Digital service possibilities for foreign investors and entrepreneurs : Case study: Imatra Region Development Company Ltd.

Abstract

The main aim of this Master’s Thesis is contributing into development of customer-centric digital business advisory tools, which will help a business advisory companies around Finland to increase level of satisfaction of foreign entrepreneurs and investors, aiming to establish a company in Finland. The objective of the research included integration of the definition of digital transformation process in providing more customer-based processes in business advisory organizations. The research is to examine the ways in which Imatra Region Development company could manage the digital transformation and provide customers with better customer experience by using digital tools.

In the respected research the background study of theoretical background and case study were used, which allowed to examine the phenomena itself and to come up with recommendations for real-time conditions. Research of theory background in four main directions: digital transformation, customer-centricity, customer journey and experience management. Business advisory services are analysed in the study, as well for better understanding of the whole process. The purpose of the empirical research is to examine opinions on digital transformation from business advisor’s perspective, and also from foreign entrepreneurs and people interested in establishing own business in Finland. In order to examine the phenomena, both customers and business advisors were interviewed, and their opinions were analysed in this qualitative research.

The main empirical outcomes have proved findings, related to digital transformation process affecting customers’ journey and experience, proposed in theoretical part. Digital transformation of business advisory services in case of foreign entrepreneurs could be made to some point, not yet fully. The set of recommendations and guidelines are given as a result of this research.