Technopolis Digitizes Customer Service

Technopolis is the leading provider of smart business parks in the Nordic-Baltic region, offering flexible and modern office space combined with supporting services. Technopolis wanted to enhance the way they serve their customers and offer new digital channels for their customers. A Business-Critical SharePoint solution called MyTechnopolis has improved the customer services and productivity across the company.

Technopolis wanted to modernize its service experience by enabling customers to easily access relevant information regarding their services and how to order and update them online. Previously, Technopolis needed to support all of its customers one on one via email, telephone, or face to face, as they lacked a real digital service channel.

“We did not have any digital service channels except for a simple static website. Basically we we’re serving all of our customers directly either face to face or via telephone or email. These channels are important but also very laborious compared to the customer mostly serving themselves through digital channels”, states Tommy Kankkonen, Development Director at Technopolis.

Business-Critical Solution on SharePoint

Technopolis made a strategic decision to concentrate all of their online services, including intranet, extranet, and internet services, on the SharePoint platform. Together with Blue Meteorite they created a portal called MyTechnopolis. Via the portal customers can easily find and order various services such as book a meeting room, order meeting services such as coffee and catering.

“We had to change our way of thinking a little when introducing the new business system”, explains Kankkonen. “The services and solutions provided had to be simplified in order to be provided through the digital channel. This meant that we had to rethink our business processes to be simple and straightforward for the customer to use. Now our processes have more clear inputs and outputs to our services. This mindset helped us a lot on following up on service quality. And now we can also get bigger benefits through economies of scale.”

Much more efficient process

Today digital self-service processes enable Technopolis customers to order services online. Due to a much more efficient process, customer services and lobby personnel save significant amount of time completing their work. Digitalization removed several manual steps from the processes. Kankkonen states that previously the input of two or even three people was needed for each service order. Now with the use of the digital channel, no human interference is needed in most of the cases, which helps reduce misunderstandings and manual errors.

New services that previously were not possible can now be offered through the digital channel, improving their competitive advantage. Working with digital services also helps improve their brand image, as customers today expect online services. The customer can choose their preferred service channel – whether it is digital, face-to-face, or via telephone.

“The digital self-service solution is in the very core of our business so we needed the solution to be agile. First we needed to catch the customer’s identity to our systems. After we have that we’re able to offer even new types of services very easily. Some of these services may be provided by our partners and were just exposing them through MyTechnopolis. We also let the customers manage their own user accounts so we do not even need to do that anymore.” says Kankkonen enthusiastically.

“In our field of business our new approach is also somewhat of a blue ocean strategy as our competitors do not yet have this type of digital services available. This is something we’re quite proud of.” finalizes Kankkonen.

Original, a bit longer story published a Microsoft case study here.