Molok

Improving customer service with an after-sales concept

Molok Oy is a global market leader in deep collection systems for waste and a Finnish success story. The company has installed over 190,000 containers in more than 45 countries over the past 30 years. Millions of people around the world use this environmentally friendly, cost-effective  and time-saving system daily.

In the past seven years, the company’s operations have expanded to over 40 countries, making sustainability a strategic cornerstone of its business. In 2023, the company transitioned from the ownership of the private equity firm Vaaka Partners to the SULO Group, Europe’s leading provider of waste management solutions.

With internationalization, the company had accumulated successful case examples of after-sales services for products and waste collection points. The company recognized a growing market in Finland for more comprehensive maintenance services for waste collection points through these case examples. In the fall of 2023, Molok Oy launched a project to design and commercialize a Lifecycle Care Service for waste collection points. The company chose Kasvu Partners as a partner for the conceptualization, design, and commercialization of the service.

“We wanted to gain external insights and experience in developing the service business, and Kasvu Partners played a significant role in defining the concept. They brought new thinking and a systematic approach to service design that we wouldn’t have been able to achieve on our own. The entire project materialized into the description of Molok’s Care Service concept, which forms the basis for productizing and launching the services to the market.

The collaboration with Kasvu Partners worked excellently, and they knew how to challenge us when needed, while still respecting the customer. During the project, there were also changes to the overall content and responsibilities, which we were able to agree on flexibly, ensuring the project’s schedule was maintained. Overall, the project management was handled professionally, and the people involved in the project were very pleasant,” says Molok Oy’s CEO Marko Penttinen.