Smart Work 2026: A Multichannel Model for International Business Advisory – In Person, Remote, and On-the-Ground
The Smart Work page presents everyday innovations and success stories developed by the employees of the City of Hämeenlinna.
In my work as the City of Hämeenlinna’s international business advisor, I have noticed that different customer groups need different kinds of accessibility and service formats. This led to the idea of a multichannel advisory model that combines in-person presence, remote service, and on-the-ground advisory services brought directly to customers.
We built a clear service path:
- regular office hours at our premises
- video consultations and phone calls for urgent and international matters
- company visits and event visits to deepen customer understanding.
Customer numbers and satisfaction have grown significantly. International customers find the service easier to approach, and the expansion of business networks has been considerable. The model is being further developed by making use of customer feedback and expanding the network to new language areas as well.
Developer
Oscar Shemari, International Business Advisor/Business Coordinator