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Helping customers through the energy transition

Improving Fingrid’s customer experience is the most important aspect of Development Manager Rami Saajoranta’s work.

When I started working at Fingrid five years ago, my first job was to work out how to digitalise the workflows between customers and Fingrid in the My Fingrid service. The aim was to create a modern platform that could be further developed by adding new features and functionalities.

My Fingrid has made many operations quicker and easier. The service provides technical data, measurement and billing information, and reporting.

The manual phases involved in communication and data collection between customers and Fingrid have been eliminated. One example of this is outage plans, which were previously compiled in Excel spreadsheets, by phone and email.

Now, all customers need to do is fill in the information in My Fingrid, and the data is stored directly in our systems, so we can plan the customer’s process and ensure it goes as smoothly as possible.

I am currently developing Fingrid’s customer journey, which we use to identify the critical touch points, where we interact with our customers, or we could help them more. In the future, we will focus on improving them.

We carry out a comprehensive customer satisfaction survey once a year to find out what customers
think of our operations. We also collect feedback from people who attend our events, and we conduct
surveys among our stakeholders. The results of the customer satisfaction survey also form the basis for the remuneration of Fingrid employees.

My job allows me to see just how important Fingrid’s role is as a facilitator of the ongoing energy
revolution and help customers connect to the main grid.

Rami Saajoranta is Development Manager in Fingrid.


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