This article is part of a series focused on our value work, through which we are introducing the shared values of the ACG to Division Fidelix. During the spring, summer, and autumn, we will explore these values more deeply through culture workshops, focusing on how values are reflected in our daily work and everyday actions.

We deliver.

In this article, Business Director Ilkka Vähämöttönen shares how the value “we deliver” is reflected in our everyday work as part of a customer-centric approach.

At Fidelix, customer-centricity is not just a principle – it’s at the core of every workday. We must understand the customer’s needs and aim to exceed expectations. Doing what we promise – and often a little more – is visible both in the field and in customer interactions.

Our most important asset at Fidelix is our multi-skilled professionals. Expertise, a solution-oriented mindset, and a willingness to collaborate are key reasons why customers keep coming back. Smooth cooperation and effective communication are part of customer work daily – in long-term partnerships like the one with Kesko, as well as in new digital solutions that enhance the customer experience.

The demand for our services has grown significantly, and today we deliver comprehensive solutions to many clients – including digital services, maintenance, and support. At the same time, the need for cross-departmental collaboration has increased – from the customer’s perspective, we are one company.

Improving customer-centricity is an ongoing journey. Right now, the focus is on strengthening collaboration between different units and ensuring that customers receive fast, clear, and consistent service. The goal is to create operating models that seamlessly integrate both internal and external customer perspectives.

Ilkka emphasizes that Fidelix’s employee value proposition, “we like getting things done,” doesn’t mean rushing – it’s about having the courage to make decisions, trust in your expertise, and follow through. “Top professionals are driven to solve problems – and that’s where the sense of accomplishment comes from.”

The freedom to work independently allows space for creativity, while responsibility guides us to do things the right way – for the customer. That’s why customer-centricity isn’t just a goal for us – it’s a way of working.