Finavia

Customer understanding is the key to better customer experiences

The comprehensive overhaul of Finavia’s customer service channels supports the airport company’s goal to be the industry leader and deliver smooth airport experiences. The customer and employee experience improved significantly when the separate service channels were united under a single multi-channel system.

OBJECTIVE

Smooth customer experiences and better results

Twenty airports across Finland are under the ownership of Finavia. Over the years, the company’s customer service channels had been developed one system at a time. Eventually, the separate channels made it difficult to manage the big picture.

Finavia wanted to streamline their customer experience by improving customer understanding and their ability to respond to customer needs via multiple channels. They also sought to develop knowledge-based management by, for example, establishing a better view of customer feedback and the number of contacts.

“We want to continuously provide a better customer experience for our passengers. Customer satisfaction also reflects on our results”, says Hanna Hämäläinen, Head of Passenger Services and Development at Finavia.

SOLUTION

From channels-based operations to comprehensive customer interaction

Finavia wanted to hear their customers’ voices better. The solution was to combine Finavia’s service channels into one system and create a self-service portal to support customer service. Gofore’s project manager helped identify Finavia’s needs and find suitable systems with this goal in mind. The selected system was Freshdesk, which was integrated in stages to all of the existing channels.

Many of Finavia’s old systems were replaced by new ones. However, the biggest change was felt within, as the old channel-based operations gave way to a customer-centric and multi-channel service approach. To support these changes, Gofore facilitated the development of almost all of Finavia’s customer service processes.

“The project went really well in terms of the schedule, budget and functionality of the end result. Gofore played a major role in this. They found solutions that we would have missed”, says Hämäläinen.

The project went really well in terms of the schedule, budget and functionality of the end result. Gofore played a major role in this. They found solutions that we would have missed.

Hanna Hämäläinen / Head of Passenger Services and Development, Finavia

RESULT

Better customer experiences with time and cost savings

Finavia now has a multi-channel customer service system that brings customer interactions from all of the company’s channels into one place. The straightforward system helps Finavia deliver more customer-centric, efficient and higher-quality services and provide a better experience for customers and employees alike.

The new system allows Finavia to save money on system licence fees while the automation of manual work helps them save time along with the new self-service portal that reduces unnecessary contact. Furthermore, the new system provides valuable information for the management and decision-making, and it can be utilised in the allocation of resources, among other things.

“The project’s goals were absolutely met, and our solution was actually better than we expected. Our customer service and communication specialists can now serve our customers flexibly and in accordance with our service levels”, says Hämäläinen.

Project highlights

Objective

Finavia wanted to increase customer understanding and their ability to respond to customer needs via multiple channels with a system reform. The goal was to improve customer and employee experience and attain cost savings. They also wanted better tools for knowledge-based management.

Solution

In the project led by Gofore, all of the customer service channels were united under one system. The system supports Finavia’s needs, and it was gradually integrated into all of the service channels. A self-service portal was also created during the project. The implementation was a success in terms of schedule, budget and also the end result.

Result

A single, multi-channel system helps Finavia deliver more efficient and higher-quality customer service while also improving customer and employee experience. It also provides valuable information for decision-making and saves both time and money.

Case in numbers

5 separate channels brought together in one system
18.3 million passed through Finavia airports in 2023

EXPERTISE

The skills & competences utilised in the project

Project management
Change execution
Customer understanding
Communications
Market dialogue and procurement

Get in touch!

Ville Suvanto

Digital Society

ville.suvanto@gofore.com

+358 40 765 6158