Toshiba Tec Nordic is a company specialising in print environments and data management solutions, operating in Finland, Sweden, Denmark and Norway as part of the global Toshiba Group. The company faced challenges in increasing sales, as it was largely dependent on price competition in the industry. Toshiba Tec Nordic wanted to develop their sales and customer relationship management in a holistic way and were looking for a partner who would understand their business and customer needs in depth.
Why did Toshiba Tec Nordic choose Voitto Group?
Toshiba Tec Nordic chose to work with Voitto Group because they appreciated Voitto Group’s ability to dig out the real challenges – not just in the sales processes, but in the culture of the company. Voitto Group differentiated itself from its competitors by focusing on customer insight and using it to drive business development.
Harri Salokangas, Sales Director at Toshiba Tec Nordic, sums it up: “Voitto Group was the only one who understood that the sales challenges were not only limited to processes, but that a change in the whole company’s operations and culture was needed. They focused deeply on improving customer insight across the business, which helped to create a more customer-centric environment.”
Approach
Voitto Group’s approach to Toshiba Tec Nordic’s challenges was based on a deep understanding of the customer. The collaboration started with a comprehensive customer insight mapping exercise to identify the company’s customer-centric development areas. This mapping went much deeper than just sales processes – it deepened the understanding of the company’s culture, competencies and ability to deliver value to its customers.
“Voitto Group was able to identify where our customers’ real needs were, rather than settling for superficial answers. They dug deeper and found the real development needs that we hadn’t noticed before,” says Harri Salokangas.
Business transformation
With Voitto Group, Toshiba Tec Nordic transformed its product sales organisation into a solution sales organisation, putting the needs of the customer target group at the centre of everything. This involved a major change in the organisation’s practices and culture.
“Thanks to this transformation, we not only improved our sales processes, we were able to change the mindset of the entire company. Our new approach focused on the real needs of our customers, which led to significant improvements in all areas of the business,” says Harri Salokangas.
The role of customer insight in change
Based on this deep understanding of the customer, a new, people-centric sales and customer development playbook, the “Toshiba Way”, was developed. This approach emphasised openness, a solution-oriented approach and an understanding of customers’ real needs.
“The Toshiba Way enabled us to build a business model that put the needs of our customer target groups at the centre. This change not only improved our sales, but also significantly strengthened customer and employee satisfaction,” Harri Salokangas sums up.
Result
Toshiba Tec Nordic’s transformation from a product sales organisation to a solution sales organisation led to significant results. The company achieved growth in sales, personnel and customer satisfaction, which has enabled continued development and success even in challenging market conditions.
“Staff satisfaction was definitely the driver of the sales growth. When the staff are up and running and come to work with a smile on their face, a lot of things are made easier. The tools and operating models offered by Voitto Group will enable us to systematically develop our operations in the future,” says Harri Salokangas.
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