Navigating the bustling world of customer expectations is no small task. More channels, more demands and more complexity bring up the challenge for organisations to keep up. This is where IT optimisation comes into play - a transformational process essential for sustainable growth and the future of CX.
As one of the highlight sessions during Elevate Virtual, Markku Vihavainen, Service Manager at Fortum, joined Puzzel’s CMO Gabi Warren, giving exclusive insights into how Fortum went on to streamline its contact centre and sales operations, ensuring maximum operational efficiency and customer satisfaction.
Fortum – a leading Nordic energy company
Serving over 2.4 million customers across the Nordics, Fortum is on a clear mission to deliver clean energy that supports the well-being of people, the needs of societies, the success of businesses and the diversity of nature. Their goal is to deliver best-in-class energy, when needed and at scale, to their customers across the region.
But as the company grew and expanded in the Nordics, it became clear that their IT setups and systems needed to evolve to keep pace with increasing demands. They recognised that to meet modern customer expectations and remain competitive, optimising their operations was a must-do.
The importance of streamlined operations
Markku begins by captioning the importance of IT optimisation with a single word: necessity. He explains that it’s not just about simplifying the IT landscape but about creating a unified environment where processes can be optimised, costs reduced, and customer satisfaction improved.
Over the years, Fortum had acquired several companies, each bringing different systems like telecom and NPS systems, and each measuring different aspects of customer interactions. He painted a picture of how things used to be—each department operating independently, with its own systems and processes. This setup threatened service agility and effectiveness, highlighting the need for a unified, agile framework that enhances both customer service and internal processes.
Fortum’s goal was clear: To unify solutions and harmonise internal processes, ultimately delivering better customer experiences.
The journey towards operational excellence
Fortum set out to bring together their systems and streamline how they work with suppliers across all their markets. With approximately 2.4 million customers and a similar volume of inbound contacts, it was no small task. They systematically reviewed each system and setup, engaging relevant stakeholders from each department. Throughout the process, they always kept the customer experience in mind, ensuring every adjustment and improvement would benefit their customers.
Markku explains some key lessons for businesses looking to embark on their own IT harmonisation journey:
- Unified vision: A clear and shared vision across departments is essential to drive the harmonisation process.
- Stakeholder engagement: Engaging all stakeholders early and continuously ensures alignment and smooth implementation.
- Incremental approach: Tackling harmonisation in phases can help manage complexity and mitigate risks.
- Customer-centric focus: Always consider changes from the customer’s perspective to ensure enhancements truly benefit them
Elevating customer experiences through IT optimisation
Markku highlighted that the goal of IT harmonisation is for these systems to function so effectively that they become almost invisible in their operation, allowing the business to focus on delivering value to customers.
By standardising systems and processes, Fortum didn’t just boost operational efficiency—they also took customer service to the next level. This transformation demonstrated that IT harmonisation isn’t just about being efficient; it’s about enhancing customer satisfaction.
In today's digital world, companies like Fortum show us why IT harmonisation is essential for navigating the complexities of modern business. It's not just a way to streamline operations but a strategic move that drives growth, boosts performance, and keeps customers happy.
As Fortum continues on their journey to deliver exceptional CX, their message is clear – harmonising internal systems and processes is key to delivering better experiences.
Did you miss the session with Markku at Elevate Virtual? Watch the recording here.
