DNA and GoExcellent agree on a business transfer

The number of employees at DNA will grow by more than 470 when the personnel responsible for DNA’s customer service transfer over from GoExcellent and become DNA employees. With the transfer, roughly every third DNA employee is an expert in customer service.

The business transfer agreement between DNA and GoExcellent resulted from the renewal of DNA’s strategy and the acquisition of Helsinki Metropolitan Area broadband and television services operator Welho in 2010. In this process, DNA gained strong customer service competence of its own.

‘We thank GoExcellent for an excellent job – we have Finland’s best customer service response times. Situating the entire customer service function within the DNA organisation was a clear outgrowth of our current strategy in which having an extensive interface with customers plays a major role. We are now able to integrate customer service highly effectively into other functions that are critically important to customers, such as sales and technology,’ says DNA’s President and Chief Executive Officer Riitta Tiuraniemi.

‘This proves the strength inherent in outsourcing of services: the ability to be flexible in changing situations. Over the past five years, we have developed DNA customer service to the point where it is now at the top of its industry. From this starting point, DNA can now continue to redirect its operations in a controlled manner. We believe that in this changing situation, the jointly found solution is the best one possible also with regard to our employees who work in customer service. Their valuable experience and high standard of competence continue to be available to DNA’s customers,’ says the CEO of GoExcellent Group, Terje Andreassen.

DNA and GoExcellent have agreed to continue customer service operations without interruption, despite the transfer. The people transferring over from GoExcellent will come to DNA with the status of existing employees.