“A lot of our people didn’t like our previous service management portal because it was difficult to use. We were paying for features in our licensing that we weren’t using. And then, on top of this, we were having to use a third-party contractor to help us administer the platform because we lacked the inhouse expertise.”
Fiskars Group
Introducing Fiskars Group
Fiskars Group is home to a collection of design-driven, lifestyle brands including Gerber, Iittala, Royal Copenhagen, Waterford, Wedgwood and, of course, Fiskars. The company’s origins are in Finland and date back to 1649. Today, the company has an impressive team of close to 7,000 professionals across almost 30 countries.
The challenge
The appointment of a new Chief Digital Officer in March 2021 sparked a number of changes in Fiskars Group’s IT landscape. This included a change in service desk provider and a wider review of the IT applications and tools they were using to support their operations. After detecting general disillusionment and user reluctance towards their existing ITSM, they decided to make the switch to 4me due to its lower operating cost and user-friendly interface.
Building the solution
With the decision to switch to 4me made, Fiskars Group moved on to find the right implementation partner for the project. With just 16 weeks to take the system from concept to fully operational, working with a partner that knew exactly what they were doing was crucial to hit the deadline.
Three potential partners were shortlisted for the role. The other two parties were quickly discounted – one because they lacked hands-on experience with 4me and the other due to hidden costs in their pricing model.
Revo offered the niche experience of being an experienced 4me partner and a transparent approach to pricing. With Revo leading the implementation, the Fiskars 4me system went live on time, their old system was retired a month later, and in Mike’s words, they’ve “never looked back – it’s so intuitive, it makes you better at your job.”
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