Case Fingrid Datahub Oy: Better customer experience and a broader service offering

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Fingrid Datahub asiakastarina

Fingrid Datahub Oy, the electricity market information exchange system operator, needed an efficient and modern customer service system. The solution chosen was cloud-based Line Carrier Contact Center.

Datahub, managed and operated by Fingrid, is a centralised information exchange system for the electricity retail market, which aims to speed up the exchange of information between electricity market stakeholders and improve customer service for electricity users.

“Datahub contains up-to-date information about all 3.8 million electricity usage points in Finland. Our customers are Finland’s 80 electricity traders, 80 distribution network operators and a number of service providers and system suppliers”, says Minna Arffman, Director of Customer Relations at Fingrid Datahub.

At Datahub, we’re very happy with the Line Carrier Contact Center customer service system. The app improves Fingrid Datahub’s customer experience and service offering, and supports customer service development, reporting and efficient resourcing.

Our whole journey together has always gone extremely smoothly, from selection and design to deployment and post-deployment collaboration.

“Our whole journey together has always gone extremely smoothly, from selection and design to deployment and post-deployment collaboration,” Arffman says approvingly.

The system procurement and implementation process was carried out in collaboration with Line Carrier Oy and ASG – Advanced Solutions Group Oy.

Line Carrier Contact Center system improves Fingrid Datahub’s customer experience

The Datahub system went live on 21.2.2022, which means that the Contact Center project was launched with a clean slate.

“Our customer service operations started with the launch of the datahub. We needed a new service channel because we want our customers to be able to reach us seamlessly, in a way that meets their needs. Line Carrier Contact Center was selected as the solution using a competitive tender process,” Arffman says.

When we went live, we wanted to enhance the customer service experience and also offer a call centre channel.

The need for a call centre system arose from a desire to improve customer experience and serve customers better.

“The background to this was the longterm Datahub project, during which customers were served via a ticketing system. When we went live, we wanted to enhance the customer service experience and also offer a call centre channel.”

Deployment of the customer service system was successful in a short timeframe

System procurement is a long process that requires collaboration between the customer and the supplier. According to Arffman, this collaboration went very well.

“We’ve been very happy with the collaboration. It’s important to us that a service provider can develop a service package that meets both our needs and those of our customers. We’re very pleased with the approach of both Line Carrier and ASG and their ability to develop the service in line with our needs.”

Development requests and issues were discussed regularly during meetings.

“We have monthly collaboration meetings to go over the service and any comments, questions and development requests that have been raised. The opening of the call centre was new to us, and we’ve needed support at various stages. Expert help has always been provided very flexibly and quickly,” Arffman says.

We had a fairly tight schedule for service implementation, but it worked, and we stayed on schedule and in terms of costs. We felt that the process was very flexible, and the schedule was planned to suit customer requirements.

Deployment followed a jointly planned project schedule.

“We had a fairly tight schedule for service implementation, but it worked, and we stayed on schedule and in terms of costs. We felt that the process was very flexible, and the schedule was planned to fit in with customer requirements.”

Cooperation between supplier and customer ensures success

The collaboration is only just beginning, as the work doesn’t end with system deployment. Minna Arffman is full of praise for the post-deployment operations.

“At this point, we’re still in the early stages of collaboration, but we’ve been pleased with the way we’ve managed the customer relationship even after the launch. The collaboration works and we feel we’re being listened to. The service is being built and scaled to meet our needs.”

Line Carrier Contact Center brings many benefits to Datahub’s customer service operations, including a better customer experience, a wider range of services, workflow efficiency, and a broad range of development and reporting capabilities.

“The app has worked reliably and is an excellent tool. The call centre provides a new service channel for customers and improves customer experience.”

The app has worked reliably and is an excellent tool. The call centre provides a new service channel for customers and improves customer experience.

Datahub’s call volumes are moderate, but calls are often long and require the undivided attention of service advisers. The Contact Center app supports service level monitoring and reporting.

“In the call centre there’s a lot of exploratory work and calls are long. Reporting from Contact Center can help improve service times and efficiently allocate staff to customer service shifts. The volume and content of calls were pretty much in line with the forecasts made at the planning stage, so the service level has met expectations.”

Remote work also goes smoothly with the app.

“We also use a hybrid model and service advisors can work partly remotely. The app has worked well in both face-to-face and remote work.”

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