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Many organizations both in private sector and public administration use Trimble Feedback for receiving, processing and managing feedback. The geographic information based web application opens a channel for the company’s customers to say thank you, ask questions, make development proposals and report broken street lights or trees fallen onto power lines. There is no shortage of topics. Nivos Energia, a Finnish energy company, expanded the use of Trimble Feedback rapidly after it was first adopted into use. 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 suitable for the company’s other products and services too. |
"One reason to acquire Trimble Feedback was that we obtained a clear place to receive, process, and archive feedback." |
“The application is now used throughout our company,” says Jarno Virtanen, Operations Manager at Nivos Energia.
Nivos Energia is an innovative company offering its customers versatile energy solutions: electricity, district heating, gas, and contracting services. The products range from broadband connections to energy efficiency services.
Since the introduction of Trimble Feedback, the customers of Nivos Energia have been able to submit online feedback on the energy company’s products at any time of the day. Comments and questions can be related to, for example, installation services, contracts, billing, non-urgent error notifications, and network construction.
When submitting feedback, the customer does not need to know which business area the issue concerns. Feedback can be given, for example, on building sites based only on location.
Nivos Energia is an innovative company offering its customers versatile energy solutions: electricity, district heating, gas, and contracting services. The products range from broadband connections to energy efficiency services.
Since the introduction of Trimble Feedback, the customers of Nivos Energia have been able to submit online feedback on the energy company’s products at any time of the day. Comments and questions can be related to, for example, installation services, contracts, billing, non-urgent error notifications, and network construction.
When submitting feedback, the customer does not need to know which business area the issue concerns. Feedback can be given, for example, on building sites based only on location.
Feedback channel as a part of project communications
The feedback service has also other uses. “The plan is to have feedback on street lights go directly to the municipality responsible for the issue. The current procedure is that we forward feedback to the municipality. Furthermore, all feedback related to network construction should go directly to the relevant contractors, 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.
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.
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“Each project could have a separate section in 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 in 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 obtained a clear place to receive, process, and archive feedback,” says Virtanen.
Previously, when feedback was given through an electronic form, it was 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 the feedback received from other channels gets recorded in the feedback service.
“This way, we can monitor feedback processing times, as the application shows response times. We want to be a service-oriented energy company.”
The contributors can choose whether their feedback is public or private. Everybody has access to public feedback as well as to 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.”
Previously, when feedback was given through an electronic form, it was 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 the feedback received from other channels gets recorded in the feedback service.
“This way, we can monitor feedback processing times, as the application shows response times. We want to be a service-oriented energy company.”
The contributors can choose whether their feedback is public or private. Everybody has access to public feedback as well as to 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 application is used as a feedback channel for the entire company. So, how well does the application work for all the different products of the company?
“The application has proved to be suitable for extensive use, and allows us to modify the structure according to our needs.”
“The most challenging part was the beginning of the project, when we had to think about 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.”
“The application has proved to be suitable for extensive use, and allows us to modify the structure according to our needs.”
“The most challenging part was the beginning of the project, when we had to think about 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.”
