3stepIT Annual Report 2020 design review June 18 v2 - Report - Page 27
Happy customers, happy team
From the outset, 3stepIT Finland had a clear and simple
strategy for 2020.
The aim was to grow existing business
areas, with improved efficiency and
profitability; and to embed a new business
development team, focused on delivering
new products and services for our
customers. Underpinning this was an
unwavering focus on customer centricity.
Every decision was made through the
lens of the customer and their business
requirements. This strategy saw us
achieve an outstanding Net Promoter
Score of 62 in our annual customer
survey, recognition of the deep trust we’ve
established with the people we work with.
“Our NPS of 62 was a crowning
achievement for 2020 and
something we are incredibly
proud of,” said Mika Enberg,
Finland Country Manager.
“At a time when the world
was changing so quickly and
circumstances were rapidly
shifting for every business, we were
uniquely placed to be able to help our
customers react and plan a way forward.
Our teams prioritised being adaptable and
flexible where possible, so we could be
there for our customers and find solutions
that met their changing needs”
3stepIT Finland saw increased demand
for the REstepIT service, which grew
by over 40% in 2020. We produced over
220,000 units in our remanufacturing site,
preventing these devices reaching landfill
and helping to address the market need
for used technology.
We also saw the continued growth of an
emerging part of the Finnish business,
which supports hospitals and other
medical institutions to acquire and
manage medical technology. 2019 was
a foundational year for developing our
strategy in this area, and we delivered
solid growth throughout 2020.
“Many medical administrators
are realising the value of an asset
management system that offers a high
degree of visibility and control over
mobile medical devices. Our technology
lifecycle management solution meets
this need, while freeing up cash flow
for critical investments. Devices can
be regularly refreshed with the latest
technology, so the best health outcomes
can be achieved,” Mika Enberg said.
3stepIT Finland continues to operate in a
mature technology market. In this context,
we have focused our growth strategy
on winning and retaining enterprise
accounts that, at times, require complex
IT solutions. Our business development
team has been tasked with ensuring our
product roadmap meets the commercial
requirements of these large organisations
and we are able to react quickly when
bespoke solutions are required. This
attention to detail and focus on customer
service excellence saw 3stepIT Finland
acquire over 100 new customers in 2020.
“Despite the uncertainty, we have
ambitious targets for growth over the
next 12-24 months and we are confident
that our customer focus, best-in-class
solution and industry leading team
ensures we are in the best position to
achieve them,” Mika Enberg said.
Supporting the public sector
with sustainable IT management
2020 was a challenging year for organisations across Norway.
When the pandemic hit it sent shockwaves across the country,
as many businesses were either forced to shut down or adapt
suddenly to remote working.
“We knew that we needed to act
quickly to support our customers,
many of whom are long-term
partners in sustainable IT
management. In many cases,
we were able to supply the
technology that made digital
transformation possible when
businesses needed it most,” said Peer
Velde, Norway Country Manager.
From the outset, the 2020 strategy for
Norway had been to focus heavily on
growing our public sector business,
and this objective remained in place
throughout the year. With great
uncertainty in the private sector, public
customers provided stability, with more
than half of our business coming from this
segment. We were able to support many
Norwegian schools with the challenging
but crucial shift to remote learning.
Working with our education partners,
3stepIT supplied tens of thousands of
iPads to students across the country.
“With remote learning now proved
possible and effective, we expect this
area of our business to grow, as schools
increasingly rely on technology to support
education. We’re also proud to work with
many of Norway’s biggest universities,
including Oslo University, who are all
seeking a more sustainable and efficient
IT-environment,” Peer Velde said.
The health sector was another important
area of growth for Norway, with the
medical equipment business doubling
in 2020. We formed a partnership with
Helse Midt-Norge RHF, a state-owned
regional health authority responsible for
operating hospitals in the counties of
Nord-Trøndelag, Sør-Trøndelag and Møre
og Romsdal. 3stepIT helped hospitals in
the region to acquire medical equipment,
including MR-scanners, CT-scanners and
other electronic equipment.
“As the health sector continues to face
budget constraints, Norway’s medical
industry has started to make the shift
away from traditional cash ownership.
This new approach provides access to
world class equipment, regular renewal
options, and support with in-life
management, while ensuring capital
funds are available for critical investment
needs. This is a trend we expect to see
continue over the coming years,” Peer
The mass shift to remote working in
Norway also placed 3stepIT in a unique
position to support customers with the
newly rebranded REstepIT service. While
demand for mobile IT equipment was
on the rise, large volumes of desktop PC
and other stationary devices had become
redundant overnight, and customers
needed support to responsibly and securely
manage this out of their business. Many
benefited from the cash injection the sale
of this old equipment provided, using it
to contribute towards the shift to mobile
devices during the crisis.
On the supply side, demand for
refurbished IT skyrocketed, and sales in
this area doubled against 2019. We hired
additional warehouse space to manage
the demand and were able to employ
seven new team members to join our
refurbishing team. Later in 2021, we will
move to a new facility that caters to the
growing demand for this service.
The strategic decision to focus on the
public sector portfolio and the growing
demand for sustainable IT solutions
resulted in a 16% increase in total revenue
for Norway in 2020, with a total of 66.5
million euros recorded for the year.