The IT industry has faced uncertainty about the future, with dramatic measures affecting personnel. However, Nitor has continued its confident stride. The company's commitment to delivering uncompromising quality and cultivating long-term customer relations has kept Nitor’s customer experience rating at the top of the industry.
Over the last ten years, Nitor has consistently worked on cultivating stronger client relationships, deepening its insight into customer needs, and improving its internal processes. This has ensured Nitor is in the top spot in the industry.
“We have successfully built consistent annual growth through careful planning. Our recruitment strategy emphasises the long term, our delivery organisation runs efficiently, and we have invested in long-term strategic partnerships. All this has increased our resilience to market fluctuations. Thus, the number of Nitoreans has also continued to grow,” outlines Olli Auvinen, CEO of Nitor.
Growth in the industry was rare last year. Due to the uncertain market situation, the software developer shortage was replaced by the burden of change negotiations and even lay-offs. The competitive landscape is expected to stay intense throughout 2024, although there have been indications of a positive turn in the sector.
However, the demand for experienced experts remains strong. Nitor continued its growth in 2023 and in the first half of 2024 as well. Overall, in 2023, Nitor's revenue increased by 8.34 per cent from the previous year to 40 million euros. While many industry players focused budgetary constraints on personnel and office space, Nitor invested in a new office in downtown Stockholm as part of its international growth strategy. Last year's most significant increase in demand was in artificial intelligence, cloud services, and e-commerce.
Nitor's reputation as a stable and reliable partner positively impacted its ability to secure new clients. The turnover of Nitor's Swedish office also grew by 50 per cent in 2023.
“I wouldn't name a single reason for our successes, but our valued long-term partnerships, our efficiency in acquiring new clients, and our committed work on employee experience and competence development are all key factors,” Auvinen continues.
According to market research, companies have increasingly focused on efficiency and maintaining existing services instead of growth. However, investments in digital transformation and sustainability continue to grow.
A healthy corporate culture is the cornerstone of exceptional customer experience
Nitor commissions an annual customer survey from the independent business analysis company Onway. The study utilises in-depth interviews and online surveys. The analysis aims to reveal insight into customer experience regarding provided services and consulting, as well as the brand experience.
The Onway survey shows that Nitor has been best-in-class since 2012. According to the latest analysis, the Net Promoter Score (NPS) was exceptionally high, standing at 81. Nearly fifty per cent of respondents consider Nitor a strategic partner. The Digital Engineering Company has consistently achieved outstanding customer satisfaction results for over ten years running. Meanwhile, the company has seen its business grow over sixfold.
“We have a continued success rate in providing an excellent customer experience. Maintaining this high level is always a challenge, one we gladly accept year after year. This year’s results showed a significant improvement in every category. Nitoreans are genuinely interested in helping our clients and finding the best possible solutions for them. The numbers indicate we have succeeded here,” Auvinen says.
Comprehensive industry insight, internal staff development, and deepening the understanding of client needs all require the development and maintenance of skills at both the micro and macro levels. Nitor monitors customer needs closely, allowing for agile recruitment alignment to meet both industry developments and client needs.
“There are as many answers to the question of the perfect customer experience as there are customers, but I would contend that the key to success is the ability to meet client’s needs with reliable and high-quality services that can be developed and expanded further. This requires competent and steady hands,” Auvinen states.
In terms of Nitor's growth prospects, market trends predict interesting opportunities. Increasingly high demand for utilising AI, investments in data infrastructure, and composable commerce are undeniably hot topics at the moment. Consequently, the company has invested in further developing its offering and new technology research and development this year. In addition to understanding the changing market trends, it is crucial to have insight into enhancing the efficiency of business-critical operations and a commitment to improving services for long-term customer relationships.
“Even when troubled voices from other industry players about the uncertain future of the industry reach our ears, we remain focused on long-term work. I am happy to note that our clients are also willing to invest in long-term cooperation and strategic partnerships,” Auvinen concludes.