Customer Name: FIM GROUP Industry: Finance Country: Finland Number of employees: 200 Business Impact • Clients now have easy access to experts based in branches across Finland. • Infrastructure managed in-house supports continued growth of video usage. • Interoperability of equipment enables links with external parties

1. Finance Company Improves Customer Service
Customer video links add value for FIM Group.
Customer Name: FIM GROUP Business Impact
Industry: Finance • Clients now have easy access to experts based in branches across Finland.
Country: Finland • Infrastructure managed in-house supports continued growth of video usage.
Number of employees: 200 • Interoperability of equipment enables links with external parties.
Case Study
Business Challenge Previously, the company used a managed video
Headquartered in Helsinki, FIM Group provides investment, conferencing service, with equipment and the network
savings and asset management services to customers infrastructure provided by an external supplier. “We were
across Finland. Incorporating FIM Bank and FIM Asset paying by the minute for video links, and this cost model
Management, the company has branches in Jyväskylä, would prove expensive with the increased usage that we
Kuopio, Lahti, Oulu, Tampere and Turku. were anticipating,” says Hult. “It was clear that we needed
to take the management of our video conferencing solution
in-house.”
FIM Group is a long-established user of video conferencing,
originally implementing the technology at its offices to
reduce the costs associated with staff travelling between Solution and Results
branches. However, in line with the company’s “customer FIM Group approached Cisco® partner Atea for assistance “We wanted to enable clients to discuss
first” motto, FIM Group now wanted to use video links to in implementing a solution of its own. “What sets Atea apart
improve the quality of its customer service. their asset management requirements
from its competitors is the company’s professionalism,” says
Hult. “The expertise of the Atea team is impressive, and we with the consultant who has the most
also trust the Cisco TelePresence products that they offer.”
relevant expertise, regardless of their
“We wanted to enable clients to discuss their asset
management requirements with the consultant who has the location.”
most relevant expertise, regardless of their location,” says Atea supplied a comprehensive Cisco TelePresence®
Mika Hult
Mika Hult, CIO of FIM Group. “Video conferencing would solution, incorporating video terminals, management CIO, FIM Group
make this possible, without the need for travel between software, two video communication servers, a bridge and a
branches.” storage server. The video conferencing experts also trained
IT staff on basic maintenance of the equipment.

2. Finance Company Improves Customer Service
Continued
Case Study
To help ensure a smooth and hassle-free transition, Atea Interoperability with third-party equipment also helps ensure
deployed the new solution in parallel with the existing one. that FIM Group’s video conferencing solution can connect
“There was a client event within two days of the installation to equipment from a variety of different suppliers, enabling
so it was critical that the solution was up and running without routine meetings with external partners. And FIM Group
any issues,” says Hult. “However, the implementation was a looks set to continue its expansion of video conferencing
success, and everything went well.” usage with a number of planned projects, including
integration with Microsoft Office software.
Video conferencing equipment is now used regularly for
client events and smaller customer meetings, as well as “I estimate that in the near future, our usage of video
internal company briefings involving staff across different conferencing will at least double and perhaps increase by as
branches. With high-definition images and interactive much as fivefold,” says Hult. “Without doubt, it is helping us
functions, the user experience is a clear improvement on the to work more efficiently to offer unrivalled customer service.”
company’s previous video conferencing solution.
According to Hult, the video conferencing service is an
important part of FIM Group’s client work. “As an employee-
owned company, we take pride in the personal connections
we have with our customers,” says Hult. “Video conferencing “Video conferencing helps clients to feel
helps clients to feel that they are interacting with real people,
that they are interacting with real people
and this has been very well received.”
and this has been very well received.”
Mika Hult
CIO, FIM Group
To find out more about Cisco TelePresence, go to
www.cisco.com/go/telepresence
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