We specialise in digital customer service development

Take your customer service to the next level

If you are looking for an experienced consulting partner to develop and digitize your organization’s customer service, you have landed to the right place.


We can help you improving your customer service utilizing modern Contact Center-, Service Desk- or CRM / Customer Engagement solutions across all contact channels online 24/7 in the web or mobile self-service or via traditional channels such as phone, email, chat, social media, video, etc. Or if you need knowledgeable partner to help you with workforce management, customer surveys, customer identification, online appointments or reporting best practices or solutions, please contact us. We also help you to automate your customer service processes using artificial intelligence (AI) and robotization (RPA) solutions.

Our customers are typically large or mid-sized contact center or service desk organizations operating in one or more of these industries in Finland or Nordics: Banking and insurance, information and communication, utilities, transportation and logistics, healthcare, retail, hospitality, media and public sector. Please see at the bottom of this page what OP Bank, Local Tapiola Insurance, S Group, VSP and Finnish Insurance Centre says about us. Few other customer examples are for example S-Bank, Savings Bank, Local Tapiola (insurance), Pohjantähti Mutual Insurance Company, Fortum, Sanoma, Hansel, Helsinki City and Kela (Social Insurance Institution of Finland). Example of smaller development projects are for example OmaSP, Menevä, Business Finland and HSY (Helsinki Region Environmental Services Authority) so we will help you with any size of customer service development projects.

We are vendor independent digital customer service experts and consultants with with extensive experience in various Contact Center, Service Desk and CRM / Customer Engagement solutions. We step into your shoes so we can support you to achieve your goals with our business and technical expertise and extensive knowledge of technology vendors and their local service providers.

Our typical customer project starts by evaluating your customer service organization’s current status and business needs, and defining a customer service strategy and/or roadmap for you.

Then we assist you to create a request for proposal (RFP) to acquire the necessary technologies to digitize your customer service. We evaluate the offers against your business needs and customer service strategy/roadmap and help you to select the best solution for your business needs at best possible price (we know local service providers pricing since we've executed tens of RFPs). we also help your experts in contract negotiations, as customer service solutions have their own important contract terms that you should cover.

Next, we follow the RFP phase by acting for example as your project manager or solution architect or customer service expert or service designer for the implementation project phase.

In the production phase, we can help you for example with service or concept design, customer service or CRM auditing service, integrations planning or AI-based customer conversation analytics (customer insight) with target to leverage your technology investments in full scale.

Your project can be small or large or vary in size over time – we always adapt according to our customer needs.


Please see our contact details below. Give Arto or Mika a call, or send us an email, and let’s discuss how we can help to improve your customer service. Or please chat online with Arto or please leave your contact info while our chat-service is closed. We’re sure that you will learn valuable things at our first meeting, and you won’t regret your contact with us. And don’t worry – we never charge for your first evaluation discussion.​​

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Mika Hakanen

CEO | Customer Service Architect

+358 400 831 771

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Jarmo Airamo

Customer Experience Architect

+358 400 439 033


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Arto Koponen

Partner | Customer Service Architect

+358 40 546 6678


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Jukka Vuoksinen

Solution Designer

+358 40 524 0700


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Juuso Ihalainen

Director, Customer Management

+358 44 757 4000


Marko Saha

Business Architect

+358 400 620 021


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Petri Salminen

Business Architect

+358 400 520 678


Esa Laukkanen

Customer Service Architect

+358 40 541 1184



Office location:

First Goal Oy

Lemuntie 8, 3.floor

00510 Helsinki, Finland

” Cooperation with First Goal experts has gone smoothly, and this has saved a lot of time.


Their expertise is not limited to customer service solutions, but they have been able to help us in the development of large ICT services as well.


Their experience and expertise are reflected in their everyday work. Warmly recommended."

LocalTapiola Insurance / Vuokko Laitinen, Director