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IDEAL GRP steps up Customer Support

Further to the recent merger at IDEAL GRP, we are now taking steps to streamline our customer support systems set up. The objective is to manage customer service requests in a way that is simple, modern, and interactive for customers to use across the region. The objective of the IDEAL GRP customer support is to provide assistance for maintenance customers to keep their systems up-and-running.

“We recognize that the Customer Support system is fundamentally important to our customers. The new system has been chosen for its good functionalities for improved user experience. We want it to be as easy as possible for our customers to get in touch with us when they need support with systems. The new system is based on Zendesk technology” comments Ilkka Tuovila, responsible for Customer Support at IDEAL GRP.

The new system will be rolled out 27.5.2020 in Finland

The new customer support system will be used from now on in Finland in the first phase and the Scandinavian countries and the Baltic region will follow later on in the second phase. Therefore, outside Finland for the time being the support remains as it is currently.

Find out more about Zendesk: https://www.zendesk.com/

 

This is how the new system process will work in the future:

Product Support opening hours: Monday to Friday 8:00-16:00. Contact number is +358 (0)9 540 48429

When there is a need for a customer support request, this is how the process works:

  1. The customer identifies the person/persons in their organization for the request
  2. Customer’s key user (or another named contact person) enters the requests

    • By sending an email to This email address is being protected from spambots. You need JavaScript enabled to view it. · or via Customer support portal https://support.idealgrp.com/

  3. IDEAL GRP support handles the ticket

More information about IDEAL GRP: www.idealgrp.com

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