3stepIT Annual Report 2020 design review June 18 v2 - Report - Page 16
Our strategic priorities
Customer driven solutions
As we continue to grow, our strategy remains clear. We are proactively responding to
powerful external trends – digitalisation, remote working and sustainability. We have a
clear proposition to win in our chosen markets and are developing the capabilities we
need to secure our vision for a world that consumes technology more sustainably.
We take pride in providing businesses with simple solutions that have a big impact.
Our technology lifecycle management service helps business to take care of their
technology in three simple steps - acquire, manage and refresh. Our priority is
excellent customer service – no matter which solutions you need or which team
you’re working with.
In 2020, we have continued to prioritise our four strategic focus areas to deliver improved efficiencies,
growth and success across the business:
Customer driven solutions portfolio
Market leading end-to-end
ew and renewed products
Scalable business and IT Platform
Harmonise new and
existing markets to scale
I ncrease remarketing
capacity in Europe
Powerful execution in all markets
Grow existing countries
Deliver partnership plans
and exploit international
Prepare the organisation
for the future by
continuous learning and
oster 3stepIT´s values
ttract new talent and
acquire new skills
In 2020, we continued our focus of digital transformation, upgrading and automating our processes to ensure customers
get exactly what they need, hassle-free. The pandemic had a big impact on the way the businesses we work with use
technology, so we tailored our solutions to meet those changing needs.
The voice of the Customer
At 3stepIT, the customer always come first, and we know
that the businesses we work with understand their own
IT needs better than anyone. We wanted to capture that
wealth of knowledge to improve our service, so in 2020,
we hosted our inaugural Customer Advisory Board.
The launch event brought together senior decision
makers from our top accounts, as well as some of the
industry’s leading thinkers, to discuss the big issues
facing businesses today. The group analysed three topics
– economic trends, sustainability and digital working.
Guest speakers included Annika Winsth, Chief Economist,
Nordea; Louise Koch, Global Corporate Sustainability
Director, Dell; and Richard Potter, Chief Technology
Officer, Microsoft. The event received positive feedback
from all attendees and has given rise to a number of
strategic insights, which have been built into an action
plan to be implemented throughout 2021. Our Customer
Advisory Board will be convened annually to ensure we
are growing in line with our customers’ expectations and
developing our product road map in line with their needs.
In 2020, we issued our annual customer survey in Finland,
followed by Denmark, Norway, Sweden. These returned
excellent NPS (Net Promoter Scores), of +62 Finland and
+26 average for Norway, Denmark and Sweden. In 2021,
we plan to run a single survey across the Nordic region to
gain deeper customer insights and establish a performance
benchmark to help identify key areas for improvement.
New Product Management
At 3stepIT we have a proud history of innovation. We’re
entrepreneurial, nimble and customer focussed. We have
great people in our team, with big ideas. Building on this
culture, in 2020 we established a new Commercial Product
Management Organisation, responsible for developing
and managing the roadmap for customer facing services.
The team’s work will be based on market needs and
business priorities, using an agile delivery model to
execute our product roadmap.
3stepIT’s Head of Commercial Product
Management, Tapio Ranta, said,
Acting as the bridge between
customer, business and technology,
our aim is to offer the best possible
experience for our customers and
deliver the greatest value for 3stepIT,
by ensuring our processes are
standardised and we’re able to scale
3stepIT’s Chief Commercial
Officer, Jason Skidmore, said,
The process around disposal of IT equipment helps us ensure
that we as a business reduces the environmental impact. This
process was the reason why we chose 3stepIT in the first place.
Dahl Madsen, CFO, Holm & Halby
We are here solely to serve our
customers, to provide them with an
unrivalled customer experience and
world class Technology Lifecycle
Management solutions. We believe
the best way to do that is to listen
and respond, developing our service
offer in line with their needs.