy and straightforward for the personnel and lowers the threshold for taking contact. We get problems solved all the time. With Enfo, the processes work, and support is available very quickly when needed," Pietiläinen says.

Hohde Group has 45 offices across Finland. Enfo is also responsible for the company's onsite support services throughout Finland. When onsite support is needed, it is usually urgent.

Hohde Group's end users are very satisfied with the services. The Service Desk personnel play a major role in this.

"Enfo's experts are patient and friendly. Good service carries a long way: when the service leaves a positive impression, end users are happy to call the Service Desk again," says Pietiläinen.

Solution Manager to help with resource shortage

The cooperation between Hohde Group and Enfo is expanding with the Solution Manager service, where an expert from Enfo works at Hohde Group's premises alongside the company's own IT team. The Solution Manager is responsible for the agreed work packages and supports and promotes cooperation between Enfo and Hohde and, if necessary, also with third parties.

"Enfo’s Solution Manager complements our resources, especially during the recruitment of an IT manager. This way, we ensure that we can successfully complete our ongoing projects," says Pietiläinen.

Smooth cooperation on both sides

Smooth and long-term cooperation is valuable for both parties. Open and direct discussion is key here. Enfo's Service Desk experts thank Hohde Group for making it easy and accessible to get help and additional information on service requests. Hohde Group, in turn, is satisfied with Enfo's proactive approach to raising up development ideas. 

"We review the company's needs in a joint service monitoring, where we openly consider how we can develop our operations. Enfo has actively raised its observations and development ideas and has taken up our ideas directly and quickly. Together we can continuously improve our operations," says Pietiläinen.