IQI is acquiring First Goal to enhance its digital customer service capabilities, aiming for significant growth and increased turnover.

Target Company Overview

First Goal, established in 2007, is a consulting firm specializing in the development of omnichannel customer service and enhancing customer experience. The company focuses on assisting organizations in building their customer service functions, encompassing everything from initial planning to full implementation. By utilizing contact management and CRM solutions, First Goal aims to optimize service delivery to clients, their employees, and customer service processes. With a turnover of approximately EUR 1.6 million and a workforce of 11 employees, around 80% of its clientele is derived from the financial sector.

Industry Overview in Finland

The customer service industry in Finland is undergoing significant transformation, largely influenced by advancements in digital technologies and artificial intelligence. Businesses are increasingly recognizing the importance of integrating sophisticated customer service solutions to enhance client interactions and drive loyalty. The demand for digitalization and automation within customer service is growing, as organizations seek to improve efficiency and service quality.

This shift is particularly pronounced in sectors such as finance, where regulatory demands and customer expectations are aligned with technological innovation.