A word from our clients

STR Nordic Oy wanted to organize customer service in a lightweight and cost‑effective way to support international growth (over 300,000 customers across 11 countries). Dynava implemented an outsourced model built on phone and email, with a well‑managed, training‑led rollout. Continuous feedback collection and rapid response improved the service experience and increased sales. The collaboration rests on a light structure, self‑direction, and reliability.

The need was for a cost‑efficient, flexible customer service setup without heavy structures. The solution was an outsourced phone‑and‑email model with a swift, controlled implementation, an ongoing feedback loop, and proactive problem‑solving. The result was tangible: higher sales, a more personalized customer experience — phone service offering more than email alone, and immediate improvements based on feedback.

“Dynava has been quick to respond to problems and customer feedback, which has helped us continuously improve our operations."

Senni Hirvelä,  International Customer service Manager / Personnel representative, STR Global Group Oy 

Puhas Oy, a municipally owned waste and circular‑economy company, needed consistent customer service and the ability to handle rising demand across channels. Dynava delivered an expert‑led, omnichannel model (phone, chat, email) with a well‑managed rollout, continuous development through Dynava LAB, and a data‑driven approach that improved first‑contact resolution, shortened queues, and raised customer satisfaction—while allowing Puhas’s specialists to focus on core duties.

Facing longer wait times, fluctuating contact volumes, and evolving regulatory requirements, Puhas sought a cost‑effective, flexible service partner with environmental‑sector expertise. Dynava streamlined email and chat handling and reduced repeat contacts, while contact‑reason reporting and smart routing ensured that — even with emails kept in Puhas’s systems — volume and queue data flowed automatically to Dynava for better resourcing and faster responses. The collaboration, established via competitive tendering, emphasizes continuous improvement — from reporting and automation to bot development.

“Dynava has actively highlighted opportunities through systems and operating models. The goal has been to streamline customer service via reporting, automation and bot development.”

Marjo Väisänen. Service Manager, Puhas Oy

Pakettipiste is the finish newspaper distributor Lehtipiste’s country-wide network of parcel lockers. The customers can have their parcels delivered to the lockers, while also being in control of exchanges and returns via these automated parcel terminals. Pakettipiste offers the fastest deliveries in Finland: a parcel can be delivered to the correct locker in less than a day, with pick-ups in the morning between 04:00 and 09:00.

Dynava built a trustworthy and highly skilled customer service department for Pakettipiste, offering very fast response times. This means that the team work 24/7 using phone, chat, and email. Customers are guided and shown how to use the parcel lockers, and if the question is to do with an earlier phase in the logistics chain, the service makes sure the customer is connected to the right person.

“Dynava knows and understands our industry. This fact – combined with their fine-tuned processes for customer service, service channels, and customer relations – makes them an excellent partner.”

Erik Vehman, Sales Director, Pakettipiste

With some 320 gas stations and more than 40,000 direct-delivery customers, Qstar supply fuel for both private individuals and companies across the whole of Sweden.

In autumn 2019, fuel supplier Qstar decided to find an external partner that could handle the night support. They chose Dynava. Today, account manager Annika Kirmeier deems the collaboration a wholehearted success. – Up until that point we were loosing steam.

“When we found Dynava, they felt like a secure partner to hand over the night support to. It’s a decision we’ve never regretted.”

Annika Kirmeier, Account Manager, Qstar

People with disabilities that make them incapable of searching for numbers online or in printed publications might be eligible for free reverse phone lookup services with 118 400. Every year, some 16,000 users make an estimated 580,000 calls.

This procurement calls for a thoroughly available, high-quality service. The delivery is guaranteed using an updated database, operational reliability, staffing competence, and a well-trained team that helps the customer reach the service fast and with the appropriate service, no matter the day of the year or the hour of the day. Our statistical follow-up shows the typical user reaches the service in 3.6 seconds.