In PCB manufacturing, communication and coordination are just as important as technical expertise. Between quotation requests, documentation, production schedules, and deliveries, many moving parts must work together smoothly.
At Aspocomp, the Customer Service team plays a central role in keeping that process transparent and efficient. Acting as the daily link between customers and the factory, the team ensures that information flows clearly and that projects progress as expected from the first quotation to final delivery.
“From the customer’s perspective, we are often the main contact point,” says Maria Pasanen of Aspocomp’s Customer Service team. “We receive the RFQs, prepare quotations, handle the orders, and follow them all the way until the boards are shipped.”
By coordinating closely with sales, production, and technical experts, the team helps ensure that customers always know what is happening with their orders.
One Contact, Clear Communication
One of the cornerstones of Aspocomp’s customer service model is that every customer has a dedicated contact person. This approach creates continuity and simplifies communication.
“It’s beneficial that customers can communicate through a single contact,” explains Antti Ahola. “They receive consistent service and know exactly who to reach out to.”
For customers, this approach reduces complexity. Instead of navigating different departments, they can contact the same person who understands their projects and requirements.
Over time, this relationship builds familiarity that improves efficiency.
“When customers are assigned to specific team members, you gradually learn how they operate,” says Kirsi Mäkiniemi, who has worked at Aspocomp for over two decades. “You understand what kind of information they need and what matters most to them.”
This familiarity helps the team anticipate customer needs and respond quickly when questions arise.
Close to the Factory – Faster Answers
Aspocomp’s Customer Service team works directly at the company’s Oulu factory, giving them immediate access to production information.
Because of this proximity, they can often provide updates faster than teams working remotely from the manufacturing site.
“We’re here at the factory, so sometimes we can access information more quickly,” Pasanen says. “That means we can also inform the customer faster.”
This direct connection between customers and the production floor allows the team to monitor orders closely and maintain transparency throughout the process.
“We’re essentially the link between the factory and the customer,” adds Pyry Alanen, the newest member of the customer service team.
From RFQ to Delivery
The Customer Service team is involved in projects from the earliest stages of cooperation.
When customers send quotation requests, the team coordinates the internal process required to evaluate the request and when everything is clarified, then prepares the offer.
“If the quotation is accepted, we take the order forward and ensure it moves through production,” Pasanen explains.
Throughout the process, the team monitors schedules, communicates updates, and ensures that documentation and specifications are handled correctly.
Their work continues until the finished PCBs are ready to ship.
“Once the boards are completed, we inform the customer that the delivery is on its way,” Pasanen says.
Coordinating Complex Processes
PCB manufacturing involves several internal teams, including production specialists, technical support engineers, and sales representatives. Customer service helps coordinate communication between these groups and the customer.
The team also works closely with Aspocomp’s manufacturing partner network, ensuring smooth coordination between different production sites.
“I mainly handle the partner manufacturing side,” says Seija Rajahalme, who has been with Aspocomp for 14 years. “The process is similar, but it involves coordination with external suppliers.”
Regardless of whether the project is manufactured in Oulu or through external partners, the Customer Service team ensures that customers receive clear and consistent communication.
Experience and Fresh Perspectives
Aspocomp’s customer service team combines decades of experience with new perspectives:
- Kirsi Mäkiniemi has been with Aspocomp since 2004 and is the team’s most experienced member, bringing more than 20 years of knowledge about customers, processes, and PCB manufacturing.
- Seija Rajahalme, who has worked at Aspocomp for 14 years, focuses particularly on partner manufacturing and coordinating related international logistics.
- Antti Ahola joined the team five years ago and works closely with customers to ensure orders move efficiently through the production process.
- Maria Pasanen has been part of the team for about three years and manages her own group of customers, supporting them throughout the order lifecycle.
- Pyry Alanen, the newest member of the team, recently joined Aspocomp and quickly became part of customer service supporting communication and order coordination. He joined the team while Kati Häikiö, also part of the customer service team, is currently on parental leave.
Together, the team provides a combination of deep experience and fresh energy that helps maintain reliable service for Aspocomp’s customers.
Transparency as a Service
In industries where PCB performance, delivery reliability, and documentation are critical, transparent communication becomes a key part of the customer experience.
Aspocomp’s customer service team ensures that customers always have a clear view of their projects.
Pyry Alanen also highlights how the role of customer service is evolving as new tools improve efficiency:
“AI tools can help automate some of the manual tasks in the future,” Alanen says. “That means we can spend more time focusing on what really matters: serving customers and supporting their projects.”
By acting as the daily bridge between customers and the factory, the team helps keep PCB projects on track, ensuring that communication remains clear, timely, and reliable throughout the entire process.
Planning your next PCB project?
Contact Aspocomp’s technical team to learn how early support can save time, reduce costs, and improve product reliability from design to delivery.