Nivos Energia, a Finnish energy company, has one feedback channel for all products and services
Many organizations both in private and public sector use Trimble Feedback for receiving, processing and managing feedback. The web application utilizes geographic information and opens a channel for citizens to report issues (e.g. broken street lights and trees fallen onto power lines), ask questions, make development proposals, and even express gratitude. There is no shortage of topics.
Nivos Energia, a Finnish energy company, expanded the use of Trimble Feedback rapidly after deployment. At first, it was planned that the application would provide a feedback channel for the company’s network business. It was soon noticed, however, that the interactive feedback service was well suited for the company’s other products and services too.
“The solution is now in use throughout our company,” says Jarno Virtanen, Managing Director at Nivos Palvelut.
Nivos is an innovative company offering its customers versatile energy solutions: electricity, district heating, natural gas, and contracting services. The products range from broadband connections to energy efficiency services.
Since the adaptation of Trimble Feedback, the customers of Nivos have been able to give feedback on the company’s website at any time or day. Comments and questions can be related to, for example, installation services, contracts, billing, non-emergency issue reporting, and network construction.
When submitting feedback, it is not necessary to know the exact subject area the issue is related to. Feedback can be submitted, for example, on construction sites based on location.
The current procedure is that we forward feedback to the municipality. Furthermore, all feedback related to network construction should go directly to the relevant contractor, as this would make the flow of information faster and more efficient,” states Virtanen.
The aim is to include Trimble Feedback as part of project communications. The possibility to utilize the feedback service in network and infrastructure construction projects is also being examined.
“Each project could have a separate section on the feedback service, where we could share project related information, and the customers could leave comments.”
This is possible because Trimble’s application is map-based. For example, construction projects can be shown on the map on the feedback service. Photographs, plans, and conceptual images can also be uploaded to the service.
“The feedback service would also enable providing information on the areas cleared of electricity networks and displaying the related works on a map.”
Trimble Feedback brings clarity
“One reason to acquire Trimble Feedback was that we now have a one place to receive, process, and archive feedback,” says Virtanen.
Previously, feedback was submitted through an electronic form, received by Customer Service, and then manually forwarded to the relevant person. Today, feedback is automatically directed to the person responsible for the issue.
According to Virtanen, also feedback received through other channels gets recorded on the feedback service.
“This way, we can monitor feedback processing times, as the solution shows response times. We want to be a service-oriented energy company.”
Whoever submits feedback can choose whether their feedback is public or private. Everybody has access to public feedback, the related responses, and response times.
“We haven’t looked into the matter in detail, but the impression is that the number of phone calls to our Customer Service has decreased.”
Modifying to meet the needs
At Nivos Energia, the same solution is used as a feedback channel for the entire company. So, how well does the application work for all the different products?
“The application has proved to be suited for extensive use, and allows us to modify the structure according to our needs.”
“The most challenging part was at the beginning of the project, when we had to figure out how to make the feedback service as customer-friendly as possible. On the other hand, the end part was smooth because of the excellent foundation work.”
