Driving user and employee satisfaction
With rapid expansion, Fenix Outdoor AB’s employee count surged from 200 to 2,500. New retail stores and growing workforce complexity necessitated enhanced infrastructure support. The existing system proved inadequate, prompting Fenix Outdoor AB to seek valantic’s expertise. Their objective: a comprehensive service desk solution, streamlining support processes, and improving the overall support experience.
Fenix Outdoor is a renowned international group of outdoor companies, offering a diverse range of sustainable, high-quality products for outdoor living and recreation. With a commitment to minimizing environmental impact and ensuring functionality and durability, Fenix Outdoor’s brands, including Fjällräven, Tierra, Primus, Hanwag, Brunton, and Royal Robbins, are trusted by outdoor enthusiasts worldwide.
The company is listed on Nasdaq OMX, Stockholm, and operates via two business segments: Brands and Retail. Through their stores in Sweden, Finland, Germany, and Denmark, as well as their online platforms, Fenix Outdoor caters to customers seeking premium outdoor gear.
The rapid expansion and acquisitions at Fenix Outdoor AB have led to a substantial increase in the employee count, soaring from 200 to 2,500 employees. The company’s growing workforce and new retail stores created a complex environment that outpaced the existing support system. With increasing support cases and escalating responsibilities, managing the situation became a challenge. Employees found themselves spending valuable time triaging and handling support-related tasks.
To streamline and improve support quality, Fenix Outdoor AB partnered with valantic. Their objective was to implement a comprehensive service desk support system, serving as a centralized hub for all team members and taking the lead in visualizing, measuring, and improving the overall support experience.
”Working with valantic, we can now deliver a dramatically improved experience to our employees and end-users and provide amazing support that sets us apart from the competition.
Christian Bader, CIO Fenix Outdoor International“
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